Who can use this feature?
In this article, we will cover Distribution Reporting, which is a great place to have a better view of your meetings and how they are being distributed, such as:
- Assess trends of record, meeting, and Chat assignments;
- Ensure your reps are getting an equal amount of meetings, records, and chats;
- Understand why a rep was skipped, who canceled a meeting, etc.;
- Understand when any updates were done to your distributions and by whom.
Table of Contents
- How do I access it?
- Filters
- Meeting, Conversation, and Record Distributions
- Why do I see an uneven distribution among my reps?
How do I access it?
If you are an Admin or a Workspace Manager, expand the "Reporting" section on the left-hand side menu and click "Distribution Reporting". The initial view will be defaulted in the Meeting Distribution tab, which will cover the number of Meetings Scheduled, Meetings Rescheduled, Meetings Canceled, and Meetings marked as No-Shows.
Filters
Before covering the Meeting and Record Distribution tabs, we will quickly cover the available filters, which will be important while building your reports and/or doing any analysis.
Product Filters
Below the Meeting Distributions tab, you can filter which products you want to involve in your reporting or analysis.
Click the dropdown button and a list of products available in your workspace will be displayed. Then, mark the checkbox for the ones you want to include.
You can remove any product by following the same process and removing the checkbox selection or by clicking the X next to its respective names.
Timeframe Filter
This is an important filter since the numbers displayed in the Meeting Stats will reflect the previously selected timeframe.
Click the dropdown to see some pre-defined timeframes, such as the Last 24 hours, the Last 7 Days, etc., or select "Custom" to build the reporting within a specific timeframe.
Meeting Distribution View
When you access the Distribution Reporting page, you will notice two tabs: Meeting Distributions and Record Distributions.
The features and settings we will cover below are standard among all tabs, and any particularities will be covered separately.
Meeting Distributions
In the Meeting Distributions tab, you will find the main stats on Meetings scheduled, rescheduled, marked as No-Show, and Canceled. This data refers to meetings assigned through a Round-Robin distribution only!
Note: Chili Piper shows the number of meetings scheduled, rescheduled, etc., within a selected timeframe, so the numbers may oscillate depending on your chosen timeframe, as covered in the Timeframe Filter section above.
In the example above, seven meetings were Rescheduled out of 74 in that specific period.
Record Distributions
Coming to the Record Distributions tab, you can find the main stats on Records assigned and reassigned. This data refers to records assigned through a Round-Robin distribution only.
Reinforcing the data displayed will also follow the timeframe filter previously selected for this reporting.
Distributions Table
Below the stats we covered above, you will find the list of all your published meetings, conversations, or distributions, depending on which tab you are currently navigating.
You can see where this distribution is used (Concierge Router, Distro Router, Chat Journey, etc.) and which Team it distributed the meetings to.
Click on "View" next to a Distribution Name to open a more detailed view, which is covered in more detail in the Distribution Overview section.
Within the Meeting Distributions tab, you will find the number of meetings scheduled, rescheduled, canceled, and marked as no-show. To get the total number of completed calls for a rep, you only need to look at the 'Meetings Scheduled' count. This number reflects the meetings that actually took place—it doesn't include no-shows or canceled meetings. However, if you're looking to find the total number of meetings booked (including those that were canceled or marked as no-shows), then yes, you would add together the numbers for Scheduled Calls + No Show Calls + Canceled Calls.
While navigating the Record Distributions tab, you will find the number of records assigned and reassigned within each distribution.
Distribution Table Overview
Click on "View" next to a Distribution Name to open a more detailed view.
Over there, you will find the number of meetings scheduled, rescheduled, canceled, and marked as no-show for each team member of this distribution if you are currently in the Meetings Distributions tab.
Within the Record Distributions tab, you will find the number of records assigned and reassigned for each team member of this distribution.
Used In View
Go to the "Used In" tab to understand where your distribution is currently being used. In the example below, the NA - 11 to 50 (Meeting) view is used in the Chili Piper Prod Flow in Concierge, Chat, and Handoff:
If you want to review them in more detail, you can click "View" to be redirected to the Flow.
Distribution History
Open the Distribution History tab to really investigate how meetings are being assigned, or records are being distributed, why somebody on your team is getting skipped, and what changes were made to the distribution and by whom.
This is your view of all events related to any particular distribution, including:
- Meeting or Record Distribution history:
- Next Team Member to receive a meeting or record:
- Credit/Skip and/or Weight-related updates:
- Handoff Meetings and their Bookers:
You can filter these events by timeframe, event type, and Team Member:
Why do I see an uneven distribution among my reps?
You might see that some team members have more meetings and/or more records distributed than others. Here are a few common reasons for that:
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You have the flexible Round Robin type enabled on this distribution: While it allows for more slots to be displayed to the prospect, it does mean that sometimes the time the prospect is picked does not coincide with the time the next person in the queue is available, so they are skipped. Check that your reps have as many open slots as possible on their calendars if you are using a Flexible Round-Robin.
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Your rep does not have a license: For example, you might use one distribution in both Concierge and ChiliCal apps. If one of your reps has no Concierge license, they will not be assigned meetings from your Concierge router, resulting in an unequal distribution of meetings. The "Used In" view (covered in more detail below) can help you to find where a distribution is being used.
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Reps on vacation: If a rep is out of the office for vacation or a day, the distribution will not happen during those days. Click here to understand Vacation and Distribution Settings better for Distro, and here for Concierge.
- Booker's Manual Selection: If you are working with a Handoff-related use case, you may see cases where the user playing the Booker role selected a different assignee to be next in line for any reason. This may also cause the distribution to be uneven at some point, and we recommend always guiding bookers to select the next in line every time it's doable.