Contact processing

A call processing apparatus operable, in respect of incoming calls which are routed to respective agents selected from a cohort of two or more agents, to detect, as a parameter of the agent to whom a first call was routed, whether an incoming call represents a second or subsequent call by the same caller (via Automatic number Identification (ANI)) within a predetermined time period, the apparatus comprising an agent performance detector operable to detect the distribution across the cohort of agents of respective agent performance indicators dependent upon the proportion of calls to that agent which are followed by a second or subsequent call by the same caller; and a routing fault detector operable to detect a potential fault in the routing of incoming calls if an average of the agent performance indicators exceeds a threshold value indicative of a threshold proportion of second or subsequent calls. The representation can be analysed to detect various aspects of problems with the contact handling system. Accordingly, the call processor may provide a notification of the detection of a problem. Problems may include: the human aspects of call handling; both human and automated aspects of call handling; the automated aspects of call handling and routing.