Some teams send high-scoring leads to senior reps or straight to sales. The idea is sound. The faults are in the thresholds and in the timing.
What goes wrong
- The score arrives after routing. The lead is routed on a blank score, then the score lands. The routing never runs again. See rules that only run on create.
- The thresholds drifted. The scoring model changed, and the cut-off for "hot" no longer means what it did.
- The tier field holds values the rule does not know. See why entries never match, which applies to any field.
- The top tier has no owner of its own. It falls to the default. See leads going to the default owner.
- A sync overwrites the owner after the score is set. See sync overwriting the owner.
Count it yourself
Group last month's leads by tier, then by owner. Replace Tier__c with your own field.
SELECT Tier__c, OwnerId, COUNT(Id) FROM Lead WHERE CreatedDate = LAST_N_DAYS:30 GROUP BY Tier__c, OwnerIdThe top tier should sit with the owners you meant. A tier spread across many owners, or sitting with the default owner, was not routed on the score. Then compare first response time by tier. See measuring lead response time.
The free scan cannot count tiers and scores on your leads. It checks the setup behind it.
Decide from the result
- The top tier sits with owners you did not intend: the rule did not route on the score. Check timing first.
- A tier has leads and no sensible owner: it fell to the default. Give it an entry.
- The tier counts changed sharply after a model change: the thresholds drifted. Reset them.
A worked example
A made-up rule sends the Hot tier to senior reps. The grouped count shows Hot leads spread across the whole team.
The score is filled in two minutes after the lead is created. The rule ran at creation, saw a blank score and gave the lead to round robin. It never ran again. Route on the score after it lands, or hold the lead until the score is set.
Steps
- Run the grouped count.
- Check when the score is written against when the rule runs.
- Check the threshold still matches the scoring model.
- Check each tier has its own owner or queue.
Have 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. Three design partners get a free health report on their own CRM, free for 90 days: what is leaking, where, and what it is worth. Apply for a place.
The free scan cannot count tiers and scores on your leads. It reads your routing setup in your browser. Scan your Salesforce or HubSpot routing. The nightly check, open to design partners, counts it.