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<h5>Group</h5> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_2.png" alt="Daily activity" /> <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="Daily activity" /> <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="Daily activity" /> <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="Daily activity" /></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="Daily activity" /></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="Daily activity" /></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="Daily activity" /></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="Daily activity" /></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="Daily activity" /></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="Daily activity" /></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="Daily activity" /></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="Daily activity" /></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="Daily activity" /></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="Daily activity" /></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="Daily activity" /></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_daily_activity.png" alt="Daily activity" /> <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="Daily activity" /> <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="Daily activity" /> <h5>Don't replace numbers with contact names</h5> <p>Tick this option if you do not want dialled numbers, CLIs and account codes replaces with their named equivalents, as they are defined in your web user's contacts list(s).</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/numbers.png" alt="Daily activity" /> <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="Daily activity" /> <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_daily_activity.png" alt="Daily activity" /> <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="Daily activity" /> <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="Daily activity" /> <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>Daily activity - The results</h2> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/daily_activity_1.png" alt="Daily activity" /> <p>When selecting <span class="reference">Web</span> as the output format, this report will appear as abovebelow.</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> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/daily_activity_1.png" alt="Daily activity" /> <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> <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 and outgoing 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" 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="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png" alt="Squiggle" />:</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> Shows the average length of time taken to answer a call on that day. </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> </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 details based on the total number of missed calls for the date shown alongside. </td> </tr> <tr> <td class="confluenceTd"><b class="blue">Outbound</b></td> <td class="confluenceTd">The outbound calls column is always displayed in blue. 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="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" /> |