Routing Service Summary

Last Updated : Mar 18, 2021 |
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Definition

Displays overall performance of a routing service for the selected interval.

How it works

Tracks the performance of the routing service for the current interval. Intervals are aggregated by 15 minutes and can be 15 Minutes, Hourly, Daily, Weekly, and Monthly.
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.
This report displays routing services, their attributes, and channels through which a contact is routed and provides a snapshot of metric through a Pie chart View.

Business usage

Monitor and compare the performance of each Routing Service for the selected interval.
This report provides answers to some key questions, such as:
  • How many contacts has a routing service offered, and how many agents were serviced by the routing service for the selected interval?
    Use the Offered measure to determine the number of contacts offered through the routing service. Use the Agent Count measure to determine the agents serviced by the routing service.
  • How do you compare the usage of routing services by channels?
    Use the Channel measure to determine the usage of multichannel serviced by routing service.
  • How do you determine the performance of a routing service for the selected interval?
    Use the % Service Level measure to determine the percentage of engagements with the routing service. Use the % Occupancy measure to determine the time spent by an agent in engagement service work for the routing service.
  • How do you view the abandoned contacts across routing services?
    Click Routing Service Summary - Contacts tab. Input values on the page and click Apply. Hover the mouse over each pie in the Pie chart View.
  • How do you know that the performance of the routing service is improving?
    Compare the routing service performance in the current interval with data derived from other intervals.