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Running the report

Click on the Reports tab and select User activity 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

The results of the report show comprehensive call summary information - organised by call type - for the report entity you selected. 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.

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.

Results are shown for each organisational level: site, group and individual user, where a table is shown with the following headers:

HeaderDescription
NameThe name of the entity for each line of data

Inbound

  • Squiggle: The number of inbound answered calls, including transferred calls
  • Ext duration: The total duration of all inbound external calls (in hours, minutes and seconds)
  • Int duration: The total duration of all inbound internal calls (in hours, minutes and seconds)

Outbound

  • Squiggle: The number of outbound calls made
  • Ext duration: The total duration of all outbound external calls (in hours, minutes and seconds)
  • Int duration: The total duration of all outbound internal calls (in hours, minutes and seconds)

Totals

  • Squiggle: The total number of calls including all inbound and outbound, both internal and external
  • Duration: The total duration of time spent on all inbound and outbound calls
  • Cost: The total cost of all calls

Site level

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Group level

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Individual user level

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Itemised call list

When drilling down into an individual user, the report style changes to an itemised call list rather than a call summary table:

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The column headers of the itemised call list are as follows:

HeaderDescription
Date & TimeThe date and time the call started
SourceThe place from where the call originated
CLIThe telephone number of the remote caller for inbound calls

Route

The information displayed in this field is determined by the type of call:

  • for incoming calls, this shows the CLI of the caller
  • for incoming internal calls, this shows either the caller's username or extension number
  • for outgoing calls, this shows the dialled number

Destination

The information displayed in this field is determined by the type of call:

  • for incoming calls, this shows the name of the user whose extension answered the call, or the extension number if not available
  • for outgoing calls, this shows the geographical location that was dialled, or an alias if defined in your contacts list
  • for internal calls, this shows the extension that was dialled, enclosed in square brackets [ ]
ResponseThe length of time it took for the call to be answered (i.e. the response time)
DurationThe duration of the call (in hours, minutes and seconds)
CostThe cost of the call

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

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