The Target Response report allows enables you to quickly assess how well calls to your company as a whole (or individual departments or sites) are answered, compared to user-defined targets. It The report provides a visual representation as well as a line-by-line summary of each day along with a visual indicator showing what percentage the proportion of calls were answered inside and outside your set target. The default target answer time is 10 seconds, and this can be changed, to suit your requirements.targets.

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...

Running the report

On the Reports screen, click on Target Response in the reports list and then press select the Target response report from the left-hand pane and click the Select this report button button.

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A new window will appear, where you can select set the criteria for parameters of your report.

Selecting the reporting period

Every report requires a period to run overFor each report, you must specify a time span that covers the calls you want the report to include. This is generally defined known as the "Reporting reporting period".

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There are several preset periods that can be selected from a drop-down list. The predefined periods are based on a standard Gregorian calendar and are defined as followsreporting 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) of the current week. 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 01, the first day of the month. The month is set to the current month minus one, or in the case of January, it is set to 12previous month. The year is set to the current year, unless it is a new yearcurrently January, in which case, the previous year is reduced by oneused. 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 date dates and time times of the first and last call in the entire call database, respectively.
Custom period	Enter the start and end dates and times into the boxes below. The start and end times are linked to their respective dates.

If you want to be more specific, you can choose the Custom period from the drop-down list. This option will allow you to define the Start date and End date yourself, as well as the Start time and End time of the calls In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the

Referencemacro

Label	Period

drop-down list and specifying your own

Referencemacro

Label	Start date

,

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Label	Start time

,

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Label	End date

and

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Label	End time

of the period you want to report on.

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When the report is executed, the reporting engine will substitute the start and end dates based on the current date or the relevant selection made by the user.

Once you have set the report's reporting period, click on the Next button to set more of the additional report 's parameters and options, or select the Finish button to run the report immediately.

Selecting the reporting entity

The reporting Reporting entity paramater parameter allows you to select which the part of your organisation you want to run the report for (site, extension group, channels or individual extensions)whose calls the report should include, e.g. a site, a group or an individual user.

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Site

TIM Plus will allow you to log information from up to five sites. If you want to To report on a particular site, select your preferred site it from the drop-down list , alternatively leave the default settings as or select All sites .

Reporting_filter

Filter	SitesSite
Value	All sites

Tip
The username and password you have been allocated might be restricted to a specific site or group. If you need additional permissions, please contact your system administrator.

Group

...

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	GroupsGroup
Value	All groups

Please note that the drop-down list for each group will appear only if a site has already been selected.

User

...

User

If both a site and group has have been selected, you can also choose to report on further limit the report's results to include only calls involving a particular user, by selecting that user from the drop-down list, or you can leave the default setting as All users.

Reporting_filter

Filter	User
Value	All users

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 set selected the scope of your report's entities, click click on thethe Nextbutton button to set more of the report's features or select theFinishbutton additional report parameters and options, or to run the report immediately, click the Finish button.

Selecting the report filters

This option allows you to filter out certain calls from your results, by selecting the values of the parameters. You can limit the results of your report by choosing one or more of the following filters:

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These filters allow you to be very specific, when deciding the call information you would like to display in the final report.If you do not want to select any filters, simply press theNextbutton to skip.

Please find a brief description of all filters below:

Account code

If you want to To produce a bill report consisting only of all chargeable calls that were made using a particular account code, enter this the account code in the field provided.

Reporting_filter

Filter	Account code
Value	0140

To report on more than one account code, you can use separate each code using a comma to separate the entries.

Call type

This filter allows you to define the type of call you would like want to report on. If you would like to report on all calls, leave the default setting as , 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

If you want to report on one call type in particular, expand the drop-down list and select from the available options.

Carrier

If you use more than one carrier, you can choose which carrier's calls to report on. To report on all calls from all carriers, leave the default setting as All carrierslimit 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

The Caller Calling Line Identification (CLI) is a phone number that calls your organisation. This is sometimes withheld by the person making the call.You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI. For example, for 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 would could enter 02072652600.

Reporting_filter

Filter	CLI
Value	02072652600

This filter accepts the comparison operators ! and * (e.g. You can use the ! symbol to explicitly exclude a CLI from the report's results, and/or the

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Label	*

symbol as a wildcard in digit pattern matching. For example, to exclude calls from Tri-Line, but include all others, you would could use !020726526*). To report on more than one CLI, user use a comma to separate the entrieseach entry.

