Inbound Call Performance

<h2>Introduction</h2>

<p>The Inbound Call Performance report allows you to assess you're your
inbound traffic and response times over any selected period.  This
report is ideal for organisations where seasonal fluctuations in call
traffic occur.</p>

<h2>Running the report</h2>

<p>Click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_professional/reports_button.png" /> function button, on the top right-hand side of the main application window to access the <span class="reference">Reports</span> screen.</p>

<p>From this screen, either double-click on the <span class="reference">Inbound Call Performance</span> report in the reports list or highlight the <span class="reference">Inbound Call Performance</span> report and press the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_professional/run_now_button.png" /> button, as shown below:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_professional/inbound_call_performance_1.png" alt="Inbound Call Performance" />

<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/inbound_call_performance_2.png" alt="Inbound Call Performance" />

<h4>Select the period for this report</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/report_period_inbound_call_performance.png" alt="Inbound Call Performance" />

<p>You need to select a period for which you want the report to produce
information for.  The default 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 from the drop-down menu.</p>

<h4>Filter the report's results</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/filter_results_1.png" alt="Inbound Call Performance" />

<p>If your system is set-up to administer 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>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/filter_results_2.png" alt="Inbound Call Performance" />

<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>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/filter_results_3.png" alt="Inbound Call Performance" />

<p>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.</p>

<h4>Options</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/options_inbound_call_performance.png" alt="Inbound Call Performance" />

<p>You can choose to enter threshold to report against by entering the
values 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.</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/inbound_call_performance_3.png" alt="Inbound Call Performance" />

<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 call
volumes, answered calls and abandoned calls, broken down by the
thresholds selected.  Each month/day/timeslot is highlighted as a
hyperlink, allowing you to click on each one to drill-down further
and find out the same summary information for each individual period.
 By further clicking on any period, you have the opportunity to view
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.</p>

<p>The summary pages show the following information:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Month/day/timeslot</b></td>
			<td class="confluenceTd">Depending on what 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.</td>
		</tr>
		<tr>
			<td class="confluenceTd table_super_header" colspan="2"><b>Call Volumes</b></td>
		</tr>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Total</b></td>
			<td class="confluenceTd">Shows the total number of calls for the period selected.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Answered</b></td>
			<td class="confluenceTd">Shows the number of call answered for the period selected.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Abandoned</b></td>
			<td class="confluenceTd">Shows the number of abandoned calls for the period selected.</td>
		</tr>
		<tr>
			<td class="confluenceTd table_super_header" colspan="2"><b>Answered Calls</b>  <b class="red">*</b></td>
		</tr>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b><15</b></td>
			<td class="confluenceTd">Displays the number of calls answered in less than 15 seconds, with the percentage displayed in brackets alongside.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>15-30</b></td>
			<td class="confluenceTd">Displays the number of calls answered in between 15 and 30 seconds, with the percentage displayed in brackets alongside.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>30+</b></td>
			<td class="confluenceTd">Displays the number of calls that took more than 30 seconds to answer, with the percentage displayed in brackets alongside.</td>
		</tr>
		<tr>
			<td class="confluenceTd table_super_header" colspan="2"><b>Abandoned Calls</b>  <b class="red">*</b></td>
		</tr>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b><15</b></td>
			<td class="confluenceTd">Displays the number of abandoned calls that rang for less than 15 seconds, with the percentage displayed in brackets alongside.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>15-30</b></td>
			<td class="confluenceTd">Displays the number of abandoned calls that rang for between 15 and 30 seconds, with the percentage displayed in brackets alongside.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>30+</b></td>
			<td class="confluenceTd">Displays the number of abandoned calls that rang for more than 30 seconds to answer, with the percentage displayed in brackets alongside.</td>
		</tr>
	</tbody>
</table>

<p><b class="red">*</b> The number (and percentage) of calls within the threshold set will be displayed in this field.</p>