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A routing policy holds the rules a queue runs: the distribution rule, tiebreaker, and crediting behavior. A queue’s routing behavior lives on its policy, not on the queue itself. A policy is reusable across queues and is versioned: each edit creates a new version, and a queue always runs the active version, so changing one policy updates every queue that uses it.
Open the Routing app from the Dock (the app bar at the bottom of the screen), then select the Policies tab, alongside Queues, Assignments, and Activity. This page covers the Policies tab.
The policy editor has four tabs: General, Assignment, Availability, and Credit Behavior.

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General

The General tab defines the policy’s identity and what it routes:
  • Name: what the policy is called everywhere it’s referenced.
  • Assignment Units: whether the policy routes Objects (CRM records such as people, companies, and opportunities), Meetings, or both.
  • Slots Rule (under Scheduler Settings): whether schedulers show times for All Active Members of the queue or for a Single Member.
To delete a policy, open it in edit mode and use the Danger Zone in the General tab. You can’t delete a policy that queues still point to; the dialog lists the queues you need to update first.

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Assignment

The Assignment tab holds the distribution rule and its settings, which together determine how the engine scores members and picks a winner.

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Distribution rule

The distribution rule is the primary way the engine scores members and picks a winner. Choose one of three:

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Distribution settings

Below the distribution rule, the Distribution Settings group holds three controls:
  • Tiebreaker rule: picks the winner when two members score equally under the distribution rule. Choose Recency (the default) or Random. When the distribution rule is already Least recent assignment, Recency isn’t offered as a tiebreaker. If members are still tied after the tiebreaker, the engine falls back to join order.
  • Enable weighted distribution: lets member weights drive weighted shares of assignments. Off by default, and not available with the Least recent assignment rule.
  • Assignment reset schedule: how often assignment counts and calibration credits reset for a fresh period: Never (the default), Monthly, or Quarterly. You can also reset manually.

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Availability

The Availability tab controls how out-of-office and busy status affect whether a member qualifies for routing at all. Enabling a toggle performs that check and excludes members who match; disabling it ignores that condition. By default, currently-OOO members are excluded; currently-busy and upcoming-OOO checks are off:
  • Exclude members currently out of office: members currently marked out of office cannot qualify (on by default).
  • Exclude members currently busy: check current calendar availability and exclude members who are busy (off by default).
  • Exclude members with upcoming out-of-office: exclude members whose out-of-office period begins within the configured window (off by default). Turning it on reveals Upcoming OOO window (hours), how far ahead of an upcoming OOO block to stop qualifying a member (default 4 hours).
Beyond these controls, when the engine scores calendar availability (the Most available calendar time rule, and slot generation for queue-hosted events) it automatically respects each member’s working hours and meeting buffers over a 7-day planning window; those constraints are built in and aren’t configurable.

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Credit Behavior

The Credit Behavior tab controls when members are credited back for meetings that don’t result in a completed assignment, so they aren’t penalized in distribution scoring. Enable crediting is the master switch (on by default). The toggles below it only apply while it’s on, and all of them start on: