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The Inbound Call Performance report displays how quickly your inbound calls are being answered, compared to your target thresholds, grouped by year, month, day or hour. A visual representation of how well each target is met is shown alongside a table containing the actual response time valuesThis report is ideal for organisations where seasonal fluctuations in call traffic occur.
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Access the Reports screen, select the Inbound Call Performance report from the list and click on the button.
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Select the period for this report
You need to select a period for which For each report, you must specify a time span that covers the calls you want the report to produce information forinclude. The default reporting period is set to every month of the current year. To change simply overtype the year required in the box. You can also define a particular month by selecting specify a different time period, you can enter a different year or select a particular month from the drop-down menu., as shown below:
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You can choose to report on a single extension by tying in the extension number in the box as shown below, otherwise leave the box blank to include information from across your entire organisation.
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Filter the report's results
If your system is set - up to administer log multiple sites, you have the option of selecting can select a particular site here. Select the blank line (or leave the box empty) to from the drop-down list. To report on all of your sites, select the blank line.
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To monitor the call activity for a specific department, select an extension group from the drop-down list, or leave blank so as not to specify a particular extension group.to report on a single extension, enter the details in the box provided, as shown below:
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Options
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You can also choose to enter threshold to report against report on a single extension by entering the values extension number in the boxes below. e.g. If A = 15 and B = 30, the report will display calls within these defined thresholds i.e. below 15 seconds, 15-30 seconds and above 30 seconds.Define box provided. To report on all extensions, leave the box blank to include information from across your entire organisation.
Options
To define your response target threshold(s) by entering comma-separated enter the values in the text box provided
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The body of the report consists of a table showing a summary of call volumes, answered calls and abandoned calls, broken down by the target thresholds you have selected. Each month/day/timeslot is highlighted period is shown as a hyperlink which, allowing you to click on each one to drill-down further and find out if clicked on, allows you to see the same summary information for each individual period. By further clicking on any period, you have the opportunity to view a more granular period, or a fully itemised list of all calls on each day and for each half-hour time slot, over the period of the report that you selected.
The summary pages show information is displayed in a table containing the following information:
| Column header | Description |
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| Month/day/timeslot | Depending on what The time period you choose to select, the month, day or timeslot will appear in the first column. By clicking on the hyperlink, you will be able to drill down further to view.of the report |
| Call Volumes | |
| Column header | Description |
| Total | Shows the The total number of calls for the in each period selected. |
| Answered | Shows the The number of call answered for the period selected.calls in each period |
| Abandoned | Shows the The number of abandoned calls for the in each period selected. |
| Answered Calls* | |
| Column header | Description |
| <15 | Displays The number and the number percentage of calls answered in less than 15 seconds, with the percentage displayed in brackets alongside. |
| 15-30 | Displays The number and the number percentage of calls answered in between within 15 and 30 seconds, with the percentage displayed in brackets alongside. |
| 30+ | Displays The number and the number percentage of calls that took answered in more than 30 seconds to answer, with the percentage displayed in brackets alongside. |
| Abandoned Calls* | |
| Column header | Description |
| <15 | Displays The number and the number percentage of abandoned calls that rang for less than 15 seconds, with the percentage displayed in brackets alongside. |
| 15-30 | Displays The number and the number percentage of abandoned calls that rang for between 15 and 30 seconds, with the percentage displayed in brackets alongside. |
| 30+ | Displays The number and the number percentage of abandoned calls that rang for more than 30 seconds to answer, with the percentage displayed in brackets alongside. |
* The number (and percentage) of calls within the threshold set will be displayed in this field.
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The report will display the number and the percentage of calls according to the target threshold(s) set in the report's selection criteria window. |