Introduction
The Enterprise Overview report is an interactive, click-able report, showing call summaries for each type of call - inbound, outbound and missed. The report is useful for comparing call statistics between different parts of your organisation and allows you to drill-down into each value to see the same call information for subsequent groups or users. Totals, maximums and averages are displayed at the foot of each column.
Running the report
Click on the Reports tab and select Enterprise overview from the left-hand pane. The screen displaying the parameters of the report will appear, where you can configure the entity, period, filters, options and format of the report.
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For details about how to configure these parameters, refer to the relevant page in the list below:
Creating the report
When you have configured the report's parameters, click on the button to run the report immediately; alternatively, you can save the report's definition or schedule the report for future delivery.
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The report's results
As with all reports produced by TIM Plus, each page of the report includes the following information:
- the report's title
- the date and time that the report was generated
- the name of the report, if applicable
The 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 Web format allows you to see the results of the report at different organisational levels: site level, group level, user level and as an itemised list.
Site level
At site level, the report will show call summary information for each site, as shown below:
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Group level
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User level
When drilling down into a group, a new report is produced, showing the same summary information for each individual user within that group, as shown below:
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At all organisational levels, the body of the report consists of a table containing call summary information about each entity. The column headers of this table are described below:
| Header | Description |
|---|---|
| Name | The name of the entity for each line of data |
| Missed |
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| Answered |
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| Outbound |
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In addition to summary information, totals and averages for each call type are shown in the footer of each column. |
Itemised list
By clicking on the hyperlink of a particular user, a new report is produced that shows - in chronological order - an itemised list of calls made or received by that user, as shown below:
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The headers of the itemised call table are described below:
| Header | Description |
|---|---|
| Date & Time | The date and time the call started |
| Source | The place from where the call originated |
| CLI | The telephone number of the remote caller for inbound calls |
| Route | The information displayed in this field is determined by the type of call:
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| Destination | The information displayed in this field is determined by the type of call:
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| Response | The length of time it took for the call to be answered (i.e. the response time) |
| Duration | The duration of the call (in hours, minutes and seconds) |
| Cost | The cost of the call |
To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:
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<h2>Introduction</h2> <p>A simple, quick, easy-to-use, fully-clickable report which allows you to drill-down through your organisation. It starts with a summary of incoming, missed and outbound calls for the entity selected and allows you to keep drilling down until you reach individual user level.</p> <p>The example below shows the first web result for the entire organisation.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/enterprise_overview_1.png" alt="Enterprise overview" /> <p>By clicking on the sites at the left hand side, you can continue to drill-down to any level below as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/enterprise_overview_3.png" alt="Enterprise overview" /> <p>You can continue to drill-down in this manner until you reach extension level:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/enterprise_overview_4.png" alt="Enterprise overview" /> <p>To see the actual calls for any individual person, simply click on the name or extension number shown. This will show the actual calls as you can see below. Note that the associated recording will only be available when the TIM Talk option is added.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/enterprise_overview_5.png" alt="Enterprise overview" /> <h2>Running the report</h2> <p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Enterprise overview</span> in the reports type list, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/enterprise_overview_2.png" alt="Enterprise overview" /> <p>You can tailor the report to your specific requirements by selecting the entity you'd like to apply the report to as well as the output format required. You can also limit the results by adding filters and options as detailed below: </p> <h4>Entity</h4> <p>The <span class="reference">Entity</span> allows you to choose which area of the directory you would like to report on. If you want to run a report for your entire organisation, you do not need to choose an entity.</p> <p>If you want to select a specific area for reporting, click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/add_button.png" alt="Add Entity button" /> button to get a pop-up window showing the areas of the directory you can report on.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/reports_3.png" alt="Add Entity" /> <p>To drill up and down simply click on the hyperlinks provided, shown in the screenshot below as Aberdeen, Birmingham, Brighton, Cardiff etc.</p> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_1.png" alt="Entity panel" /> <p>Once you have reached the area you would like to report on, click on the green <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/tick_button.png" alt="Add Entity button" /> as highlighted in red below.</p> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_2.png" alt="Entity panel" /> <p>Alternatively if you are looking for a specific area e.g. person, department, site, name etc, you can just enter the name and press the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/search_button.png" alt="Search" /> button as shown in the example below:</p> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_3.png" alt="Entity panel" /> <h5>Selected Entity</h5> <p>Once your entity you would like to report on had been selected, it will appear, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/selected_entity.png" alt="Selected entity" /> <h5>Delete an Entity</h5> <p>In order to delete an entity, just select it with your mouse and click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/red_delete_button.png"> button above it, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/delete_entity.png" alt="Delete entity" /> |
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