...
| Report_summary |
|---|
| Task1 | Introduction |
|---|
| Task2 | Running the report |
|---|
| Task3 | Creating the report |
|---|
| Task4 | The report's results |
|---|
|
| HTML |
|---|
<a id="Introduction"></a> |
Introduction
The Random Call Selection report is useful for obtaining a sample of phone calls from across your organisation for the purposes of call auditing and quality control, especially when coupled with the integrated call recording features of TIM Plus. You can annotate, score, or listen to any of the calls that appear in the report's results.
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817258/random_call_selection_1.png |
|---|
|
...
| HTML |
|---|
<a id="RandomRunning callthe selectionreport" />
<h2>Running the report</h2>
<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Random call selection</span> in the reports list and then press the <span class="button">Select this report</span> button.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/></a> |
Running the report
On the Reports screen, select the Random call selection report from the left-hand pane and click the Select this report button.
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817258/random_call_selection_2.png |
|---|
|
...
| Note |
|---|
| NOTE: The username and password you have been allocated may mean you are restricted to specific sites or groups. If you have any difficulty accessing other sites or group, please contact your system administrator and check that access has been enabled. |
| HTML |
|---|
<h5>Group</h5>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_2.png" alt="Random call selection" />
<p>There is no limit to the number of groups available on each site. Groups, like sites are available as a drop-down list. You
can choose to select a specific group or leave at the default <span class="keyword">All groups</span>. Please note that the drop-down list for each
group can only appear if a site has already been selected.</p>
<h5>User</h5>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_3.png" alt="Random call selection" />
<p>Once a site and group has been selected, you can decide whether you would like to report on all users or select a
particular user from the drop-down list as shown above.</p>
<p>Once you have set the report's entities, click on the <span class="button">Next</span> button to set more of the report's features or select the <span class="button">Finish</span> button to run the report.</p>
<h4>Filter call information</h4>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/filter_screen.png" alt="Random call selection" />
<p>You have the option of filtering the information, based on a number of call filters. These filters allow you to be very
specific, when deciding the call information you would like in the final report.</p>
<p>If you do not want to select any filters, simply press the <span class="button">Next</span> button to skip.</p>
<p>Please find a brief description of all filters below:</p>
<table class="confluenceTable">
<tbody>
<tr>
<th class="confluenceTh" width=122>Filter</th>
<th class="confluenceTh">Description</th>
<th class="confluenceTh">Example</th>
</tr>
<tr>
<td class="confluenceTd"><b>Account code</b></td>
<td class="confluenceTd">If you want to produce a bill consisting of all chargeable calls made using a particular account code, enter the account code in this filed. To report on more than one account
code, simply comma separate.</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/account_code_exmpl.png" alt="Random call selection" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Call type</b></td>
<td class="confluenceTd">This filter allows you to define the type of call you would like to report on. If you would like to report on all calls, leave at the default <span class="keyword">All calls</span>.</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_type_exmpl.png" alt="Random call selection" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Carrier</b></td>
<td class="confluenceTd">If you use more than one carrier, you can choose which carriers calls you would like to report on.
<p>To report on all calls from all carriers, leave at default.</p>
<p>If you only use one carrier, there will be no drop-down list available and no option to choose a different carrier.</p></td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/carrier_exmpl.png" alt="Random call selection" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>CLI</b></td>
<td class="confluenceTd">The Caller Line Identification (CLI) is the number associated with the incoming call. This is sometimes withheld by the person making the call.
