Organisation drill-down

HTML

<h2>Introduction</h2>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_analysis.png" alt="Call analysis" />

<p>The Call analysis report breaks down your working day into half-hour 
segments and details important information about your calls. You get a 
clear graphical image showing how many calls are abandoned calls and 
answered and how many outgoing calls are made.</p>

<p>This is broken down into half hour timeslots, showing how long it 
takes you to answer or how long people are waiting before they give up 
and abandon the call. These figures are shown as maximum and averages 
so you can more effectively plan your staffing requirements throughout 
each working day. You can add numerous filters which are described here 
in detail, if you want to be even more specific in the information 
displayed.</p>

<p>You can also optimise to exclude weekends from this report, when perhaps 
not many calls are being made or received, and so as not to distort the 
averages. You can also concentrate on incoming or outgoing calls or 
look at all calls.</p>

<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>Time slot</b></td>
			<td class="confluenceTd">To sort by time slot, simply click on the <span class="reference">Time slot</span> header to sort in alternative ascending order.

			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="red">Missed</b></td>
			<td class="confluenceTd">The missed calls column is always displayed as red. It allows you to re-order your call analysis detail based on whichever of the following criteria is most important: 
				<ul class="table">
					<li><b><img class="icon" <p>A simple, quick, easy-to-use, fully-clickable report which begins with
a complete summary of all extension groups' activity (outgoing and
incoming calls) and each group's total call costs.  Click on the
group you're interested in, and the report zooms in to show the same
summary information for each individual extension in that group. 
Zoom in further by clicking on a particular extension, and the report
will show you a detailed log of all activity on that extension.  An
added bonus of this report is its ability to identify calls on
extensions that you mightn't have thought even existed! These are
shown separately at the foot of the extension groups, and can
sometimes create a few surprises!</p>

<h2>Running the report</h2>

<p>On the Reports screen, either double-click on the Organisation Drill-Down report in the report list or select and press Run now as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/organisation_drill_down_1.png" alt="Organisation drill-down" />

<p>The following screen will be displayed:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigmaprofessional/organisation_drill_down_2.png" alt="SquiggleOrganisation drill-down" />:</b>
This
shows<p>In theorder totalto numberrun ofa missedreport callsyou inneed theto correspondingtell half-hourTIM 
						timeslot. e.g. Select this option if what you want to re-order the Call analysis report to display the half hour slot with the most missed calls. Click again to display the half hour slot with the least 
						missed calls.
					</li>

					<li><b>Max:</b> This shows the maximum length of time a caller waited before hanging up (in seconds). Select this option if you want to sort your missed call in order of the maximum amount 
						of missed calls in any half-our time slot. <br>By clicking again the report will alternate between the time slot with the most missed calls and the time slot with the least missed calls.
					</li>

					<li><b>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 the average number of missed calls in any half-our time slot. By clicking again 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).
					</li>
				</ul>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="green">Answered</b></td>
			<td class="confluenceTd">The answered calls columm is always displayed in green. It allows you to re-order the Call analysis report based on incoming call information. You can re-arrange based on any 
				of the following selection criteria:
				<ul class="table">
					<li><b><img class="iconreport
on, and over what period, by selecting the criteria in the box as
shown above.  Sections with red headings are mandatory, blue headed
sections are optional.</p>

<h4>Billing period</h4>

<p>Select a time period over which calls
made will be included in the bill, from the drop-down list as shown
below.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/organisation_drill_down_3.png" alt="Organisation drill-down" />

<p>The default period is Last
Month.  This means the last calendar month - NOT
the last 30 or 31 days.</p>

<p>If you want to specify a period not
shown in the list, select Custom
Period from the list and then enter your Start and End
dates and times manually into the boxes provided, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/organisation_drill_down_4.png" alt="Organisation drill-down" />

<h4>Choose a site to report on</h4>

<p>If your system is set-up to administer
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>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigmaprofessional/organisation_drill_down_5.png" alt="SquiggleOrganisation drill-down" />:</b> Select this option if you would like to re-order your Call analysis report to sort 
						by half hour slot with the most answered calls. Click again to re-order to start with the half hour with the least answered calls. Answered calls can also be re-ordered by time taken to answer 
						(ring time) and duration of call.
					</li>
					<li><b>Ring time Max:</b> This column shows the maximum time a caller had to wait before being answered (in seconds). Select this option under the Ring time (secs) header if you want to re-order to 
						show the half hour slot with the longest ring time. <br>Click again to show the half hour slot with the shortest ring time for answered calls. By clicking again, the report will alternate between the 
						time slot with the longest and shortest ring time.
					</li>
					<li><b>Ring time Avg:</b> This shows this average time a caller had to wait before being answered (in seconds). Select this option under the Ring time (secs) header if you want to show the half hour slot 
						in descending order of average ring time. Click again to in ascending order. By clicking again the report wil alternate between the time slot with the longest and shortest average ring time.
					</li>
					<li><b>Duration Max:</b> This shows the maximum length of time a caller waited before hanging up (in seconds).<br> Select this option if you want to sort your missed call in order of the maximum amount of 
						missed calls in any half-our time slot. By clicking again the report will alternate between the time slot with the most missed calls and the time slot with the least missed calls.
					</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 
						the average number of missed calls in any half-our time slot. By clicking again 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).
					</li>
				</ul>
			</

Note
NOTE: When using TIM Professional on more than one site, you will need to get a site license for each site logged. If you are logging more than one site, you may want to consider TIM Plus or TIM Enterprise, which, although more advanced, often work out more cost effective in a multi-site scenario.

