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| Reporting_filter |
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| Filter | Start time |
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| Value | 10:00:00 |
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Trunk access code
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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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| Border | false |
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| URL | /download/attachments/4817256/missed_calls_options.png |
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Exclude weekends
This option allows you to exclude weekend calls from any results shown. If you would like to exclude weekend calls, simply select the tickbox to exclude weekend calls.
Summary only
When running a report, you may not want to display in the results every call lost. If you want to only show a summary of lost calls - instead of listing all calls - tick the box
as shown below:Don't replace numbers with contact names
Tick this option if you do not want to replace dialled numbers, CLIs and account codes with their equivalent names, as defined in your web user's contacts list(s).
| Reporting_option |
|---|
| Option | Don't replace numbers with contact names |
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Notes only
This option allows you to display only calls that have notes stored against them.
Audio only
This option allows you to display only calls that have a voice recording file associated to them.
Sort order
Choose whether you would like the results of the report to appear in ascending or descending order, by selecting from the drop-down box.
| Reporting_filter |
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| Filter | Sort order |
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| Value | Ascending |
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Sort results by
You may choose the order in which results are sorted, by selecting the appropriate option from the list provided.
| Reporting_filter |
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| Filter | Trunk access codeSort results by |
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| Value | 9 |
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This filter accepts the comparison operators ! and *.
Ignore missed calls shorter than
If you would like to exclude short calls from your report, enter the duration below which you'd like to ignore calls. If you would like to exclude very short calls (e.g. calls below 3 seconds), simply enter the number
in the box provided:
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Callback interval
This options allows you to define the window in which a call must be responded to, in order to be cosidered as handled (in hours i.e. 24 = 24 hours)
The default callback interval is 24 hours but you may enter in any number here.
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<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>
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