Zailab's activity reports show you how productive your agents are on a daily basis. From these reports, you can easily pick up trends in what your agents do during the day, including the interactions they handle, how long they go on break, and how many times they drop the ball. These reports deal with calls, emails, SMSes, and agent presence separately.
Download directions
Step 1: Click Reports from your dashboard.
Step 2: Under Agents, click the activity report type you'd like.
Step 3: Select the team and the agent 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: two files are included in your download – one for inbound interactions and one for outbound.
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. | |
Agent Last Name | The last name of the agent in this report. | |
Agent First Name | The first name of the agent in this report. |
Interpretation directions specific to calls
The following table shows a list of definitions for the column names you'll find in your inbound and outbound call reports.
Total Calls Answered | The number of calls the agent answered on this date. | |
Total Dial Time | The amount of time the agent spent dialing. | |
Total Talk Time | The amount of time the agent spent actively conversing. | |
Average Talk Time | The mean amount of time the agent spent actively conversing per call. | |
Total Handle Time | The combined amount of time the agent spent conversing, placing people on hold, and wrapping up. | |
Average Handle Time | The mean amount of time the agent spent handling each call. | |
Total On-Hold Time | The amount of time the agent spent putting people on hold. | |
Average On-Hold Time | The mean amount of time the agent spent putting people on hold. | |
Total Calls Placed On Hold | The number of calls this agent placed on hold. | |
Total Wrap Up Time | The amount of time the agent spent wrapping up. | |
Average Wrap Up Time | The mean amount of time the agent spent wrapping up each call. | |
Total Calls Wrapped Up | The number of calls the agent both answered and wrapped up – indicating the proportion of calls that were not transferred to another member of your organization. | |
Rejected Calls | The number of served calls the agent explicitly opted to reject. | |
Calls Timed Out | The number of calls the agent failed to answer in time. | |
Total Not Responded | The total number of rejected calls plus the total number of timed-out calls. | |
Total Missed Calls | The number of served calls the agent could not pick up before the call was terminated by the caller. | |
Total Calls Served | The number of calls served to the agent by the routing algorithm. | |
Total Not Answered | The number of calls the agent did not answer. | |
Total Calls Made | The number of calls this agent initiated. | |
Total Transferred | The number of calls this agent transferred to another member or phone number. |
Interpretation directions specific to emails
The following table shows a list of definitions for the column names you'll find in your email report.
Total Emails Served | The number of emails served to the agent on this date. | |
Total Emails Accepted | The number of emails the agent opted to handle. | |
Total Emails Sent | The number of emails the agent initiated. | |
Rejected Emails | The number of emails the agent explicitly rejected. | |
Emails Timed out | The number of emails the agent did not accept before they were returned to the Waiting Room. | |
Total Not Responded Emails | The number of emails the agent did not answer. |
Interpretation directions specific to SMSes
The following table shows a list of definitions for the column names you'll find in your SMS report.
Total SMSs Served | The number of SMSes served to the agent on this date. | |
Total SMSs Accepted | The number of SMSes the agent opted to handle. | |
Total SMSs Sent | The number of SMSes the agent initiated. | |
Rejected SMSs | The number of SMSes the agent explicitly rejected. | |
SMSs Timed Out | The number of SMSes the agent did not accept before they were returned to the Waiting Room. | |
Total Not Responded SMSs | The number of SMSes the agent did not answer. |
Interpretation directions specific to presence
The following table shows a list of definitions for the column names you'll find in your presence report, which shows data such as how long your agents have been on duty vs on break, et cetera.
Online Time | The amount of time the agent spent on the Zailab system on this date. | |
Offline Time | The amount of time the agent was offline from the Zailab system. | |
Total Time on Duty | The amount of time the agent spent on duty. | |
% of Time On Duty | The amount of time the agent spent on duty as a percentage of the whole. | |
Total Time Off Duty | The amount of time the agent spent off duty. | |
% of Time Off Duty | The amount of time the agent spent off duty as a percentage of the whole. | |
Total Available Duration | The amount of time the agent was available for work. | |
Total Away Duration | The amount of time the agent was unavailable for work. | |
Total Break Duration | The amount of time the agent spent on break. | |
Total Busy Duration | The amount of time this agent was actively engaged with work. | |
Total Lunch Duration | The amount of time this agent spent at lunch. | |
Total Meeting Duration | The amount of time this agent spent in meetings. | |
Total Training Duration | The amount of time this agent spent in training. |
Interpretation directions specific to logging in and logging out
The following table shows a list of definitions for the column names you'll find in your login/logout report, which shows how often your agents log into and out of the system.
Date & Time | The exact date and time the agent logged in or out of the Zailab system. | |
Action | Whether the agent logged in or logged out at this point. |