Reviewing the overnight batch

At the end of the day, items nobody worked are collected into an overnight batch for each location. DialSplice proposes an assignment for each item and attaches fairness evidence. Nothing is released to agents until a manager reviews the batch and releases it. That review is logged.

What you’ll see

• On the manager desk, a card reads “Overnight batch · Northgate”, with a line such as “9 items · fairness evidence attached” and an “Awaiting review” chip.
• The coverage stats show “Overnight batch · 9 to review”.
• An “Overnight batch ready for review” alert may arrive by email or in Teams / Slack, depending on the notification policy.
• The Overnight tile in queue health shows the count until the batch is released.

Steps

1. Open the manager desk and click the overnight batch card.
2. Read the batch summary: the number of items, the location, and the fairness evidence. Evidence shows how the proposed assignments were spread across available agents, for example by current load and time in status.
3. Review each proposed assignment. You can accept it, reassign it to another agent in scope, or move it to Coverage.
4. Click Release. The items move into their views — Power Hour, Callbacks, or Inbound — under the assigned owners.
5. The ledger records the release with your name, the location, and the batch reference.

What the batch does not do

• It does not assign work across locations. A Northgate batch only contains Northgate items and only proposes Northgate agents.
• It does not retry anything overnight. Cadence steps that fall overnight wait for the next eligible time.
• It does not include contact identity in the alert. Open the batch in the desk to see who.

If something looks wrong

• The batch is empty. Every item was worked or is in a hold. Check Attempt caps reached and Reconciliation holds.
• An agent in the evidence is off today. Reassign before release. Presence at review time is not automatic.
• You released too early. Reassign individual items from Coverage. The original release stays in the ledger.

Related

• Reading queue health
• Attempt caps and holds
• Reading the audit ledger