Call analysis

<h2>Introduction</h2>

<p>The Call analysis report breaks down your working day into half-hour 
segments and details important information about your calls. You get a 
clear graphical image showing how many calls are abandoned calls and 
answered and how many outgoing calls are made.</p>

<p>This is broken down into half hour timeslots, showing how long it 
takes you to answer 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. You can add numerous filters which are described here 
in detail, if you want to be even more specific in the information 
displayed.</p>

<p>You can also optimise to exclude weekends from this report, when perhaps 
not many calls are being made or received, and so as not to distort the 
averages. You can also concentrate on incoming or outgoing calls or 
look at all calls.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/call_analysis_1.png" alt="Call analysis" />

<h2>Running the report</h2>

<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Call analysis</span> in the reports type list, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/call_analysis_2.png" alt="Call analysis" />

<p>You can tailor the report to your specific requirements by selecting the entity you'd like to apply the report to as well as the output format required. You can also limit the results by adding filters and options as detailed below: </p>

<h4>Entity</h4>

<p>The <span class="reference">Entity</span> allows you to choose which area of the directory you would 
like to report on. If you want to run a report for your entire 
organisation, you do not need to choose an entity.</p>

<p>If you want to select a specific area for reporting, click on the 
<img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/add_button.png" alt="Add Entity button" /> 
button to get a pop-up window showing the areas of the directory you can report on.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/reports_3.png" alt="Add Entity" />

<p>To drill up and down simply click on the hyperlinks provided, shown in 
the screenshot below as Aberdeen, Birmingham, Brighton, Cardiff etc.</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_1.png" alt="Entity panel" />

<p>Once you have reached the area you would like to report on, click on the green 
<img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/tick_button.png" alt="Add Entity button" /> 
as highlighted in red below.</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_2.png" alt="Entity panel" />

<p>Alternatively if you are looking for a specific area e.g. person, 
department, site, name etc, you can just enter the name and press the 
<img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/search_button.png" alt="Search" /> 
button as shown in the example below:</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_3.png" alt="Entity panel" />

<h5>Selected Entity</h5>

<p>Once your entity you would like to report on had been selected, it will appear, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/selected_entity.png" alt="Selected entity" />

<h5>Delete an Entity</h5>

<p>In order to delete an entity, just select it with your mouse and click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/red_delete_button.png"> button above it, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/delete_entity.png" alt="Delete entity" />