There are many instances where we want to view how / why a prospect was routed to the queue it was. Sometimes we need to make sure our rules are working the way we expect them to, or sometimes it looks like a meeting was booked to the wrong rep in the wrong queue.
Our conversion reports for Concierge / Inbound routing now shows a quick menu so that you can view why a prospect was either qualified or disqualified on a specific queue.
This article will show you how this looks and how to identify possible problems with your routing rules:
- Finding the Debug Screen
- Qualified vs. Disqualified Routes
- Understanding Success / Fail Values
- Why did it route to a specific person in the queue?
Finding the Debug Screen
The menu is currently hidden from view but can be found by viewing your conversion reports within a workspace.
Click the "via Manual" text or "via Ownership" text to bring up the debug window:
Qualified vs. Disqualified Routes
Green = Success | Red = Fail
In the debug window, you will see a quick list of all queues within the router and how the prospect would be evaluated by those queues.
To put it simply, these are the queues they either would qualify for or be disqualified for. This doesn't mean they have to match all green or all queues to route properly, but it can tell you whether they would be successful or not.
Understanding Success / Fail Values
Failed routes
When you click on one of the Manual routes, you will get a minor breakdown of the rule that failed for this prospect. If we have a look at our example from above, here's the reason for it appearing red:
We can see here that the prospect in question didn't match an ownership rule we specified (in our case, CS Owner custom field = Assignee ID failed).
One common error message you might see looks like the following:
"can't load Salesforce Entity Object Failed Tags".
What this means, in plain text, is that the prospect was not matching "Lead" object rules (as it was likely a Contact). Likewise, you will see similar errors for both Contact Account objects if your prospect is a Lead Entity.
You can use this information to go back and adjust your queue rules to accommodate it, or perhaps it's working precisely as you intend!
Be sure also to check your form mapping is correct, as this can cause the rule to fail if we don't know how it relates to your CRM.
If you still need help in understanding why a specific rule here is failing, please reach out to our support team for additional assistance.
Successful routes
If you are looking at why an Ownership route went to a specific rep, you can also click into the green queue to see why it matched:
The "actual value" Assignee ID here looks like a long string of numbers and letters rather than a rep's name. It is! This is the User ID you can find for a specific rep within our API References (edge)
Why did it route to a specific person in the queue?
You may just be wondering why a person in a queue was assigned a meeting. You can find this information in Queue History by clicking the graph icon next to the queue.
Here you will see a chart that will display all members of the queue, their current level, their total meetings, any canceled or no-show meetings, what their calibration is set to, the Date they were activated. and their current weight.
A star can be seen next to the person who is up next in the queue. Below this chart is the queue history. Here you can see when users were assigned the queue, when they left the queue, and when members of the queue were assigned meetings.
This information can help you understand how and when users are being assigned meetings in a queue.