Trace one misrouted lead from form to owner.

Four steps

1. Read the owner history. Each row is one change, with who made it and when.
2. Find the first change. It is normally the assignment rule, made by the creator or the automated process user.
3. Walk the rule by hand. Compare the lead's values with each entry, in order. The first entry that matches is the one that fired. See which entry wins.
4. Look at later changes. A later row by an integration or automation user is a flow or a sync. See a flow overriding the rule.

Check it yourself

SELECT OldValue, NewValue, CreatedById, CreatedDate FROM LeadHistory WHERE LeadId = '00Q...' AND Field = 'Owner' ORDER BY CreatedDate

Then check what the lead held when it arrived: country, source and size. Values with stray spaces, codes or different spellings often explain a missed entry. See routing by country.

Once you know the cause, count how many leads share it. One lead is a story. Fifty is a leak.

The free scan checks your export for:

• entries hidden behind broader ones
• entries that can never match
• more than one system setting the Lead owner

No export access? Paste your rule entries instead.

A worked example

A made-up lead: Country is Germany, source is Web, company size is 1,200. It went to the general queue. The team expected the German enterprise team.

Walk the entries in order. Entry 1 tests the Country field for DE. The lead holds the word Germany, so no match. Entry 2 tests source equals Web. It matches, and it takes the lead. The German entries below it never run.

Two faults show up. A country name is tested against a code. A broad source entry sits above the specific ones.

Decide from the history

• The first change is a wrong rule entry: fix the entry or its order.
• The first change is right, a later one is wrong: fix the flow or sync.
• No rule change at all: the rule never ran for this lead. See an assignment rule not firing.

Count the leak

SELECT OwnerId, COUNT(Id) n FROM Lead WHERE Country IN ('Germany', 'DE', 'Deutschland') AND CreatedDate = LAST_N_DAYS:30 GROUP BY OwnerId ORDER BY COUNT(Id) DESC

Use the country, source or size you traced. If most go to the wrong owner, it is a leak. Fix the rule.

See also: Salesforce lead owner not changing.