<p>You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI by entering the number in here. For example, for calls from Tri-Line you would enter in "02072652600". This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude calls from Tri-Line use "!020726526*".</p>
<p>To report on more than one CLI, simply comma separate.</p></td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cli_exmpl.png" alt="Random call selection" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Cost</b></td>
<td class="confluenceTd">If you want to add a filter for call costs, simply type in the cost you wish to define as shown nearby and add the appropriate above, below and between symbol . This filter accepts range (<span class="keyword">-</span>) and comparison operators (<span class="keyword">></span>, <span class="keyword"><</span>, <span class="keyword">!</span> and <span class="keyword">*</span>).</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cost_exmpl.png" alt="Random call selection" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Destination</b></td>
<td class="confluenceTd">If you want to filter calls to a specific destination and that destination has been added to your locations field, simply type the destination in here. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude all calls to France use "!France*"</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/destination_exmpl.png" alt="Random call selection" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Dialled number</b></td>
<td class="confluenceTd">To filter calls to a specific number, type the number in the dialled number field. To filter calls to a specific area, a partial number may be entered here e.g. "0033" for calls to France. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude calls to 0207 265, enter "!0207265*"</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/dialled_number_exmpl.png" alt="Random call selection" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Duration</b></td>
<td class="confluenceTd">To filter call above or below a particular duration, simply enter the number of seconds and the relevant symbol. This filter accepts range (<span class="keyword">-</span>) and comparison operators (<span class="keyword">></span>, <span class="keyword"><</span>, <span class="keyword">!</span> and <span class="keyword">*</span>).
<p>In the example nearby, the filter will look for calls above 1800 seconds (30 minutes). Alternatively you may want to exclude calls below a certain threshold e.g. below 3 seconds.</p></td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/duration_exmpl.png" alt="Random call selection" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>LCR code</b></td>
<td class="confluenceTd">If you are using Least Cost Routing (LCR), you may want to filter by LCR code in order to check a bill from your LCR provider. To do this simply enter the LCR code in the LCR field. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude a specific LCR code, simply add as follows "!162*"</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/lcr_code_exmpl.png" alt="Random call selection" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Response</b></td>
<td class="confluenceTd">This filter allows you to filter based on the response times to calls. You have the option of
filtering for calls above or below a threshold. You can define this threshold in the box
alongside.
<p>The figure relates to seconds. e.g. the example nearby shows 10 seconds. By
selecting from the drop-down list, you will be able to filter calls that took more than 10
seconds to answer or see calls answered in less than 3 seconds.</p></td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/response_exmpl.png" alt="Random call selection" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Start time</b></td>
<td class="confluenceTd">This filter allows you to filter calls based on the start time. This is the time of day
when the call started in the format <span class="keyword">hh:mm:ss</span>, e.g. if you want calls after 8 a.m. only, then
enter the start time in as "08:00:00" as shown nearby.</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/start_time_exmpl.png" alt="Random call selection" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Trunk access code</b></td>
<td class="confluenceTd">If you want to filter by Trunk access code, simply enter the Trunk access code in this field. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>. The <span class="keyword">*</span> is not needed if it's an exact match, so the 9 for TAC should just be "!9", e.g. to exclude all calls with access code 9, add "!9" to the TAC field.</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/trunk_access_code_exmpl.png" alt="Random call selection" /></td>
</tr>
</tbody>
</table>
<h4>Specific Options</h4>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/options_screen_random_call_selection.png" alt="Random call selection" />
<p>This section allows you to add more specific filters to your report. The filters are fairly self-explanatory.</p>
<h5>Don't replace numbers with contact names</h5>
<p>Tick this option if you do not want dialled numbers, CLIs and account codes replaces with their named equivalents, as
they are defined in your web user's contacts list(s).</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/numbers.png" alt="Random call selection" />
<h5>Show account codes</h5>
<p>.....................................................................................................................................</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/show_account_codes.png" alt="Random call selection" />
<h5>Notes only</h5>
<p>This option allows you to display only show calls that have notes stored against them in the results.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/notes_only.png" alt="Random call selection" />
<h5>Audio only</h5>
<p>This option allows you to display only show calls that have an associated voice recording in the results.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/audio_only.png" alt="Random call selection" />
<h5>Scored only</h5>
<p>.....................................................................................................................................</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/scored_only.png" alt="Random call selection" />
<h5>Maximum results</h5>
<p>If you want to limit the results shown, decide on the maximum number and enter in this box. If you enter "50", then only 50
results will be displayed.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/maximum_results.png" alt="Random call selection" />
<h5>Sort order</h5>
<p>Choose whether you would like the results of the report to appear in ascending or descending order, by selecting from the
drop-down box.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/sort_order.png" alt="Random call selection" />
<h5>Sort results by</h5>
<p>You may choose the order in which results are sorted by selecting the appropriate option from the list shown below:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/sort_results_random_call_selection.png" alt="Random call selection" />
<h2>Creating the report</h2>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/run_report_screen.png" alt="Random call selection" />
<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. The results will appear immediately in your
chosen format.</p>
<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>Random call selection - 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>
<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 table showing a summary of the handling of your incoming calls on each day during
the period you selected. Each line (or day) shows the following information:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/random_call_selection_1.png" alt="Random call selection" />
<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 headers of this report are as follows:</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_plus/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>
<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_plus/breadcrumb.png" alt="Breadcrumbs" /> |
A new window will appear, where you can set the parameters of your report.
