Introduction

The Agent Consultation Analysis Report provides valuable insights into the consultation calls made by agents while handling routed calls. This report allows supervisors to track the frequency, success, and duration of consultations, helping them understand agent collaboration and the effectiveness of consultation practices.

Purpose of the Report

This report helps supervisors monitor how often agents consult with other parties during interactions, as well as the outcomes of these consultations. It provides a detailed view of which numbers or names agents are calling during consultations, along with the success rate and duration of these calls. Supervisors can use this information to identify patterns and optimise consultation practices. During a consultation, a call is placed on hold.

Key Elements of the Report

The report contains the following sections:

Header

Name of the Report: As defined during the report setup.

Original Report Type and Report Period: Specifies the type and the time frame of the report.

Selected Routers and Agents: Identifies the routers and agents included in the report.

Per Agent Data

For each agent, the following data is displayed:

• Agent Name: The short name of the agent.
• Per Destination: Consultation data grouped by destination.
• Destination: The number or name of the consulted party.
• Failed: Number of failed consultation calls (e.g., no answer, busy).
• Answered: Number of successful consultation calls.
• Answering Time:
  • Avg (Average): Average time taken to answer consultation calls (Format MM:SS).
  • Max (Maximum): Maximum time taken to answer consultation calls (Format MM:SS).
• Consultation Hold Time:
  • Avg (Average): Average time the call was placed on hold during the consultation (Format MM:SS).
  • Max (Maximum): Maximum time the call was placed on hold during the consultation (Format MM:SS).
• Transferred: Number of consultation calls that were transferred to the consulted destination.

Total

Per Destination Summary: Aggregated consultation data per destination, displaying totals or maximum values for each metric.

Use Case Example

A supervisor observes that an agent frequently makes consultation calls that result in high failure rates. Upon analysing the Agent Consultation Analysis Report, the supervisor discovers that the agent is attempting to consult a specific internal department that often has no available representatives. As a solution, the supervisor coordinates with the department to establish a more reliable consultation process or provides the agent with alternative contacts.

Conclusion

The Agent Consultation Analysis Report is a key tool for understanding how agents utilise consultations during routed calls. By examining the data, supervisors can optimise consultation processes, reduce call failures, and support agents in effectively managing complex customer interactions.