Cost

If you want to add a filter for call costs, type in the cost you wish to defineYou can define a cost filter to include calls above or below specific values by entering your criteria, as shown below. :

Reporting_filter

Filter	Cost
Value	<2.00

This filter allows you to You can specify a range (-) or use comparison operators (cost range by using the

Referencemacro

Label	-

symbol; to specify limits, use the comparison operators, >, <, ! and *)and

Referencemacro

Label	!

.

Destination

If you want to filter calls to a specific, known destination, you can type the name of the destination in the field text box provided. This filter accepts the comparison operators ! and * symbols for excluding values and specifying partial matches, respectively.

For example, if you want wanted to exclude all calls to France, you could enter

Keywordmacro

Label	!France*

, as shown below:

Reporting_filter

Filter	Destination
Value	!France*

Dialled number

To filter calls to a specific dialled number, type the number that was dialled it in the text box provided. The dialled number can be a number that you dial out, or a DDI number within your organisation that someone dials in to get to a particular extensionis 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 may can be entered (e.g. 0033, for for calls to France).

Reporting_filter

Filter	Dialled number
Value	0033

This filter accepts the comparison operators ! and * (e.g. to exclude calls to 0207 265, enter !0207265* ).You can use the ! symbol to explicitly exclude a dialled number from the report's results, and/or the

Referencemacro

Label	*

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 number of seconds and the relevant symbol in the box provided. This filter allows you to specify a range (-) or use comparison operators (>, <, ! and *).

Reporting_filter

Filter	Duration
Value	>1800

desired duration in seconds.

Reporting_filter

Filter	Duration
Value	>1800

You can specify a duration range by using the

Referencemacro

Label	-

symbol; to specify limits, use the comparison operators, >, <, and

Referencemacro

Label	!

.

In the above example, the filter report will look for return only calls longer than 1800 seconds (30 minutes). Alternatively, you may want to exclude calls below a certain threshold (e.g. below 3 seconds).

LCR code

If you are using To filter your results to include only calls that used a Least Cost Routing (LCR) , you may want to filter your results the by LCR code, in order to check a bill from your LCR provider. To do this, enter the LCR code enter it in the text box provided.

Reporting_filter

Filter	LCR code
Value	162

This filter accepts the comparison operators ! and * (e.g. to exclude a specific LCR code, add the code with the required operators !162*)

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

Referencemacro

Label	*

symbol as a wildcard in digit pattern matching. For example, to exclude calls made using all LCR codes beginning

Referencemacro

Label	162

, you could enter

Keywordmacro

Label	!162*

. 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.The results will be filtered according to the , measured in seconds. Specify the desired response time threshold that you define in the text box provided field. The threshold you specify will be measured in seconds.

Reporting_filter

Filter	Response time
Value	>10

In the above example, the search results will display calls that have a response time above greater than 10 seconds.

You can specify a response time range by using the

Referencemacro

Label	-

symbol and; to specify limits, use the comparison operators, >, <, and

Referencemacro

Label	!

.

Start time

This option allows you to filter calls based on the start time of the call , which is basically the time of day the call started. Enter your preferred Specify the start time in the field text box provided , using the following format the hh:mm:ss format.

For example, if you want your results to include only calls logged that began after 10 a.m. onlyam, you need to 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 you want to filter your results by a trunk access code, enter this in the field provided. For example, to exclude all calls with access code 9, add !9 in the filed 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

This filter accepts the comparison operators ! and *.

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

Referencemacro

Label	*

symbol as a wildcard in digit pattern matching. For example, to exclude calls made using the

Referencemacro

Label	9

trunk access code, you could enter

Keywordmacro

Label	!9

. To report on more than one trunk access code, use a comma to separate each entry.

Selecting the report options

This section allows enables you to further narrow down your report results, by excluding certain types of calls or sorting the . It also allows you to sort the report's results in a particular manner. The filters are fairly self-explanatory. For example, if you would like to exclude weekend calls from the report, simply tick the option to exclude weekend calls. If you would like to ignore missed calls shorter than a specific duration, simply enter the duration in the box.

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Exclude weekends

If you would like to To exclude weekend calls from the search your report's results, simply select the tick-box to exclude weekend callsselect the

Referencemacro

Label	Exclude weekends

option.

Reporting_option

Option	Exclude weekends

Exclude transfers

Select this option if you would like to exclude transfers from the search results. For example if you want to see only how well calls were answered when first presented, you would choose to exclude transfersTo exclude transferred calls from your report's results, select the

Referencemacro

Label	Exclude transfers

option.