Selecting the reporting period
For each report, you must specify a time span that covers the calls you want the report to include. This is known as the "reporting period".
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817244/period_general.png |
|---|
|
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:
| Period | Description |
|---|
| Today | The start and end dates are set to the current date. The start time is set to 00:00:00 and the end time to 23:59:59. |
| Yesterday | The start and end dates are set to the current date minus one day. The start time is set to 00:00:00 and the end time to 23:59:59. |
| This week | The start date is set to the first day of the current week (normally Monday). The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time. |
| Last week | The start date is set to the date of the last Monday, and the end date is set to the start date plus seven days. The start time is set to 00:00:00 and the end time to 23:59:59. |
| This month | The start date is set to the first day of the current month. The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time. |
| Last month | The start date for this period is set in three stages: The day is set to the first day of the month. The month is set to the previous month. The year is set to the current year, unless it is currently January, in which case, the previous year is used. The start and end times are set to 00:00:00 and 23:59:59 respectively. |
| This year | The start date is set to the first day of the first month of the current year, whilst the end date is set to today's date. The start and end times are set to 00:00:00 and 23:59:59 respectively. |
| All calls | The start and end dates and times are set to the dates and times of the first and last call in the entire call database, respectively. |
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 , , and of the period you want to report on.| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817245/account_summary_3.png |
|---|
|
Once you have set the reporting period, click on the Next button to set additional report parameters and options, or select the Finish button to run the report immediately.
Selecting the reporting entity
The Reporting entity parameter allows you to select the part of your organisation whose calls the report should include, e.g. a site, a group or an individual user.
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817244/entity_general.png |
|---|
|
Site
To report on a particular site, select it from the drop-down list or select All sites .
Group
If a site has been selected, you are able to further limit the report's results by selecting a group from the drop-down list.
| Reporting_filter |
|---|
| Filter | Group |
|---|
| Value | All groups |
|---|
|
User
If both a site and group have been selected, you can further limit the report's results to include only calls involving a particular user, by selecting that user from the drop-down list.
| Tip |
|---|
If your web account is restricted to a specific site or group, only those entities to which you have access will be available in the drop-down lists. |
Once you have selected the scope of your report, click on the Next button to set additional report parameters and options, or to run the report immediately, click the Finish button.
Selecting the report filters
You can limit the results of your report by choosing one or more of the following filters:
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817244/filter_general.png |
|---|
|
Account code
To produce a report consisting only of calls that were made using a particular account code, enter the account code in the field provided.
| Reporting_filter |
|---|
| Filter | Account code |
|---|
| Value | 0140 |
|---|
|
To report on more than one account code, separate each code using a comma.
