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
Finding the Debug Screen
The menu is currently hidden from view, but can be found by viewing your conversion reports within a Hot 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 in order to route properly, but can tell you whether they would be successful or not.
Understanding Success / Fail Values
When you click on one of the Manual routes, you will get a small 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 to 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 exactly as you intend!
Be sure to also 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.
As always, if you still need help in understanding why a specific rule here is failing, please reach out to firstname.lastname@example.org for additional help.
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)