Reporting_option

Option	Exclude transfers

Hide unused

This option allows you to To exclude unused extensions from the results shownyour report's results, select the Hide unused option.

Reporting_option

Option	Hide unused

...

Tick this box if you want the report results to include the response time of the internal calls in your report's results.

Reporting_option

Option	Include internal

...

Use this option to define the threshold for your response time target thresholds. The example below will show the response times for calls answered within shows response time targets of 5, 10 and 20 seconds, respectively.

Reporting_filter

Filter	Threshoolds
Value	5, 10, 20

Sort order

Expanding the dropChoose from the Sort order drop-down list available, you can choose whether you would like want the results of the your report to appear in ascending or descending order.

Reporting_filter

Filter	Sort order
Value	Ascending
Option	Sort order

Sort results by

You may choose the order in which results are sorted by selecting the appropriate option from the list provided:To sort your report's results by a particular column, select it from the Sort results by drop-down list.

Reporting_filter

Filter	Sort results by
Value	Name

Ignore short missed

...

calls

Missed calls below a certain duration can sometimes pollute the meaning of a report's results. To exclude such short calls from your report, enter the duration below which you'd like to ignore calls. If you would like to exclude very short calls (a duration threshold in the text box provided, e.g. to ignore calls below 3 seconds), simply enter the number

Keywordmacro

Label	3

in the box provided:

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, enter 3 .

Custom report Image Added

Selecting the report format

This section allows you to choose the output media format of your completed report. To select the desired format, click on the drop-down list and choose from the available options: Web, PDF, Excel, CSV and XML. 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.

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

Creating the report

When you have chosen selected a reporting period , and are happy with your selections, you have two options:

...

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.

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If you click on the Run now button, the report will run instantly in your chosen format.

If you want to schedule the report to run at a later time, follow the instruction given in the Schedule a report section.

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

The report's results

When selecting WEB as the output format, this report will appear as below. To view details of any filters or selection parameters used in creating this report, simply click on About this report on 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.

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As with all reports , the header produced by TIM Plus, each page of the report includes the following information:

the report's title
the date and time of that the report was generated
the name of the report, if applicable

The WEB format allows for complete flexibility when viewing any report. All headers are clickable, allowing you to re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked 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 summary of the handling of your incoming calls on each day during the call information for the period you selected, grouped by entity. Each line (or day) shows the following informationcolumn header of the table is described below:

Header

Description

Name

This column tells you which entity the data displayed refers to, e.g site, department user etc.

Answered

The answered calls columms are always displayed in shades of green. You can re-arrange based on any of the following selection criteria. You can click on each header to re-order from ascending to descending and vise versa.The name of the entity for each line of data

Answered

: The total volume of calls received for the each entity shown.
Average responseAvg resp: The average length of time it took to answer calls for this entity.response time of all answered calls in each period
x-xx s: This is the response threshold. It can be for example 0-5 sec, 6-10 sec, 11-15 sec, >15 sec and it represents the range of time it took to answer calls for this entity. The percentage of calls that were answered within each predefined target, e.g. if 50% is displayed under the 0-5s heading, half of all calls were answered sooner than 5 seconds
You can define your own thresholds and it will show the percentage of calls answered within these thresholds.

Missed

The missed calls columns are always displayed in shaeds of red. You can re-arrange based on any of the following selection criteria. You can click on each header to re-order from ascending to descending and vise versa.

in the
Referencemacro
Label Options
section of the report wizard (above)

Missed

: The total volume number of missed calls lost for the each entity shown.
Average durationAvg durn: The average length of time the caller a missed call rang for before being abandoned.
x-xx s: This is the duration threshold. It can be for example 0-5 sec, 6-10 sec, 11-15 sec, >15 sec and it represents the range of time the caller rang for before being abandoned.
You can define your own thresholds and it will show the The percentage of calls lost within these thresholds.

You may keep drilling down into the report for more detail e.g. to see which teams are responsible for low responses and drill down further to see which individuals in the team perform worse.

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Then drill down further for to see details of which users are letting the team down.

