Guide
Leads are stuck in a Salesforce queue. Where and why.
A lead owned by a queue is a lead nobody has picked up yet. A few in flight is normal. A queue that only grows is a leak.
Why leads wait in a queue
- The queue has no members. Nobody sees its list view, so nothing leaves it.
- It is the fallback. The last entry of the assignment rule sends everything that matched nothing to a default queue, and nobody owns that queue.
- Omni-Channel serves it and nobody is available. Leads wait to be offered; offers are declined or time out.
- It is a parking queue on purpose. Nurture or partner queues hold leads deliberately. Leave those out when you count.
Check it yourself
SELECT COUNT() FROM Lead WHERE IsConverted = false AND Owner.Type = 'Queue' AND CreatedDate < LAST_N_DAYS:2Then list your lead queues and their members, and compare: a queue with leads and no members is where to start.
SELECT Id, Name FROM Group WHERE Type = 'Queue'
SELECT GroupId FROM GroupMemberHave it checked every night instead.
Routing Forensics connects as a read-only user and checks this, and the rest of your routing, against your real leads. Register interest and you will be first to get a free health report: what is leaking, where, and what it is worth.
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