Overview

The Router Skills Level Analysis Report provides insights into how skill requests are handled within selected Routers. It highlights the skill levels of Agents who answered calls during the reporting period, allowing supervisors to assess workforce distribution and efficiency.

Purpose

This report helps supervisors:

• Understand how skill-based routing is functioning.
• Identify whether calls are being answered by the most appropriately skilled Agents.
• Assess if adjustments in skill level assignments or Agent training are needed.

Report Contents

The report consists of the following key sections:

1. Header

This section contains general report details:

• Report Name: Assigned during report creation.
• Original Report Type: Indicates the type of report.
• Report Period: The date range for which data is collected.
• Selected Router(s): Displays the Routers included in the report.

2. Skills Breakdown

For each Skill within the selected Routers, the following metrics are provided:

• Skill: The name of the skill requested.
• Offered Calls: The total number of calls that requested the skill.
• Skill Level Breakdown:
  • Level 0-1: Number of calls answered by Agents with an average skill level between 0 and 1.
  • Level 1-2: Number of calls answered by Agents with an average skill level between 1 and 2.
  • Level …: Additional levels are reported in a similar format.

3. Footer

• Date and Time Generated: Indicates when the report was created.

Use Case Example

A Contact Centre Supervisor notices a high volume of calls requiring a specific skill is being answered by Agents with lower skill levels. By reviewing the Router Skill Analysis Report, the supervisor can:

1. Determine if higher-skilled Agents are underutilized.
2. Adjust Agent training programs to improve call handling quality.
3. Modify skill-based routing rules to optimize performance.

By leveraging this report, supervisors can enhance customer satisfaction and improve workforce efficiency.