The queue exists. The leads go elsewhere.

Causes and fixes

1. The queue does not support the Lead object. Fix: open the queue and add Lead to its supported objects.
2. No assignment rule entry points to it. Fix: add an entry, or fix the one meant to. See which entry wins.
3. The entry above it takes the leads first. Fix: reorder the entries.
4. The rule never runs for how the lead arrives. Fix: see an assignment rule not firing.
5. Another flow or tool moves the lead out of the queue at once. Fix: see a flow overriding the rule.

The opposite problem

If the queue fills and nobody works it, see leads stuck in a queue.

Check it yourself

SELECT COUNT(Id) FROM Lead WHERE Owner.Name = 'Your queue name' AND CreatedDate = LAST_N_DAYS:30

Replace the name with your queue. Zero with a rule entry that should match means the entry or the trigger is wrong.

The free scan checks your export for:

• assignment rule entries that route to a queue with no members
• a queue not enabled for Leads
• a queue missing from the export
• a queue that no entry sends leads to,
• entries hidden behind broader ones

No export access? Paste your rule entries instead.

Decide from the history

First find out whether the queue has ever held a lead.

SELECT LeadId, NewValue, CreatedDate FROM LeadHistory WHERE Field = 'Owner' AND CreatedDate = LAST_N_DAYS:30

The new value may not be filterable in SOQL. Look for your queue name in the results.

• Zero: the queue never got a lead. Look at causes 1 and 2. Setup is the fault.
• Some, then none: something changed. Look at causes 3, 4 and 5. Find what was edited recently.

A worked example

A made-up rule: entry 3 sends every Web lead to the general queue. Entry 7 sends Web leads from Germany to the German queue.

The German queue gets nothing. Every German web lead matches entry 3 first. Move entry 7 above entry 3, or add a country condition to entry 3.

To see it fast, paste the entries into the scan. It names the entry that is hidden.

A checklist for a new queue

Run these steps when you create a queue. Each one maps to a cause above. Use the rule test plan for the last step.

1. Open the queue and confirm Lead is a supported object.
2. Confirm the queue has members, or a person who watches it.
3. Find the rule entry that names the queue. Note its position in the list.
4. Read every entry above it. None may match the same leads.
5. Create one test lead that fits the entry. Read the owner.

What to record

Keep one line per queue. Give its name, the entry that feeds it and the date you last tested it. See leads stuck in a queue for the other side. A queue with no line has no owner. A queue with an old date is worth testing again.

Add the 30-day count from the query above to the same line. A count that drops to zero is your first sign of a change.