Surface reasons why a Designated Assignee was skipped in Handoff logs
When a Handoff runs and the Designated Assignee is not selected, there is no visibility into why. The reason could be a disconnected calendar, the assignee being busy at the chosen time, or a non-matching queue, but none of this is currently logged or reportable. When reps use "Show availability for all" and select a time that works for the prospect, the top-of-queue rep is frequently bypassed due to calendar conflicts, which degrades the value of the Designated Assignee field in Salesforce for tracking process adherence.
Chili Piper should log and expose the reason a Designated Assignee was bypassed during a Handoff, either in a dedicated log view or as a reportable field. Ideally, the Designated Assignee field would be populated with both the user and a status, such as "name@email.com, available" or "name@email.com, calendar booked at time of meeting."
Without this, admins cannot diagnose underutilized licenses, identify patterns in skipped assignments, or hold teams accountable to routing process. It is a direct blind spot in the routing layer that undermines reporting accuracy.
Chad Allard
Kim from Avalara has suspicions that some of her reps are not being honest and are changing the queue that comes up when Instant Booker loads in order to stack leads to different reps.She has requested some kind of ability to track which queue the prospect routed to first either in logging or as a custom field so that she can report on whether the queue was changed by the rep.Another point that came up in conversation was the ability to set a "Strict workspace" ie: disallow the reps the ability from choosing another queue from the dropdown even if the prospect matches, and force them to select the first queue the prospect matches into.