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<h2>Introduction</h2>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/call_volumes.png" alt="Call volumes" />
<p>The call volumes report provides a clear, graphical and tabular representation of your outbound, answered and abandoned calls,
broken down into hourly blocks. </p>
<p>The report contains three tabs allowing you to view with a graphical representation of data, more detailed call information or
just summary information.</p>
<p>There are also three distinct area on the report. The first section shows the entity. The second section shows a summary table with
total calls are shown in the first column and internal and external calls itemised separately in the next two columns. The third section
shows call details broken down into hourly blocks.</p>
<p>The format will will be determined by whether you've selected the Graph, Details or Summary tab.</p>
<p>Results can be shown as either a value or a percentage using the 'Show values/percentages' toggle link
on the top right-hand side of the page.</p>
<p>Drill-able links allow you to drill-down into any entity for more information.</p>
</p>
<h2>Understanding the Results</h2>
<p>The call volumes report displays a summary of calls for each entity with total, external
and internal calls shown in a table followed by a breakdown by timeslot. Inbound calls
are represented in green, outbound in blue and lost in red. This colour scheme applies
to both the table and timeslot section.</p>
<p>The default report sorts the results in alphabetical order based on entity. All headers
are clickable allowing you rearrange the report layout in seconds to sort the calls in ascending
or descending order based on the header clicked.</p>
<p>The first section shows the entity you are reporting one. The second blue section with the
title 'Total' shows a table. This table has three columns; Total, External and Internal. The
third section allocates calls by timeslot.</p>
<p>The report has three tabs:- Graph, Details and Summary. </p>
<p>The default web report displays the 'Graph'. This shows a visual representation of all
inbound, outbound and lost calls by time of day. The table alongside simply
represents the same data in tabular form. </p>
<p>You can toggle between displaying call volumes or percentages in the results by
clicking on your preferred option as shown here:</p>
<p> **** SHOW IMAGE OF TOGGLE BUTTON ****</p>
</p>
</p>
<p>....</p>
<p>....</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_enterprise/breadcrumb.png" alt="Breadcrumbs" /> |
Overview
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.
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Running the report
Click on the Reports tab and select Call volumes from the left-hand pane. The screen displaying the parameters of the report will appear, where you can configure the entity, period, filters, options and format of the report.
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For details about how to configure these parameters, refer to the relevant page(s) in the list below:
Creating the report
When you have configured the report's parameters, click on the Run now button to run the report immediately; alternatively, you can save the report's definition or schedule the report for future delivery.
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The report's results
Below is an example of this report's output in Web format:
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As with all reports produced by TIM Enterprise, 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 Graph tab provides a visual representation of all inbound, outbound and missed calls for both external and internal call activity. A simple toggle button at the top right of the screen enables you to flip between call volumes and percentages.
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Details
The Details tab shows the actual volumes (or percentages) of calls for each time slot throughout the day.
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All numeric figures are shown as hyperlinks, allowing you to drill down into an itemised list of the calls that they represent.
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Below is a description of each table header:
| Header | Description |
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| 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
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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 [ ]
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| 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 |
Summary
The Summary tab shows a summary of all call activity for the reporting period you selected.
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To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:
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