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Access the Reports screen, select the Full Call Analysis report from the list and click on the button.
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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.
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Select calls to specific presented numbers
If you want to report only on calls from or to a specific number or range of numbers, enter a full or partial number the number(s) in the field provided, as shown below:
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Transferred calls
You can choose to exclude calls that were answered as a result of a transfer from one party to another. To exclude transferred callsIf you want to report only on direct calls and exclude those transferred from another party, tick the Exclude box, as shown below:
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Creating the report
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The report's results
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When you have selected a reporting period and have chosen the report's criteria, click on the button, as shown below:
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<a id="Full Call Analysis" /> <p>The following <span class="reference">Report Selection Criteria</span> window appears:</p> <img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_professional/full_call_analysis_2.png" alt="Full Call Analysis" /> <h4>Select a report period</h4> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/report_period.png" alt="Full Call Analysis" /> <p>You need to select a time period for which you want the report to produce information for. You can select a pre-set period from the drop-down list, as shown above.</p> <p>The default is set to <span class="keyword">Last Month</span> (the period from the first day to the last day of the previous calendar month, and NOT the last 30 days).</p> <h4>Or enter your own custom period</h4> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/custom_period.png" alt="Full Call Analysis" /> <p>If you want to specify a period not shown in the list, go back to the <span class="reference">Select a report period</span> field and select <span class="keyword">Custom Period</span> from the drop-down list and then enter your <span class="reference">Start</span> and <span class="reference">End</span> dates and times manually into the boxes provided, as shown above.</p> <h4>Choose a site</h4> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/choose_site.png" alt="Full Call Analysis" /> <p>If your system is set-up for multiple sites, you have the option of selecting a particular site here. Select the blank line (or leave the box empty) to report on all of your sites.</p> <h4>Choose a specific trunk group</h4> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/trunk_group.png" alt="Full Call Analysis" /> <p>You have the option of selecting a trunk group to concentrate on. Do this by selecting it from the drop-down list supplied.</p> <h4>Select a particular trunk</h4> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/trunk.png" alt="Full Call Analysis" /> <p>Choose to report on a particular trunk by typing its number in the box provided, or leave blank to report on all trunks.</p> <h4>Choose an extension group</h4> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/choose_extension_group.png" alt="Full Call Analysis" /> <p>You may want to concentrate on a specific group of extensions; in this case, select the group of interest from the drop-down list, or leave blank so as not to specify a particular extension group.</p> <h4>Choose a particular extension</h4> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/choose_extension.png" alt="Full Call Analysis" /> <p>To find out the top 50 calls made by one extension in particular, type that extension's number in the box provided.</p> <h4>Select calls to specific presented numbers</h4> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/numbers.png" alt="Full Call Analysis" /> <p>You can choose to report only on calls to specific a presented number or range of numbers by entering the number(s) as shown below:</p> <h4>Transferred calls</h4> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/transferred.png" alt="Full Call Analysis" /> <p>Similarly, you can opt to exclude calls that were answered as a result of a transfer from one party to another. This allows you to concentrate only on those extensions that take calls directly from outside your organisation, rather than those secondary extensions that receive the call after speaking with another party.</p> <h2>Creating the Report</h2> <p>When you have chosen a reporting period, and are happy with your selections, click on the <span class="button">Run Now</span> button.</p> <h2>The results</h2> <img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_professional/The report's results"></a> |
The report's results
Below is an example of this report's output:
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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 detailed table displaying a breakdown of calls organised in half-hour time slots. The column headers of the table are described below:
| Answered Calls | |
| Column header | Description |
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| Time slot | The time period to which the other headers' results relate |
| Number of calls | The total number of answered calls |
| Ring time - Max | The maximum length of time a caller waited before a call was answered (in seconds) |
| Ring time - Avg | The average length of time a caller waited before the call was answered (in seconds) |
| Call duration - Max | The duration of the longest answered call (in hours, mins, secs) |
| Call duration - Avg | The average length of all answered calls (in hours, mins, secs) |
| Abandoned Calls | |
| Column header | Description |
| Number of calls | The total number of abandoned calls |
| Wait time - Max | The maximum length of time a caller waited before abandoning the call (in seconds) |
| Wait time - Avg | The average length of time a caller waited before abandoning the call (in seconds) |
| Outbound Calls | |
| Column header | Description |
| Number of calls | The total number of outbound calls |
| Call duration - Max | The duration of the longest outbound call (in hours, mins, secs) |
| Call duration - Avg | The average length of all outbound calls (in hours, mins, secs) |
| Call duration - Total | The total duration of time spent on outbound calls |
| Average Cost | The average cost of all outbound calls |
| Total Cost | The total cost of all outbound calls |