# Our inbound leads take days to get worked and reps say routing is random. Where do we start?

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.

## Sources

- **Method** — [Lead Routing playbook](https://www.leanscale.team/knowledge/playbooks/lead-routing-playbook/)

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Cluster: Routing · https://www.leanscale.team/knowledge/answers/leads-not-getting-worked/