How to use the distribution audit screen

When requests stay in the queue or never reach an operator, you need more than a waiting list: you need to see what the system did during automatic distribution. The audit screen gathers recent attempts in one place — it is aimed at supervisors who oversee the support line.

When you need it

  • An operator says they are online but no new dialogs arrive.
  • The queue is long while load across the team looks uneven.
  • You changed topics, skill groups, or limits and want to confirm distribution still behaves as expected.

Before you start

  • You need access to the operator panel and the Distribution Audit permission on the role. How to enable permissions and what to do if the menu item is missing is described in Queue monitoring and distribution audit.
  • Direct path (after sign-in): /operator_panel/distribution_audit.

What the screen shows

Summary (cards at the top)

After the page opens you usually see five figures for the last 24 hours:

  • Decisions — how often the system scanned the queue and evaluated candidates.
  • Distributed — how often a request was successfully connected to an operator in this log.
  • Skipped — how often a request was not connected (for example due to quota or topic mismatch).
  • Anomalies — count of records flagged by the system; if greater than zero, a detailed table appears below.
  • Avg. duration (label on screen) — average step length in milliseconds.

Hover the info icons next to the labels for short explanations.

Anomalies

When the block is visible, review time, flag type, request id, and operator. That helps spot rare cases (such as repeated distribution attempts) to discuss with your platform administrator.

Operator diagnostics

This answers: “Why is this operator not receiving new requests?”

  1. Select the operator in the list (you can search by name). Options show active dialogs versus the limit.
  2. Click the search button next to the field (or change the selection — diagnostics may run automatically).
  3. Read the summary message at the top of the result.
  4. Check the blocks using the same labels as in the UI: Active / Limit, Available quota, Matched tickets, and Total in queue.
  5. Warnings about missing skill groups or topics mean you should review topic and group setup with an administrator.
  6. Per-channel limits may appear when channels have separate caps.

Distribution history (sessions)

The table lists sessions — distribution cycles for a given operator.

  • Use filters: operator, request id, time range, event type (connected / skipped / decisions only). There is a reset control.
  • Use pagination and rows-per-page to browse more history.
  • Click the row expand control to open a timeline: trigger, queue scans, connect or skip with a short reason, candidates the system considered, and a closing summary.

The page refreshes periodically; use Refresh in the header for an immediate reload.