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Overview

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

Click on the Reports tab and select Target response 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(s) 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 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 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

  • Squiggle: 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

Missed

  • Squiggle: 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

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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