Objective

Check whether a staffing-related alert matches recorded agent state.

Environment

  • The alert offers Timeline and your access includes agent state history.

Resolution

  1. Open the active alert and read its channel, group, and trigger time.
  2. Select Timeline to inspect the affected agents’ recorded status around that time.
  3. Compare the state shown at the trigger with the current agent state.
  4. If the situation has recovered, review the alert lifecycle before acknowledging or closing follow-up work.
    Example alert lifecycle for Support Queue showing a critical no-coverage alert, recovery after 42 seconds, and notification times.
Note: Check the scope

A current Online state does not erase a past gap; compare times rather than only the latest status.