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<a id="The report's results"></a>

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 Below is an example of this report's output in Web format. By clicking on the About this report link at the top-right corner of the page, you can review any filters and options that have been applied to the report.

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

• the report's title
• the date and time of that the report was generated
• the name of the report, if applicable

The

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Web format is the most interactive of all formats: all column headers are click-sortable and most graphical and tabular elements can be drilled down into, allowing deeper analysis of your results.

The body of the report consists of a table showing a summary of the handling of your incoming calls on each day during grouped by hour, day or month - according to the period you have selected. Each line (or day) shows the following information:

• 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.

for the day/time period alongside that for

Header	Description
Hour/ DayThis 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./ Year	Shows each hour, day or month of the period that you have selected.
	The total number of calls that dayfor the period you have selected.
AnsweredThe 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 of an incoming, answered call. Max resp: The maximum response time for all calls to within the entity alongside selected period. x-xx s: This shows the The % of calls that were answered within target with the predefined 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 percentage of the graph shows the % of calls answered while the red section shows the % that were missed.	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: answered calls from the total number of incoming calls.
Missed	Image Modified: The total number of missed calls	. Avg durn: The average length	of time a missed call rang	before being abandoned.

You may keep drilling drill down into the report for more detail, e.g. to see hour-by-hour breakdowns as shown here.

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