Agent By Routing Service

Last Updated : Apr 22, 2021 |
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Definition

Displays how agents use routing services for the current interval.

How it works

Tracks the performance of agents by channels associated with the routing services for the current interval. Intervals are aggregated by 15 minutes and can be Daily, Weekly, 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.
You can drill down on Offered, Abandoned, Answered, Transferred, and Consults measures to view the Agent Interaction Detail report. This report provides agent interactions for the selected measure.

Business usage

  • How do you determine an agent’s performance by routing service for the current interval?
    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 current interval?
    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 current interval?
    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 current interval?
    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.
  • How do you determine the reason for the segment type of a call?
    Drill down to Agent Interaction Details report. Use the Segment Type measure to determine the reason of the segment type of a call.
  • How do you determine whether the supervisor has barged-out the agent from the call?
    Drill down to Agent Interaction Details report. Use the Barged Out Indicator measure to determine whether the supervisor has removed the agent from the call.
  • How do you interpret Transferred drill down value from Agent By Routing Service report?
    As count of transfers initiated or answered by agent within the reporting period. After drilling down from Transferred value into Agent Interaction Details report, the number of segments displayed is generally equal to the value clicked. When the agent accepts transfer and transfers it again, the Transferred value is equal to 2 and only one agent segment is created. This is design intent.
  • How do you compare the performance of agents on different parameters in the routing service for the current interval?
    Select the agents that you want to compare. Then, select the various measures and intervals to view data of the selected agents. For example, 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.