Introduction

The Router Analysis Report provides supervisors with detailed insights into call handling at the Router level. By using different aggregation levels, such as per weekday or per month, this report offers a comprehensive view of call workload distribution, answered calls, abandoned calls, and error-related interactions. It also highlights lost interactions and the reasons behind them, helping supervisors make data-driven decisions.

Access Requirements

The Router Analysis Report is only available to supervisors with 'System Access' authorization. Ensure you have the necessary permissions before generating or reviewing this report.

Purpose of the Report

This report enables supervisors to:

• Analyze call handling trends over time.
• Identify peak call times and adjust workforce planning accordingly.
• Investigate call drop-offs and optimize customer service.
• Understand reasons for lost calls and implement improvements.
• Use built-in shortcuts to access related reports for deeper analysis.

Key Components of the Report

1. Report Header

• Report Name: Assigned during report definition.
• Report Type & Period: Specifies the type of report and the time period covered.
• Selected Routers: Displays the Routers included in the report.

2. Time-Segmented Call Handling Breakdown

Provides insights into call handling per time segment:

• Time Segment: Start time of each time segment.
• Offered: Total number of calls offered to the selected Router(s).

Answered Calls:

• Answer: Calls answered by Agents.
• Requeue: Calls manually re-queued in the Router.
• Transfer: Calls answered and then transferred to another destination.

Ended Calls (Caller Disconnected):

• Short: Calls with a very short duration (below a defined threshold) and excluded from calculations.
• Callback: Calls where the caller disconnected after selecting the callback option in the Option-Menu.
• Abort: Calls abandoned by the caller via an abort option in the Option-Menu.
• Hungup: Calls abandoned by the caller while waiting in the queue.

Error Conditions:

• Closed: Calls received outside of Router operating hours.
• No Agent: Calls that could not be connected due to no available agents.
• Full: Calls that could not be connected because the Router queue was full.
• Timeout: Calls rerouted or rejected due to exceeding the maximum queue time.
• Other: Calls disconnected due to system errors.

3. Total Summary

A summary section providing:

• Total count of calls for each category.
• Aggregated data across different time segments.
• Visual pie charts with detailed breakdowns.

4. Report Footer

• Displays the date and time when the report was generated.

Additional Features

• Pie Chart Representation: Categories smaller than 5% are grouped into an 'Other' section for clarity.
• Graph Color Coding: Colors in the graph correspond to the data in the detail overview.
• Shortcuts to Related Reports: This report contains clickable shortcuts to related reports in the Supervisor Application, allowing further investigation using the same parameters.

Use Case Example

Scenario: Optimizing Router Call Handling to Reduce Lost Calls

Background: A supervisor notices a high number of lost calls and wants to identify the cause.

Using the Router Analysis Report:

1. The supervisor generates the report for the past month and reviews the time-segmented data.
2. The report highlights:
   • A significant number of calls are abandoned due to no available agents during peak hours.
   • A high percentage of calls are lost due to queue timeout.
   • Many calls occur outside of Router operating hours.
3. The supervisor takes action:
   • Adjusts staffing schedules to ensure more Agents are available during peak times.
   • Extends Router queue limits to accommodate more waiting calls.
   • Updates the IVR system to inform customers of expected wait times and callback options.

By leveraging the Router Analysis Report, the supervisor effectively reduces lost calls, improves customer service, and optimizes workforce management.

Conclusion

The Router Analysis Report is a powerful tool for supervisors to monitor call handling efficiency, reduce lost interactions, and optimize Router operations. Regular analysis of this report allows for data-driven decisions that enhance both agent productivity and customer satisfaction.