How to use the diagnosis page
The diagnosis page helps you troubleshoot agent settings and verify if they are eligible to make or receive calls. It checks key configurations and provides status indicators so you can quickly spot issues.
Accessing the Diagnosis page
Log in to your Aloware admin account.
Go to the Users menu and search for the user you want to configure.
Click Settings for that user.
Select the Diagnosis tab to view and adjust available options.
Understanding the diagnosis checks
The diagnosis page runs through multiple conditions to confirm an agent’s eligibility for calls:
Agent status – confirms if the agent is active.
Area code – ensures the agent operates within the specified area code.
Country and state – verifies if the agent is allowed to operate in the assigned location.
Campaign hours – confirms the agent is working within the campaign’s active hours.
Device readiness – checks if the agent’s device can receive calls.
Availability – ensures the agent is free to accept calls.
Call concurrency – verifies the agent is within the set concurrency limit.
Daily call quota – confirms the agent has not exceeded the maximum number of daily calls.
Duplication period – ensures the agent is eligible to take calls without hitting duplication limits.
Overall eligibility – summarizes whether the agent meets all conditions to place or receive calls.
Why this page is useful
The diagnosis page gives admins a quick way to pinpoint configuration issues affecting agent availability. Instead of manually checking multiple settings, you can see all conditions in one place, helping you resolve problems faster.