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Routing Analytics and Reporting

Description

Provides real-time and historical reporting on routing performance — queue depth, wait time, routing match rates, and SLA adherence — broken down by skill, queue, channel, and time period. Feeds data to supervisor dashboards and long-term capacity planning.

Canonical use case

A contact centre operations manager uses the routing analytics dashboard to identify queues where skill-match rates are below 80%, triggering a skills-gap review with the training team.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing