Introduction

This report provides valuable data on call routing, handling times, service levels, and call outcomes for selected Routers and their associated Skills. It helps supervisors assess performance, identify areas of improvement, and ensure service levels are being met. The report covers key metrics such as offered calls, call duration, service levels, and reasons for call terminations.

Report Breakdown

Header

• Report Name: The designated name for the report, as defined during setup.
• Report Type & Period: Details of the original report type and the selected period for the data.
• Selected Routers: The Routers for which the report is generated.

Skills Section (Per Skill)

For each Skill assigned to the selected Router(s), the following data will be displayed:

1. Skill Name: The name of the Skill associated with the Router.
2. Offered Calls: The total number of calls offered to the Router(s) during the report period.
3. Ended Calls: This section is broken down into different categories:
   • No Agent: Calls that did not reach an agent due to the unavailability of a ready agent.
   • Full: Calls that were unable to reach an agent because the Router's queue was full.
   • Hung Up: Calls that were abandoned by the caller before being answered by an agent.
   • Timeout: Calls that were rejected or rerouted after exceeding the maximum queue time.
   • Other: Calls that were disconnected for any other reason, such as aborted or closed calls.
4. Answered Calls: The number of calls that were answered by agents.
5. Response Time (Avg / Max): The average and maximum time a call spent in the queue (including alerting time) before being answered by an agent.
6. Call Duration (Avg / Max): The average and maximum time agents spent handling calls, excluding after-call work.
7. Service Level: The percentage of calls answered within the service level target.
   • Example: If a 30-second service level target is set and 25 out of 50 calls are answered within that time frame, the service level is 50%.

Footer

• Date & Time Generated: The timestamp of when the report was generated.

How a Contact Centre Supervisor Can Use This Report

Use Case Example: Monitoring Call Centre Performance

A supervisor in a contact centre uses this report to assess the overall performance of their team's call handling. By reviewing key metrics, they can pinpoint areas that need attention. Here's a step-by-step use case:

Assess Offered Calls: The supervisor checks the number of calls offered to each Router under the selected Skill(s). If there is a significant difference between offered and answered calls, they may investigate if staffing or skill allocation needs adjustment.

Evaluate Call Outcomes: The supervisor reviews the "Ended" categories to understand why calls were not answered:

• No Agent: If a high number of calls fall under this category, the supervisor might consider adjusting staffing levels or agent availability.
• Full: If the Router’s queue frequently hits capacity, the supervisor could look into optimizing call routing or increasing the number of agents on duty.
• Hung Up & Timeout: A high number of abandoned calls might indicate issues with call wait times, and the supervisor can look at reducing response time to improve customer satisfaction.

Review Response Time & Call Duration: By examining the average and maximum response times and call durations, the supervisor can determine if agents are handling calls efficiently and within the acceptable service level thresholds. If response times are too high, they may consider additional training for agents or improving system performance.

Service Level Evaluation: The supervisor assesses whether the set service levels are being met. If the service level percentage is low, they could review staffing levels, agent performance, or evaluate if the set service level targets are realistic.

Report Period Review: By generating the report regularly (e.g., daily, weekly), the supervisor can monitor trends over time, allowing for proactive decision-making in terms of staffing, training, and call routing strategies.

By utilizing these insights, supervisors can improve the efficiency of the contact centre, enhance customer experience, and meet organizational goals for service quality.

Conclusion

This report serves as an essential tool for contact centre supervisors to monitor the performance of their team, identify bottlenecks in call handling, and ensure that service levels are met consistently. By understanding the key metrics in the report, supervisors can make data-driven decisions to improve operational efficiency and customer satisfaction.