Sprinklr's Unified Routing system is designed to be highly efficient, but there are instances where it may not assign a case to an agent. In these situations, an agent might not receive any cases even as new customer cases continue to populate the work queue. To address these issues, Unified Routing provides several tools for supervisors to diagnose and resolve assignment problems. Common reasons for these issues include:

Common Reasons for Case Assignment Failures

• Agent Unavailability: The case was not assigned because no agents were available.

• Agent’s Full Capacity: The case was not assigned because all agents have reached their maximum capacity.

• Lack of Required Skills: The case was not assigned because the available agents do not possess the necessary skills and proficiencies.

• Rule Engine Issues: The case is stuck in the rule engine and has not been assigned to the work queue.

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In this article, we will explore how to troubleshoot assignment issues on the Sprinklr platform.

Assignment Issue: Case Not Assigned to User

Step 1: Verify Case Assignment to Work Queue

Sometimes, cases get stuck in the rule engine due to incorrect configurations and are not assigned to the work queue. To ensure the case is assigned to the work queue, check the pending cases in the work queue details.

Step 2 : Check Agent's Availability Status, Skills and Consumed Capacity

This information can be viewed directly from the Assignees tab in the queue details section.

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1. Agent Availability Status: The agent must be in the correct availability status as defined in the work queue settings. For example, only Anil Singh and Unmesh Desale are in the correct availability status to receive cases.

2. Agent Capacity: The agent should have the required amount of free capacity points for the case to be assigned. This can be checked in the “Consumed Capacity” column in the Assignees tab. For instance, if a case requires 20 capacity points, the agent’s maximum consumed capacity should be 80 or less. If the agent’s consumed capacity exceeds this value, the case will not be assigned, even if the agent is available and has the necessary skills.

3. Skill-Based Routing: Check the skills tagged with the case and those assigned to the agent. Skills required for a case are usually tagged in a custom field (e.g., Required Skills (CF)). You can check the case properties to see the skills tagged with the case. For agents, check the assigned skills in the Assignees tab of the queue details pane. If the available agents do not have all the required skills, the case will not be assigned to any agent.

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Assignment Issue : Agent Not Receiving Cases

Step 1 : Verify Agent's Availability Status

This step is same as described in the previous section.

Step 2 : Check Agent's Skills and Consumed Capacity

Additionally, verify that the skills and capacity profile assigned to the agent are correct. Navigate to the Agents tab of Unified Routing and edit the agent’s details if necessary.

Step 3: Check Agent's Current Assignments

For agents with a consumed capacity of 100 or more, no further assignments will be made unless the capacity is cleared (unless overflow capacity is defined). To check the cases/messages/tasks currently assigned to an agent, refer to the this article. You can delete unwanted assignments to free up the agent’s capacity.

Using Care Reporting to Diagnose Assignment Failures

Sprinklr’s powerful Care Reporting module can be used to check past assignments of any agent or work queue. You can also view the skills assigned to an agent, skills tagged with a case, case priority rank, etc. Refer to this article to learn about how to plot assignment reports.

Ensuring efficient case assignment in Unified Routing involves several critical steps. By verifying that cases are correctly assigned to the work queue, checking agents’ availability status, skills, and capacity, and utilizing Care Reporting, supervisors can effectively diagnose and resolve assignment issues. Regular monitoring and adjustments based on these checks will help maintain optimal performance and ensure that customer cases are handled promptly and efficiently.