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The Target Response report enables you to assess how well calls to your company are answered, compared to user-defined targets. It provides a line-by-line summary along with as well as a visual representation of the percentage proportion of calls answered inside and outside your set -targettargets.
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On the Reports screen, select the Target Responseresponse report from the left-hand pane and click the button.
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If both a site and group have been selected, you can further limit the report's results to include only calls by involving a particular user, by selecting it that user from the drop-down list.
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If your web account is restricted to a specific site or group, only those entities to which you have access will be available in the drop-down lists. |
Once you have selected the scope of your report, click click on the button to set additional report parameters and options. To , or to run the report immediately without doing so, click the click the button.
Selecting the report filters
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Hide unused
To exclude unused extensions from your report's results, select the Hide unused option.
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Tick this box if you want the report results to include the response time of internal calls in your report's results.
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Use this option to define the threshold for your response time target thresholds. The example below will show the response times for calls answered within shows response time targets of 5, 10 and 20 seconds, respectively.
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Choose from the Sort order drop-down list whether list whether you want the results of your report to appear in ascending or descending order.
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Missed calls below a certain duration can sometimes pollute the meaning of a report's results. To exclude such short calls from your report, enter a duration threshold in the text box provided, e.g. to ignore calls below 3 seconds, enter 3 .
Selecting the report format
This section allows you to choose the media format of your completed report. The formats available are Web, PDF, Excel, CSV and XML.
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<a id="Creating the report"></a> |
Creating the report
Creating the report
When you have selected a reporting period and have chosen any filters and options, you can either run the report immediately by clicking on the button, or schedule it for future delivery.
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The body of the report consists of a table showing a summary of calls call information for the period you selected, grouped by entity. Each column header of the table is described below:
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| Name | The entity the data displayed refers to, e.g site, department user etc.name of the entity for each line of data | ||||
| Answered |
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| Missed |
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: The total volume of calls received ...
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Each entity is shown as a hyperlink which, if clicked on, re-runs the report using a more granular period.
You may keep drilling down into the report for more detail e.g. to see which teams are responsible for low responses and drill down further to see which individuals in the team perform worseto include only call information pertaining to that entity, allowing you to inspect the performance of specific teams and individual users.
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