Agent Roster and Skill Assignment Verification

Daily inspection template to confirm scheduled agents are assigned to the correct skills and queues for the expected contact mix, with coverage, escalation, and schedule accuracy verified before the shift begins.

Inspection Details

• Inspection date and shift
  Record the date/time of the roster verification and the shift being reviewed.
• Site, team, or queue group identified
  Enter the site, team, line of business, or queue group covered by this verification.
• Forecast source reviewed
  Select the source used to determine the expected contact mix for the day.
• Roster version or schedule snapshot referenced
  Enter the roster version, export timestamp, or schedule snapshot used for verification.

Expected Contact Mix and Coverage Plan

• Expected contact channels identified
  Select all channels expected for the shift.
• Critical queues have assigned coverage
  Verify every critical queue has at least one scheduled agent mapped for the shift.
• Coverage level meets forecasted demand
  Rate whether the scheduled staffing level is sufficient for the expected contact mix and volume.
• Known shrinkage or absences accounted for
  Confirm breaks, meetings, PTO, training, and known absences were included in the coverage plan.

Agent Skill and Queue Assignment Verification

• Scheduled agents are mapped to the correct primary skill
  Verify each scheduled agent is assigned to the primary skill required for their planned work.
• Secondary or backup skills are assigned where needed
  Confirm backup skills are assigned for overflow, breaks, and queue balancing where applicable.
• Queue assignments match the day's routing plan
  Verify the queue mapping in the roster matches the planned routing or skill-based distribution.
• Agents with restricted or expired skill authorization identified
  Confirm no scheduled agent is assigned to a queue or skill they are not currently authorized to handle.
• Cross-trained agents are placed to support peak demand
  Verify cross-trained agents are positioned to absorb expected spikes or high-priority contacts.

Exceptions, Overrides, and Escalations

• Roster exceptions documented
  Document any swaps, manual overrides, unplanned absences, or late changes affecting the roster.
• Escalations sent for uncovered queues or skill gaps
  Confirm any uncovered critical queue or skill gap was escalated to the appropriate owner.
• Temporary reassignments approved by the appropriate manager
  Verify any temporary skill or queue reassignment was approved and recorded.
• Corrective action owner and due time recorded
  Enter the owner and expected completion time for any follow-up action required.

Review and Sign-Off

• Verification completed before shift start
  Confirm the roster and skill assignment verification was completed before the shift began.
• Inspector notes
  Add any additional observations, risks, or context relevant to staffing readiness.
• Inspector signature
  Capture the inspector's sign-off if required by local process.