The Group Analysis Report is a powerful tool that enables contact centre supervisors to monitor the performance of specific user groups in terms of call handling. By providing key insights into the volume, handling times, and outcomes of calls, this report helps supervisors assess team efficiency and identify areas for improvement. This guide will walk you through the sections of the report and show you how to use it effectively in your role.

Report Structure Overview

The Group Analysis Report is divided into several sections that provide detailed metrics on call performance within selected User Groups. Here's a breakdown of what you'll find in the report:

Header

Report Name: The title assigned to the report when it was defined.

Original Report Type and Period: The type of report generated and the reporting period (e.g., daily, weekly, monthly).

Selected User Group(s): Lists the specific groups of agents or teams included in the report.

Per Time Segment

For each time segment (which could be by hour, shift, or day), the report breaks down the following metrics:

Time: The time period the data applies to.

Group: The name of the User Group being analysed.

Offered: The number of calls offered to the group.

Answered: The number of calls answered by the group.

Abandoned: The number of calls that were abandoned by customers before they could be answered.

Overflowed: The number of calls that were not answered and were transferred to overflow handling.

Call Duration: The average length of calls answered by the group.

Offer Duration: The average time a call remains in the queue before it is answered, abandoned, or overflowed.

Total

At the bottom of the report, you'll find the totals for each metric, giving a snapshot of overall performance across the selected time period.

Footer

Date and Time Report Generated: When the report was created, ensuring you’re working with the most current data.

How the Group Analysis Report Assists Supervisors

The Group Analysis Report gives supervisors a clear view of how their team is performing, broken down by various factors. Let’s consider a use case to illustrate how this report can assist you in your role as a supervisor.

Use Case Example: Improving Call Handling Efficiency

Scenario: As a contact centre supervisor, you are noticing that certain teams are struggling with call abandonment, leading to lower customer satisfaction scores. You need to identify whether call overflow is an issue and whether your agents are taking too long to answer calls.

Step 1: Review the Report by Time Segment You begin by reviewing the Group Analysis Report for the past week. You see that during peak hours (9:00 AM to 11:00 AM), the Offered calls number is high, but the Answered calls are significantly lower than expected, with a corresponding rise in Abandoned calls.

Step 2: Identify Issues Looking closer, you notice that the Overflowed calls during these peak hours are also quite high, suggesting that calls are not being answered within an acceptable timeframe and are being transferred to another group or a different handling method.

Step 3: Examine Call and Offer Duration By reviewing the Call Duration and Offer Duration, you identify that calls are taking longer than expected to be answered. This could be because agents are dealing with longer call times, causing delays in answering subsequent calls. The Offer Duration metric shows that calls are sitting in the queue for a prolonged time before being picked up or overflowed.

Step 4: Take Action Armed with this data, you decide to take the following actions:

Optimise Staffing Levels: Increase the number of agents during peak hours to reduce the waiting time and decrease the chance of calls being overflowed.

Training and Coaching: Provide targeted coaching to agents to help reduce the Call Duration, ensuring they handle calls more efficiently and improve throughput during peak times.

Refine Call Routing: Adjust the call routing logic to direct calls to the most capable teams or ensure overflow routes are better managed.

By using the Group Analysis Report, you are able to pinpoint where the issues lie and take corrective action, improving both call handling efficiency and customer satisfaction.

Conclusion

The Group Analysis Report is an invaluable resource for contact centre supervisors looking to enhance team performance. By analysing the key metrics in the report—such as call offered, answered, abandoned, and overflowed—you can identify bottlenecks, assess agent efficiency, and make informed decisions to improve call management and customer satisfaction.