The Call Scoring report provides a comprehensive analysis of previously scored calls, enabling you to quickly and easily evaluate the answers to them. All questions are summarised in a clear, easy-to-understand format and are shown separately, grouped into their respective categories.
TIM Plus allows you to create your own score cards and rate any call for evaluation purposes. The scores can be based on any combination of questions with the following answers:
- Yes/No
- A range
- Multiple choice
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An example of a scoring card can be seen below:
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Running the report
On the Reports screen, click on Call geography in the reports list and then press the Select this report button.
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A new window will appear, where you can select the criteria for your report.
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 theNextbutton to set more of the report's parameters or select theFinishbutton to run the report.
Selecting the reporting entity
The reporting entity paramater allows you to select which part of your organisation you want to run the report for (site, extension group, channels or individual extensions).
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Site
TIM Plus will allow you to log information from up to five sites. If you want to report on a particular site, select your preferred site from the drop-down list, alternatively leave the default settings as All sites.
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| Filter | Sites |
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| Value | All sites |
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The username and password you have been allocated might be restricted to a specific site or group. If you need additional permissions, please contact your system administrator. |
Group
There is no limit to the number of groups you can create on one site. Groups, like sites are available as a drop-down list. You can choose to report on a specific group or leave the default setting as All groups.
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| Filter | Groups |
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| Value | All groups |
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Please note that the drop-down list for each group will appear only if a site has already been selected.
User
Once a site and group has been selected, you can also choose to report on a particular user from the drop-down list, or you can leave the default setting as All users.
Once you have set the report's entities, click on theNextbutton to set more of the report's features or select theFinishbutton to run the report.
Selecting the report filters
This option allows you to filter out certain calls from your results, by selecting the values of the parameters.
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These filters allow you to be very specific, when deciding the call information you would like to display in the final report.If you do not want to select any filters, simply press theNextbutton to skip.
Please find a brief description of all filters below:
Call type
This filter allows you to define the type of call you would like to report on. If you would like to report on all calls, leave the default setting as All calls.
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| Filter | Call type |
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| Value | All calls |
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If you want to report on one call type in particular, expand the drop-down list and select from the available options.
CLI
The Caller Line Identification (CLI) is a phone number that calls your organisation. This is sometimes withheld by the person making the call.
You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI. For example, for calls from Tri-Line you would enter 02072652600.
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| Filter | CLI |
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| Value | 02072652600 |
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This filter accepts the comparison operators ! and * (e.g. to exclude calls from Tri-Line, you would use !020726526*). To report on more than one CLI, user a comma to separate the entries.
Dialled number
To filter calls to a specific number, type the number that was dialled in the box provided. The dialled number can be a number that you dial out, or a DDI number within your organisation that someone dials in to get to a particular extension.
To filter calls to a specific area, a partial number may be entered (e.g. 0033, for calls to France).
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| Filter | Dialled number |
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| Value | 0033 |
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This filter accepts the comparison operators ! and * (e.g. to exclude calls to 0207 265, enter !0207265* ).
Duration
To filter calls above or below a particular duration, enter the number of seconds and the relevant symbol in the box provided. This filter allows you to specify a range (-) or use comparison operators (>, <, ! and *).
In the above example, the filter will look for calls longer than 1800 seconds (30 minutes). Alternatively, you may want to exclude calls below a certain threshold (e.g. below 3 seconds).
Selecting the report options
This section allows you to further narrow down your report results, by excluding certain types of calls or sorting the results in a particular manner. The filters are fairly self-explanatory. For example, if you would like to exclude weekend calls from the report, simply tick the option to exclude weekend calls. If you would like to ignore missed calls shorter than a specific duration, simply enter the duration in the box.
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Exclude weekends
If you would like to exclude weekend calls from the search results, simply select the tick-box to exclude weekend calls.
Exclude transfers
Select this option if you would like to exclude transfers from the search results. For example if you want to see only how well calls were answered when first presented, you would choose to exclude transfers.
Hide unused
This option gives you the option of excluding unused extensions from the results shown. To exclude unused extension, simply select select the tickbox, as shown below:
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Creating the report
When you have chosen a reporting period, and are happy with your selections, you have two options:
- run the report now
- schedule the report for future delivery
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If you click on the Run now button, the report will run instantly in your chosen format.
If you want to schedule the report to run at a later time, follow the instruction given in the Schedule a report section.
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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 results of the call scoring report will vary depending on the type of questions used to create your scorecards.
Yes/No answers will be shown as two bars with a % allocated against the Yes/No answers.
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Range answers will show the Minimum and Maximum scores as well as the average score.
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Multiple choice scores will show the % allocated to each answer.
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All scores will show the total number of scores the report is based on so you can put the answers into context.
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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