Smart Routing Reporting enables supervisors and administrators to evaluate how Smart Routing distributes work among agents and the role agent scores play in assignment decisions. The reports provide visibility into both current routing activity and past assignment patterns, supporting operational monitoring, performance evaluations, audits, and optimisation efforts.

Agent scores are derived from the configured intent values within a queue. Since a queue can include multiple intents, Smart Routing assesses the agent's score for each relevant intent when determining the most suitable assignment. Alongside individual intent scores, the system calculates an Aggregate Score, which represents the agent's overall performance across all configured intents in the queue.

To help distinguish active scores from historical records, the reports include the Used Smart Assignment indicator. This field identifies whether the displayed score was part of the most recent training cycle, allowing users to quickly determine which values were used for current routing decisions.

Smart Routing reports support two primary reporting scenarios: live operational monitoring and historical performance analysis.

For real-time visibility, supervisors can review current agent scores, identify the intent score used for routing decisions, confirm whether a score belongs to the latest training cycle through the Current Record field, and track score updates following model retraining. This helps validate that assignments are being made to the agents best suited for a specific intent.

Historical reporting provides insight into how routing behaviour and agent performance evolve over time. Supervisors can examine score trends across multiple training cycles, compare past and current scores, verify the score applied during previous assignments, and assess agent performance for business reviews or incentive programmes. For example, organisations using Smart Routing scores as part of recognition or reward initiatives can analyse historical assignment data to evaluate an agent's consistency across different intents.

Smart Routing Reporting Widgets

You can use the following example widgets of Smart Routing:

1. Smart Routing Score / User Intent Snapshot.

2. Agent Rank Report.

Agent Vs Intent Score widget

Displays the current and historical intent-level and aggregate scores for agents within a work queue. These metrics provide visibility into agent proficiency across different intents and help explain the scoring data used by Smart Routing when determining assignments.

Case X Agent Rank Widget

Provides detailed visibility into Smart Routing assignment activity at the case level, including the assigned agent, routing rank, agent score, detected intents, associated work queue, and assignment timestamp. These insights help supervisors review routing decisions, validate assignment logic, and analyse Smart Routing outcomes over time.