Introduction
The Missed Calls report analyses your missed calls in order to highlight which callers have and haven't been responded to. Each missed call is given a priority rating depending on how many times and how often the caller attempted to make contact. The time window in which a call must be responded to, if it is to be considered handled, is user-definable.
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Running the report
Click on the Reports tab and select Account summary 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
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.
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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 report consists of two sections: Missed calls and Handled calls.
Missed calls
The Missed calls tab displays a table containing the calls that were missed and not responded to. Each column header of the table is described below:
| Header | Description |
|---|---|
| First attempt | The date and time of the first missed call. |
| CLI | The telephone number of the remote caller. |
| Contact | The person who missed the call. If several people were called, the field will display the caption, Various . |
| Avg ring time | The average length of time a missed call rang before being abandoned. |
| Attempts | The number of times the caller attempted to reach the specified contact without success. |
| Priority | The priority is calculated by dividing the difference in time between the first and last call attempt by the total number of call attempts. |
Handled calls
The Handled calls tab displays a table containing the calls that were initially missed but eventually responded to. Each column header of the table is described below:
| Header | Description |
|---|---|
| Handled | The date and time the call was handled. |
| CLI | The telephone number of the remote caller. |
| Contact | The person who eventually handled the call. |
| Duration | The duration of the handled call. |
| Attempts | The number of call attempts made before the call was eventually handled. |
| Priority | The priority is calculated by dividing the difference in time between the first and last call attempt by the total number of call attempts. |
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Clicking on an individual call will show an itemised list of all call attempts made by that same caller; clicking on the Expand all link at the top-right corner of the screen will show this itemised list for all missed calls on the page. |
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>Analyse your missed calls in more detail to see which callers have and haven't been responded to. Results are arranged into two sections, <span class="reference">Missed</span> and <span class="reference">Handled</span>, showing calls that were never responded to, and those that were.</p> <p>Each missed call is also given a priority depending on how many times and how often a caller attempted to make contact.</p> <p>The call back period i.e. the window in which a call must be responded to in order to be considered handled, is user-definable.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/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 type list, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/missed_calls_2.png" alt="Missed calls" /> <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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