...
| HTML |
|---|
<h5>Group</h5> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_2.png" alt="Enterprise overview" /> <p>There is no limit to the number of groups available on each site. Groups, like sites are available as a drop-down list. You can choose to select a specific group or leave at the default <span class="keyword">All groups</span>. Please note that the drop-down list for each group can only appear if a site has already been selected.</p> <h5>User</h5> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_3.png" alt="Enterprise overview" /> <p>Once a site and group has been selected, you can decide whether you would like to report on all users or select a particular user from the drop-down list as shown above.</p> <p>Once you have set the report's entities, click on the <span class="button">Next</span> button to set more of the report's features or select the <span class="button">Finish</span> button to run the report.</p> <h4>Filter call information</h4> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/filter_screen.png" alt="Enterprise overview" /> <p>You have the option of filtering the information, based on a number of call filters. These filters allow you to be very specific, when deciding the call information you would like in the final report.</p> <p>If you do not want to select any filters, simply press the <span class="button">Next</span> button to skip.</p> <p>Please find a brief description of all filters below:</p> <table class="confluenceTable"> <tbody> <tr> <th class="confluenceTh" width=122>Filter</th> <th class="confluenceTh">Description</th> <th class="confluenceTh">Example</th> </tr> <tr> <td class="confluenceTd"><b>Account code</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 this filed. To report on more than one account code, simply comma separate.</td> <td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/account_code_exmpl.png" alt="Enterprise overview" /></td> </tr> <tr> <td class="confluenceTd"><b>Call type</b></td> <td class="confluenceTd">This filter allows you to define the type of call you would like to report on. If you would like to report on all calls, leave at the default <span class="keyword">All calls</span>.</td> <td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_type_exmpl.png" alt="Enterprise overview" /></td> </tr> <tr> <td class="confluenceTd"><b>Carrier</b></td> <td class="confluenceTd">If you use more than one carrier, you can choose which carriers calls you would like to report on. <p>To report on all calls from all carriers, leave at default.</p> <p>If you only use one carrier, there will be no drop-down list available and no option to choose a different carrier.</p></td> <td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/carrier_exmpl.png" alt="Enterprise overview" /></td> </tr> <tr> <td class="confluenceTd"><b>CLI</b></td> <td class="confluenceTd">The Caller Line Identification (CLI) is the number associated with the incoming call. This is sometimes withheld by the person making the call. <p>You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI by entering the number in here. For example, for calls from Tri-Line you would enter in "02072652600". This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude calls from Tri-Line use "!020726526*".</p> <p>To report on more than one CLI, simply comma separate.</p></td> <td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cli_exmpl.png" alt="Enterprise overview" /></td> </tr> <tr> <td class="confluenceTd"><b>Cost</b></td> <td class="confluenceTd">If you want to add a filter for call costs, simply type in the cost you wish to define as shown nearby and add the appropriate above, below and between symbol . This filter accepts range (<span class="keyword">-</span>) and comparison operators (<span class="keyword">></span>, <span class="keyword"><</span>, <span class="keyword">!</span> and <span class="keyword">*</span>).</td> <td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cost_exmpl.png" alt="Enterprise overview" /></td> </tr> <tr> <td class="confluenceTd"><b>Destination</b></td> <td class="confluenceTd">If you want to filter calls to a specific destination and that destination has been added to your locations field, simply type the destination in here. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude all calls to France use "!France*"</td> <td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/destination_exmpl.png" alt="Enterprise overview" /></td> </tr> <tr> <td class="confluenceTd"><b>Dialled number</b></td> <td class="confluenceTd">To filter calls to a specific number, type the number in the dialled number field. To filter calls to a specific area, a partial number may be entered here e.g. "0033" for calls to France. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude calls to 0207 265, enter "!0207265*"</td> <td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/dialled_number_exmpl.png" alt="Enterprise overview" /></td> </tr> <tr> <td class="confluenceTd"><b>Duration</b></td> <td class="confluenceTd">To filter call above or below a particular duration, simply enter the number of seconds and the relevant symbol. This filter accepts range (<span class="keyword">-</span>) and comparison operators (<span class="keyword">></span>, <span class="keyword"><</span>, <span class="keyword">!</span> and <span class="keyword">*</span>). <p>In the example nearby, the filter will look for calls above 1800 seconds (30 minutes). Alternatively you may want to exclude calls below a certain threshold e.g. below 3 seconds.</p></td> <td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/duration_exmpl.png" alt="Enterprise overview" /></td> </tr> <tr> <td class="confluenceTd"><b>LCR code</b></td> <td class="confluenceTd">If you are using Least Cost Routing (LCR), you may want to filter by LCR code in order to check a bill from your LCR provider. To do this simply enter the LCR code in the LCR field. