Symptom / Need

The client reports a failure in assigning interactions to agents.

Context / Scenarios

This behavior can occur when the "Search for last 24h Agent" component is configured in the interaction channel. This component seeks to ensure that when a customer is assisted by an advisor via email and responds within the 24-hour timeframe, the component consults the history, validates the time window, and prioritizes reassigning the interaction to that advisor ($id_last_agent) .

Answer / Solution

Step 1: Initial Flow Validation and Verification

1. Review the routing diagram: Verify that in the Interaction Flow channel of the flow, the "Last Agent" component has correctly assigned the variables $id_last_agent , $minuts_last_call , $channel_last_call and $skill_last_call .
2. Verify the transfer component: Confirm that the "Transfer Skill" component is configured to perform priority mapping to $id_last_agent.
3. Perform channel tests: Run send and respond tests on the mail channel to confirm whether variables are returned or if the interaction is diverted to the general queue.
4. Set up a test flow using the " Find last 24h agent" component, perform a first interaction through the flow and end it.
5. Next, it performs a second iteration and validates the value being returned by the variable $id_last_agent to determine if it is correct. If the problem persists, it escalates the case to the Wolverham service desk.
6. If the case is escalated to the service desk, the Level 1 analyst: Repeats steps 3, 4, and 5 on a different server operation.
7. The service desk analyst checks if any updates were deployed on the server, which could have affected the component's proper functioning.

Escalation

When the parameterization in the flow is correct and the related checks have been performed in the previous point, but the mail reassignment continues to fail, the service desk analyst escalates the case to Level 3 (Core Team).

Minimum Required Information

If the email assignment failure persists and the "Find Last Agent 24h" component is configured, the service desk analyst collects the following data to escalate the case to Level 3 (Core Team):

• Name of the affected operation.
• ID or Name of the Routing Point or routing point where the component is configured.
• Configuration details in the flow: Component "Find Last Agent 24h" (mapped with $id_last_agent, $minuts_last_call, $channel_last_call and $skill_last_call).
• "Transfer Skill" component (Target Skill, Service, Priority and priority assignment to $id_last_agent).
• Detailed description of the technical problem: Evidence that responses within 24 hours are not redirected to the initial advisor and enter the general queue, in addition to a record with the verifications carried out in the previous points.

Variable mapping in the flow: The "Last Agent" component uses the variables $id_last_agent (ID of the initial agent), $minutes_last_call (elapsed time), $channel_last_call (service channel), and $skill_last_call (skill of the initial interaction). Subsequently, the transfer component ("Transfer Skill") uses the $id_last_agent variable for priority assignment.