<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<p>Click on the Reports screen<img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_professional/reports_button.png" /> function button, on the top right-hand side of the main application window to access the <span class="reference">Reports</span> screen.</p>
<p>From this screen, either double-click on the <span class="reference">Full Call Analysis</span> report in the reports list or highlight the <span class="reference">Full Call Analysis</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/full_call_analysis_1.png" alt="Full Call Analysis" />
<p>The following report selection criteria window appears:</p>
<img class="screenshot naked" 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.</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>If you want to specify a period not
shown in the list, just enter your start and end
dates and times manually into the boxes provided.</p>
<h4>Choose a site</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>
<h4>Choose a specific trunk group</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>
<h4>Select a particular trunk</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>
<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>
<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>
<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>
<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 chosen a reporting period, and are happy with your selections, 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/full_call_analysis_3.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>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>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>Ring time - Ave</b></td>
<td class="confluenceTd">The average time a call rang for (in seconds) before being answered.</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, 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> |