Short answer
It waits in the queue. DialerDay never hands a lead to an agent who isn't allowed to take it, so a lead in a state nobody is licensed for, or needing a skill nobody has, stays pending without an owner. As soon as an eligible agent exists, it's dialed in normal order.
Routing rules are only useful if they're strict. If a Florida lead went to an unlicensed rep "because nobody else was free", the rule would be pointless. So DialerDay takes the safe option: a lead nobody may take waits.
The cases where a lead waits
| Situation | Why it waits | How it starts moving |
|---|---|---|
| State routing on, and nobody is licensed in the lead's state | No eligible agent | Give an agent that state skill |
| Skill routing on, and the lead needs a language or tagged skill nobody has | No eligible agent | Give an agent the skill, or remove the tag |
| The campaign requires skills nobody on its teams has | Nobody can work the campaign | Add the skill to agents, or change the requirement |
| Owner only, and the owner isn't dialing | The lead belongs to them | Set a release time, or reassign |
| The lead is outside calling hours, on DNC, or at its maximum calls | Calling rules | Waits for the window, or is never called (DNC) |
What waiting means
- The lead stays *pending* in the campaign. It isn't skipped, failed or removed.
- It isn't given an owner by automatic assignment.
- It doesn't count as an attempt.
- The moment an eligible agent starts dialing, it's back in normal order.
A lead nobody can ever take
When state routing is on and the lead's state has no state skill defined at all, nobody can possibly be licensed for it. Automatic assignment leaves those leads alone instead of retrying them every minute. Add the state skill, give it to someone, and they start flowing.
How to find waiting leads
- The campaign's up next preview and the Queue priority preview show what the dialer would take now. A big gap between "due" and what agents are actually dialing points to routing.
- Filter contacts by state, language or tag to see how many need a skill nobody holds.
- Watch call frequency. Leads stuck behind routing rules show up as behind on their minimums.