The Unified Routing Copilot introduces an intelligent analysis layer within the Unified Routing Debug Console to help users understand assignment-related routing outcomes. Instead of manually analysing routing configurations, queue conditions, agent states, capacity settings, and historical events, users can ask natural-language questions and receive contextual explanations for assignment behaviour.

For the current release, the focus is on building the foundational backend capabilities required to support the Copilot experience in future releases. This includes establishing the rules framework, APIs, and analysis contracts needed for assignment-debugging use cases. The conversational user experience and UI integration will be introduced in a subsequent release.

Entry Points for Unified Routing Copilot

Users can access Unified Routing Copilot from the following locations:

• Debug Console

  Access Unified Routing Copilot directly from the Debug Console for troubleshooting and analysis.

  

• Unified Routing Persona Navigation

  Launch Unified Routing Copilot from the Unified Routing workspace navigation menu.

  

• Queue Monitoring (Supervisor Persona)

  Access Unified Routing Copilot from the Queue Monitoring tab within the Supervisor persona. Appropriate permissions are required to view and use the Unified Routing Copilot screen.

  

• Grouped Monitoring (Supervisor Persona)

  Access Unified Routing Copilot from the Grouped Monitoring tab within the Supervisor persona. Appropriate permissions are required to view and use the Unified Routing Copilot screen.

  

Addressing Assignment Troubleshooting Challenges

Diagnosing assignment-related issues can be a complex process that requires analysing multiple routing signals and configurations. Users often need to manually correlate information from routing configurations, queue state, agent availability, capacity settings, priorities, stickiness rules, and assignment history to determine why a specific routing outcome occurred.

As a result, investigating issues such as delayed assignments, uneven case distribution, capacity mismatches, routing execution failures, or unexpected Estimated Wait Times (EWT) often requires deep platform expertise and extensive troubleshooting effort.

The Unified Routing Copilot addresses this challenge by providing guided analysis and contextual explanations that help users understand assignment decisions without manually reviewing large amounts of routing data.

Analysing Assignment-Related Issues

The Copilot is designed to analyse and explain assignment behaviour across several common troubleshooting scenarios.

Identifying Unassigned Cases

The Copilot helps users understand why a work item has not been assigned after being added to a queue. The analysis evaluates potential blocking conditions, including agent availability, skills matching, capacity limitations, stickiness settings, queue membership, and assignment priorities.

Investigating Assignment Delays

When a case experiences delayed assignment, the Copilot can analyse routing timelines and identify contributing factors such as queue backlog, agent state changes, capacity constraints, and priority ordering. This enables users to understand why an assignment occurred later than expected.

Explaining Capacity Mismatches

The Copilot helps users understand why agents may receive more or fewer cases than their configured capacity limits suggest. The analysis validates capacity configurations, capacity overrides, and real-time assignment conditions to explain assignment outcomes.

Evaluating Unequal Case Distribution

When work appears to be distributed unevenly across agents, the Copilot can analyse routing strategies, skill-based routing conditions, priorities, stickiness, and historical assignment patterns. This helps users understand the factors influencing workload distribution.

Generating Assignment Insights

The Copilot generates responses by analysing relevant routing and assignment signals associated with a selected work item, queue, or routing context. These signals can include:

• Queue state

• Agent availability

• Skills

• Capacity settings

• Priorities

The analysis correlates these signals to reconstruct routing decisions and identify the factors that influenced assignment outcomes.

Responses are designed to explain why a particular behaviour occurred by presenting the most relevant contributing factors and supporting evidence used during the analysis.

Asking Assignment-Related Questions

The Copilot supports natural-language questions related to assignment and routing behaviour.

Example questions include:

• Why is this case not getting assigned?

• Why did this case take longer than expected to get assigned?

• Why is this agent assigned more cases than the configured capacity?

• Why are some agents receiving more work than others?

Based on the available routing data and assignment context, the Copilot analyses relevant signals and provides an explanation of the observed behaviour along with supporting evidence.