Time Series

Last Updated : Apr 22, 2021 |
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Definition

Displays the engagement of agents in a individual routing service for the current interval.

How it works

Tracks the overall trends in performance of agents and agent engagements associated with a routing service in a Routing Service Group against a set service level for the current interval.
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 the usage of each channel for different measures in the current interval?
    View the Engagements trend graph and use different measures from the drop-down list to know the usage of each channel.
  • How do you determine if the channel is approaching the defined service level for the current interval?
    View the % Service Level trend graph to know the percentage usage of each channel.
  • How do you compare the usage of different channels for the current interval?
    View the % Service Level trend graph to know the percentage usage of each channel. Analyze the usage pattern of each channel.
  • How do you determine what is happening at the routing point for the current interval?
    Use the % Service Level measure to understand the maximum service level reached. View the Calls Abandoned After Threshold measure to analyze the number of calls abandoned after the routing service reached its set threshold limit.
  • How do you determine if the routing service is used to its fullest for the current interval?
    View the % Service Level measure to determine the calls offered through the routing service against the set service level.