Distribution Report

Distribution Report

Section 1: Distribution Summary

This section displays the reporting scope:

  • Queues: The queues selected from the filter screen

  • Start Date & Time: When the reporting period begins

  • End Date & Time: When the reporting period ends

  • Period: Total duration being analyzed (e.g., 1 day, 1 week)

Section 2: Total Calls Overview

This section summarizes all inbound call activity across the selected queues:

  • Number of received calls

  • Number of answered calls

  • Number of missed/unanswered calls

  • Number of timeout calls

  • Number of abandoned calls

  • Timeout rate (% of calls that timed out)

  • Abandon rate (% of calls that were abandoned

Section 3: Distribution by Queue Table

Shows per-queue breakdown of performance metrics:

Column Name

Description

Queue

Name of the queue

Received

Total number of incoming calls

Answered

Calls that were successfully picked up

Timeout Calls

Calls that exceeded the max allowed wait time

Abandoned

Calls where the caller hung up before being answered

Transferred

Calls that were forwarded to another queue/agent

Avg. Wait

Average time callers waited before being answered

  • Total Wait Time ÷ Answered Calls

Avg. Talk

Average duration of the conversation

  • Total Talk Time ÷ Answered Calls

Max Callers

Peak simultaneous callers in the queue

Answer %

Answered calls as a percentage of total received

Timeout %

% of calls that timed out

SLA

Service Level Agreement% (answered within defined threshold)

Section 4: Charts 

Two bar charts help visualize:

  • Chart 1: Distribution by Queue
     Comparison of answered vs. abandoned calls across queues

  • Chart 2: Average Wait Time by Queue
     Visualizes the wait time performance of each queue

Section 5: Distribution by Month

This section breaks the same call metrics down by month:

  • Helps identify long-term trends

  • Ideal for monthly performance reporting

You can filter the Distribution by (month, week, day, hour, or day of week.)

Section 6: Distribution by DID

Provides insights per inbound phone number (DID):

  • Received, answered, unanswered calls

  • SLA % per number

  • Use this to analyze line-by-line performance (e.g., sales line vs. support)

Section 7: Detailed Distribution Report

Call-by-call data log with full detail:

Field

Description

Date

Timestamp of the call

Queue

Queue the call was routed to

Agent

The agent who handled the call

Caller Number

Customer's phone number

Event

Call outcome (COMPLETED, BUSY, etc.)

DID

Inbound number used

Wait Time

Time before the call was answered

Talk Time

Duration of the call

Options

Play recording, Download 

  • You can play the record from the options 

  • Download Record 

  • Generated call summary 

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