<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>Clicking on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_professional/reports_button.png" /> function button switches to the <span class="reference">Reports Screen</span>.</p>
<p>From this screen, either double-click on the <span class="reference">Target Response</span> report in the reports list or select the <span class="reference">Target Response</span> report and press the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_professional/run_now_button.png" /> button, as shown below:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_professional/target_response_1.png" alt="Target response" />
<p>The following report selection criteria window appears:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_professional/target_response_2.png" alt="Target response" />
<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.</p>
<p>The default is set to <span class="keyword">Last Month</span> (the period from the first day to the last day of the previous calendar month, and NOT the last 30 days).</p>
<h4>Or enter your own custom period</h4>
<p>To<p>If selectyou awant periodto ofspecify youra own,period choosenot
ashown customin period from the list, thenjust enter your startStart and endEnd
dates and times inmanually into the boxes provided.</p>
<h4>Choose a site</h4>
<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>
<h4>Choose an extension group</h4>
<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>
<h4>Specify an extension (or range)</h4>
<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>
<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.</p>
<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>
<h4>Enter target threshold</h4>
<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>
<h4>Weekend calls</h4>
<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>
<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>
<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 <span class="button">Run Now</span> button.</p>
<h2>The results</h2>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_professional/target_response_3.png" alt="Target response" />
<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">Column header</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>
<tr>
<td class="confluenceTd"><b>Lost</b></td>
<td class="confluenceTd">How many calls were lost that day.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Total Calls</b></td>
<td class="confluenceTd">The total number of incoming calls taken that day (answered and lost), plus any other incoming-type calls you may have set up on your system.</td>
</tr>
</tbody>
</table> |