Overview

The Router Group Performance report provides insights into the performance of agent groups handling calls within selected routers. It helps supervisors assess call handling efficiency, identify areas for improvement, and make informed staffing decisions.

Report Structure

Header

• Report Name: Identifies the report as assigned during setup.
• Report Type and Period: Specifies the type of report (e.g., "Router Group Performance") and the reporting timeframe (e.g., daily, weekly, or monthly).
• Selected Router(s): Lists the routers being analysed.

Per Router Breakdown

• Router: Displays the name of the router.
• Per Group (Agent group performance within each router):
  • Group: Name of the agent group handling the calls. (Blank for unanswered calls.)
  • Calls (Breakdown of call handling metrics):
    • Offered: Total number of calls offered to the group.
    • Answered: Number of calls successfully answered.
    • Not Answered: Calls that were not picked up.
    • Short Calls: Calls that ended quickly (e.g., abandoned by the caller).
    • Requeued: Calls that were answered but transferred to another queue.
  • Queue Duration (Time spent in the router before being answered or abandoned):
    • Avg (Average Queue Time): Average time calls spent waiting in the queue.
    • Max (Maximum Queue Time): Longest time a call waited in the queue.
  • Agent Call Duration (Time spent speaking with an agent):
    • Avg (Average Call Time): Average time agents spent on answered calls.
    • Max (Maximum Call Time): Longest call duration recorded.

Total Section

• Summarises total call volumes, averages, and maximum values across all groups and routers.

Footer

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

How to Use the Report

1. Monitoring Agent Group Performance
The report helps supervisors track how different agent groups handle calls, allowing them to assess team performance and effectiveness.

2. Identifying Call Handling Issues
By analysing unanswered calls, short calls, and requeued calls, supervisors can spot potential problems such as underperformance, staffing shortages, or inefficient call routing.

3. Optimising Queue and Call Handling Times
Comparing queue durations and agent call durations enables supervisors to identify bottlenecks and improve efficiency by adjusting staffing levels or refining call distribution strategies.

Use Case Example: Improving Contact Centre Performance

Scenario:
Emma, a contact centre supervisor, reviews the Router Group Performance report for the past week to assess agent group efficiency.

Reviewing the Data

• She notices that one group has a high number of unanswered calls, while another group has a significantly longer average queue duration than others.
• The requeued calls count is also high for a specific group, indicating possible call misrouting or skill mismatches.

Taking Action

• Emma investigates whether the understaffed group needs additional agents or schedule adjustments to reduce unanswered calls.
• She checks if training is needed to ensure agents can handle calls without unnecessary requeuing.
• She makes adjustments to call routing to ensure customers are directed to the most suitable agents more efficiently.

Assessing the Impact

• After making changes, Emma runs the report again the following week to check improvements.
• She sees a reduction in unanswered calls, lower queue times, and fewer requeues, indicating a more efficient call handling process.

By leveraging the Router Group Performance report, supervisors can improve agent efficiency, reduce call waiting times, and enhance customer satisfaction.