<h2>Introduction</h2>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_volumes.png" alt="Call volumes" />

<p>The Call volumes report allows the user to get a complete picture of their call volumes by site, group or user.</p>

<p>This drill-able report provides a clear, graphical and tabular representation of your outbound, answered and abandoned calls, broken down into hourly blocks.</p>

<p>Internal and external calls are itemised separately and every value can be shown as either a percentage or a number. To toggle, simply select your preferred option at the top right hand side of the screen (Show values/percentages).</p>

<h2>Understanding the Results</h2>

<p>The call volumes report displays a summary of all inbound, lost and outbound calls.  It also breaks the total down further to divide calls into External and Internal.</p>

<p>When selecting <span class="reference">Web</span> as the output format, this report will appear as above.  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>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. e.g. Total number of calls, number of external calls, number of internal calls.</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>The web format also allows the user to drill-down further into any report for more detail. Simply click on any of the hyperlinks shown (in blue) and drill-down through your organisation for more details.</p>

<p>The report is divided into three sections:- Graph, Details and Summary</p>

<p>The Graph shows a visual representation of all inbound, outbound and lost calls breaking them down further to show External and Internal calls. A simple toggle
button allows the user to flip between call volumes and percentages.</P>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=110>Header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Name</b></td>
			<td class="confluenceTd">This column shows the site, team or person that the calls alongside correspond to.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="blue">Total</b></td>
			<td class="confluenceTd">The total number of calls are broken down into 3 columns. You can click on each header to re-order from ascending to descending and vise versa.
				<ul class="table">
					<li><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png" alt="Squiggle" />:</b> The total volume of inbound (green) , lost (red)
                     or outbound (blue) calls on the date shown.  Just click on the header to re-order the column.
					</li>
					<li><b>External:</b> The number/percentage of calls that werw external calls. Click on the value /percentages to toggle between the two.
					</li>
					<li><b>Internal:</b> The number/percentage of calls that werw external calls. Click on the value /percentages to toggle between the two.
					</li>
					</ul>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="grey">Timeslots</b></td>
			<td class="confluenceTd">The calls are represented here graphically hour by hour with green, red and lines lines representing Inbound, Lost and Outbound calls
			</td>
		</tr>
		<tr>
		



				</ul>
			</td>
		</tr>
	</tbody>
</table>

<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 id="Introduction"></a>

Introduction

The Call Volumes report gives you a complete picture of your call volumes organised by site, group or user. It provides a clear, graphical and tabular representation of your outbound, answered and abandoned calls, broken down into hourly time slots. Internal and external calls are itemised separately and every value can be toggled between a percentage or a number. Additionally, all of the displayed values are shown as hyperlinks, allowing you to drill down further into the results.

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

Running the report

On the Reports screen, select the Call volumes report from the left-hand pane and click the Select this report button.

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".

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

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.

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.

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.

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:

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.

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.

Carrier

If you use more than one carrier, you can limit the results to include only calls that were made using a specific 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.

You can use the ! symbol to explicitly exclude a CLI from the report's results, and/or the

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 

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

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).

You can use the ! symbol to explicitly exclude a dialled number from the report's results, and/or the 

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 

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 

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.

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 

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:

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.

You can use the ! symbol to explicitly exclude a trunk access code from the report's results, and/or the 

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.

Exclude weekends

To exclude weekend calls from your report's results, select the 

Show unconnected calls

To show unconnected calls in your report results, select the

Hide unused

To exclude unused extensions from your report's results, select the

Sort order

Choose from the

Sort results by

To sort your report's results by a particular column, select it from the 

Selecting the report format

This section allows you to choose the media format of your completed report. The formats available are Web, PDF, Excel, CSV and XML.

More details about each report format are available in the Setting the report format section above.

<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 Run now button, or schedule it for future delivery.

<a id="The report's results"></a>

The report's results

Below is an example of this report's output in Web format:

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. To view details of any filters or parameters used in creating this report, click on About this report at the top-right corner of the page.

The report is divided into three sections: Graph, Details and Summary.

Graph

The

Details

The

All numeric figures are shown as hyperlinks, allowing you to drill down into an itemised list of the calls that they represent.

Below is a description of each table header:

Summary

The

To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below: