Overview

The Router Traffic Matrix report provides a detailed view of the number of incoming interactions for a selected router within a specific reporting period. This report helps supervisors monitor call volumes and identify peak hours, enabling better resource allocation and staffing decisions to enhance contact center efficiency.

Report Structure

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• Report Name: Identifies the name of the report as defined during setup.
• Report Type and Period: Specifies the type of report (e.g., "Router Traffic Matrix") and the time frame covered (e.g., daily, weekly, or monthly).
• Selected Router(s): Lists the router(s) being analyzed.

Weekday Breakdown

• Displays the number of offered interactions per hour for each weekday within the reporting period.
• Helps identify trends in customer contact behavior based on time of day.

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• Date and time the report was generated, ensuring the data is current.

How to Use the Report

1. Identifying Peak and Off-Peak Hours
By reviewing the hourly breakdown of interactions per weekday, supervisors can identify when the contact center experiences the highest and lowest call volumes.

2. Optimizing Staffing Levels
With insight into traffic patterns, supervisors can adjust agent schedules to ensure adequate coverage during peak hours while reducing unnecessary staffing during low-traffic periods.

3. Monitoring Trends Over Time
Running the Router Traffic Matrix report regularly helps supervisors track seasonal or weekly fluctuations in call volume, allowing for proactive adjustments to staffing and operational strategies.

Use Case Example: Improving Contact Centre Performance

Scenario:
James, a contact center supervisor, runs the Router Traffic Matrix report for the past two weeks to analyze customer interaction trends.

Reviewing the Data
James notices that the highest volume of incoming interactions occurs between 10 AM and 12 PM on weekdays, while call volumes drop significantly after 6 PM.

Adjusting Staffing Schedules
Based on this insight, James reassigns agents from late evening shifts to the morning hours to handle peak traffic more efficiently. He also schedules breaks during low-traffic periods to maximize availability during busy hours.

Evaluating the Impact
After implementing the new schedule, James runs another Router Traffic Matrix report the following week. The data shows improved response times during peak hours and reduced agent idle time, leading to better efficiency and customer satisfaction.

By using the Router Traffic Matrix report, supervisors can make data-driven decisions to enhance staffing efficiency, reduce wait times, and improve overall contact center performance.