HTML

<h4>Who do you want to bill?</h4>

<p>You can bill people in three ways:-</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=150>Billing way</th>
			<th class="confluenceTh" width=730>Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Extension Group</b></td>
			<td class="confluenceTd">Select the group of extensions you would like your bill to cover.  A
			list of groups is automatically constructed from your extensions
			set-up.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Extension</b></td>
			<td class="confluenceTd">Enter a single extension number of the
			person you would like to bill.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Account</b></td>
			<td class="confluenceTd">If you want to produce a bill consisting of all chargeable calls made
			using a particular account code, enter the account code in the box.</td>
		</tr>
	</tbody>
</table>

<h4>Adjust how the bill is calculated</h4>

<p>You have two options available:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=150>Bill calculation</th>
			<th class="confluenceTh" width=730>Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Mark up on each call</b></td>
			<td class="confluenceTd">You can add a percentage mark-up to each call. To do this, enter the
			percentage you would like to mark the call up by here.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="blue">Outbound<><b>Surcharge per call</b></td>
			<td class="confluenceTd">The>You outboundmay callswant columnto ishave alwaysa displayedsurcharge inon blueeach call. ItA shows the total numbersurcharge is a fixed
			amount that is added to the original cost of calls for each half hour, the maximum, average and total duration for calls in that half hour and average 
				and total cost of calls made in that half hour. It also allows you to re-order the Call analysis report based on this outbound call information. You can re-arrange based on any of the following selection 
				criteria:
				<ul class="table">
					<li><b><img class="icon" the call.</td>
		</tr>
	</tbody>
</table>

Note
NOTE: Both a surcharge and a mark-up can be applied together. In this case, the surcharge is added after the mark-up is calculated, on order that the surcharge isn't marked up too.

HTML

<h4>Billing options</h4>

<h6>Include operator-assisted calls</h6>

<p>By default, the bill includes all calls
made from an extension regardless of whether or not the call was
originally dialled by that extension, or by an operator on behalf of
that extension.  To exclude operator-assisted (or transferred
outgoing) calls, deselect the check box provided.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigmaprofessional/organisation_drill_down_6.png" alt="SquiggleOrganisation drill-down" />:</b>
Select
this<h6>Include optionclient's ifown youLCR wouldaccesses</h6>
like
to<p>Used re-orderin yourthe Callbilling analysisplatform 
						report version to
sortindicate bythat halfyou hourwould slotstill withlike theto mostbill outboundfor calls. Clickthat againdidn't touse
re-order to start with the half hour with the least outbound calls. Outbound calls can also be re-ordered by time taken to 
						answer (ring time) and duration of call.
					</li>
					<li><b>Duration Max:</b> Select this option under the outbound Duration header if you want to show the half hour slot with the longest outbound call. Click again to show the half hour slot with the 
						shortest outbound call. By clicking again the report will alternate between the time slot with the longest and shortest outbound call.
					</li>
					<li><b>Duration Avg:</b> Select this option under the outbound Duration header if you want to show the half hour slot in descending order of average call duration. Click again to see in 
						ascending order. By clicking again the report will alternate between the time slot with the longest and shortest average outbound call duration.
					</li>
					<li><b>Duration Total:</b> Select this option under the outbound Duration header if you want to show the half hour slot in descending order of total call duration. Click again to see in ascending 
						order. By clicking again the report will alternate between the time slot with the longest and shortest total outbound call duration.
					</li>
					<li><b>Cost Avg:</b> Select the Max option under the Cost header if you want to show the half hour slot with the most expensive average outbound call costs. Click again to show the half hour slot with the 
						least expensive average outbound call costs. By clicking again the report willl alternate between the time slot with the most and least expensive call.
					</li>
					<li><b>Cost Total:</b> Select the average option under the Cost header if you want to show the half hour slot in descending order of total call costs. Click again to see in ascending order. By clicking again 
						the report wil alternate between the time slot with the most and least expensive call costs.
					</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 class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_plus/breadcrumb.png" alt="Breadcrumbs" />your network.</p>

<h4>How do you want the bill to look?</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/organisation_drill_down_7.png" alt="Organisation drill-down" />

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=150>Bill's look</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Detailed (itemised) bill</b></td>
			<td class="confluenceTd">This option will give you a complete itemised list of each call made
			by the billing entity you selected.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Summary (cost only) bill</b></td>
			<td class="confluenceTd">This option will give you a summary of each billing entity's calls
			rather than a completely itemised list.</td>
		</tr>
	</tbody>
</table>

<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 Run Now button.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/organisation_drill_down_8.png" alt="Organisation drill-down" />

<h2>The results</h2>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/organisation_drill_down_9.png" alt="Organisation drill-down" />

<p>The header and footer of the bill can
be completely customised, as described elsewhere in this manual.
Assuming the standard installation, your bill should show the billing
entity in the top-left corner, alongside your company logo in the
top-right.</p>

<p>The header will also show the billing
period including dates and times, followed again by the billing
entity.  If you allocated a friendly name to the report (during
scheduling), this report name will also feature in the header.</p>

<p>Following the header, the summary of
each billing entity is given, or in the case of an itemised bill,
each individual call made by the billing entity is shown, with the
date and time the call was started, the extension (and name)
responsible for the call, the destination and dialled number, the
duration of the call, and finally the cost including any surcharge
and mark-up.</p>

<p>If the billing entity includes more
than one extension, the bill is split up for each one enabling you to
see at-a-glance which extension made which calls.</p>

Organisation drill-down

Versions Compared

Old Version 3

New Version 4

Key