Introduction

The contact routing logs can be used to review how contacts are assigned. It provides an audit trail that can be reviewed by Team Owners/Admins, allowing for necessary adjustments to the rules in place if needed.

*This feature can only be accessed by users with the "Contact Routing Rule Management" permission.

The contact routing logs are found under Settings > Contact Settings > Contact Routing > Routing Logs in the top-right corner.

Once clicked, a pop-up window will appear, displaying all routing logs for review.

By default, this section will show the contacts that have been routed in the last seven days, but you can also choose to show routed contacts "Today", "Yesterday", "Last 3 Days", or "Last 30 Days".

The number next to these time filters is the total number of contacts that fall into the corresponding time range.

Here is the breakdown of what is displayed in the routing logs:

1. The first part on the left shows the contacts. If you click on the name, you will see the basic information of that contact and can then compare it with the contact routing rule that it was routed through, as seen with #2. 
2. The second part shows the result of the contact routing rules, rule by rule. The "N" indicates that it was not routed by that rule, the "Y" shows where it matched and was routed, as seen near #3 on the screenshot.

Questions?

If you have any questions about this topic or anything else, please get in touch with our Support Team. You can email us at <Support@LoftyWorks.com> or call us on +44 330 321 3500.