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude a specific LCR code, simply add as follows "!162*"</td> <td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/lcr_code_exmpl.png" alt="Enterprise overview" /></td> </tr> <tr> <td class="confluenceTd"><b>Response</b></td> <td class="confluenceTd">This filter allows you to filter based on the response times to calls. You have the option of filtering for calls above or below a threshold. You can define this threshold in the box alongside. <p>The figure relates to seconds. e.g. the example nearby shows 10 seconds. By selecting from the drop-down list, you will be able to filter calls that took more than 10 seconds to answer or see calls answered in less than 3 seconds.</p></td> <td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/response_exmpl.png" alt="Enterprise overview" /></td> </tr> <tr> <td class="confluenceTd"><b>Start time</b></td> <td class="confluenceTd">This filter allows you to filter calls based on the start time. This is the time of day when the call started in the format <span class="keyword">hh:mm:ss</span>, e.g. if you want calls after 8 a.m. only, then enter the start time in as "08:00:00" as shown nearby.</td> <td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/start_time_exmpl.png" alt="Enterprise overview" /></td> </tr> <tr> <td class="confluenceTd"><b>Trunk access code</b></td> <td class="confluenceTd">If you want to filter by Trunk access code, simply enter the Trunk access code in this field. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>. The <span class="keyword">*</span> is not needed if it's an exact match, so the 9 for TAC should just be "!9", e.g. to exclude all calls with access code 9, add "!9" to the TAC field.</td> <td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/trunk_access_code_exmpl.png" alt="Enterprise overview" /></td> </tr> </tbody> </table> <h4>Specific Options</h4> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/options_screen_enterprise_overview.png" alt="Enterprise overview" /> <p>This section allows you to add more specific filters to your report. The filters are fairly self-explanatory. If you would like to exclude weekend calls from the report, simply tick the option to exclude weekend calls. If you would like to ignore missed calls shorter than a specific duration, simply enter the duration in the box. In the example above, a filter has been added to exclude weekends and any calls shorter than 3 seconds.</p> <h5>Exclude weekends</h5> <p>This option gives you the option of excluding weekend calls from any results shown. If you would like to exclude weekend calls, simply select the tickbox to exclude weekend calls.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/weekends.png" alt="Enterprise overview" /> <h5>Exclude transfers</h5> <p>Select this option if you would like to exclude transfers when running a report. For example if you were running an incoming call analysis report and wanted to see only how well calls were answered when first presented, you would choose the option on excluding transfers.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/transfers.png" alt="Enterprise overview" /> <h5>Hide unused</h5> <p>This option gives you the option of excluding unused extensions from the results shown. To exclude unused extension, simply select 'Yes' from the drop-down list as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/hide_unused.png" alt="Enterprise overview" /> <h5>Sort order</h5> <p>Choose whether you would like the results of the report to appear in ascending or descending order, by selecting from the drop-down box.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/sort_order.png" alt="Enterprise overview" /> <h5>Sort results by</h5> <p>You may choose the order in which results are sorted by selecting the appropriate option from the list shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/sort_results_enterprise_overview.png" alt="Enterprise overview" /> <h5>Ignore missed calls shorter than</h5> <p>If you would like to exclude short calls from your report, enter the duration below which you'd like to ignore calls. If you would like to exclude very short calls, e.g. calls below 3 seconds, simply enter the number '3' in the box, as shown here.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/ignore_missed_calls.png" alt="Enterprise overview" /> <h2>Creating the report</h2> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/run_report_screen.png" alt="Enterprise overview" /> <p>When you have chosen a reporting period, and are happy with your selections, you have two options:</p> <ul> <li>Run the report now</li> <li>Schedule for future delivery</li> </ul> <p>To choose your preferred option, select the appropriate button.</p> <p>If you choose to run the report now, click the <span class="button">Run now</span> button. The results will appear immediately in your chosen format.</p> <p>To schedule the report for delivery at a later date, follow the instruction given on the <a href="Schedule a report">Schedule a report</a> section.</p> <h2>Enterprise overview - The results</h2> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/enterprise_overview_1.png" alt="Enterprise overview" /> <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>As with all reports, the header of the report includes the report title, any name you may have given to it, and the date and time it was run.</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.</p> <p>You can click on any site to drill-down to the extension group information. The example below shows extension group information for the ManchesterLondon site.