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HTML

<h2>Introduction</h2>

<p>This report allows you to quickly assess how well a group of extensions (or your whole organisation) is answered
incoming calls within a pre-determined target. It provides a line by line summary of each day (including or excluding
weekends) along with a visual indicator showing what percentage of incoming calls were answered within your desired
target. The default target answer time is 10 seconds, and this can be changed to suit your requirements.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/target_response_1.png" alt="Target response" />

<h2>Running the report</h2>

<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Target response</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/target_response_2.png" alt="Target response" />

<p>The following report selection criteria window appears:</p>

<h4>Reporting period</h4>

<p>Every report requires a period to run over. This is generally defined as the "Reporting period".</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/period_screen.png" alt="Target response" />

<p>There are several pre-defined periods that can be selected from a simple drop-down list as shown above.</p>

<p>The built-in periods are based on a standard Gregorian calendar and are defined as follows:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=98>Period</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Today</b></td>
			<td class="confluenceTd">The start date and end date is set to the current date. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Yesterday</b></td>
			<td class="confluenceTd">The start date and end date is set to the current date minus one day. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This week</b></td>
			<td class="confluenceTd">The start date is set to the Monday of the current week, whilst the end date is set to the current day. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Last week</b></td>
			<td class="confluenceTd">The start date is set to the last Monday, whilst the end date is set to the start date plus seven days. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This month</b></td>
			<td class="confluenceTd">The start date is set to the 1<span class="exponent">st</span> day of the current month and the end date to today. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Last month</b></td>
			<td class="confluenceTd">The start date for this period is set in three stages. The day is set to <span class="keyword">01</span>, the month is set to the current month minus one, or in the case of January, 
			it is set to <span class="keyword">12</span>. The year is set to the current year, unless it is a new year, in which case the year is reduced by one. The start and end times are set to 
			<span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This year</b></td>
			<td class="confluenceTd">The start date is set to the first day of the first month of the current year. The end date is set to today's date. The start and end times are set to <span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>All calls</b></td>
			<td class="confluenceTd">The start date is set to the date of the first call in the database, whilst the end date is set to the date of the most recent call in the database. Times are also set to the times of the first and last calls in the database.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Custom period</b></td>
			<td class="confluenceTd">Enter the start and end dates and times into the boxes below. The start and end times are linked to their respective dates.</td>
		</tr>
	</tbody>
</table>

<p>If you want to be more specific, you can choose the <span class="keyword">Custom period</span> from the bottom of the drop-down list. This option
will allow you to define the start date and end date yourself, as shown below. When you need to be even more specific,
you can also choose a start time and end time.</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/custom_period_screen.png" alt="Target response" />

<p>When the report is executed, if the user has selected an in-built period, the reporting engine simply substitutes the start
and end dates based on the current date and the period the user selected.</p>

<p>Once you have set the report's period, 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>What do you want to report on?</h4>

<p>In addition to the reporting period, each report offers you the opportunity to define exactly what you want to report on. This is
generally a site, group or user.</p>

<h5>Site</h5>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_1.png" alt="Target response" />

<p>TIM Plus will allow you to log information from up to five sites. If you want to report on a specific site, select that site from
the drop-down list or to select all sites' data, leave it at the default <span class="keyword">All sites</span> as shown above.</p>

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="Target response" />

<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="Target response" />

<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="Target response" />

<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>

<h5>Account code</h5>

<p>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.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/account_code_exmpl.png" alt="Account code" />

<h5>Call type</h5>

<p>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>.</p>

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

<h5>Carrier</h5>

<p>If you use more than one carrier, you can choose which carriers calls you would like to report on.</p>

<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>

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

<h5>CLI</h5>

<p>The Caller Line Identification (CLI) is the number associated with the incoming call. This is sometimes withheld by the person making the call.</p>

<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>

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

<h5>Cost</h5>

<p>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>).</p>

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

<h5>Destination</h5>

<p>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*".</p>

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

<h5>Dialled number</h5>

<p>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*".</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/dialled_number_exmpl.png" alt="Dialled number" />

<h5>Duration</h5>

<p>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>

<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>

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

<h5>LCR code</h5>

<p>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*".</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/lcr_code_exmpl.png" alt="LCR code" />

<h5>Response</h5>

<p>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>

<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>

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

<h5>Start time</h5>

<p>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.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/start_time_exmpl.png" alt="Start time" />

<h5>Trunk access code</h5>

<p>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.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/trunk_access_code_exmpl.png" alt="Trunk access code" />

<h4>Specific Options</h4>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/options_screen_target_response.png" alt="Target response" />

<p>This section allows you to add more specific filters to your report. The filters are fairly self-explanatory. If you would like
to exclude weekend calls from the report, simply tick the option to exclude weekend calls. If you would like to ignore
missed calls shorter than a specific duration, simply enter the duration in the box. In the example above, a filter has been
added to exclude weekends and any calls shorter than 3 seconds.</p>

