Overview

The Router Interview Acceptance report provides insights into how interview invitations are handled, including the number of times they are offered, accepted, refused, or left unanswered. This data helps supervisors assess engagement levels and identify potential areas for improvement in the interview process.

Report Structure

Header

• Report Name: Identifies the report as assigned during setup.
• Report Type and Period: Specifies the type of report (e.g., "Router Interview Acceptance") and the reporting timeframe (e.g., daily, weekly, or monthly).
• Selected Interviews: Lists the interviews included in the report.

Per Time Segment Breakdown

• Time Segment: Displays the time period in which the interviews were offered.
• Offered: Number of times the interview was offered during the segment.
• # Yes: Number of times the interview was accepted.
• % Yes: Percentage of interview offers that were accepted.
• # No: Number of times the interview was refused.
• % No: Percentage of interview offers that were refused.
• # No Answer: Number of times no response was given to the interview offer.
• % No Answer: Percentage of interview offers that received no response.

Total Section

• Summarises total interview offers, acceptances, refusals, and unanswered invitations across all time segments.

Footer

• Displays the date and time the report was generated.

How to Use the Report

1. Assessing Interview Engagement

• By analysing the % Yes and % No values, supervisors can determine how well interview invitations are being received.

2. Identifying Barriers to Acceptance

• A high % No or % No Answer rate may indicate issues such as poor timing, unclear messaging, or lack of interest from recipients.

3. Optimising Interview Scheduling and Delivery

• Reviewing acceptance rates per time segment can help identify the best times to offer interviews, increasing participation rates.

Use Case Example: Improving Interview Acceptance Rates

Scenario:
Lisa, a contact centre supervisor, reviews the Router Interview Acceptance report for the past month to evaluate how well interview invitations are being received.

Reviewing the Data

• She notices that in certain time segments, the % No Answer rate is significantly higher than in others.
• The % Yes acceptance rate is also lower in late evening time slots.

Taking Action

• Lisa investigates whether invitations are being sent at inconvenient times and collaborates with the team to adjust scheduling to periods with higher engagement.
• She revises the messaging in the invitations to make them more engaging and informative.

Assessing the Impact

• After making changes, Lisa runs the report again the following month and finds a noticeable improvement in the % Yes rate and a decrease in the % No Answer rate.

By using the Router Interview Acceptance report, supervisors can refine their approach to scheduling and delivering interviews, ultimately improving participation and engagement rates.