The Audit Log provides full transparency into how our lead routing system makes decisions. It shows you exactly which agents were considered, which rules applied, and how the final scores were calculated. This helps you understand why a specific agent received (or didn’t receive) a lead.
How It Works
When a lead enters the system, our routing engine evaluates all eligible agents. Each agent goes through two stages of evaluation:
- Hard Rules – Non-negotiable conditions that either include or exclude an agent.
- Soft Rules – Scoring factors that increase or decrease an agent’s chance of being selected.
The Audit Log captures these details and displays them in an easy-to-read panel.
Selected Users vs. Available Users
- Selected Users: The highest qualified agents, the ones who will be offered the lead first.
- Available Users: Agents who were considered but excluded due to rules or low scores. These users could be offered the lead if the selected users decline or time out.
- Unavailable Users: will not show up in either list. They were not considered for the lead
This distinction makes it clear who was eligible, why they were or weren’t selected, and what influenced the decision.
Hard Rules
Hard Rules determine absolute eligibility. If an agent does not meet these requirements, they are excluded before scoring. Examples include:
- Exclusive Tags – If a lead requires tags like Product 1 and Product 2, only agents with those tags will qualify.
- Required Tags – If a lead requires at least one specific tag (e.g. Product 2), agents without it will be excluded.
- Exclusions – Certain rules may explicitly remove an agent from consideration (e.g. outside service area).
In the Audit Log, you’ll see messages like:
- “This user was removed for not having the following exclusive tags: Product 1, Product 2”
- “This user was removed for not having the following required tags: Product 2”
Soft Rules
Soft Rules apply a scoring system that ranks eligible agents. Each factor contributes positively or negatively to the final score. Examples include:
- Product Weighting – Certain products may carry extra scoring weight.
- Initial Score – A baseline score applied to all agents.
- Scheduling – If an agent is not scheduled, they may receive a negative score. This score does not exclude them from the lead, but it will impact their order in the queue. Agents that are not scheduled will normally only be offered leads if they are the last remaining agents.
In the Audit Log, you’ll see a detailed score calculation, for example:
Final score: Product 2 (5000) + Product 1 (5000) + Initial Score(2) = 10002
or
Final score: Product 2 (5000) + Product 1 (5000) + Agent Not Scheduled (-5000) + Initial Score(2) = 5002
This makes it clear how each rule contributed to the final decision.
Why This Matters
The Audit Log allows administrators and managers to:
- Verify fairness – Ensure that routing decisions follow company rules and logic.
- Debug issues – Quickly see why an agent didn’t receive a lead they expected.
- Improve routing – Identify patterns where rules may need adjusting.
Example Walkthrough
- Luke Auclair – Selected.
- No Hard Rules excluded this user.
- Final score: 10002, based on Product 2 weighting, Product 1, and Initial Score.
- John Smith – Not selected.
- No Hard Rules excluded this user.
- Soft Rule penalty: Agent Not Scheduled (-5000).
- Final score: 5002.
- Mike Brown – Not selected.
- Hard Rule exclusion: Missing required exclusive tags (Product 1 & Product 2).
- Jane Doe – Not selected.
- Hard Rule exclusion: Missing required tag (Product 2).
Summary
The Audit Log is your window into the routing engine’s decision-making process. By breaking down Hard Rules and Soft Rules, it gives you confidence that leads are being routed correctly and provides a clear path to troubleshoot or optimize routing logic.