Debug Using Reporting Dashboard
Updated
An agent not receiving cases refers to a situation in which a specific agent does not receive any case assignments despite new customer cases entering the work queue. This issue may arise due to factors such as incorrect routing configurations, agent capacity limits, or inactive status settings. Unified Routing provides diagnostic and monitoring tools that allow supervisors to analyze routing logic, review agent eligibility, and identify the underlying cause of the assignment disruption.
Most of the time, the reasons fall into one of the following categories:
The case was not assigned due to the agent’s unavailability.
The case was not assigned because the agent's capacity is full.
The case was not assigned because available agents lack the required skills and proficiencies.
The case is still stuck in a rule and has not yet been assigned to the work queue.
This impacts SLAs and results in a subpar experience for our clients. Traditionally, while debugging such cases, many parameters could be identified directly from reporting, reducing dependency on developers and enabling IC, MS, PS, and TSE teams to perform preliminary checks and sanity validations before escalating the issue further.
To support this, we have now compiled a set of case assignment fault debugging dashboards within the reporting tools. These dashboards help identify issues independently and take the necessary corrective actions.
Examples of Some of the Dashboards
Assignment Journey widget: This widget helps to view the overall assignment journey of a case.
Agent Availability Status: Sometimes cases can get stuck as there aren’t enough agents available to handle the case, so to check how many agents were available during a specified time, we can plot the table as displayed below.
Cases Stuck: To check if cases are getting stuck with an agent, plot a table with case, agent, case count and case creation time metrics.
Capacity available: One reason for cases not being assigned could be that the agents are not available, as they already have cases assigned and capacity consumed. To check if the same is the case, we can plot a widget as shown below.
Dashboard for voice cases:
Dashboard for social cases:
Macro usage: Some cases could get routed to the wrong queue due to a macro being applied. To check for the macros applied to a case, the dashboard shown below can help.
Current Assignment: This dashboard helps see the current assignment of the agent. This report gets updated in real-time, which can be plotted after the enablement of these reports in the given environment.
Assignment Engine Report: The Assignment Engine report shows the number of calls answered and abandoned in the selected time range at the queue level. This report also displays the service level for various queues. It usually gets updated with a lag of 30-40 seconds. To plot the report and understand the metrics.
Detailed Consumed Capacity Report: This report allows seeing the consumed capacity of the agent based on the channel and the capacity change time. Also, the total consumed capacity fields help account for assignments and unassignments. The capacity report helps understand cases in which channels are consuming the capacity of the agent.
