Target response

<h2>Introduction</h2>

<img id="border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/target_response1.png" alt="Target response" />

<p>This report allows you to quickly assess how well your incoming calls
 are answered. You have the facility to enter your own target thresholds
 and can drill-down throughout your organisation to see what percentage 
of calls were within the desired targets.</p>

<p>The report provides a line-by-line summary and allows you to drill right down to user level, as shown below:</p>

<img id="border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/target_response2.png" alt="Target response" />

<h2>Understanding the Results</h2>

<p>When selecting <span class="reference">Web</span> as the output format, this report will appear as above.</p>

<p>The Web format allows for complete flexibility when viewing any report. To view details of any filters or selection parameters used in creating this report, simply click on <span class="link">About this report</span> at the top right of the page.</p> 

<p>All headers are clickable allowing you re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked. The headers of this report are as follows:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=110>Header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Name</b></td>
			<td class="confluenceTd">This column tells you which entity the data displayed refers to, e.g site, department user etc.</td>
		<tr>
			<td class="confluenceTd"><b id="green">Answered</b></td>
			<td class="confluenceTd">The answered calls colummcolumms isare always displayed in shades of green. You can re-arrange based on any 
				of the following selection criteria. You can click on each header to re-order from ascending to descending and vise versa.
				<ul id="table">
					<li><b><img id="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/sigma.png" alt="Squiggle" />:</b> The total volume of calls received onfor the dateentity shown.

					</li>
					<li><b>Total<li><b>Average durationresponse:</b> ThisThe column would show the total average length of time spentit on incoming calls on this day. Just click on the header to re-order the column.
					</li>
					<li><b>Average duration:</b> The average call duration of inbound calls on the date shown alongsidetook to answer calls for this entity.
					</li>
					<li><b>Average<li><b>Response responsethresholds:</b> ..............................................................
					</li>
					<li><b>Duration Avg:</b> This column shows how long the average caller waited before abandoning the call (in hours, minutes, seconds).<br> Select this option if you want to sort your missed call in order of 
This can be for example 0-5 sec, 6-10 sec, 11-15 sec, >15 sec and it represents the range of time it took to answer calls for this entity.
						the<br>You averagecan numberdefine ofyour missedown callsthresholds inand anyit half-ourwill time slot. By clicking again show the report will alternate between decending and ascending order for average number of missed calls. How long the average 
						caller waited before abandoning the call (in seconds)percentage of calls answered within these thresholds.
					</li>
				</ul>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b id="red">Missed</b></td>
			<td class="confluenceTd">The outboundmissed calls columncolumns isare always displayed in blueshaeds of red. You can re-arrange based on any of the following selection 
				criteria. You can click on each header to re-order from ascending to descending and vise versa.
				<ul id="table">
					<li><b><img id="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/sigma.png" alt="Squiggle" />:</b> The total volume of outbound calls onlost for the dateentity shown.

					</li>
					<li><b>Total<li><b>Average duration:</b> ThisThe column would show the total average length of time spentthe oncaller outboundrang callsfor onbefore thisbeing dayabandoned.
Just click on the header to re-order the column.
					</li>
					<li><b>Average<li><b>Duration durationthresholds:</b> TheThis averagecan callbe durationfor ofexample outbound calls on the date shown alongside.
					</li>
					<li><b>Cost</b> This is the total cost of calls made on this day. Please note that on multi-national sites the cost would normally be set to appear in local currency0-5 sec, 6-10 sec, 11-15 sec, >15 sec and it represents the range of time the caller rang for before being abandoned.
						<br>You can define your own thresholds and it will show the percentage of calls lost within these thresholds.
					</li>
				</ul>
			</td>
		</tr>
	</tbody>
</table>

<p>If you would like to go back and view any report for a larger section of the organisation, simply click on the appropriate link in the breadcrumb as shown below:</p>

<img src="http://www.tri-line.com/common/img/documentation/tim_enterprise/breadcrumb.png" alt="Breadcrumbs" />