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.