How to read your EOD report?
A quick guide to understanding your daily end-of-day report and what to look for.
The End-of-Day (EOD) report is your daily snapshot of everything that happened during the working day. Here is how to read it and what each section means.
Report structure:
1. Date and shift summary
Shows the date, working hours covered, and the name of the VA who handled the shift. If multiple VAs or shifts are involved, each is listed separately.
2. KPI summary
A table showing the key metrics for the day, including:
- Calls / Chats Handled — total number of customer interactions managed
- Emails Resolved — total emails actioned, replied to, or closed
- Leads Qualified — number of leads moved forward in the pipeline
- CSAT Score — customer satisfaction score for the day (target: 9.0+)
- Avg Handle Time — average time spent per interaction
- SLA Compliance — percentage of interactions handled within the agreed response time
- Revenue Influenced — estimated revenue from qualified leads or upsells handled
3. Activity log
A line-by-line breakdown of significant interactions during the day, including customer reference numbers, issue types, channels, resolutions, and durations.
4. Email activity
A summary of emails handled, including subject, priority, status, and whether SLA was met.
5. Notes, blockers, and tomorrow's priorities
The most important section for you as the client. This is where you will find:
- Anything that needs your input or decision
- Issues that were escalated and their current status
- Tasks that were not completed and why
- The top priorities planned for the following day
What to look for every day:
- Any item marked as Blocked or Escalated — these need your attention
- CSAT scores below 9.0 — worth a quick review of what happened
- SLA breaches — rare but important to acknowledge when they occur
- Tomorrow's priorities — a quick scan keeps you aligned without needing a call
How to give feedback on the report:
Reply to the report message or send a note via your agreed communication channel. Feedback is always welcome and acted on quickly.
To discuss your preferred report format: https://calendly.com/jerinecua/discovery-call
Report structure:
1. Date and shift summary
Shows the date, working hours covered, and the name of the VA who handled the shift. If multiple VAs or shifts are involved, each is listed separately.
2. KPI summary
A table showing the key metrics for the day, including:
- Calls / Chats Handled — total number of customer interactions managed
- Emails Resolved — total emails actioned, replied to, or closed
- Leads Qualified — number of leads moved forward in the pipeline
- CSAT Score — customer satisfaction score for the day (target: 9.0+)
- Avg Handle Time — average time spent per interaction
- SLA Compliance — percentage of interactions handled within the agreed response time
- Revenue Influenced — estimated revenue from qualified leads or upsells handled
3. Activity log
A line-by-line breakdown of significant interactions during the day, including customer reference numbers, issue types, channels, resolutions, and durations.
4. Email activity
A summary of emails handled, including subject, priority, status, and whether SLA was met.
5. Notes, blockers, and tomorrow's priorities
The most important section for you as the client. This is where you will find:
- Anything that needs your input or decision
- Issues that were escalated and their current status
- Tasks that were not completed and why
- The top priorities planned for the following day
What to look for every day:
- Any item marked as Blocked or Escalated — these need your attention
- CSAT scores below 9.0 — worth a quick review of what happened
- SLA breaches — rare but important to acknowledge when they occur
- Tomorrow's priorities — a quick scan keeps you aligned without needing a call
How to give feedback on the report:
Reply to the report message or send a note via your agreed communication channel. Feedback is always welcome and acted on quickly.
To discuss your preferred report format: https://calendly.com/jerinecua/discovery-call