<h2>Introduction</h2>
<p>Breaks down your working day into half-hour segments and details important
information about your incoming calls. See how many answered and
abandoned calls you take, how long it takes you to answer them, 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.</p>
<h2>Running the report</h2>
<p>On the Reports screen, either double-click on the Full Call Analysis Report in the reports list or highlight the Full Call Analysis report and press Run now.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plusprofessional/daily_activityfull_call_analysis_1.png" alt="DailyFull activitycall analysis" />
<p>The Dailyfollowing activity report providesselection acriteria summary showing the total volume of
all inbound, outbound and lost calls for each day. This report is
ideal when trying to identity call trends, busy days and even for
allocating staff resources.</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>Day</b></td>
<td class="confluenceTd">This column shows the date referred to in the summary of calls alongside.
</td>
</tr>
<tr>
<td class="confluenceTd"><b class="green">Inbound</b></td>
<td class="confluenceTd">The answered calls columm is always displayed in 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="iconwindow appears:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/full_call_analysis_2.png" alt="Full call analysis" />
<h4>Select a report period</h4>
<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/full_call_analysis_3.png" alt="Full call analysis" />
<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>To select a period 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_professional/full_call_analysis_4.png" alt="Full call analysis" />
<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_professional/full_call_analysis_5.png" alt="Full call analysis" />
<h4>Choose a specific trunk group (optional)</h4>
<p>You have the option of selecting a trunk group to concentrate on. Do this by selecting it from the drop-down list supplied:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/full_call_analysis_6.png" alt="Full call analysis" />
<h4>Select a particular trunk (optional)</h4>
<p>Choose to report on a particular trunk by typing its number in the box provided, or leave blank to report on all trunks.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/full_call_analysis_7.png" alt="Full call analysis" />
<h4>Choose an extension group</h4>
<p>You may want to concentrate on a specific group of extensions; in this
case, select the group of interest from the drop-down list, or leave
blank so as not to specify a particular extension group.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/full_call_analysis_8.png" alt="Full call analysis" />
<h4>Choose a particular extension</h4>
<p>To find out the top 50 calls made by one extension in particular, type that extension's number in the box provided.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigmaprofessional/full_call_analysis_9.png" alt="SquiggleFull call analysis" />:</b> The total volume of calls received on the date shown.
</li>
<li><b>Total duration:</b> This column would show the total length of time spent 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 alongside.
</li>
<li><b>Average response:</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
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>
<h4>Select calls to specific presented numbers</h4>
<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/full_call_analysis_10.png" alt="Full call analysis" />
<h4>Transferred calls</h4>
<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/full_call_analysis_11.png" alt="Full call analysis" />
<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/full_call_analysis_10.png" alt="Full call analysis" />
<h2>The results</h2>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/full_call_analysis_11.png" alt="Full call analysis" />
<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 detailed table showing a breakdown of each half-hour timeslot in the day.</p>
<table class="confluenceTable">
<tbody>
<tr>
<td class="confluenceTd table_super_header" colspan="2"><b>Answered Calls</b></td>
</tr>
<tr>
<th class="confluenceTh">Column header</th>
<th class="confluenceTh">Description</th>
</tr>
<tr>
<td class="confluenceTd"><b>Time slot</b></td>
<td class="confluenceTd">Shows the time slot that the data refers to.</td>
</tr>
<tr>
<td class="confluenceTd"><b class="red">Missed<><b>Number of calls</b></td>
<td class="confluenceTd">The>Shows missedthe callsnumber columnof isanswered alwayscall displayedin as red. It allows you to re-order your details based on the total number of missed calls for the date shown alongside.
the half-hour period.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Ring time - Max</b></td>
<td class="confluenceTd">The maximum time a call rang for (in seconds) before being answered.</td>
</tr>
<tr>
<td class="confluenceTd"><b class="blue">Outbound<><b>Ring time - Ave</b></td>
<td class="confluenceTd">The outboundaverage callstime columna iscall alwaysrang displayedfor (in blue. You can re-arrange based on any seconds) before being answered.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Call duration - Max</b></td>
<td class="confluenceTd">The duration of the followinglongest selectionincoming, answered call (in hours, mins, secs).</td>
</tr>
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" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png" alt="Squiggle" />:</b> The total volume of outbound calls on the date shown.
</li>
<li><b>Total duration:</b> This column would show the total length of time spent on outbound 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 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 currency.
</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" /><tr>
<td class="confluenceTd"><b>Call duration - Ave</b></td>
<td class="confluenceTd">The average length of an incoming, answered call (in hours, mins, secs).</td>
</tr>
<tr>
<td class="confluenceTd table_super_header" colspan="2"><b>Abandoned Calls</b></td>
</tr>
<tr>
<th class="confluenceTh">Column header</th>
<th class="confluenceTh">Description</th>
</tr>
<tr>
<td class="confluenceTd"><b>Number of calls</b></td>
<td class="confluenceTd">Shows the number of unanswered calls.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Wait time - Max</b></td>
<td class="confluenceTd">The longest time a caller waited before abandoning the call (in seconds).</td>
</tr>
<tr>
<td class="confluenceTd"><b>Wait time - Ave</b></td>
<td class="confluenceTd">How long the average caller waited before abandoning the call (in seconds).</td>
</tr>
<tr>
<td class="confluenceTd table_super_header" colspan="2"><b>Outbound Calls</b></td>
</tr>
<tr>
<th class="confluenceTh">Column header</th>
<th class="confluenceTh">Description</th>
</tr>
<tr>
<td class="confluenceTd"><b>Number of calls</b></td>
<td class="confluenceTd">Shows the number of answered call in the half-hour period.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Call duration - Max</b></td>
<td class="confluenceTd">The duration of the longest incoming, answered call (in hours, mins, secs).</td>
</tr>
<tr>
<td class="confluenceTd"><b>Call duration - Ave</b></td>
<td class="confluenceTd">The average length of an incoming, outbound calls (in hours, mins, secs).</td>
</tr>
<tr>
<td class="confluenceTd"><b>Call duration - Total</b></td>
<td class="confluenceTd">The total duration of time spent on outbound calls in this half hour period.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Average Cost</b></td>
<td class="confluenceTd">The average cost of an outbound call for this half-hour period.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Total Cost</b></td>
<td class="confluenceTd">The average cost of outbound calls for this half-hour period.</td>
</tr>
</tbody>
</table> |