Overview

The Router Call Qualification report provides insight into how agents categorise routed calls by tracking the frequency of call qualification entries. This report helps supervisors understand the types of customer interactions handled by different routers, identify common call themes, and assess whether call routing aligns with business needs.

Report Structure

Header

• Report Name: Identifies the report as assigned during setup.
• Report Type and Period: Specifies the type of report (e.g., "Router Call Qualification") and the timeframe covered (e.g., daily, weekly, or monthly).
• Selected Router(s): Lists the routers included in the report.
• Report Period: Displays the reporting period chosen for analysis.

Per Router Breakdown

• Router Name: Specifies the name of the router being analysed.
• Call Qualification: The category or description assigned to calls by agents.
• Frequency: The number of times a particular call qualification was selected during the reporting period.

Footer

• Displays the date and time the report was generated.

How to Use the Report

1. Understanding Customer Interaction Trends

• Supervisors can use the report to identify the most frequently assigned call qualifications, highlighting the main reasons customers contact the centre.

2. Evaluating Call Routing Effectiveness

• If certain call qualifications are disproportionately high for a specific router, it may indicate a misalignment in call distribution or a need for specialised agent training.

3. Improving Agent Training & Call Handling

• Frequent call qualifications related to unresolved issues or escalations can signal a need for additional training or improved resolution strategies.

Use Case Example: Enhancing Call Routing Efficiency

Scenario:
Mark, a contact centre supervisor, reviews the Router Call Qualification report for the past month to understand common customer inquiries.

Reviewing the Data

• He notices that a high number of calls under one router are categorised as "Billing Inquiry," but another router, intended for billing-related calls, has significantly lower qualification entries for the same category.

Taking Action

• Mark investigates the call routing setup and discovers that some billing-related calls are being incorrectly routed to the general inquiries team.
• He collaborates with IT to adjust call routing rules to ensure billing-related calls are directed to the correct department.
• He also provides additional training for general inquiries agents to better handle basic billing questions, reducing unnecessary call transfers.

Assessing the Impact

• After implementing changes, Mark runs the report again the following month. He observes a more even distribution of billing inquiries across the correct routers, leading to improved first-call resolution rates and reduced call transfer volumes.

By using the Router Call Qualification report, supervisors can optimise call handling, improve routing accuracy, and enhance the overall customer experience.