Overview

The Agent Call Duration Analysis report provides insights into agent performance by tracking the duration of routed calls. This report helps supervisors assess individual agent efficiency, identify trends in call handling times, and ensure optimal resource allocation across the contact centre.

Report Structure

Header

• Report Name: Identifies the report as assigned during setup.
• Report Type and Period: Specifies the type of report (e.g., "Agent Call Duration Analysis") and the reporting timeframe (e.g., daily, weekly, or monthly).
• Selected Router(s) and Agents: Lists the routers and agents included in the report.

Per Agent Breakdown

• Agent Name: Displays the name of the agent whose performance is being analysed.
• Per Time Segment (Data is grouped by time intervals):
  • Time: Start time of the time segment.
  • Answered Calls: Number of offered routed calls answered by the agent.
  • Call Avg: Average duration of the agent’s handled calls.
  • Duration Max: The longest answered call duration recorded within that time segment (excluding after-call work time).
  • Tot: The total call duration (formatted as dd:hh:mm:ss).

Total Section

• Summarises total answered calls, average call duration, maximum call duration, and overall call duration per agent.

Footer

• Displays the date and time the report was generated.

How to Use the Report

1. Monitoring Agent Performance

• Supervisors can track each agent’s average and maximum call durations to assess efficiency and identify those who may require additional training or support.

2. Identifying Call Handling Issues

• Long call durations could indicate complex customer issues or inefficiencies, while unusually short calls may suggest rushed interactions or incomplete resolutions.

3. Optimising Workload Distribution

• If certain agents have significantly longer or shorter call durations, supervisors can adjust call routing to balance workloads and improve overall performance.

Use Case Example: Improving Agent Efficiency

Scenario:
Tom, a contact centre supervisor, runs the Agent Call Duration Analysis report for the past week to evaluate agent performance.

Reviewing the Data

• He notices that one agent has a significantly higher Call Avg and Duration Max compared to others.
• Another agent has an unusually low Call Avg, indicating either rapid issue resolution or incomplete calls.

Taking Action

• Tom reviews call recordings for the high-duration agent to determine if the calls are unnecessarily long due to inefficiencies. He arranges targeted training to improve resolution speed.
• For the agent with short calls, he investigates whether customers are receiving adequate support or if calls are being rushed.

Assessing the Impact

• After making adjustments, Tom runs the report again the following week and finds that average call durations have stabilised across the team, improving overall efficiency and customer satisfaction.

By leveraging the Agent Call Duration Analysis report, supervisors can monitor call handling performance, ensure workload balance, and implement strategies to enhance efficiency across the contact centre.