Replay test
Lead-routing performance scorecard
Use the same historical records and answer key for every candidate. Score the system through the accepted outcome, not the CRM update.
| Measure | Unit | Definition | Current | Candidate |
|---|---|---|---|---|
| Time to first eligible owner | Median / P90 | Start event through ownership by someone able to act | ________ | ________ |
| Match accuracy | % | Correct territory, account, segment, product, language, and skill | ________ | ________ |
| Unassigned rate | % | No eligible owner inside the promised service window | ________ | ________ |
| Reassignment rate | % | Moved because the first route was wrong, stale, unavailable, or rejected | ________ | ________ |
| Override rate | % + reason | Manual corrections grouped by a usable reason code | ________ | ________ |
| Exception queue age | Median / P90 | Time unresolved records wait for repair | ________ | ________ |
| Accepted-outcome rate | % | Reached the agreed next stage without preventable routing correction | ________ | ________ |
| Cost per accepted route | $ | Software, enrichment, implementation, and operating labor | ________ | ________ |
Failure injection
Run these cases deliberately. Record whether the system fails visibly, preserves an explanation, and supports safe reprocessing.
Missing geography or industry
Free-email domain
Duplicate under an existing account
Owner out of office
Capacity exceeded
Late enrichment
Two rules match
Language and territory conflict
Interpret the score before choosing a vendor
The companion guide explains the answer key, 500-record replay, segmentation, and procurement questions.