AI Routing Agent Workload Report

Required permissions:Report Viewer, AI Routing Summary

Required Employee Settings: Can View BI Reports

The AI Routing Agent Workload report shows how different AI Routing focus metric weights affect the distribution of calls across agents and their ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge..

This report is an advanced Business Intelligence (BI) report. For information about general actions you can perform in BI reports, like exporting, grouping data, or drilling down, check out Actions for BI Reports.

You can access this report from Reporting > Prebuilt Reports > General. Select the report from the list, define the report parameters, and click Run Report.

Here is an example of a case where the AI Routing Agent Workload report could give you useful insights into your organization.

Elizabeth Bennet, an administrator for the Classics, Inc. contact center wants to use AI Routing to help reduce the time callers are spending in queue. She creates an inbound voice skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. with a Focus Metric of AHT. She's not sure which Focus Weight would help achieve her goal without overwhelming agents, so she sets it to Low to see what happens. After a week, she pulls the AI Routing Agent Workload report. She finds that the wait time has improved, but not as much as she wanted. She sets the Focus Weight to Medium-Low and waits another week before pulling the report again. She repeats this process until she is happy with the balance between caller wait time and agent workload.

AI Routing Agent Workload: Page 1

Page 1 in the AI Routing Agent Workload report displays three widgets that show the workload agents are experiencing with current AI Routing settings in their skills.

AI Routing toggles on and off in short cycles and compares metrics in the on and off period. This allows precise measurements of the lift it is providing.

This widget displays a bar graph with the AHT of the 20 agents with the lowest AHT.

This widget displays a bar graph with the percentage of shift spent in active calls of the 20 agents with the highest percentages.

This widget displays a table with the performance metrics for each agent. If you select a date range, the table will display a separate row for each agent for each day they worked. This will let you compare each agent's active call metrics over time and determine how changing the Focus Weight of a skill has impacted those numbers.

Metrics include: 

Metric Description
Agent No The unique, system-generated ID of the agent.
Call Date The date when the calls in this row occurred.
Available Seconds The number of seconds the agent spent in an Available stateClosed The availability status of an agent..
AHT Average Handle Time. The average number of seconds the agent spent managing each call.
ATT Average Talk Time. The average number of seconds the agent spent speaking with each contact, including hold time and conference time.
Percent_Shift_Active_Calls The percentage of the agent's shift that they spent actively handling phone calls from this skill. It's calculated by: AgentSeconds / (AvailableSeconds + AgentSeconds)
Median_Active_Calls The median Percent_Shift_Active_Calls for all agents who handled at least 10 calls on this day.
Count_Of_Calls The number of calls the agent handled with this skill during their shift.
First Call The time when the first call began.
Last Call The time when the last call began.

You can filter by agent name, skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge., focus metric, and campaignClosed A grouping of skills used to run reports. to refine the information displayed on this page.