When customers frequently ask to be transferred or repeat their issue to multiple agents, call routing is failing at its core job. High rates of transfers per call, low first contact resolution scores, and repeat contacts within 24 hours are measurable indicators. Customer effort scores that spike on specific queue types suggest those queues are misaligned with the skills needed to resolve the underlying issues. IVR abandonment rates above 15% often indicate that customers cannot navigate to the right destination and choose to hang up instead. Agent frustration with misrouted contacts is another signal - when agents regularly receive calls or digital contacts outside their skill set, both handle time and CSAT suffer. NiCE CXone uses AI-powered routing to match customers to the optimal resource across voice and digital channels based on intent, history, and agent capability.
Diagnostic