Learn 04 · Case · Queue · Omni-Channel
The Case arrived. The work did not start.
Separate routing, access and picking up the work.
Arrival is not acceptance
Getting the Case into the right Queue and getting a person to start work are different steps.
First separate the route
Is the Case in the agreed Queue? If not, inspect how ownership changed. If nobody has checked, confirm the current owner first.
Then separate pickup
Does a person take the Case manually, or does Omni-Channel offer it? These need different checks.
Compare two explanations
Manual pickup: ask the intended person to open the same Case and try the agreed ownership step. Cannot see it, cannot accept it and does not know who should take it are different findings.
Omni-Channel: check whether an eligible person had capacity, whether work was offered and what happened to that offer. Acceptance followed by waiting is a later step.
A check before a change
With the Queue supervisor and an authorised admin, follow one anonymized Case from Queue arrival to acceptance and the first meaningful action. Record where evidence is missing.
What would change your mind?
If the person can already accept the Case, more access may not address this delay. Investigate the pickup agreement or the next work step.
Try a small change, then compare
If the evidence points to an unclear pickup agreement, agree who takes the next Case and when to escalate. Compare similar work before and after. If the pilot worsens the delay, stop and reverse the agreed change. Without a baseline, do not claim an improvement.
Optional: build a check plan for your Case →
Take this to your next conversation
What did we observe? What else could explain it? Which one check would separate the explanations? Who can check it? What result would make us change our plan?
Fictional learning example. No systems are inspected, no configuration is changed, and no business outcome is verified.