Routing dimensions that beat naive round-robin
Inventory affinity, language, shift coverage, VIP flags, and historical close rate by rep beat equal distribution when conversion is the goal.
For channel partners, respect resale marketplace visibility so leads do not leak across brokers or violate exclusivity clauses.
Operational fairness
Rebalance queues when SLAs slip. Pause reps on PTO automatically so leads do not land in black holes.
Expose reason codes on forced reassignments to maintain trust between pods.
- Fallback owner per micro-market when primary is at capacity.
- Throttle reassignment churn—frequent bouncing annoys buyers.
Testing routing changes
Shadow-mode new rules for a week: compute intended owner vs actual owner and measure conversion delta before flipping production bits.
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