Target Response

<h2>Introduction</h2>

<p>This report allows you to quickly assess how well a group of extensions
(or your whole organisation) is answered incoming calls within a
pre-determined target.  It provides a line by line summary of each
day (including or excluding weekends) along with a visual indicator
showing what percentage of incoming calls were answered within your
desired target.  The default target answer time is 10 seconds, and
this can be changed to suit your requirements.</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">Target Response</span> report in the reports list or select the <span class="reference">Target Response</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/target_response_1.png" alt="Target Response" />

<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/target_response_2.png" alt="Target Response" />

<h4>Select a report period</h4>

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

<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="Target Response" />

<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="Target Response" />

<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 an extension group</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/choose_extension_group.png" alt="Target Response" />

<p>You can gauge a particular extension group's performance by selecting
it here, otherwise leave the box blank to include information from
across your entire organisation.</p> 

<h4>Specify an extension (or range)</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/specify_extension.png" alt="Target Response" />

<p>You can choose to report on a single extension or a range of extensions
by selecting as shown below, otherwise leave the box blank to include
information from across your entire organisation.</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="Target Response" />

<p>You can choose to report only on calls to specific a presented number or range of numbers by entering the number(s), as shown above.</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>Enter target threshold</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/threshold.png" alt="Target Response" />

<p>When calculating how well your calls are answered, the report takes into
account your desired response time target.  This is the time over
which calls will be considered 'out of target'.  For example, if
you expect your operators to answer calls within 10 seconds, enter 10
in the box.  The report will then show how operators are meeting this
target.</p>

<h4>Weekend calls</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/weekends.png" alt="Target Response" />

<p>Calls made at weekends may distort your result, and you are therefore given the opportunity here to neglect to take them into account.  Tick the box to exclude calls received at weekends - Saturdays and Sundays will then be excluded from the report's results.</p>

<h4>Transferred calls</h4>

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

<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 selected your desired billing options, chosen a billing period, and are happy with your
selections, simply 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/target_response_3.png" alt="Target Response" />

<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 table showing a summary of the
handling of your incoming calls on each day during the period you
selected.  Each line (or day) shows the following information:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Day</b></td>
			<td class="confluenceTd">The date and day of week.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Answered</b></td>
			<td class="confluenceTd">The number of answered calls taken that day.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>% in</b></td>
			<td class="confluenceTd">This shows the % of calls that were answered within target.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Target</b></td>
			<td class="confluenceTd">Displays the actual percentages and a graphical summary showing what proportion of your answered calls were picked up within the target you set.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>% out</b></td>
			<td class="confluenceTd">This show the % of calls outside the target provided.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Lost</b></td>
			<td class="confluenceTd">How many calls were lost that day.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Total Calls</b></td>
			<td class="confluenceTd">The total number of incoming calls taken that day (answered and lost), plus any other incoming-type calls you may have set up on your system.</td>
		</tr>
	</tbody>
</table>