Availability Log for routing investigations
Inspect recorded channel, operator and conversation availability to investigate past queueing and routing.
What it is
Availability Log lets you inspect earlier channel, operator and conversation states. It helps explain why work queued, which operators were available and when assignments changed. Recording must already have been enabled for the period you want to investigate.
Who uses it and why
- Developers with the Developer role investigate availability and routing with Powerfront.
- Administrators provide the affected time and conversation identifiers and ask Powerfront to check recording or retention.
Where to find it
Open History and select Availability Log from the view selector. Client access requires the Developer role. Powerfront manages recording at Settings › General Settings › Admin.
How it works
- Choose Date range, or use a custom range with From (UTC) and To (UTC). The default is Last 24 hours.
- Narrow the investigation with Channels, Operators, Platforms or Tags, then select Apply.
- Move the timeline slider to inspect the selected time. Use Previous time, Next time, Increment and Zoom to examine a shorter interval.
- Compare Available operators, Assigned conversations and Queued conversations. Inspect channel state and the conversation lists for more context.
- Select a conversation identifier to expand its recorded events. You can also enter comma-separated identifiers in Conversation IDs and press Enter.
The history records changes such as conversation starts, queue entry, assignment, transfers and endings, alongside channel and operator changes. Conversations that start and finish within the selected interval can still appear.
Configure it
Ask Powerfront to turn on Enable Availability Logs before the period you need to investigate. It is off by default. Powerfront can also change Availability Log Retention (days), which defaults to 180 days and accepts 1 to 3650 days.
Enabling recording does not recreate earlier events. Saved records are written in batches about once a minute.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Availability Logs | Settings › General Settings › Admin | website | Off | Powerfront | Records channel, operator and conversation availability changes for later investigation. |
| Availability Log Retention (days) | Settings › General Settings › Admin | website | 180 days | Powerfront | Sets how long saved availability records are retained, from 1 to 3650 days. |
Permissions
| Permission | Lets you |
|---|---|
| Developer | Access availability history for the website. |
Limits and good to know
- Custom times are UTC. Convert the time of the incident before searching.
- A timeline range is limited to seven days. Saving records for longer does not extend that interactive range.
- The end of a selected interval is excluded.
- Available history can contain gaps if recording was off or records could not be saved. An empty view does not prove that no activity occurred.
- Some display details can reflect current configuration, so use the recorded event sequence together with conversation history.
Depends on and works with
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontConfigured by
Powerfront manages availability recording and retention.
- Roles and permissionsConfigured by
The Developer role controls client access to availability history.
- Skillsets and skills-based routingEnhances
Skill and routing information helps explain which operators could receive work.
- Operator availability statusEnhances
Recorded operator availability and capacity help explain earlier availability states.
- Conversation detail and abandonment reportsRelated
Conversation detail provides handling context for an availability or routing investigation.
Used by
- Operator availability statusRelated
Availability Log can help explain earlier availability and assignment changes when recording was enabled.
- Service Overview dashboardRelated
Availability Log helps investigate earlier operator and routing states beyond the live dashboard.
- Wind-down and transfer reasonsRelated
Availability history can show the wind-down reasons operators selected.
FAQ and troubleshooting
Why can I not see Availability Log?
The view requires the Developer role and access to the relevant history views. An administrative role alone does not grant availability-history access.
Why is an earlier incident missing?
Ask Powerfront to check whether recording was enabled at the time and whether the records remain available. Also check your UTC range and filters.
Why can I not replay the whole retention period?
Saved retention and the interactive timeline cover different periods. The timeline accepts a range of at most seven days.
Does moving the timeline change live routing?
No. It loads recorded availability states for inspection.