Call volumes

<h2>Creating the report</h2>

<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, as shown below. The results will appear immediately in your
chosen format.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/run_report.png" alt="Run report" />

<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>Call volumes - The results</h2>

<p>When selecting <span class="reference">Web</span> as the output format, this report will appear as below.</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_enterprise/call_volumes_1.png" alt="Call volumes" />

<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>The call volumes report displays a summary of all inbound, lost and outbound calls with total and average durations and a
summary of call costs for each day. The default reports sorts the results in ascending date order.</p>

<p>The web format allows for complete flexibility when viewing this report. All headers are clickable allowing you rearrange
the report layout in seconds to sort the calls in ascending or descending order based on the header clicked.</p>

<p>The web format also allows the user to drill-down further into any report for more detail. Simply click on any of the
hyperlinks shown (in blue) and drill-down through your organisation for more details.</p>

<p>The report is divided into three sections: <span class="reference">Graph</span>, <span class="reference">Details</span> and <span class="reference">Summary</span>.</p>

<h4>Graph</h4>

<p>The Graph shows a visual representation of all inbound, outbound and lost calls breaking them down further to show
external and internal calls. A simple toggle button on the top right of the screen, allows the user to flip between call volumes and percentages.</p>

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

<h4>Details</h4>

<p>The Details section for the call volumes report replaces the graph with the actual volumes (or percentages) for each
timeslot throughout the day as shown below.</p>

<p>By floating your mouse over any volume figure shown you will see the % it represents. Alternatively if you float over any %
figure shown, you will see the volume represented.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/details_tab_1.png" alt="Call volumes" />

<p>All figures (%) shown are drillable, so simply click on it to drill-down to itemised call details as shown here:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/details_tab_2.png" alt="Call volumes" />

<p>Each column of the table is described here:</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"><b>CLI</b></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_enterprise/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>In addition, at the foot of the table, totals are provided where applicable.</p>

<h4>Summary</h4>

<p>To see a summary of all calls for the period that you defined, just click on the <span class="button">Summary</span> tab.</p>

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

<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_enterprise/breadcrumb.png" alt="Breadcrumbs" />