See why a client went to this employee and who changed the rule The Distribution Engine logs bring together every assignment with its rule, its method and the full decision trace, and every change to the rules with the name of who made it.
Lead distribution is a paid Add-on. If you can’t find it in your account, contact support to turn it on.
Before you start · for owners and managers
View distribution rules, and the audit log
You need: View distribution rules, and the audit log Steps 1 Open Distribution Engine → Logs .
2 Choose Assignments , Rule changes or All activity .
3 Press View Details on any automatic assignment to open its decision trace.
Kinds of logs Type
What it holds
Automatic assignment
The rule, the method, the source, who got the client, and the decision trace.
Manual assignment
Who did it, the scenario or rule, the reason, and the previous owner.
Rule change
Created, edited (such as changing the assignees), turned on, turned off, deleted, and who did it.
The decision trace Part
What it means
Rules Evaluated
Every rule with its score and priority, and why it was skipped: the source doesn’t match, the sessions don’t match, or the conditions aren’t met.
Winning Rule
With its specificity, priority and method.
Assignees
Every eligible assignee, and every assignee who was excluded, and why.
Assigned to
Who got the client.
Together, the two logs answer “Why did the rule stop on Tuesday?” and “Who turned it off on Tuesday?”.
An edit that changed nothing isn’t logged. The turn moving forward and the score calculation aren’t logged.
A client who matched no rule leaves no log here. To find out why, try it in Test your distribution rules with a sample client .
A real example The situation
“Why did Jeddah requests stop reaching me?”
What they did
The manager opened the logs and filtered on rule changes. The result
He found that a teammate had removed him from the Jeddah rule’s assignees on Sunday, and added him back.
A made-up company, to show the idea. The numbers are rounded.
Good to know Logs follow the audit log’s retention period. Clients who didn’t match don’t show. Did this guide solve it?
If not, we’ll ask what was missing.
We read every answer. To get a reply, use Contact support .
