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Queues are how you group people so Routing can pick which one gets a given lead or meeting. Each queue points at a routing policy that holds the actual rules (the distribution rule, tiebreaker, and crediting behavior), and the routing engine scores the queue’s active members at decision time to pick a winner.
Open the Routing app from the Dock (the app bar at the bottom of the screen) by selecting the Routing app, alongside your other Default apps (Tables, Scheduling, Workflows, Settings). Routing opens with an in-app sidebar of tabs: Queues, Policies, Assignments, and Activity. This page covers the Queues tab.
A queue is just a name, a set of members, and a pointer to a routing policy. Because the policy is a separate, reusable object, one policy can drive many queues: change the policy once and every queue that uses it follows.

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Queues list

The Queues tab lists every queue, each with an inline status toggle and a link to its policy. Every queue action is recorded in the Activity log.

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Folders

Folders group queues so a long list stays manageable. The folder picker sits above the queues table:
  • All Queues shows every queue; Unfiled shows queues that aren’t in a folder.
  • From the picker, select Create folder to add one, or Rename selected folder and Delete selected folder to manage the folder you’re viewing. All Queues and Unfiled are reserved names. A folder has to be empty before you can delete it: move its queues to another folder or to Unfiled first.
  • To move a queue, hover over its row and select the folder icon to open Move to folder, or change the Folder field in the queue’s configuration dialog.

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Create or edit a queue

Creating and editing a queue both use the same dialog, with two tabs in this order: General and Members.
1

Set the queue details (General)

Give the queue a name (1–100 characters), such as AE Round Robin – West. Then choose a routing policy from the list of your workspace’s existing policies. For example, pick Inbound Demo Policy so this queue inherits its distribution and tiebreaker rules. You can also set an optional Queue Identifier, a short slug (2–50 lowercase letters, numbers, or hyphens) that gives the queue a stable, machine-readable handle; the field cleans up what you type automatically. And you can file the queue into a Folder.
2

Add members (Members)

Search by name or email to filter the member table, then use Add member to add users to the queue. For example, add three AEs; each joins at the default weight and is active. When you’re creating a queue, members are staged and saved when you save the queue. When you’re editing an existing queue, adds and removes take effect immediately.
A queue must reference a policy. If your workspace doesn’t have any policies yet, creating a queue shows an A policy is required prompt; select Create policy to build one on the spot, then continue with the queue. To delete a queue, open it in edit mode and use the Danger Zone in the General tab. Deleting is a type-to-confirm action (type the queue’s name) that removes the queue from routing. From the queues list you can also duplicate a queue, which clones it along with its members.

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Members

Each member in a queue has a weight and an active state. You can also move a member to a different queue from the queue detail view. Moving is available only for queues that already exist.
There’s no per-member status picker like the legacy “available / away / paused” options. A member is either active or not, and the engine automatically layers on the member’s real calendar availability (work schedule, OOO blocks, and calendar events). A rep who wants to step out should add an OOO block or be set inactive.

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Calendar warnings

A member needs a connected, active primary calendar to receive queue assignments. If a member’s calendar is missing, inactive, or has no primary calendar set, a warning icon appears in place of their rank in the members table, and next to their name when you add them to a queue. Hover over the icon to see the exact problem. The member stays in the queue, but won’t receive assignments until the calendar is fixed.

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Calibration

Calibration nudges a member’s effective assignment count without editing history by hand. It’s useful when you add someone to an established queue and don’t want them to absorb every new lead at once. Open a member and choose a calibration mode: The dialog previews the queue average, queue max, the credit value, and the member’s new total before you apply it. You can add an optional reason. Calibration credits offset a member’s count directly in round-robin scoring.

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Ranking

The members table shows a rank, but it’s computed live, not stored. The rank reflects each member’s current score under the queue’s distribution rule, combined with their weight, so it changes as assignments and availability change. Members the engine can’t currently route to are called out in place of a rank: paused (inactive) members show a pause icon, and members with a calendar problem show the warning icon described above.

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Assignments

The Assignments tab lists the decisions the engine has made, split into Meetings and Objects, with detail for each one. The engine records every decision along with the policy version it used and the other members it considered, which gives you a full audit trail for any single assignment. Assignments come from three places:
  • Workflows: a routing node assigns a lead or object to a queue member.
  • Scheduling: when a queue hosts a team event, the engine picks the host shown on the booking page and pins that choice for the booking session.
  • Slots: slot generation for queue-hosted scheduling events.

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Activity log

The Activity tab audits every routing change: queue and policy creates, edits, and deletes; member adds, removes, weight changes, moves, and calibrations; system-granted credits; and assignment resets. Filter by queue, user, the person who made the change, activity type, and date range, and search within the results.