Policies - Default

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. When you change one policy, every queue that uses it updates.

The Dock is the app bar at the bottom of the screen. Open the Routing app from the Dock.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.

General

The General tab defines the policy’s identity and what it routes:

Setting	What it does
Name	The name shown everywhere Default references the policy.
Assignment Units	Sets whether the policy routes Objects, Meetings, or both. Objects are CRM records such as people, companies, and opportunities.
Slots Rule (under Scheduler Settings)	Sets 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. Use the Danger Zone in the General tab. You cannot delete a policy that queues still point to. The dialog lists the queues you need to update first.

Assignment

The Assignment tab holds the distribution rule and its settings. Together they determine how the engine scores members and picks a winner.

Distribution rule

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

Rule	What it does	How it scores
Take turns equally (Round Robin, the default)	Takes turns equally across members.	Effective assignments divided by weight. The lowest wins.
Most available calendar time (Availability-based)	Favors the member with the most open calendar time.	Weight multiplied by remaining free time in the work schedule, and the highest wins. Only selectable when the policy’s assignment units include Meetings.
Least recent assignment (Recency-based)	Favors the member who was assigned least recently.	The oldest (or never-assigned) member wins.

Distribution settings

Below the distribution rule, the Distribution Settings group holds three controls:

Setting	What it does
Tiebreaker rule	Picks the winner when two members score equally under the distribution rule. Choose Recency (the default) or Random.
Enable weighted distribution	Lets member weights drive weighted shares of assignments. Off by default.
Assignment reset schedule	Sets how often assignment counts and calibration credits reset for a fresh period: Never (the default), Monthly, or Quarterly.

When the distribution rule is already Least recent assignment, the engine does not offer Recency as a tiebreaker. If members are still tied after the tiebreaker, an order set by dragging rows in the queue’s members table decides (see Ranking); with no order, the member who joined the queue first wins. Under Recency this happens on a fresh or reset queue, where nobody has an assignment yet. Weighted distribution is not available with the Least recent assignment rule. You can also reset assignment counts manually.

Availability

The Availability tab controls how out-of-office (OOO) and busy status affect whether a member qualifies for routing at all. Enable a toggle to run that check and exclude members who match. Disable a toggle to ignore that condition. By default, only the currently-OOO check is on:

Toggle	What it does
Exclude members currently out of office	Members marked out of office in Default or on their calendar cannot qualify. On by default.
Exclude members currently busy	Checks current calendar availability and excludes members who are busy. Off by default.
Exclude members with upcoming out-of-office	Excludes members whose out-of-office period, in Default or on their calendar, begins within the configured window. Off by default.

Turning on the upcoming out-of-office toggle reveals Upcoming OOO window (days). This sets how far ahead of an upcoming OOO block the engine stops qualifying a member. You edit the window in whole days (1–3). The app stores the value as hours, with a default of 4 hours. Beyond these controls, the engine also scores calendar availability for the Most available calendar time rule and for slot generation for queue-hosted events. There it automatically respects each member’s working hours and meeting buffers. When you select the Most available calendar time rule, an extra field appears: Availability planning window (days). It sets how many days around the selected slot the engine scores member availability. Set a value from 1 to 7 days. The default is 7 days. The working-hours and meeting-buffer constraints are built in and are not configurable.

Credit Behavior

The Credit Behavior tab controls when the engine credits members back for meetings that do not result in a completed assignment. Credits keep distribution scoring from penalizing those members. Enable crediting is the master switch, and it is on by default. The toggles below it apply only while it is on, and all of them start on:

Toggle	What it credits back
Cancelled meetings	Meetings that get cancelled.
Rescheduled meetings	Meetings rescheduled with a different member.
No-show meetings	Meetings marked as a no-show.

​General

​Assignment

​Distribution rule

​Distribution settings

​Availability

​Credit Behavior

General

Assignment

Distribution rule

Distribution settings

Availability

Credit Behavior