The Dock is the app bar at the bottom of the screen. Open the Routing app from
the Dock, alongside your other Default apps: Tables, Scheduling, Workflows, and Settings.Routing opens with an in-app sidebar of tabs: Queues, Policies,
Assignments, and Activity. This page covers the Queues tab.
Queues list
The Queues tab lists every queue, each with an inline status toggle and a link to its policy.
Default records every queue action in the Activity log.
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 are not in a folder.
- From the picker, select Create folder to add a folder.
- Select Rename selected folder or Delete selected folder to manage the folder you
view.
All QueuesandUnfiledare reserved names. - A folder must be empty before you can delete it. First move its queues to another folder or to Unfiled.
- To move a queue, hover over its row. Select the folder icon to open Move to folder.
- You can also change the Folder field in the queue’s configuration dialog.
Create or edit a queue
Creating and editing a queue use the same dialog. The dialog has two tabs in this order: General and Members.1
Set the queue details (General)
Give the queue a name of 1–100 characters, such as
AE Round Robin – West. Then
choose a routing policy from your workspace’s existing policies.For example, pick Inbound Demo Policy. The queue then inherits its distribution and
tiebreaker rules.You can also set an optional Queue Identifier. This short slug of 2–50 lowercase
letters, numbers, or hyphens gives the queue a stable, machine-readable handle.The field cleans up what you type automatically. You can also 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 active and at the default weight.When you create a queue, Default stages the members and saves them with the queue.
When you edit an existing queue, adds and removes take effect immediately.
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 is no per-member status picker like the legacy “available / away / paused”
options. A member is either active or not.The engine also layers on the member’s real calendar availability: the work schedule,
out-of-office (OOO) blocks, and calendar events. A rep who wants to step out can add an
OOO block, or an admin can set the rep inactive.
Calendar warnings
A member needs a connected, active primary calendar to receive queue assignments. If the calendar is missing, inactive, or has no primary calendar set, a warning icon appears. The icon shows in place of the member’s rank in the members table. It also shows next to the member’s name when you add them to a queue. Hover over the icon to see the exact problem. The member stays in the queue but does not receive assignments until you fix the calendar.Calibration
Calibration nudges a member’s effective assignment count without editing history by hand. It is useful when a new member joins an established queue and you do not want them to absorb every new lead. Open a member and choose a calibration mode:
Before you apply a credit, the dialog previews the queue average, the queue max, the
credit value, and the member’s new total. You can add an optional reason.
Calibration credits offset a member’s count directly in round-robin scoring.
Ranking
The members table shows a rank. The engine computes the rank live and does not store it. The rank reflects each member’s current score under the queue’s distribution rule, combined with their weight. It changes as assignments and availability change. Each member has their own rank, so the table reads as the order in which the engine picks members. On a fresh or reset queue nobody has an assignment yet, so the Recency tiebreaker has nothing to separate members with and they all tie. That is the one moment the order in the table is yours to set: drag a member by the handle on the left to move them up or down among the tied members. The first member goes first, then the second, and so on. Members you have not placed follow in the order they joined the queue. The order is a nudge for that first pass, not a standing ranking. Once members have assignments, the policy’s tiebreaker decides and the handles disappear, because dragging would change nothing. A reset clears the order along with the counts. The order never overrides a score difference: a member with fewer assignments always goes first. Dragging is available when no filter or column sort is active, and never under a Random tiebreaker. Some members cannot currently receive routes, and the table marks them in place of a rank:- Paused (inactive) members show a pause icon.
- Members with a calendar problem show the warning icon described above.
Assignments
The Assignments tab lists the decisions the engine makes, split into Meetings and Objects. Each assignment has its own detail view. The engine records every decision with the policy version it used and the other members it considered. This 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. It pins that choice for the booking session.
- Slots: slot generation for queue-hosted scheduling events.
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.
- Assignment resets.