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 Missed calls 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 Enterprise, 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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