IVR & Call Routing Efficiency Dashboard

Crestview Financial Services • 340 Agents • 280K Calls/Month

IVR Containment Rate

54.2%

+2.1%

IVR Abandon Rate

18.4%

+3.7%

Routing Accuracy

76.8%

+4.2%

Blind Transfer Rate

23.1%

-1.8%

Avg Queue Wait (Post-IVR)

142s

-12s

Cost/Misrouted Contact

$7.34

+$0.54

IVR Call Flow — Containment vs. Escalation by Intent

IVR Node Abandonment Funnel

Containment Rate by Intent Category

Post-IVR Queue Wait Time by Routing Path (sec)

Account

Tech

Sales

Retention

IVR→Direct

287

134

112

IVR→Transfer

156

342

189

167

Callback

Green ≤120s | Yellow 121-180s | Red >180s

Transfer Rate Trend — Blind vs. Warm

Routing Rule Change Impact — FCR, AHT & Transfer Rate

Rule A (Wk4): Intent-based skill routing. Rule B (Wk9): Eliminated overflow cascade. Rollback (Wk10): Regression bug.

IVR Intent Accuracy vs. Agent Handle Time

Skill-Match FCR Rate by Queue

Queue-Level Routing Performance Scorecard

Queue	Calls	Routing Acc.	FCR	Blind Xfer%	Avg Wait	Cost/Misroute	Status
Account Services	42,340	84.2%	78.1%	14.2%	98s	$5.80	Good
Tech Support	38,920	62.4%	54.3%	34.7%	287s	$9.12	Critical
Sales	31,200	81.7%	72.5%	18.3%	134s	$6.45	Warn
Retention	28,650	87.9%	81.2%	9.8%	112s	$5.34	Good
Billing Disputes	18,430	73.2%	68.7%	21.4%	167s	$7.89	Warn
New Accounts	14,280	89.3%	85.6%	7.1%	89s	$4.92	Good
VIP Concierge	8,740	91.8%	88.4%	5.2%	72s	$4.12	Good
Fraud & Security	6,120	78.5%	71.9%	16.8%	156s	$6.78	Warn

Routing Model Distribution

Callback Penetration Rate

Top Misroute Cost Drivers

Tech IVR Auth Fail

$21.2K

Sales Overflow Misroute

$14.8K

Billing Node 3 Abandon

$11.2K