Versions Compared

Old Version 47

changes.mady.by.user Editor

Saved on

compared with

New Version 48

changes.mady.by.user Document Admin

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

The Call Analysis report breaks down your working day into half-hour segments and details important information about your calls, displaying , providing a clear graphical representation of how many outbound, answered and abandoned calls you have made. Figures Call volumes are shown as maximum maximums and averages, enabling you to more effectively plan your staffing requirements throughout each working daywhich can assist in staff planning requirements.

Screenshotmacro
Borderfalse
URL/download/attachments/4817248/call_analysis_1.png

...

On the Reports screen, select the Call analysis report from the left-hand pane and click the Select this reportbutton button.

Screenshotmacro
Borderfalse
URL/download/attachments/4817248/call_analysis_2.png

...

As with all reports produced by TIM Plus, each page of the report includes the following information:

  • the report's title, e.g. Call Analysis
  • the date and time that the report was generated
  • the name of the report, if applicable

...

HeaderDescription
Time slotClick on the Time slot header to sort the results in alternative ascending orderThe time period to which the other headers' results relate.
MissedThe missed calls column is always displayed in red. By clicking on the header, you can rearrange the results based on the following selection criteria:
  • Squiggle: The total number of missed calls in the corresponding half-hour time slot.
  • Max: The maximum length of time a caller waited before abandoning the call (in seconds).
  • Avg: The average length of time a caller waited before abandoning the call (in seconds).
AnsweredThe answered calls column is always displayed in green. By clicking on the header, you can rearrange the results based on the following selection criteria:
  • Squiggle: The total number of answered calls in the corresponding half-hour time slot.
  • Ring time Max: The maximum length of time a caller had to wait waited before the a call was answered (in seconds).
  • Ring time Avg: The average length of time a caller had to wait waited before the call was answered (in seconds).
  • Duration Max: The duration of the longest incoming, answered call (in hours, mins, secs.)
  • Duration Avg: The average length of an incoming, all answered call calls (in hours, mins, secs.)
OutboundThe outbound calls column is always displayed in blue. By clicking on the header, you can rearrange the results based on the following selection criteria:
  • Squiggle: The total number of outbound calls in the corresponding half-hour time slot.
  • Duration Max: The duration of the longest outbound call (in hours, mins, secs).
  • Duration Avg: The average length of an all outbound call calls (in hours, mins, secs).
  • Duration Total: The total duration of time spent on outbound calls in the corresponding half-hour period.
  • Cost Avg: The average cost of an outbound call for this half-hour period.all outbound calls
  • Cost Total: The total cost of all outbound calls for this half-hour period.

You can easily re-run your report to cover a larger organisational scope, by clicking an element of the breadcrumb as shown below:

...