Overview

The Router Performance Analysis Report provides insights into agent performance at the router level, segmented by time intervals. Supervisors can use this report to evaluate call handling efficiency, agent response times, and service levels.

Purpose

This report helps supervisors:

• Monitor the performance of agents handling calls.
• Analyze call response times and service levels.
• Identify areas for process improvement.
• Make informed staffing and workflow decisions.

Report Structure

1. Header

• Report Name: Assigned during report definition.
• Report Type and Period: The original report type and the time range covered.
• Selected Router(s): The routers included in the analysis.

2. Time-Segment Data

Each entry is displayed per time segment, providing detailed insights:

• Time Segment: Start time of the interval.
• Calls Offered: Number of calls routed to the selected router(s).
• Calls Answered: Calls answered by an agent.
• Calls Hung Up: Calls abandoned by the caller before an agent answered.
• Short Calls: Calls that ended within a set threshold and are excluded from reporting.

Call Handling Metrics

• Response Time (Avg/Max):
  • Time spent in the queue before an agent answers, including agent alert time.
  • Email handling time: Time from email arrival to agent reply.
• Call Duration (Avg/Max):
  • Total conversation duration, including transfers, excluding after-call work (ACW).
  • Email handling time: Time from email arrival to agent closure.
• Agent Duration (Avg/Max):
  • Conversation duration with an agent.
  • Email handling time: Time from email arrival to agent closure.
• ACW Duration (Avg/Max):
  • Time spent on after-call work.

Performance Metrics

• Service Level:
  • Percentage of calls answered within a predefined time (e.g., 30 seconds).
  • Example: If 50 calls are offered and 25 are answered within 30 seconds, the service level is 50%.
  • Abandoned calls exceeding the service level time are included in calculations.
• FCR (First Call Resolution):
  • Percentage of calls resolved without needing transfer.

3. Totals Section

• Displays aggregate totals of response times, call durations, service level, and FCR.

4. Footer

• Displays the date and time the report was generated.

Additional Information

• The colors in the graphs align with the data presented in the details.
• The report contains shortcuts to related reports, allowing for deeper analysis using the same report parameters.

Use Case Example

Scenario: A Supervisor Evaluating Call Handling Efficiency

Situation: A contact center supervisor wants to assess agent response times and identify whether there are delays in handling customer inquiries.

Steps:

1. Open the Router Performance Analysis Report.
2. Review the Response Time (Avg/Max) to determine if customers experience long wait times.
3. Analyze the Calls Hung Up metric to check if customers abandon calls before connecting to an agent.
4. Look at the Service Level to ensure that calls are being answered within the expected timeframe.
5. Examine the FCR rate to determine if customers’ issues are being resolved efficiently without multiple transfers.
6. Identify peak hours where calls offered are significantly higher, and adjust staffing accordingly.

Outcome: The supervisor identifies a drop in service levels between 2 PM - 4 PM, coinciding with increased abandoned calls. They decide to schedule additional agents during this timeframe to improve response times and reduce abandoned calls.

By using this report effectively, supervisors can ensure optimal agent performance and enhance customer satisfaction.