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<h2>Introduction</h2>

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

<p>The Daily activity report provides a summary showing the total volume of
 all inbound, outbound and lost calls for each day. This report is 
ideal when trying to identity call trends, busy days and even for 
allocating staff resources.</p>

<h2>Understanding the Results</h2>

<p>When selecting <span class="reference">Web</span> as the output format, this report will appear as above.</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>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. 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>Day</b></td>
			<td class="confluenceTd">This column shows the date referred to in the summary of calls alongside.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="green">Inbound</b></td>
			<td class="confluenceTd">The answered calls columm is always displayed in 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 on the date shown. 
					</li>
					<li><b>Total duration:</b> This column would show the total length of time spent on incoming calls on this day. Just click on the header to re-order the column.
					</li>
					<li><b>Average duration:</b> The average call duration of inbound calls on the date shown alongside.
					</li>
					<li><b>Average response:</b> ..............................................................
					</li>
					<li><b>Duration Avg:</b> This column shows how long the average caller waited before abandoning the call (in hours, minutes, seconds).<br> Select this option if you want to sort your missed call in order of 
						the average number of missed calls in any half-our time slot. By clicking again the report will alternate between decending and ascending order for average number of missed calls. How long the average 
						caller waited before abandoning the call (in seconds).
					</li>
				</ul>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="red">Missed</b></td>
			<td class="confluenceTd">The missed calls column is always displayed as red. It allows you to re-order your details based on the total number of missed calls for the date shown alongside.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="blue">Outbound</b></td>
			<td class="confluenceTd">The outbound calls column is always displayed in blue. 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 outbound calls on the date shown. 
					</li>
					<li><b>Total duration:</b> This column would show the total length of time spent on outbound calls on this day. Just click on the header to re-order the column.
					</li>
					<li><b>Average duration:</b> The average call duration of outbound calls on the date shown alongside.
					</li>
					<li><b>Cost</b> This is the total cost of calls made on this day. Please note that on multi-national sites the cost would normally be set to appear in local currency.
					</li>
				</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" />

Report_summary

Task1	Introduction
Task2	Running the report
Task3	Creating the report
Task4	The report's results

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<a id="Introduction"></a>

Introduction

The Daily Activity report provides a summary showing the volume of all inbound, outbound and missed calls for each day. It is useful for organisations whose call traffic fluctuates throughout the year because, by identifying your busiest periods, it allows you to more effectively plan your staffing requirements.

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Running the report

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

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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".

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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

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Label	Period

drop-down list and specifying your own

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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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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.

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Site

To report on a particular site, select it from the drop-down list or select All sites .

Reporting_filter

Filter	Site
Value	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.

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 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:

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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

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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 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:

Reporting_filter

Filter	Cost
Value	<2.00

You can specify a cost range by using the

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Label	-

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

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Label	!

.

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

Keywordmacro

Label	!France*

, 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

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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 desired duration in seconds.

Reporting_filter

Filter	Duration
Value	>1800

You can specify a duration range by using the

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Label	-

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

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Label	!

.

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.

Reporting_filter

Filter	LCR code
Value	162

You can use the ! symbol to explicitly exclude a LCR code 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 made using all LCR codes beginning

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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, 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

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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 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

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 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.

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Exclude weekends

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

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Label	Exclude weekends

option.

Reporting_option

Option	Exclude weekends

Exclude transfers

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

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Label	Exclude transfers

option.

Reporting_option

Option	Exclude transfers

Sort order

Choose from the

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Label	Sort order

drop-down list whether you want the results of the report to appear in ascending or descending order.

Reporting_filter

Filter	Sort order
Value	Ascending
Option	Sort order

Sort results by

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

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Label	Sort results by

drop-down list.

Reporting_filter

Filter	Sort results by
Value	Day

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 a duration threshold in the text box provided, e.g. to ignore calls below 3 seconds, enter

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Label	3

.

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Selecting the report format

This section allows you to choose the media format of your completed report. The formats available are

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,

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Label	PDF

,

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,

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and

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Label	XML

.

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

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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

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Label	Run now

button, or schedule it for future delivery.

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

The report's results

Below is an example of this report's output in

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Label	Web

format, showing the total volume of all inbound, outbound and missed calls for each day.

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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

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Label	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. 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.

The body of the report consists of a table showing a summary of your incoming and outgoing calls for each day during the period you selected. Each row shows the following information:

Header	Description
Day	The day of the week that the data covers
Inbound	Image Added: The total volume of calls received Total duration: The total length of time spent on incoming calls Average duration: The average call duration of inbound calls Average response: The average length of time taken to answer a call Duration Avg: The average length of time a caller waited before abandoning the call (in hours, minutes, seconds)
Missed	The missed calls column is always displayed as red. It allows you to re-order your details based on the total number of missed calls for the date shown.
Outbound	Image Added: The total volume of outbound calls Total duration: The total length of time spent on outbound calls Average duration: The average duration of outbound calls Cost: The total cost of all calls made, irrespective of each call's local currency

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

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Daily Activity

Versions Compared

Old Version 2

New Version Current

Key

Introduction

Running the report

Selecting the reporting period

Selecting the reporting entity

Site

Group

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

Sort order

Sort results by

Ignore short missed calls

Selecting the report format

Creating the report

The report's results