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<a id="Introduction"></a> |
Introduction
The Busy Times report provides a clear, hour-by-hour graphical representation of your call volumes for each day. Drill down into any hour to see a detailed breakdown of calls by type for that hour.
This report is ideal for identifying call traffic trends and very quickly highlights your busy days and times, allowing you to more effectively plan your staffing requirements.
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<a id="Running the report"></a> |
Running the report
On the Reports screen, click on Busy times in the reports list and then press thebutton.
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<a id="Creating the report"></a> |
On the Reports screen, click on Busy channels in the reports list and then press thebutton.
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The following report selection criteria window will appear:
Selecting the reporting period
Every report requires a period to run over. This is generally defined as the "Reporting period".
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There are several preset periods that can be selected from a drop-down list. The predefined periods are based on a standard Gregorian calendar and are defined as follows:
| Period | Description |
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| Today | The start and end dates are set to the current date. The start time is set to 00:00:00 and the end time to 23:59:59. |
| Yesterday | The start and end dates are set to the current date minus one day. The start time is set to 00:00:00 and the end time to 23:59:59. |
| This week | The start date is set to the first day (normally Monday) of the current week. The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time. |
| Last week | The start date is set to the date of the last Monday, and the end date is set to the start date plus seven days. The start time is set to 00:00:00 and the end time to 23:59:59. |
| This month | The start date is set to the first day of the current month. The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time. |
| Last month | The start date for this period is set in three stages. The day is set to 01, the month is set to the current month minus one, or in the case of January, it is set to 12. The year is set to the current year, unless it is a new year, in which case the year is reduced by one. The start and end times are set to 00:00:00 and 23:59:59 respectively. |
| This year | The start date is set to the first day of the first month of the current year, whilst the end date is set to today's date. The start and end times are set to 00:00:00 and 23:59:59 respectively. |
| All calls | The start and end dates and times are set to the date and time of the first and last call in the entire call database, respectively. |
| Custom period | Enter the start and end dates and times into the boxes below. The start and end times are linked to their respective dates. |
If you want to be more specific, you can choose the Custom period from the drop-down list. This option will allow you to define the Start date and End date yourself, as well as the Start time and End time of the calls you want to report on.
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When the report is executed, the reporting engine will substitute the start and end dates based on the current date or the relevant selection made by the user.
Once you have set the report's period, click on the button to set more of the report's parameters or select the button to run the report.
Creating the report
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<a id ="The report's results"></a> |
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