The Missed Calls report analyses your missed calls to see which callers have and haven't been responded to. Each missed call is given a priority rating depending on how many times and how often a caller attempted to make contact. The time window in which a call must be responded to, if it is to be considered handled and it , is user-definable.

This report allows you to easily report on any missed calls. The report has two clear tabs, Missed and Handled calls. The Missed calls tab shows calls that were missed but never responded to. The Handled calls tab shows calls that were missed initially but eventually responded to. This report is ideal for identifying lost calls and lost business.

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Running the report

On the Reports screen, click on Missed Calls 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
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.

Reporting_filter

Filter	Sites
Value	All sites

Tip
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.

Reporting_filter

Filter	Groups
Value	All groups

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.

Reporting_filter

Filter	User
Value	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.

HTML

<h2>Introduction</h2>

<p>This report allows you to easily report on any missed calls. The report has two clear tabs, <span class="button">Missed</span> and <span class="button">Handled</span> calls.
The <span class="button">Missed</span> calls tab shows calls that were missed but never responded to. The <span class="button">Handled</span> calls tab shows calls that were
missed initially but eventually responded to.</p>

<p>This report is ideal for identifying lost calls and lost business.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/missed_calls_1.png" alt="Missed calls" />

<h2>Running the report</h2>

<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Missed calls</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/missed_calls_2.png" alt="Missed calls" />

<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="Missed calls" />

<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="Missed calls" />

<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="Missed calls" />

<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>

...

Missed Calls

Versions Compared

Old Version 22

New Version 23

Key

Running the report

Selecting the reporting period

Selecting the reporting entity

Site

Group

User

Selecting the report filters