Enterprise overview

<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>Enterprise overview - 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/enterprise_overview_1.png" alt="Enterprise overview" />

<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 London site.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/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_enterprise/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_enterprise/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_enterprise/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_enterprise/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_enterprise/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"><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>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" />