Turn a routing symptom into a root-cause fix

Inbound enterprise leads are repeatedly routed to the SMB queue even after two rule edits. Use Five Whys to move from the observed failure to the underlying process, data, or ownership cause that keeps reproducing it. The usual shortcut is to stop at “the rule was wrong,” which explains the symptom but not why the same class of defect keeps reappearing. Start with the symptom State the failure in one sentence: enterprise leads routed to SMB. A good why-chain starts with the observed effect, not the presumed cause. Ask why the effect happened Because the country-plus-segment fallback logic fired unexpectedly…

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