<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>On the Reports screen, either double-click on the Target Response Report in the reports list or select the Target Response report and press Run now as shown below:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plusprofessional/target_response1.png" alt="Target response" />
<p>This<p>The following report allowsselection 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 targetscriteria window appears:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/target_response2.png" alt="Target response" />
<h2>Select a report period</h2>
<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 below:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/target_response3.png" alt="Target response" />
<p>The default is set to Last Month (the period from the first day to the last day of the previous calendar month, and NOT the last 30 days).</p>
<p>The<p>To reportselect provides a line-by-line summary and allows you to drill right down to user level, as shown belowperiod of your own, choose Custom Period from the list, then enter your start and end dates and times in the boxes provided:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plusprofessional/target_response2response4.png" alt="Target response" />
<h2>Understanding<h2>Choose the Results<a site to report on</h2>
<p>When selecting <span class="reference">Web</span> as the output format, this report will appear as above<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>
<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<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/target_response5.png" alt="Target response" />
<h2>Select an extension group</h2>
<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>
<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 class="green">Answered</b></td>
<td class="confluenceTd">The answered calls columms are 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 class="table">
<li><b><img class="icon<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/target_response6.png" alt="Target response" />
<h2>Specify an extension or range</h2>
<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>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/target_response7.png" alt="Target response" />
<h2>Select calls to specific presented numbers</h2>
<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 below:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/target_response8.png" alt="Target response" />
<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>
<h2>Enter target threshold</h2>
<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>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plusprofessional/sigmatarget_response9.png" alt="SquiggleTarget response" />:</b> The total volume of calls received for the entity shown.
</li>
<li><b>Average response:</b> The average length of time it took to answer calls for this entity.
</li>
<li><b>Response thresholds:</b> 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.
<br>You can define your own thresholds and it will show the percentage of calls answered within these thresholds.
</li>
</ul>
</td>
</tr>
<tr>
<td class="confluenceTd"><b class="red">Missed</b></td>
<td class="confluenceTd">The missed calls columns are always displayed in shaeds 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 class="table">
<li><b><img class="icon"
<h2>Weekend data</h2>
<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>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/target_response10.png" alt="Target response" />
<h2>Transferred calls</h2>
<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>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/target_response11.png" alt="Target response" />
<h2>Creating the Report</h2>
<p>When you have chosen a reporting period, and are happy with your selections, click on the Run Now button.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/target_response12.png" alt="Target response" />
<h2>The Results</h2>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plusprofessional/sigmatarget_response13.png" alt="SquiggleTarget response" />:</b> The total volume of calls lost for the entity shown.
</li>
<li><b>Average duration:</b> The average length of time the caller rang for before being abandoned.
</li>
<li><b>Duration thresholds:</b> This can be for example 0-5 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>
<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" width=110>Heading</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>
</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 class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_plus/breadcrumb.png" alt="Breadcrumbs" /> |