When a customer query is misrouted by Agentforce, what should be checked first?

In the scenario where a customer query is misrouted by Agentforce, it's crucial to assess all the potential factors that could contribute to the misrouting. Each of these considerations plays a vital role in ensuring that queries are directed to the appropriate agents.

Checking the routing rules in Omni-Channel is fundamental as these rules dictate how queries are distributed among agents based on their availability, skills, and workload. If the rules are misconfigured or not aligned with the current needs of the organization, queries may not reach the right agent.

Verifying that AI is correctly identifying intent is equally important because if the AI system misinterprets what the customer is asking, it may route the query to an agent who is not suited to address the specific issue. Accurate intent detection is essential in directing the customer to the correct resource.

Ensuring that fallback logic routes queries properly is another critical step. Fallback logic is applicable when the primary routing fails or when AI cannot confidently determine the appropriate agent. Properly configured fallback systems provide a safety net to ensure customer queries are still addressed even when other methods fail.

By considering all of these elements—routing rules, AI intent recognition, and fallback logic—one can diagnose and correct the misrouting efficiently. Hence, the correct approach