Start by proving where time goes: stamp assignment and first-touch, then measure by source. Nearly always the cause is one of three things — the router firing before enrichment resolves, routing logic spread across workflows nobody owns, or no fallback queue so unmatched leads sit invisible.
Rebuild routing as two explicit layers — a classifier that decides what kind of lead this is, then an engine that picks the rep — so every decision is inspectable in one place. Add a catch-all queue with an owner, because the leads that silently fall out of the rules are the ones generating the complaint.
Every claim above comes from work LeanScale published. These are the sources.