Call type
This filter allows you to define the type of call you want to report on, in terms of where the call originated and where it was delivered, e.g. incoming, outgoing, internal, etc. To report on all types of call, set this to All calls.
| Reporting_filter |
|---|
| Filter | Call type |
|---|
| Value | All calls |
|---|
|
Carrier
If you use more than one carrier, you can limit the results to include only calls that were made using a specific carrier.
| Reporting_filter |
|---|
| Filter | Carrier |
|---|
| Value | All carriers |
|---|
|
| Info |
|---|
If you use only one carrier, there will be no drop-down list available and no option to choose a carrier. |
CLI
Calling Line Identification (CLI) is the telephone number of the remote caller in an incoming call scenario.
You can report on calls that originate from a specific CLI or those whose CLI matches a particular pattern of digits. For example, to report on all incoming calls from Tri-Line, you could enter 02072652600.
| Reporting_filter |
|---|
| Filter | CLI |
|---|
| Value | 02072652600 |
|---|
|
You can use the ! symbol to explicitly exclude a CLI from the report's results, and/or the
symbol as a wildcard in digit pattern matching. For example, to exclude calls from Tri-Line, but include all others, you could use !020726526*. To report on more than one CLI, use a comma to separate each entry.Cost
You can define a cost filter to include calls above or below specific values by entering your criteria, as shown below:
You can specify a cost range by using the symbol; to specify limits, use the comparison operators, >, <, and
.Destination
If you want to filter calls to a specific, known destination, type the name of the destination in the text box provided. This filter accepts the ! and * symbols for excluding values and specifying partial matches, respectively.
For example, if you wanted to exclude all calls to France, you could enter
, as shown below:| Reporting_filter |
|---|
| Filter | Destination |
|---|
| Value | !France* |
|---|
|
Dialled number
To filter calls to a specific dialled number, type it in the text box provided. The dialled number is defined as the number that is dialled (in the case of an outbound call), or the DDI number that the remote party dialled to reach a particular extension or group (in the case of an inbound call).
To filter calls to a specific area, a partial number can be entered (e.g. 0033 for calls to France).
| Reporting_filter |
|---|
| Filter | Dialled number |
|---|
| Value | 0033 |
|---|
|
You can use the ! symbol to explicitly exclude a dialled number from the report's results, and/or the
symbol as a wildcard in digit pattern matching. For example, to exclude calls to Tri-Line, but include all others, you could use !020726526*). To report on more than one dialled number, use a comma to separate each entry.Duration
To filter calls above or below a particular duration, enter the desired duration in seconds.
You can specify a duration range by using the symbol; to specify limits, use the comparison operators, >, <, and
.In the above example, the report will return only calls longer than 1800 seconds (30 minutes).
LCR code
To filter your results to include only calls that used a Least Cost Routing (LCR) code, enter it in the text box provided.
You can use the ! symbol to explicitly exclude a LCR code from the report's results, and/or the
symbol as a wildcard in digit pattern matching. For example, to exclude calls made using all LCR codes beginning , you could enter . To report on more than one LCR code, use a comma to separate each entry.Response
This option allows you to filter calls based on their response time, measured in seconds. Specify the desired response time threshold in the text box provided.
| Reporting_filter |
|---|
| Filter | Response time |
|---|
| Value | >10 |
|---|
|
In the above example, the search results will display calls that have a response time greater than 10 seconds.
You can specify a response time range by using the symbol and; to specify limits, use the comparison operators, >, <, and
.Start time
This option allows you to filter calls based on the time the call started. Specify the start time in the text box provided using the hh:mm:ss format.
