Zailab's distribution (per work type) reports give you a summary of activity within sectors of particular departments. 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 interaction distribution report type 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.
Work Type | The designation indicating the subdepartment referred to in this row. | |
From Date | The start date of the period covered by the report. | |
To Date | The end date of the period covered by the report. |
Interpretation directions specific to calls
The following table shows a list of definitions for the column names you'll find in your report for calls.
Total Calls Received | The number of calls received by this subdepartment. | |
Longest Waiting Call | The most time a call spent waiting to be handled by this subdepartment. | |
Average Wait Time | The mean amount of time it took for each call to be handled. | |
Total Handled Calls | The number of calls this department handled. | |
% of Calls Handled | The number of calls handled as a percentage of the total. | |
Average Handle Time per Call | The mean amount of time spent handling each call. | |
Total Calls Answered Out of SLA | The number of calls that were not handled within the service-level agreement. | |
% of Calls Answered Out of SLA | The number of calls handled outside of the service-level agreement as a percentage of the total. | |
Total Calls Not Handled | The number of calls this subdepartment failed to handle. | |
% Calls Not Handled | The number of calls not handled as a percentage of the total. | |
Total Abandoned Calls | The number of calls that were abandoned. | |
Total Abandoned Time | The summed amount of time wasted by callers on abandoned calls. | |
% of Calls Abandoned | The number of calls abandoned as a percentage of the total. | |
Total Callbacks Requested | The number of callback requests logged. | |
% 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. | |
% 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 this subdepartment. | |
% 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 or numbers. | |
% of Calls Ended in Calls Forwarded | The number of forwarded calls as a percentage of the total. |
Interpretation directions specific to emails
The following table shows a list of definitions for the column names you'll find in your report for emails.
Total Emails Received Today | The number of emails received by this subdepartment. | |
Longest Waiting Email | The longest time it took to respond to an email. | |
Average Wait Time per Email | The mean amount of time it took for each email to receive a response. | |
Average Handle Time per Email | The number of emails handled as a percentage of the total. | |
% of Handled Emails | 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 specific to SMSes
The following table shows a list of definitions for the column names you'll find in your report for SMSes.
Total SMSes Received Today | The number of SMSes received by this subdepartment. | |
Longest Waiting SMS | The longest time it took to respond to an SMS. | |
Average Wait Time per SMS | The mean amount of time it took for each SMS to receive a response. | |
Average Handle Time per SMS | The number of SMSes handled as a percentage of the total. | |
% of Handled SMSes | The number of SMSes handled as a percentage of the total. | |
Total SMSes Served Out of SLA | The number of SMSes that were not handled within the service-level agreement. | |
% of SMSes Served Out of SLA | The number of SMSes handled outside of the service-level agreement as a percentage of the total. |