<h5>Exclude weekends</h5>

<p>This option gives you the option of excluding weekend calls from any results shown. If you would like to exclude weekend
calls, simply select the tickbox to exclude weekend calls.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/weekends.png" alt="Target response" />

<h5>Exclude transfers</h5>

<p>Select this option if you would like to exclude transfers when running a report. For example if you were running an
incoming call analysis report and wanted to see only how well calls were answered when first presented, you would
choose the option on excluding transfers.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/transfers.png" alt="Target response" />

<h5>Hide unused</h5>

<p>This option gives you the option of excluding unused extensions from the results shown. To exclude unused extension,
simply tick the box as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/hide_unused.png" alt="Target response" />

<h5>Include internal</h5>

<p>.........................................................................................................................</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/include_internal.png" alt="Target response" />

<h5>Thresholds</h5>

<p>When running a report like, for example a target response report, you may want to define your own
thresholds. You can do this by entering the response thresholds you want to report on in seconds as
shown below. This will show the response times for calls answered within 5, 10 and 20 seconds,
respectively.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/thresholds.png" alt="Target response" />

<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="Target response" />

<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_target_response.png" alt="Target response" />

<h5>Ignore missed calls shorter than</h5>

<p>If you would like to exclude short calls from your report, enter the duration below which you'd like to ignore calls. If you
would like to exclude very short calls, e.g. calls below 3 seconds, simply enter the number '3' in the box, as shown here.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/ignore_missed_calls.png" alt="Target response" />

<h2>Creating the report</h2>

<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>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/run_report_screen.png" alt="Target response" />

<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>Target response - 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>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/target_response_1.png" alt="Target response" />

<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 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>

<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 tells you which entity the data displayed refers to, e.g site, department user etc.</td>
		<tr>
			<td class="confluenceTd"><b class="green">Answered</b></td>
			<td class="confluenceTd">The answered calls columms are always displayed in shades of green. You can re-arrange based on any 
				of the following selection criteria. 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 calls received for the entity shown.
					</li>
					<li><b>Average response:</b> The average length of time it took to answer calls for this entity.
					</li>
					<li><b>x-xx s:</b> This is the response threshold. It can be for example 0-5 sec, 6-10 sec, 11-15 sec, >15 sec and it represents the range of time it took to answer calls for this entity.
						<br>You can define your own thresholds and it will show the percentage of calls answered within these thresholds.
					</li>
				</ul>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="red">Missed</b></td>
			<td class="confluenceTd">The missed calls columns are always displayed in shaeds of red. You can re-arrange based on any of the following selection 
				criteria. 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 calls lost for the entity shown.
					</li>
					<li><b>Average duration:</b> The average length of time the caller rang for before being abandoned.
					</li>
					<li><b>x-xx s:</b> This is the duration threshold. It can be for example 0-5 sec, 6-10 sec, 11-15 sec, >15 sec and it represents the range of time the caller rang for before being abandoned.
						<br>You can define your own thresholds and it will show the percentage of calls lost within these thresholds.
					</li>
				</ul>
			</td>
		</tr>
	</tbody>
</table>

<p>You may keep drilling down into the report for more detail e.g. to see which teams are responsible for low responses and
drill down further to see which individuals in the team perform worse.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/target_response_3.png" alt="Target response" />

<p>Then drill down further for to see details of which users are letting the team down.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/target_response_4.png" alt="Target response" />

Note
NOTE: You can change the default response thresholds appearing on your headers, by adding a Threshold option while creating your report.

HTML

<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" />

that were abandoned within each predefined target, e.g. if 50% is displayed under the 0-5s heading, half of all calls were abandoned sooner than 5 seconds
You can define your own thresholds in the
Referencemacro
Label Options
section of the report wizard (above)

Each entity is shown as a hyperlink which, if clicked on, re-runs the report to include only call information pertaining to that entity, allowing you to inspect the performance of specific teams and individual users.

Screenshotmacro

Border	false
URL	/download/attachments/4817259/target_response_3.png

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

Target Response

Versions Compared

Old Version 19

New Version Current

Key

Running the report

Selecting the reporting period

Selecting the reporting entity

Site

Group

Group

User

User

Selecting the report filters

Account code

Call type

Carrier

CLI

Cost

Destination

Dialled number

Duration

LCR code

Response

Start time

Trunk access code

Selecting the report options

Exclude weekends

Exclude transfers

Hide unused

Sort order

Sort results by

Ignore short missed

calls

Creating the report

The report's results