Report on Handoff assignee skips by booker to identify pattern violations
R
Ralph Nilssen
When a booker uses "Show availability for all" and manually selects a rep who is not next in line, there is no way for managers or admins to see that this happened or how often. Identifying patterns requires manually reviewing meeting history, with no way to filter or surface skip behavior systematically.
Chili Piper should provide a report or log showing, for each Handoff booking, who booked it, when, and whether the next-in-line assignee was selected or skipped. Ideally, the system would also proactively alert admins when a specific booker or assignee shows a consistent skip pattern.
Teams using Handoff to enforce fair distribution depend on bookers following next-in-line guidance. Without visibility into skip behavior, process violations go undetected and round-robin integrity degrades over time with no accountability mechanism.
Tristen Sleeper
One idea, that would work for not only handoff, but all products, is adding skip reporting to the meeting activity tab.
For example, when a meeting is booked, we have a column that tells you if this meeting assignee was chosen as a result of being skipped in the RR they were a part of or not. It will make it easier for admins to report on who has or hasn't been skipped. insights into why they were skipped would be helpful:
if concierge - availability prioritized over next in line
if handoff - availability for all chosen or someone was manually skipped because the booker chose someone else other than the person next in line
Susan Warren
I need a way to know if I'm up next in the queue, and someone ignores this and books on my colleague who is in the queue, but not up next. Basically, a way to tell if people are ignoring the round-robin assignments and just booking on a personally preferred person.