Introduction

The Department Performance Analysis Report provides insights into the performance of agents within selected departments. This report is crucial for understanding the volume and handling of calls within a department, including internal, external, and routed calls.

Purpose of the Report

This report helps supervisors assess how effectively a department handles call volumes and the performance of agents in terms of answering speed, call duration, and service level achievement. It is especially useful when monitoring back-office departments that handle overflow or emergency calls.

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 Department(s): The departments covered by the report.

Per Department Data

For each selected department, the report displays the following:

Department Name: Name of the department.

Per Time Segment

Time: Start time of the time segment.

Offered Calls:

Internal: Number of calls from internal sources (e.g., other departments).

External: Number of calls from external sources.

Router: Number of routed calls offered.*

Total: Total number of offered calls.

Answered Calls:

Direct: Number and percentage of direct calls answered.

Router: Number and percentage of routed calls answered.

Answer Time:

Avg: Average duration before the call is answered.

Max: Longest duration before the call is answered.

Call Duration:

Avg: Average duration of the calls.

Max: Longest duration of the calls.

Service Level: Achieved service level, based on the agent service level settings.

Total per Department: Summarized metrics per department.

Totals for All Departments: Overall metrics for all selected departments.

Footer

Generation Date and Time: Timestamp when the report was created.

Use Case Example

A supervisor overseeing a back-office team that serves as a second line for customer emergencies can use the Department Performance Analysis Report to evaluate how efficiently the team handles overflow calls. By analysing the number of routed and direct calls, the supervisor can determine whether staffing adjustments are necessary during peak times.

Conclusion

The Department Performance Analysis Report is an essential tool for supervisors to monitor departmental efficiency and agent performance. By using the insights from this report, supervisors can make data-driven decisions to improve call handling and resource allocation.