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Introduction

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 as well as a visual representation of the proportion of calls answered inside and outside your set targets.

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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 Run now 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 body of the report consists of a table showing a summary of call information for the period you selected, grouped by entity. Each column header of the table is described below:

HeaderDescription
NameThe name of the entity for each line of data
Answered
  • SquiggleImage Added: The total volume of calls received for each entity
  • Avg resp: The average response time of all answered calls in each period
  • x-xx s: The percentage of calls that were answered within each predefined target, e.g. if 50% is displayed under the 0-5s heading, half of all calls were answered sooner than 5 seconds
    You can define your own thresholds in the Options section of the report wizard (above)
Missed
  • SquiggleImage Added: The total number of missed calls for each entity
  • Avg durn: The average length of time a missed call rang before being abandoned
  • x-xx s: The percentage of calls that were abandoned within each predefined target, e.g. if 50% is displayed under the 0-5s heading, half of all calls were abandoned sooner than 5 seconds
    You can define your own thresholds in the Optionssection of the report wizard (above)

Each entity is shown as a hyperlink which, if clicked on, re-runs the report to include only call information pertaining to that entity, allowing you to inspect the performance of specific teams and individual users.

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To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:

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HTML
<h2>Introduction</h2>

<p>This report allows you to quickly assess how well your incoming calls
 are answered. The report is very flexible allowing you to enter your own target thresholds. One or more threshols can be entered. You also get the ability drill-down throughout your organisation to see what percentage of calls were within the desired targets, for the different sites, groups, teams, departments and users.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/target_response_1.png" alt="Target response" />

<p>The report provides a line-by-line summary and allows you to drill right down to user level, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/target_response_3.png" alt="Target response" />

<h2>Running the report</h2>

<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Target response</span> in the reports type list, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/target_response_2.png" alt="Target response" />

<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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