Overview

The Router Forwarding Analysis report provides a detailed breakdown of calls routed to a contact center, identifying their origins. This report categorizes the calls based on whether they were forwarded internally (from within the company) or externally (from an outside source), giving supervisors insight into call routing patterns and potential areas for improvement in contact center operations.

Report Structure

Header

• Report Name: Identifies the name of the report as defined during the report setup.
• Report Type and Period: Specifies the type of report (e.g., "Router Forwarding Analysis") and the reporting period (e.g., daily, weekly, or monthly).
• Selected Router(s): Lists the router(s) involved in forwarding the calls during the defined period.

Per Origin: The report is broken down into categories for each type of call routing origin.

• Via:
  • Empty: Calls directly routed to the router without being forwarded by any number.
  • Number xxx: Calls forwarded to the router through a specific number.
• External Calls: The total number of calls that originated externally (from outside the company).
• Internal Calls: The total number of calls that originated internally (from within the company).

Totals: Summarizes the total number of external and internal calls, providing a clear view of all incoming call activity during the reporting period.

Footer: Contains the date and time the report was generated, ensuring the data is current and reliable.

How to Use the Report

1. Understanding Call Routing Origins
The Router Forwarding Analysis report allows supervisors to analyze the origin of calls, breaking them into internal and external categories. By understanding whether calls are directly routed or forwarded by specific internal numbers or external sources, supervisors can identify patterns and bottlenecks in call flow.

2. Identifying Trends and Potential Issues
By reviewing the External Calls and Internal Calls columns, a supervisor can determine if an abnormal number of calls are being forwarded internally, which could indicate issues with the routing system or the efficiency of specific team members. Similarly, a spike in External Calls may suggest the need for additional resources or training for handling external customer inquiries.

Use Case Example: Improving Contact Center Performance

Scenario:
Sarah, a contact center supervisor, runs the Router Forwarding Analysis report for the past week. Here's how she would use the data to improve performance:

Reviewing the Data:
Sarah notices that the External Calls category has risen by 25% compared to the previous week. Upon further investigation, she identifies that many external calls are being forwarded to a specific internal extension.

Root Cause Analysis:
After reviewing the Via section of the report, Sarah observes that calls routed through the external number are directed to a particular team that handles specialized queries. However, this team appears to be overwhelmed with the volume of calls, leading to delays and longer wait times for customers.

Action Plan:
Sarah decides to reallocate some of the external calls to a different team with more capacity, based on the insights from the report. She also trains the specialized team to streamline their processes and reduce unnecessary internal forwarding.

Monitoring Progress:
Over the next week, Sarah runs another Router Forwarding Analysis report to assess whether the changes have been effective. She compares the external call forwarding and internal routing data, and she finds that the overall call wait time has reduced, leading to improved customer satisfaction.

By using the Router Forwarding Analysis report, Sarah can make informed decisions about optimizing call routing, improving resource allocation, and enhancing overall contact center performance.