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<a id="The report's results"></a>

The report's results

When selecting WEB as the output format, this report will appear as below:-

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As with all reports, the header of the report includes:

the report title
the date and time of the report
the name of the report, if applicable

To view details of any filters or selection parameters used in creating this report, simply click on About this report on the top-right corner of the page.
The WEB format allows for complete flexibility when viewing any report. All headers are clickable allowing you re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked. The headers of this report are as follows:

Header	Description
Time slot	To sort by time slot, simply click on the Time slot header to sort in alternative ascending order.
Missed	The missed calls column is always displayed as red. It allows you to re-order your call analysis detail based on whichever of the following criteria is most important: Image Added: This shows the total number of missed calls in the corresponding half-hour timeslot. e.g. Select this option if you want to re-order the Call analysis report to display the half hour slot with the most missed calls. Click again to display the half hour slot with the least missed calls. Max: This shows the maximum length of time a caller waited before hanging up (in seconds). Select this option if you want to sort your missed call in order of the maximum duration of missed calls in any half-our time slot. By clicking again the report will alternate between the time slot with the longest ring time and the time slot with the shortest ring time. Avg: How long the average caller waited before abandoning the call (in seconds). Select this option if you want to sort your missed calls in order of the average duration of missed calls in any half-our time slot. By clicking again the report will alternate between decending and ascending order for average ringtime of missed calls.
Answered	The answered calls columm is always displayed in green. It allows you to re-order the Call analysis report based on incoming call information. You can re-arrange based on any of the following selection criteria: Image Added: Select this option if you would like to re-order your Call analysis report to sort by half hour slot with the most answered calls. Click again to re-order to start with the half hour with the least answered calls. Answered calls can also be re-ordered by time taken to answer (ring time) and duration of call. Ring time Max: This column shows the maximum time a caller had to wait before being answered (in seconds). Select this option under the Ring time (secs) header if you want to re-order to show the half hour slot with the longest ring time. Click again to show the half hour slot with the shortest ring time for answered calls. By clicking again, the report will alternate between the time slot with the longest and shortest ring time. Ring time Avg: This shows this average time a caller had to wait before being answered (in seconds). Select this option under the Ring time (secs) header if you want to show the half hour slot in descending order of average ring time. Click again to in ascending order. By clicking again the report wil alternate between the time slot with the longest and shortest average ring time. Duration Max: The duration of the longest incoming, answered call (in hours, mins, secs.) Click on the header to toggle between longest and shortest call maximum duration for any half hour. Duration Avg: The average length of an incoming, answered call (in hours, mins, secs.) Click on the header to toggle between longest and shortest call average duration for any half hour.
Outbound	The outbound calls column is always displayed in blue. It shows the total number of calls for each half hour, the maximum, average and total duration for calls in that half hour and average and total cost of calls made in that half hour. It also allows you to re-order the Call analysis report based on this outbound call information. You can re-arrange based on any of the following selection criteria: Image Added: Shows the number of outbound calls made in the half-hour period. Click of the header to toggle between the busiest and quietest half-hours. Duration Max: The duration of the longest outbound call (in hours, mins, secs). Click of the header to toggle between the calls with the longest and shortest maximum outbound duration. Duration Avg: The average length of an outbound call (in hours, mins, secs). Click of the header to toggle between the calls with the longest and shortest average outbound duration. Duration Total: The total duration of time spent on outbound calls in this half hour period. Click of the header to toggle between the half hour with the longest and shortest total outbound duration. Cost Avg: The average cost of an outbound call for this half-hour period. Click of the header to toggle between the half hour with the most and least average call cost. Cost Total: The total cost of outbound calls for this half-hour period. Click of the header to toggle between the half hour with the most and least spent on calls.

If you would like to go back and view this report for a larger section of the organisation, click on the appropriate link in the breadcrumb, as shown below:-

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<h2>Introduction</h2>

<p>The Call Analysis report breaks down your working day into half-hour segments and details important information about
your calls. You get a clear graphical representation of how many outbound, answered and abandoned calls you've made.</p>

<p>Figures are shown as maximum and averages so you can more effectively plan your staffing requirements throughout
each working day.</p>

<p>These figures are shown as maximum and averages so you can more effectively plan your staffing requirements
throughout each working day.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_analysis_1.png" alt="Call analysis" />

<h2>Running the report</h2>

<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Call analysis</span> in the reports list and then press the <span class="button">Select this report</span> button.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_analysis_2.png" alt="Call analysis" />

<p>The following report selection criteria window appears:</p>

<h4>Reporting period</h4>

<p>Every report requires a period to run over. This is generally defined as the "Reporting period".</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/period_screen.png" alt="Call analysis" />

<p>There are several pre-defined periods that can be selected from a simple drop-down list as shown above.</p>

<p>The built-in periods are based on a standard Gregorian calendar and are defined as follows:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=98>Period</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Today</b></td>
			<td class="confluenceTd">The start date and end date is set to the current date. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Yesterday</b></td>
			<td class="confluenceTd">The start date and end date is set to the current date minus one day. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This week</b></td>
			<td class="confluenceTd">The start date is set to the Monday of the current week, whilst the end date is set to the current day. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Last week</b></td>
			<td class="confluenceTd">The start date is set to the last Monday, whilst the end date is set to the start date plus seven days. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This month</b></td>
			<td class="confluenceTd">The start date is set to the 1<span class="exponent">st</span> day of the current month and the end date to today. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Last month</b></td>
			<td class="confluenceTd">The start date for this period is set in three stages. The day is set to <span class="keyword">01</span>, the month is set to the current month minus one, or in the case of January, 
			it is set to <span class="keyword">12</span>. 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 
			<span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This year</b></td>
			<td class="confluenceTd">The start date is set to the first day of the first month of the current year. The end date is set to today's date. The start and end times are set to <span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>All calls</b></td>
			<td class="confluenceTd">The start date is set to the date of the first call in the database, whilst the end date is set to the date of the most recent call in the database. Times are also set to the times of the first and last calls in the database.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Custom period</b></td>
			<td class="confluenceTd">Enter the start and end dates and times into the boxes below. The start and end times are linked to their respective dates.</td>
		</tr>
	</tbody>
</table>

<p>If you want to be more specific, you can choose the <span class="keyword">Custom period</span> from the bottom of the drop-down list. This option
will allow you to define the start date and end date yourself, as shown below. When you need to be even more specific,
you can also choose a start time and end time.</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/custom_period_screen.png" alt="Call analysis" />

<p>When the report is executed, if the user has selected an in-built period, the reporting engine simply substitutes the start
and end dates based on the current date and the period the user selected.</p>

<p>Once you have set the report's period, click on the <span class="button">Next</span> button to set more of the report's features or select the <span class="button">Finish</span> button to run the report.</p>

<h4>What do you want to report on?</h4>

<p>In addition to the reporting period, each report offers you the opportunity to define exactly what you want to report on. This is
generally a site, group or user.</p>

<h5>Site</h5>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_1.png" alt="Call analysis" />

<p>TIM Plus will allow you to log information from up to five sites. If you want to report on a specific site, select that site from
the drop-down list or to select all sites' data, leave it at the default <span class="keyword">All sites</span> as shown above.</p>

...

Call Analysis

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Old Version 21

New Version 22

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The report's results