Definition

Displays how agents use routing services for the selected duration.

How it works

Tracks the performance of agents by channels associated with a routing service for the selected duration. The duration is aggregated monthly and can be Monthly and Yearly.

Supervisors can select the routing services within a routing service group for reporting and track the channels' historical performance. Supervisors can only view routing services and routing service measures associated with the routing service group to which they are assigned.

Business usage

• How do you determine an agent performance by routing service for the selected duration?

  You can determine an agent's performance by analyzing the data in the agent's Offered, Abandoned, Answered, Transferred, and Consults measures.

• How do you determine the usage of channels by an agent for the selected duration?

  You can create a report by selecting the required routing service and corresponding channels. In the report, you can select the channels and determine the usage of each channel by the agent.

• How do you compare the performance of agents by routing services for the selected duration?

  Use the Offered and Answered measures to determine the number of engagements directed and answered. Use the Number of Holds measure to determine the number of times that the engagements were put on hold by the agent.

• How do you determine the usage of routing services for the selected duration?

  Generate reports using different intervals. Analyze the usage pattern of routing services and associated channels for different intervals to gain an insight on the usage pattern of the routing services.