Common routing inputs
- Geography
- Service or product interest
- Existing account owner
- Round-robin availability
- Lead quality or qualification
- Language or specialist requirement
Ownership rules
Decide whether ownership is sticky after assignment and what happens when the owner is unavailable.
Round robin
Round robin is simple and fair, but it can ignore expertise, territory and workload. Use it when those differences do not materially affect outcomes.
Escalation
Create a clear path for unworked leads, missed service levels and routing failures rather than leaving leads in queues.
Auditability
Teams should be able to answer why a lead was assigned to a person. Black-box routing becomes difficult to trust.
Choose software
Compare software against this workflow rather than choosing from a feature list alone.