Two overflow strategies. Top performer ranks the eligible reps by a composite score built from conversion rate and speed to lead, weighted the way the owner set it. Specific rep pins overflow to one person, falling back to top-performer ranking whenever that person is not eligible for that lead. Unproven reps below a minimum-leads gate score zero — never preferred over a proven rep, but still selectable so a lead is never held.
Also called: all my reps are full · what happens when reps are capped · top performer gets the overflow
- 1Rep scores are computed once per run for the whole rep set, never once per lead
- 2Tie breaks run composite, then conversion, then fastest speed to lead, then lowest open workload
- 3The chosen rep's score is written onto the assignment row so the decision is auditable
- 4The overflow reason is recorded distinctly from a priority or fair-share assignment
When every eligible rep is at capacity, the safe-looking choice is to hold the lead until somebody frees up — which means the customer waits, and the first builder to ring gets the job. Leads are assigned anyway: to the top performer, or to a rep the owner nominates. The ranking behind that was broken for a while, scoring only the nominated fallback so everyone else compared as zero. New reps have to clear a minimum before they can win overflow on a fluke, while staying pickable so nothing stalls.
- Capacity limits turning into a queue nobody drains
- Overflow ranking against an empty score set
- Unproven reps outranking proven ones
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