Zailab's compare-agents reports let you consider your agents' performance in relation to one another, making it simple to see where your agents excel – and where they might need a little help. These reports deal with calls, emails, and SMSes separately.
Download directions
Step 1: Click Reports from your dashboard.
Step 2: Under Agents, click the comparison report type you'd like.
Step 3: Choose the country you're reporting on (usually the default option is sufficient).
Step 4: Select the time zone you would like to have applied to your report.
Step 5: Use the date pickers to select a from and to date for your report.
Step 6: 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.
Agent Last Name | The last name of the agent in this row. | |
Agent First Name | The first name of the agent 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. | |
Days Working | The number of days this agent spent working during this reporting period. |
Interpretation directions specific to calls
The following table shows a list of definitions for the column names you'll find in your compare-agents call report. Note that while this report includes definitions for in- and outbound reports, Zailab will supply separate reports for in- and outbound calls in this case.
Total Calls Answered | The number of calls this agent handled. | |
Total Talk Time | The summed amount of time this agent spent on active calls during this reporting period. | |
Average Talk Time (Across Calls) | The mean amount of time this agent spent talking per call. | |
Average Talk Time (Across Days) | The mean amount of time this agent spent talking per day. | |
Total Handle Time | The combined amount of time the agent spent conversing, placing people on hold, and wrapping up. | |
Average Handle Time (Across Calls) | The mean amount of time this agent spent handling each call. | |
Average Handle Time (Across Days) | The mean amount of time this agent spent handling calls each day. | |
Total On-Hold Time | The amount of time people spent on hold while engaged with this agent. | |
Average On-Hold Time (Across Days) | The mean amount of time people spent on hold with this agent per call. | |
Average On-Hold Time (Across Calls) | The mean amount of time people spent on hold with this agent per day. | |
Total Calls Placed On Hold | The number of calls this agent placed on hold during this period. | |
Total Wrap Up Time | The amount of time this agent spent wrapping up. | |
Average Wrap Up Time (Across Calls) | The mean amount of time this agent spent wrapping up per call. | |
Average Wrap Up Time (Across Days) | The mean amount of time this agent spent wrapping up per day. | |
Total Answered Wrapped Up Calls | The number of calls this agent both answered and wrapped up – indicating the proportion of calls that were not transferred to another member of your organization. | |
Calls Not Answered | The number of calls this agent did not answer. | |
Total Calls Made | The number of calls this agent initiated. | |
Rejected Calls | The number of served calls this agent explicitly rejected. | |
Calls Timed Out | The number of calls the agent did not accept before they were returned to the Waiting Room. | |
Total Not Responded | The combined number of calls the agent either rejected or timed out on. | |
Total Missed Calls | The number of inbound calls that were disconnected by the caller while ringing (ie. before the agent could accept or reject the call, and before the call could time out). | |
Total Calls Served | The number of calls routed to this agent. | |
Total Transferred | The number of calls this agent transferred to another member of your organization. |
Interpretation directions specific to emails
The following table shows a list of definitions for the column names you'll find in your compare-agents email report.
Total Emails Served | The number of emails served to this agent. | |
Total Emails Accepted | The number of emails this agent chose to handle. | |
Total Emails Sent | The number of emails this agent sent. | |
Rejected Emails | The number of served emails this 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 combined number of emails the agent either rejected or timed out on. |
Interpretation directions specific to SMSes
The following table shows a list of definitions for the column names you'll find in your compare-agents SMS report.
Total SMSs Served | The number of SMSes served to this agent. | |
Total SMSs Accepted | The number of SMSes this agent chose to handle. | |
Total SMSs Sent | The number of SMSes this agent sent. | |
Rejected SMSs | The number of served SMSes this 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 combined number of SMSes the agent either rejected or timed out on. |
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 in this reporting period. | |
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. |