Why a lead went to a rep: routing logs in Default

Default records every routing decision, so you can answer why a lead, CRM record, or meeting went to a specific rep. The records show which workflow path the lead took, which Rules of Engagement rule matched, how the queue scored its members, and how any tie was broken.

Where Default records routing decisions

Record	Where to find it	What it answers	Who can see it
Assignment detail	Routing → Assignments	Which queue member won, their score against the other members, and how a tie was broken.	Admins
Workflow run log	Workflows → the workflow → Runs	Which trigger fired, which branches the run took, and what each node did, including errors.	People with access to the workflow
Rules of Engagement evaluation log	Routing → Rules of Engagement → the ruleset → Logs	Which rule matched, and why the rules above it did not.	Admins
Routing activity	Routing → Activity	Who changed a queue, a member, or a policy, and when.	Admins
MCP server (Beta)	An AI client connected to Default over the Model Context Protocol (MCP)	The same decision record, plus members that were excluded and routing requests that failed.	Admins and owners

Trace 1 lead from start to finish

Find the workflow run

Open the routing workflow and select Runs in the top bar. Search for the lead’s email in Search record, email, or status…, then open the run.

Follow the path

In Run Details, each step shows what it did. A Multi-Branch step shows every condition with TRUE or FALSE. A Round-Robin step reads Assigned to, followed by the rep. A Rules of Engagement step shows its result and a view evaluation link.

Check the rule that matched

For a Rules of Engagement step, expand it or select view evaluation to see every rule, the inputs it received, and the rule that decided.

Check how the queue picked the rep

In Routing, select Assignments, then Object assignments for CRM owner routing or Meeting assignments for bookings. Find the lead and open the row to see the scores behind the pick.

Check recent changes

If the result looks wrong, open Routing → Activity to see whether someone paused a rep, changed a weight, or edited the policy around that time.

The assignment detail view

Default keeps a detail view for every assignment a queue makes. In Routing → Assignments, open a row on Object assignments or Meeting assignments. The detail view shows these cards:

Card	What it shows
Open Source	A button that opens the workflow run that made the assignment, when a workflow made it.
Record or Meeting status	The routed CRM record, or the meeting and its status.
Assigned member	The rep who received the assignment.
Queue configuration	The settings that applied: Assignment Type, Distribution Strategy, Tiebreaker Strategy, and Slots Strategy.
Reasoning	Each step of the decision, in order, with timestamps.

The Reasoning card lists these steps:

Step	When it appears	What it shows
Selected Timeslot	Meeting assignments	The step where the meeting’s time slot was chosen.
Scored Members	Always	Every eligible member and their score under the distribution rule. The winner comes first, with a check mark.
Tie-breaker applied	2 or more members shared the best score	The tiebreaker rule and the tied members’ scores.
Selecting by queue position	Members were still tied after the tiebreaker	The member an admin placed first in the queue won.
Selecting by join order	Members were still tied, with no queue order set	The member who joined the queue first won.
Determined Member	Always	The member who received the assignment.

What each score means depends on the policy’s distribution rule. The Queue configuration card names the rule the way the routing engine does:

Rule in the policy	Name in the detail view	Score shown for each member
Take turns equally	Round Robin	The member’s assignment count, for example `3 assignments`.
Least recent assignment	Recency	The time of the member’s latest assignment, or `Never`.
Most available calendar time	Availability	The member’s free time in their work schedule.

Hover a member’s score to see their weight, calibration credits, score, latest assignment, and, for availability, the time available. The scores come from the policy version that made the decision, which can be older than the queue’s current policy. See Policies for the distribution rules and tiebreakers, and Ranking for queue order.

Which decisions appear under Assignments

Meeting assignments lists every meeting a queue assigned, with Person email, Queue name, Distribution rule, Assigned to, Source (Workflow, Scheduler, Booking link, Default extension, or Reassign), Created at, and Meeting status.
Object assignments lists CRM owner assignments, with Record, Object type, Assigned to, Queue, and Timestamp. A queue pick from a Round-Robin or Rules of Engagement node appears here once a later node writes that rep as the record’s owner.
A Rules of Engagement rule that routes to a user does not go through a queue, so it has no assignment row. Its evaluation log records the decision.

To keep a copy, select Export to CSV. Choose All Records or Records in filtered view, and Default emails the CSV to you.

Routing steps in the workflow run log

The run log records what each routing step did in a workflow run:

Step	What the run log shows
Round-Robin	Assigned to and the rep, or the error, for example when the queue is turned off or has no active members.
Rules of Engagement	The outcome (user, queue, no one, or unresolved) and a view evaluation link. Admins can expand the step to see every rule it checked, then a Resolved member or Resolved queue card.
Multi-Branch	The branch it took and every condition with TRUE or FALSE. See Branch and condition nodes.
Update Record	Under Show data, the fields it wrote, including the owner.

Rules of Engagement evaluation log

Each Rules of Engagement ruleset in Default has a Logs tab that lists its evaluations from the last 7 days. Each evaluation shows the inputs the ruleset received, every rule in the order Default tried them, which rule matched, and why earlier rules did not match. See Review a routing decision.

When no rep was assigned

What you see	Where to look
No workflow run for the lead	Check that the workflow is published and its status reads Live (see the deployment switch), and that the lead meets the trigger’s Condition.
The run failed at Round-Robin	The step’s error in the run log. The queue may be turned off, have no active members, or have every member excluded, for example because all are out of office and the policy excludes out-of-office members.
The Rules of Engagement step took Else	The evaluation: no rule matched, a rule routed to No one, or the queue could not be used.
A rep was picked, but the CRM owner did not change	The Update Record step in the run log. A common cause is a rep with no CRM user mapping in Settings → Users.
The pick is missing from Assignments	The owner write never ran or failed, so the pick did not count. Check the Update Record step.

With the MCP server (Beta), lookup_assignments_by_email also lists failed routing requests for an email address, which produce no assignment row.

See who changed the routing setup

Routing → Activity records every routing change in Default: queue and policy creates, edits, and deletes, member adds, removals, weight changes, moves, and calibrations, system credits, and assignment resets. Filter by queue, user, the person who made the change, activity type, and date. See Activity log.

Ask about a routing decision from an AI client

The Default MCP server is in beta. Its queue and routing tools answer the same questions from an AI client connected over MCP, in workspaces where those tools are turned on:

explain_assignment returns the decision record for 1 assignment: the distribution rule and tiebreaker, the winner’s score, every other eligible member’s score, and each excluded member with the reason.
lookup_assignments_by_email lists a lead’s assignments, newest first, and any failed routing requests for the same email.
list_assignments and list_routing_activity browse the assignment log and the change log.

For example, ask “Why did this lead go to Jordan? Explain the assignment.” Related: Lead routing software from Default

​Where Default records routing decisions

​Trace 1 lead from start to finish

​The assignment detail view

​Which decisions appear under Assignments

​Routing steps in the workflow run log

​Rules of Engagement evaluation log

​When no rep was assigned

​See who changed the routing setup

​Ask about a routing decision from an AI client