Incoming Call Analysis

<h2>Introduction</h2>

<p>Breaks down your working day into half-hour segments and details important
information about your Incoming Call Analysis.   See how many answered and
abandoned calls you take, how long it takes you to answer them, or
how long people are waiting before they give up and abandon the call.
 These figures are shown as maximum and averages so you can more
effectively plan your staffing requirements throughout each working
day.</p>

<h2>Running the report</h2>

<p>Click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_professional/reports_button.png" /> function button, on the top right-hand side of the main application window to access the <span class="reference">Reports</span> screen.</p>

<p>From this screen, either double-click on the <span class="reference">Incoming Calls</span> report in the reports list or highlight the <span class="reference">Incoming Calls</span> report and press the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_professional/run_now_button.png" /> button, as shown below:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_professional/incoming_call_analysis_1.png" alt="Incoming Call Analysis" />

<p>The following <span class="reference">Report Selection Criteria</span> window appears:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_professional/incoming_call_analysis_2.png" alt="Incoming Call Analysis" />

<h4>Select a report period</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/report_period.png" alt="Incoming Call Analysis" />

<p>You need to select a time period for which you want the report to produce information for.  You can select a pre-set period from the drop-down list, as shown above.</p>

<p>The default is set to  <span class="keyword">Last Month</span> (the period from the first day to the last day of the previous calendar month, and NOT the last 30 days).</p>

<h4>Or enter your own custom period</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/custom_period.png" alt="Incoming Call Analysis" />

<p>If you want to specify a period not shown in the list, go back to the <span class="reference">Select a report period</span> field and select <span class="keyword">Custom
Period</span> from the drop-down list and then enter your <span class="reference">Start</span> and <span class="reference">End</span> dates and times manually
into the boxes provided, as shown above.</p>

<h4>Choose a site</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/choose_site.png" alt="Incoming Call Analysis" />

<p>If your system is set-up for multiple sites, you have the option of
selecting a particular site here.  Select the blank line (or leave
the box empty) to report on all of your sites.</p>

<h4>Choose a specific trunk group</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/trunk_group.png" alt="Incoming Call Analysis" />

<p>You have the option of selecting a trunk group to concentrate on.  Do this by selecting it from the drop-down list supplied.</p>

<h4>Select a particular trunk</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/trunk.png" alt="Incoming Call Analysis" />

<p>Choose to report on a particular trunk by typing its number in the box provided, or leave blank to report on all trunks.</p>

<p>You may want to concentrate on a specific group of extensions; in this
case, select the group of interest from the drop-down list, or leave
blank so as not to specify a particular extension group.</p>

<h4>Choose a particular extension</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/choose_extension.png" alt="Incoming Call Analysis" />

<p>To find out the top 50 calls made by one extension in particular, type that extension's number in the box provided.</p>

<h4>Select calls to specific presented numbers</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/numbers.png" alt="Incoming Call Analysis" />

<p>You can choose to report only on calls to specific a presented number or range of numbers by entering the number(s).</p>

<p>This would allow you to monitor the response time on calls to specific groups, or see how successfully you answered calls to specific campaigns.</p>

<h4>Transferred calls</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/transferred.png" alt="Incoming Call Analysis" />

<p>Similarly, you can opt to exclude calls that were answered as a result of a transfer from one party to another.  This allows you to concentrate only on those extensions that take calls directly from outside your organisation, rather than those secondary extensions that receive the call after speaking with another party.</p>

<h2>Creating the Report</h2>

<p>When you have chosen a reporting period, and are happy with your selections, click on the <span class="button">Run Now</span> button.</p>

<h2>The results</h2>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_professional/incoming_call_analysis_3.png" alt="Incoming Call Analysis" />

<p>The report includes the usual headings, including the report's title, any Friendly Name you assigned to it, the period of the report, and any options you selected in the report's selection criteria window.</p>

<p>The body of the report consists of a detailed table showing a breakdown of each half-hour timeslot in the day.</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Time slot</b></td>
			<td class="confluenceTd">Shows the time slot that the data refers to.</td>
		</tr>
		<tr>
			<td class="confluenceTd table_super_header" colspan="2"><b>Answered Calls</b></td>
		</tr>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Number of calls</b></td>
			<td class="confluenceTd">Shows the number of answered call in the half-hour period.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Response time - Max</b></td>
			<td class="confluenceTd">The maximum time a caller had to wait before being answered (in seconds).</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Response time - Ave</b></td>
			<td class="confluenceTd">The average time a caller waited for an answer (in seconds).</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Call duration - Max</b></td>
			<td class="confluenceTd">The duration of the longest incoming, answered call (in hours, mins, secs).</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Call duration - Ave</b></td>
			<td class="confluenceTd">The average length of an incoming, answered call (in hours, mins, secs).</td>
		</tr>
		<tr>
			<td class="confluenceTd table_super_header" colspan="2"><b>Abandoned Calls</b></td>
		</tr>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Number of calls</b></td>
			<td class="confluenceTd">Shows the number of unanswered calls.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Wait time - Max</b></td>
			<td class="confluenceTd">The longest time a caller waited before abandoning the call (in seconds).</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Wait time - Ave</b></td>
			<td class="confluenceTd">How long the average caller waited before abandoning the call (in seconds).</td>
		</tr>
	</tbody>
</table>