Qualified admins can manage two meeting settings that apply across all meeting types: round robin absence handling, which skips reps who are out of the office, and no-show reporting, which lets reps flag meetings a prospect didn't attend.
Configuring round robin absence handling
Round robin absence handling skips reps who are out of the office in the round robin rotation, so visitors can book with the next available rep while someone is away.
How to configure round robin absence handling
- Navigate to Settings → Meetings → Settings.
- Scroll to round robin absence handling.
- Check the “Enable absence handling” box.
- Enter the minimum number of day(s) that a rep must be out of office to be considered an absence.
- Click Save in the top right hand corner.
Definition of an “absence”
To be considered an “absence”, a Qualified User must have an all-day “Busy” event that is the total length, or longer, than the minimum absence duration set by the admin in Qualified.
For example, the user below has a two-day, "All day", "Busy" event blocking their calendar. When the absence duration is set to 2 days in Qualified, this rep would be considered absent and would be skipped in the round robin meeting scheduler.
Make sure the calendar time zone in Google or Microsoft matches the time zone set in your Qualified profile. We use the Qualified profile's time zone to determine if an event spans the entire day.
When absence handling applies
Absence handling applies only to routing rules that use round robin, and it has two limits:
- Salesforce owner routing: When a routing rule books with the matched Salesforce owner, the visitor still sees that rep's own calendar availability, even while the rep is out of the office. This can leave the visitor with no available times.
- Fallback destinations: Absence handling doesn't carry over between destinations in Book with the following. Reps from a later destination aren't used to cover an absent rep's time in an earlier one.
Learn more about Salesforce owner routing and fallback destinations in Salesforce Routing and Optional Attendees.
Enabling no-show reporting
No-show reporting lets reps mark meetings that a prospect didn't attend. Your team can then track no-shows in Qualified analytics, and Qualified updates the Salesforce event for each reported meeting.
Reporting a no-show also keeps meeting distribution fair. Round robin and smart routing ignore meetings reported as no-shows, so a missed meeting doesn't count against the rep.
How to enable no-show reporting
- Navigate to Settings → Meetings → Settings.
- Scroll to No-show reporting.
- Check the “Enable no-show reporting” box.
- Click Save in the top right hand corner.
Admins can override this org-level setting within each Meeting Type. Learn more about configuring individual meeting types in the meeting types article.
How to report a no-show
Reporting a no-show with the Chrome extension
If your team uses Google Calendar and the Qualified Chrome Meeting Booker Extension, a checkbox to report a no-show appears inside the edit view of the Google Calendar event. The checkbox appears only when all of these are true:
- The extension is installed.
- No-show reporting is enabled for your organization or for the meeting type.
- The meeting's start time has passed.
- You're the meeting owner. Other attendees don't see the checkbox.
Reporting a no-show without the Chrome extension
Once enabled, the meeting owner will receive an email from app@qualified.com at the end of the scheduled meeting time, or a few minutes later, for all meetings booked via Qualified. The rep will see details about the meeting and a button to report the meeting as a no-show.
If the prospect attended the meeting, no action is required. The meeting will be automatically marked as completed.
If the prospect did not attend the meeting, the rep will click the “Report no-show” button within the email, and then follow the steps outlined below to report a no-show.
- After clicking Report no-show, a new browser tab will open to a “No-Show Confirmation” page.
- Click No, the meeting did not take place to confirm.
- Then, you’ll see a “Thank You” message confirming the no-show report.
Viewing no-show reports in Qualified analytics
Reports and dashboards filter
A filter for “No-show meeting?” can be added to session reports, custom dashboards, or specific tile(s) within a custom dashboard.
Dashboard component
In addition to the filter option for the dashboards mentioned above, admins can add “No-show meetings” standard tile, or as a metrics within a comparison tile.
Salesforce Event update
In addition to being marked as a “No-show meeting” in Qualified, the Salesforce Event that was created when the prospect booked the meeting will be updated. “Not attended” will be added to the beginning of the existing Subject field on the event.
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