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On the Reports screen, click on Daily Activity Inbound Call Performance in the reports list and then press the Select this report button.
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Thresholds
When running a report like, for example a target response report, you may want to define your own thresholds. You can do this by entering the response thresholds you want to report on in seconds as shown below. This will show the response times for calls answered within 5, 10 and 20 seconds, respectively.
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| Filter | Thresholds |
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| Value | 5, 10, 20 |
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Group by
Select the time period you want to group calls by hour, day, month or year.
Selecting the report format
This section allows you to choose the output format of your report. To select the desired format, click on the drop-down list and choose from the available options: Web, PDF, Excel, CSV and XML. More details about each report format are available in the Setting the report format section above.
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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. 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.
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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
The WEB format allows for complete flexibility when viewing any report. All headers are clickable, allowing you to re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked.
The body of the report consists of a table showing a summary of the handling of your incoming calls on each day during the period you selected. Each line (or day) shows the following information:
| Header | Description |
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| Day | This show the day of the month that the calls relate to. Each day is a hyper-link. To drill-down and get an hour-by-hour breakdown of calls, simply click on the day. |
 Image Added | The total number of calls that day. |
| Answered | The answered calls columm is always displayed in green. It allows you to re-order the Inbound call performance report based on incoming call information. You can re-arrange based on any of the following selection criteria:- Ans: The total number of answered calls taken that day.
- Avg durn: The average length of an incoming answered call.
- Avg resp: The average response time for calls to the entity alongside.
- Max resp: The maximum response time for calls to the entity alongside.
- x-xx s: This shows the % of calls that were answered within target with the target being defined here as (x-xx s). e.g. e.g. If 68% is displayed under the '0- 5 s' heading, that means that 68% of all calls were answered in less than 5 seconds. If the next threshold showed 15% under the heading 6 - 10 s, then 15% of calls were answered in between 6 and 10 seconds.
- %: The green section of the graph shows the % of calls answered while the red section shows the % that were missed.
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| Missed | The missed calls column is always displayed as red. It allows you to re-order your call detail based on whichever of the following criteria is most important:- Image Added: The total number of missed calls for the day/time period alongside.
- Avg durn: The average length that a missed call rang for before being abandoned.
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You may keep drilling down into the report for more detail e.g. to see hour-by-hour breakdowns as shown here.
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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>This report shows how quickly your inbound call traffic is being answered compared to
pre-defined answer time thresholds.</p>
<p>You can compare data by year, month, day or hour, and a visual indication
is shown of how many calls were answered inside each threshold,
alongside tabular data.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/inbound_call_performance_1.png" alt="Inbound call performance" />
<h2>Running the report</h2>
<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Inbound call performance</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/inbound_call_performance_2.png" alt="Inbound call performance" />
<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="Inbound call performance" />
<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="Inbound call performance" />
<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="Inbound call performance" />
<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>
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