Zailab's Call Distribution (per day) reports show you a daily reckoning of your organization's activity. The reports deal with calls, emails, and SMSes separately.
Download directions
Step 1: Click Reports from your dashboard.
Step 2: Under Waiting Room, click the distribution report you'd like.
Step 3: Select the Service you wish to report on.
Step 4: Use the date pickers to select a from and to date for your report.
Step 5: Click Download Report; the file name of the ZIP archive will be shown directly above this button.
Note: if there is no data for the period selected, the ZIP archive you download will be empty.
General interpretation directions
These items appear in each report, whether the report deals with calls, emails, or SMSes.
Note: where no stats are applicable, the cell in question will display NA.
| Date | The day referred to by the figures in this row. | |
| Total Workload Today | The number of interactions received on this date, plus any carry-over from previous days. | |
| Carried Over from Previous Day(s) | The number of calls that carried into this date as a result of not being handled on a previous date. | |
| Carried Over to Next Day(s) | The number of calls that carried into the subsequent date as a result of not being handled on this date. |
Interpretation directions specific to calls
The following table shows a list of definitions for the column names you'll find in your waiting-room call report.
| Total Calls Received today | The total number of calls that were routed through your selected flow on this date. | |
| Longest Wait Time | The most time a call spent waiting to be handled on this date. | |
| Average Wait Time | The mean amount of time it took for each call to be handled on this date. | |
| Total Wait Time | The summed amount of time calls spent waiting to be handled on this date. | |
| Total Calls Ended Today | The number of calls that were actually completed on this date. If any calls carry from the previous date and are completed on this date, they will count toward this total. If any calls on this date carry to the next date, they will be subtracted from this total. | |
| Total Calls Not Handled | The number of calls this department failed to handle on this date. | |
| Total Calls Handled | The number of calls this department did handle on this date. | |
| % of Calls Handled | The number of calls handled as a percentage of the total. | |
| Total Handle Time Today | The summed amount of time spent handling calls on this date. | |
| Average Handle Time per Call | The mean amount of time spent handling each call. | |
| Total Calls Handled Out of SLA | The number of calls that were not handled within the service-level agreement. | |
| % of Calls Handled Out of SLA | The number of calls handled outside of the service-level agreement as a percentage of the total. | |
| Total Abandoned Calls | The number of calls that were abandoned on this date. | |
| Total Abandoned Time | The summed amount of time wasted by callers on abandoned calls on this date. | |
| Average Abandoned Time | The average amount of time wasted by callers on each call. | |
| % of Calls Abandoned | The number of calls abandoned as a percentage of the total. | |
| Total Callbacks Requested | The number of callback requests logged on this date. | |
| % of Calls Ended in Callback Requests | The number of callback requests logged as a percentage of the total. | |
| Total Voicemails | The number of voicemails left on this date. | |
| % of Calls Ended in Voicemails | The number of voicemails left as a percentage of the total. | |
| Total Missed Calls | The number of calls missed by the department on this date. | |
| % of Calls Ended in Missed | The number of missed calls as a percentage of the total. | |
| Total Calls Forwarded | The number of calls forwarded to other members on this date. | |
| % of Calls Ended in Calls Forwarded | The number of forwarded calls as a percentage of the total. |
Interpretation directions for emails
The following table shows a list of definitions for the column names you'll find in your waiting-room email report.
| Total Emails Received Today | The total number of emails that were routed through your selected flow on this date. | |
| Longest Waiting Email | The email that took the longest to receive a reply on this date. | |
| Average Wait Time per Email | The mean amount of time it took for each email to receive a response. | |
| Total Handled Emails | The number of emails this department handled on this date. | |
| % of Handled Emails | The number of emails handled as a percentage of the total. | |
| Average Handle Time per Email | The number of emails handled as a percentage of the total. | |
| Total Emails Served Out of SLA | The number of emails that were not handled within the service-level agreement. | |
| % of Emails Served Out of SLA | The number of emails handled outside of the service-level agreement as a percentage of the total. |
Interpretation directions for SMSes
The following table shows a list of definitions for the column names you'll find in your waiting-room SMS report.
| Total SMSs Received Today | The total number of inbound SMSes that were routed through your selected flow on this date. | |
| Longest Waiting SMS | The SMS that took the longest to receive a reply on this date. | |
| Average Wait Time per SMS | The mean amount of time it took for each SMS to receive a response. | |
| Total Handled SMSs | The number of SMSes this department handled on this date. | |
| % of Handled SMSs | The number of SMSes handled as a percentage of the total. | |
| Average Handle Time per SMS | The number of SMSes handled as a percentage of the total. | |
| Total SMSs Served Out of SLA | The number of SMSes that were not handled within the service-level agreement. | |
| % of SMSs Served Out of SLA | The number of SMSes handled outside of the service-level agreement as a percentage of the total. |