Automatic Distribution Report

Monitor the performance of automatic distribution of services.

Here you consult the attendances distributed automatically by the platform, tracking information such as protocol, status, allocation date and time, response time, responsible agent and number of attempts.

See the path in the Figure 1:

^{Figure 1: Automatic Distribution Report of Attendances.}

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Filters

The button Filters allows refining the view of the records according to allocation period and status, making it easier to analyze attendances not allocated, processing, allocated or with error. See in the Figure 2:

^{Figure 2: Filters.}

Description of filter fields

Below are detailed the available fields and their respective functions. See in the Figure 3:

^{Figure 3: Filter fields.}

Period - Allows selecting a date range to filter allocation records. The results displayed will be those that occurred within the chosen dates.

Allocation status - Defines the current state of the allocation you want to consult. The available options are:

• Not allocated: records that have not yet been linked to any allocation.

• Processing: records that are in the processing phase or awaiting confirmation.

• Allocated: records that have already been successfully allocated.

• Error: indicates that there was a failure in the allocation process.

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Status Chart

By clicking on Chart, it is possible to view the percentage distribution of attendances according to their status, helping to identify bottlenecks or failures in the automatic process. See in the Figure 4:

^{Figure 4: Status Chart.}

In the table below the chart, the legend and the absolute and percentage values of each status, allowing a clear view of the total volume and the success rate of the distribution. See a more detailed example in figure 5:

^{Figure 5: Status Chart in detail.}

What each color represents in the chart:

• Allocated (green): indicates attendances that were correctly distributed to an agent.

• Error (red): represents failures in the allocation process.

• Processing (blue): shows attendances that are still being processed.

• Not allocated (yellow): displays attendances that were not directed to any agent.

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Use Cases

The automatic distribution report is especially useful for:

• Monitoring the efficiency of automatic distribution - tracking the success rate of allocations and identifying possible failures in the automated process.

• Identification of system bottlenecks - detecting attendances stuck in "Processing" or "Not allocated" status that require manual intervention.

• Analysis of failures and errors - investigating attendances with "Error" status to identify root causes and implement corrections in the distribution system.

• Optimization of distribution rules - using data on attempts and response times to adjust automatic allocation criteria.

• Audit of the allocation process - verifying whether attendances are being distributed correctly according to the configured rules.

• Measurement of system performance - tracking the average time between the arrival of the attendance and its effective allocation to an agent.

• Operational troubleshooting - quickly diagnosing problems when attendances are not distributed automatically as expected.

• Planning improvements - identifying patterns of failure or inefficiency to justify adjustments to automatic distribution settings.

• Service quality assurance - ensuring that all attendances receive adequate allocation without loss of requests.

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