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<a id="Introduction"></a>

Introduction

The Incoming Call Analysis report breaks down your working day into half-hour segments, providing detailed information about your incoming and abandoned calls, such as call volumes, duration and response time information. These figures are shown as maximum and averages, allowing you to more effectively plan your staff requirements.

<a id="Running the report"></a>

Running the report

Access the Reports screen, select the Incoming Call Analysis report from the list and click on the Run now button.

A new window will open, allowing you to configure the parameters of your report:

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Select a report period

For each report, you must specify a time span that covers the calls you want the report to include.

There are several preset reporting periods available for selection, based on the standard Gregorian calendar. The following table describes how the start and end times are defined for each preset period:

In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the drop-down list and specifying your own  Start and End dates, as shown below:

Choose a site

If your system is set up to log multiple sites, you can select a particular site from the drop-down list. To report on all sites, select the blank line.

Choose a specific trunk group

To run the report on a specific trunk group, select it from the drop-down list. To report on all trunks, select the blank line.

Select a particular trunk

To report on a particular trunk, enter the trunk number in the box provided.

Choose a particular extension

You can choose to report on a single extension or a range of extensions, by entering the details in the box provided, as shown below:

Select calls to specific presented numbers

If you want to report only on calls to a specific number or range of numbers, enter the number(s) in the field provided, as shown below:

Transferred calls

If you want to report only on direct calls and exclude those transferred from another party, tick the Exclude box, as shown below:

<a id="Creating the report"></a>

Creating the report

When you have selected a reporting period and have chosen the report's criteria, click on the Run now button, as shown below:

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<a id="IncomingThe Callreport's Analysisresults" />

<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 detailed table showing a breakdown of each half-hour timeslot in the day.</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Time slot</b></td>
			<td class="confluenceTd">Shows the time slot that the data refers to.</td>
		</tr>
		<tr>
			<td class="confluenceTd table_super_header" colspan="2"><b>Answered Calls</b></td>
		</tr>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Number of calls</b></td>
			<td class="confluenceTd">Shows the number of answered call in the half-hour period.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Response time - Max</b></td>
			<td class="confluenceTd">The maximum time a caller had to wait before being answered (in seconds).</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Response time - Ave</b></td>
			<td class="confluenceTd">The average time a caller waited for an answer (in seconds).</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Call duration - Max</b></td>
			<td class="confluenceTd">The duration of the longest incoming, answered call (in hours, mins, secs).</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Call duration - Ave</b></td>
			<td class="confluenceTd">The average length of an incoming, answered call (in hours, mins, secs).</td>
		</tr>
		<tr>
			<td class="confluenceTd table_super_header" colspan="2"><b>Abandoned Calls</b></td>
		</tr>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Number of calls</b></td>
			<td class="confluenceTd">Shows the number of unanswered calls.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Wait time - Max</b></td>
			<td class="confluenceTd">The longest time a caller waited before abandoning the call (in seconds).</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Wait time - Ave</b></td>
			<td class="confluenceTd">How long the average caller waited before abandoning the call (in seconds).</td>
		</tr>
	</tbody>
</table>
></a>

The report's results

Below is an example of this report's output:

The header of the report will display its title, any friendly name you assigned to it, the period of the report and any options you have selected in the report's selection criteria window.

The body of the report consists of a table displaying a breakdown of your incoming and abandoned calls, organised in half-hour time slots. The column headers of the table are described below: