Routing logic isn't just territory assignment. The agent applies a hierarchy of routing rules: first, does an account already have an owner (existing account routing)? Second, does the lead's territory assignment match an available rep (territory routing)? Third, does the lead require segment-specific expertise (vertical or product-line routing)? Fourth, is the lead partner-sourced (partner attribution routing)? Each rule set is applied in priority order, with fallback rules when the primary criteria don't produce a clear match. The routing decision is made in under 60 seconds.

Territory-based routing breaks down when a rep is on PTO, has a full queue, or is a new hire still ramping. The agent monitors rep availability (connected to calendar and out-of-office settings) and lead queue depth (how many open leads each rep is working) and applies load-balancing rules when primary territory routing isn't optimal. A rep at 150% of queue capacity gets fewer leads routed than a rep at 80%. A rep on PTO has leads temporarily re-routed to the backup assigned in the routing rules. Queue overflow doesn't mean leads sit unrouted — it means the system redistributes appropriately.

Real routing complexity comes from edge cases: a lead from a known account that has two reps on it (AE + CSM), a re-engagement from a closed-lost account where the original rep has left, a lead from a company that's a current customer in a different division. The agent applies ownership resolution rules for each scenario: active account with CSM routes new leads to the CSM-plus-AE combination; closed-lost with departed rep routes to the territory rep; current customer in different division routes to the AE with an internal handoff note flagged. Every edge case has a defined resolution.

Routing without measurement produces invisible problems: a territory mapping error that routes 20% of Tier 1 leads to the wrong segment, a capacity rule that's chronically redistributing leads away from the best rep for a specific vertical, or a routing rule that triggers a 10-minute delay for leads that should be immediate. The agent tracks routing speed by tier, routing accuracy (how often the first-assigned rep was the right rep), and rep performance on routed leads (conversion rate by routing rule) — and surfaces anomalies that indicate a routing rule needs adjustment.