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The Target Response report enables you to assess how well calls to your company are answered, compared to user-defined targets. The report provides a visual representation as well as a line-by-line summary of the proportion of calls answered inside and outside your set targets.
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Running the report
Access the Reports screen, select the Target response from the list and click on the Run now button.
A new window will open, allowing you to configure the parameters of your report:
Select a report period
For each report, you must specify a time span that covers the calls you want the report to include.
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There are several preset reporting periods available for selection, based on the standard Gregorian calendar. The following table describes how the start and end times are defined for each preset period:
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| Today | The start and end dates are set to the current date. The start time is set to 00:00:00 and the end time to 23:59:59. |
| Yesterday | The start and end dates are set to the current date minus one day. The start time is set to 00:00:00 and the end time to 23:59:59. |
| This week | The start date is set to the first day (normally Monday) of the current week. The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time. |
| Last week | The start date is set to the date of the last Monday, and the end date is set to the start date plus seven days. The start time is set to 00:00:00 and the end time to 23:59:59. |
| This month | The start date is set to the first day of the current month. The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time. |
| Last month | The start date for this period is set in three stages: The day is set to the first day of the month. The month is set to the previous month. The year is set to the current year, unless it is currently January, in which case, the previous year is used. The start and end times are set to 00:00:00 and 23:59:59 respectively. |
| This year | The start date is set to the first day of the first month of the current year, whilst the end date is set to today's date. The start and end times are set to 00:00:00 and 23:59:59 respectively. |
| All calls | The start and end dates and times are set to the dates and times of the first and last call in the entire call database, respectively. |
In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the drop-down list and specifying your own Start and End dates, as shown below:
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Choose a site
If your system is set up to log multiple sites, you can select a particular site from the drop-down list. To report on all sites, select the blank line.
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Choose a specific trunk group
To run the report on a specific trunk group, select it from the drop-down list. To report on all trunks, select the blank line.
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Select a particular trunk
To report on a particular trunk, enter the trunk number in the box provided.
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Choose a particular extension
You can choose to report on a single extension or a range of extensions, by entering the details in the box provided, as shown below:
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Select calls to specific presented numbers
If you want to report only on calls to a specific number or range of numbers, enter the number(s) in the field provided, as shown below:
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Transferred calls
If you want to report only on direct calls and exclude those transferred from another party, tick the Exclude box, as shown below:
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