Guide

Traction Complete is not pulling untouched leads back.

Retraction is what makes a round robin safe: a lead nobody touches goes back and is offered again. When it is off, an untouched lead simply stays.

1. Retraction is set per round robin step

Each Assign Round Robin step has its own "Enable Lead Retraction" setting. One step with it off is enough for leads to go quiet.

2. Retraction needs the First Response Timer

Traction documents that retraction depends on the First Response Timer. If no lead has a first response time recorded, retraction has nothing to act on.

3. With history logging off, nothing can be explained

Traction keeps a history log of every step a lead passed only while "Enable History Logging" is on in its General Settings. We found it off by default on a fresh install: leads routed, and nothing was recorded.

Check it yourself

SELECT COUNT() FROM Lead WHERE TracRTC__First_Response_Time_In_Seconds__c != null AND CreatedDate = LAST_N_DAYS:90
SELECT COUNT() FROM TracRTC__History_Log__c WHERE CreatedDate = LAST_N_DAYS:30

Zero on either, with leads arriving, is the problem.

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. Register interest and you will be first to get a free health report: what is leaking, where, and what it is worth.