TICKET MANAGEMENT
Weekly Front load-fairness report from the reassignment audit log
Once a week, analyze the Postgres reassignment audit log to measure how evenly Front conversations were distributed across agents and timezones, and deliver the report to Slack.
How it runs
The automated pipeline, trigger to output.
- TriggerSchedule: weekly
- ActionQuery trailing 7 days from audit logPostgres
- LogicCompute per-agent volume and load spread
- ActionWrite weekly snapshot to reporting tablePostgres
- OutputPost fairness report to SlackSlack
What it does
Reads the accumulated reassignment audit log and computes weekly fairness metrics: conversations handled per agent, inbound vs. outbound reassignments, off-shift catches, and load spread across timezones. It turns the raw audit trail into a readable report and posts it to Slack for the team retro.
When to use it
Use it when you've been auto-routing and rebalancing Front conversations and now need to prove the distribution is actually fair, or to spot agents who are chronically overloaded or under-utilized before it becomes a morale problem.
How it works
- 1A weekly schedule triggers the report run.
- 2The flow queries the Postgres audit log for the trailing seven days of assignments and reassignments.
- 3A logic step computes per-agent volumes, the reassignment churn rate, and timezone load spread.
- 4It writes a summarized weekly snapshot row back to a Postgres reporting table.
- 5The formatted fairness report is posted to a Slack channel for the team.
Set it up
What you configure once, before turning it on.
- 1Connect PostgresAny Postgres URL — query, write, migrate.
- 2Connect SlackChannels, DMs, threads, mentions.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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