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/enterprise_overview_3.png" alt="Enterprise overview" /> <p>The body of the report consists of detailed summary information about each extension group (or individual extension if you already selected an extension group during the criteria selection process). A description of each column header is described here, in order from left to right:</p> <table class="confluenceTable"> <tbody> <tr> <th class="confluenceTh" width=110>Header</th> <th class="confluenceTh">Description</th> </tr> <tr> <td class="confluenceTd"><b>Site/Extension Group</b></td> <td class="confluenceTd">If reporting on more than one site, the first screen will by default show site information. If reporting on a single site only, the report will display the extension group by default. You can drill-down to the extension group level, by clicking on the individual site name. If an extension group is missing from this list, then the system did not find any calls made or received by any extension in that group.</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" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png" alt="Squiggle" />:</b> Shows how many unanswered (or abandoned) calls lost by all active extensions in the particular group displayed. </li> <li><b>Avg duration:</b> Shows the average duration of missed calls for the group displayed alongside.</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="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png" alt="Squiggle" />:</b> Shows the number of incoming calls that were successfully answered by extensions in the group. Transferred calls are included in this total. </li> <li><b>Total duration:</b> This column shows the total duration of all incoming calls by all extensions in the group. </li> <li><b>Avg duration:</b> The average duration of all incoming calls for the group. </li> <li><b>Avg response:</b> The average time taken to respond to calls for the group/extension displayed. </li> </ul> </td> </tr> <tr> <td class="confluenceTd"><b class="blue">Outbound</b></td> <td class="confluenceTd">The outbound calls column is always displayed in blue. It shows the total number 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" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png" alt="Squiggle" />:</b> The number of outbound calls made by the extension group. </li> <li><b>Total duration:</b> The total aggregate duration of all outgoing calls by all active extensions in the group. </li> <li><b>Avg duration:</b> Average duration of an outgoing calls by all extensions in the group. </li> <li><b>Total cost:</b> Total aggregate cost of all outbound calls made by all active extensions in the extension group. </li> </ul> </td> </tr> </tbody> </table> <p>In addition to the summary information, totals and averages of all call types are shown in footer for each column.</p> <h4>Drilling-down</h4> <p>Having seen the summary information for each extension group, you may wish to see the same information for each individual extension in a particular group.</p> <p>Click on the extension group you're interested in, and a new report will be produced showing the same summary information, but this time for each individual extension in the selected group, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/enterprise_overview_4.png" alt="Enterprise overview" /> <p>Finally, by clicking on the hyperlink of a particular extension, a new report is produced showing, in chronological order, the actual calls that were made and received by that particular extension.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/enterprise_overview_5.png" alt="Enterprise overview" /> <p>The output for this, the lowest level in the Enterprise overview report, is slightly different than the previous summary screens. Because this is an itemised list of all calls made and received, there is no summary information, and so there is a different structure, as defined below:</p> <table class="confluenceTable"> <tbody> <tr> <th class="confluenceTh" width=110>Header</th> <th class="confluenceTh">Description</th> </tr> <tr> <td class="confluenceTd"><b>Date & Time</b></td> <td class="confluenceTd">Shows the date and time the calls was started.</td> </tr> <tr> <td class="confluenceTd"><b>Source</b></td> <td class="confluenceTd">Details of where the call originated.</td> </tr> <tr> <td class="confluenceTd">CLI</td> <td class="confluenceTd">Shows the caller line identity of the incoming call.</td> </tr> <tr> <td class="confluenceTd"><b>Route</b></td> <td class="confluenceTd">Shows the number that was dialled, in the case of an outgoing or internal call.</td> </tr> <tr> <td class="confluenceTd"><b>Destination</b></td> <td class="confluenceTd">For outgoing calls, shows the destination of the call; for other calls, shows the type of call, e.g. unanswered, abandoned, internal, feature call.</td> </tr> <tr> <td class="confluenceTd"><b>Response</b></td> <td class="confluenceTd">The response field shows the length of time it took before the call was answered i.e. the response time.</td> </tr> <tr> <td class="confluenceTd"><b>Duration</b></td> <td class="confluenceTd">Shows the duration of the call in hours, minutes and seconds.</td> </tr> <tr> <td class="confluenceTd"><b>Cost</b></td> <td class="confluenceTd">Shows the cost of the call.</td> </tr> <tr> <td class="confluenceTd"><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/recording_button.png" alt="Listen to the recording button" /></b></td> <td class="confluenceTd">Shows only if there is a recording associated with the call. To play, simply click on this icon.</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" /> |