Summary

Add a diagnostic feature that identifies and displays the reason why an incoming call was not offered to agents who were in an Available status.

Background

There are cases where agents appear to be available, but incoming calls are not presented to them. Currently, it is difficult to determine whether the issue is related to agent availability, routing logic, configuration, capacity limits, system behavior, or another condition.

For example, SIP signaling may show that a call was successfully established or processed, but there is no visibility into why the call was not distributed to available agents.

Requested Enhancement

Provide a call routing diagnostic view or event log that captures the decision-making process when a call enters the queue and explains why agents were excluded or why the call was not offered.

Suggested Details to Capture
Agent availability status at the time of call arrival
Agent eligibility checks and results
Queue/routing rule evaluation
Skills, permissions, and priority matching results
Agent capacity or concurrency limits
Presence state versus actual routing availability
Any system errors or failed routing attempts
Timestamped events showing the call journey from entry to agent offer decision
Expected Outcome

This feature would help administrators and support teams quickly identify call delivery issues, reduce troubleshooting time, and improve confidence that available agents are receiving calls as expected.

Business Impact

Improved visibility into call routing decisions would:

Reduce missed calls caused by configuration or system issues
Improve agent utilization
Simplify troubleshooting for support teams
Provide better reporting and operational insights