Introduction

The Summary Report provides supervisors with a comprehensive overview of key metrics within the Contact Centre. It allows supervisors to analyze traffic patterns, call flows, and identify areas for optimization. This guide will help supervisors understand how to use the report effectively.

Access Requirements

The Summary Report is only available to supervisors with 'System Access' authorization. Ensure you have the necessary permissions before attempting to generate or review the report.

Key Components of the Report

The Summary Report includes the following sections:

1. Report Header

• Report Name: Assigned during report definition.
• Report Type & Period: Specifies the original report type and the time period covered.
• Selected Channels: Displays which voice channels were selected for analysis.

2. Voice Calls

Displays per Channel information:

• Channel: The name of the Voice Channel as assigned in the call flow.
• # Calls: The total number of calls received by each Channel.
• Call Duration: The average duration of calls, including After Call Work (ACW).

3. Menu Activity

Shows how menu selections are used:

• Menu: Lists each presented menu module.
• Option: The name of each menu item.
• Frequency: The number of times each menu item was selected.

4. Clocks

Provides information on time-based routing decisions:

• Description: The name of the Clock.
• Frequency: The number of times the Clock was used in call routing.

5. Transfers

Displays call transfers handled by the system:

• Destination: Where the call was transferred.
• Frequency: The results of transfers (e.g., success, busy, no answer, errors).
  • Note: Blind transfers always show as 100% successful, even if the call was not answered.

6. Routers

Tracks call distribution and agent response:

• Router Name: Name of the Router handling calls.
• Offered: Number of calls routed.
• Answered: Number of calls handled by an agent.
• Other: Calls not handled due to system issues or exceptions.
• Abandoned: Calls disconnected by the caller while in queue.
• Response Time: Average time (MM:SS) until an agent answers.
• Service Level (%): Percentage of calls answered within the defined service level threshold.
  • Note: Abandoned calls that exceed the service level time are included in the calculation.

7. Call Ends

Shows how calls were ended:

• Call End: Name of the module responsible for ending calls.
• Total: Number of calls ended by that module.
  • Note: A default Call End module is used when no specific Call End is configured.

8. Report Footer

• Date and time when the report was generated.

Important Considerations

• The report does not include call-back requests.
• The "Others" column under Router includes calls that exited due to timeout or exceptions.

Use Case Example

Scenario: Optimizing Call Routing for Better Service Levels

Background: A Contact Centre supervisor notices that a high number of calls are being abandoned in a Router queue before being answered. The service level for that Router is also below target.

Using the Summary Report:

1. The supervisor checks the Routers section and sees:
   • High abandoned call numbers.
   • Low service level percentage.
2. They analyze the Menu Activity section and notice that a large number of callers are selecting an option that leads to this Router.
3. The supervisor reviews Transfers and identifies a high number of unsuccessful transfers, indicating possible inefficiencies.
4. Based on these insights, the supervisor makes recommendations:
   • Adjust the menu flow to reduce unnecessary calls to this Router.
   • Increase staffing during peak hours.
   • Improve transfer success rates by reviewing destination availability.

By using the Summary Report, the supervisor identifies issues, takes corrective actions, and improves customer service efficiency.

Conclusion

The Summary Report is a powerful tool for supervisors to monitor Contact Centre performance, optimize call flows, and enhance customer experience. By understanding and utilizing the data effectively, supervisors can make informed decisions to improve overall efficiency.