For example, to include only calls that began after 10 am, you could enter 10:00:00 in the Start time field, as shown below:
| Reporting_filter |
|---|
| Filter | Start time |
|---|
| Value | 10:00:00 |
|---|
|
Trunk access code
If your telephone system uses trunk access codes to connect calls using specific channels, you can limit your report's results to include only calls made using those codes. Specify the trunk access code in the text box provided.
| Reporting_filter |
|---|
| Filter | Trunk access code |
|---|
| Value | 9 |
|---|
|
You can use the ! symbol to explicitly exclude a trunk access code from the report's results, and/or the
symbol as a wildcard in digit pattern matching. For example, to exclude calls made using the trunk access code, you could enter . To report on more than one trunk access code, use a comma to separate each entry.Selecting the report options
This section enables you to further narrow down your report results, by excluding certain types of calls. It also allows you to sort the report's results in a particular manner.
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817258/random_call_selection_options.png |
|---|
|
Don't replace numbers with contact names
Tick this option if you do not want to replace dialled numbers, CLIs and account codes with their associated names, as defined in your web user's contacts list.
| Reporting_option |
|---|
| Option | Don't replace numbers with contact names |
|---|
|
Show account codes
Select this option if you would like to display any associated account codes as an additional column in this report.
Notes only
Tick this option if you want your search results to include only calls that have notes associated with them.
Audio only
Tick this option if you want your search results to include only calls that have an associated voice recording.
Scored only
Tick this option to include only calls that have been previously scored.
Maximum results
To limit the report's results, enter the maximum number of results you want the report to display in the
option, e.g. if you enter in the text box provided, only 50 results will be displayed.| Reporting_filter |
|---|
| Filter | Maximum results |
|---|
| Value | 50 |
|---|
|
Sort order
Choose from the
drop-down list whether you want the results of your report to appear in ascending or descending order.| Reporting_filter |
|---|
| Filter | Sort order |
|---|
| Value | Ascending |
|---|
|
Sort results by
To sort your report's results by a particular column, select it from the
drop-down list.| Reporting_filter |
|---|
| Filter | Sort results by |
|---|
| Value | Date & time |
|---|
|
Selecting the report format
This section allows you to choose the media format of your completed report. The formats available are
, , , and .More details about each report format are available in the Setting the report format section above.
| HTML |
|---|
<a id="Creating the report"></a> |
Creating the report
When you have selected a reporting period and have chosen any filters and options, you can either run the report immediately by clicking on the
button, or schedule it for future delivery.| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817244/creating_the_report.png |
|---|
|
| HTML |
|---|
<a id="The report's results"></a> |
The report's results
Below is an example of this report's output in Web format. By clicking on the About this report link at the top-right corner of the page, you can review any filters and options that have been applied to the report.
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817258/random_call_selection_1.png |
|---|
|
As with all reports produced by TIM Plus, each page of the report includes the following information:
- the report's title
- the date and time that the report was generated
- the name of the report, if applicable
The Web format is the most interactive of all formats: all column headers are click-sortable and most graphical and tabular elements can be drilled down into, allowing deeper analysis of your results.
The body of the report consists of a table showing a randomly-chosen summary of calls for the period you selected. Each column header of the table is described below:
| Header | Description |
|---|
| Date & Time | The date and time the call started. |
| Source | The place from where the call originated. |
| CLI | The telephone number of the remote caller, for inbound calls. |
| Route | The information displayed in this field is determined by the type of call: - for incoming calls, this shows the CLI of the caller;
- for incoming internal calls, this shows either the caller's username or extension number;
- for outgoing calls, this shows the dialled number.
|
| Destination | The information displayed in this field is determined by the type of call: - for incoming calls, this shows the name of the user whose extension answered the call, or the extension number if not available;
- for outgoing calls, this shows the geographical location that was dialled, or an alias if defined in your contacts list;
- for internal calls, this shows the extension that was dialled, enclosed in square brackets [ ].
|
| Response | The length of time it took for the call to be answered (i.e. the response time). |
| Duration | The duration of the call (in hours, minutes and seconds). |
| Cost | The cost of the call. |
To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:
| Screenshotmacro |
|---|
| Border | false |
|---|
| Shadow | false |
|---|
| URL | /download/attachments/4817244/breadcrumb.png |
|---|
|