...

The Inbound Call Performance report will display displays how quickly your inbound call traffic is calls are being answered, compared to predefined answer time thresholds. The report is useful when comparing data your target thresholds, grouped by year, month, day or hour, offering a .  A visual representation of how many calls were answered inside each threshold, alongside tabular datawell each target is met is shown alongside a table containing the actual response time values.

...

If both a site and group have been selected, you can further limit the report's results to include only calls by involving a particular user, by selecting it 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. To , or to run the report immediately without doing so, click the click the Finish button.

Selecting the report filters

...

Account code

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

...

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

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).

...

Hide unused

To exclude unused extension extensions from your report's results, select the Hide unused option.

Thresholds

Define the threshold for your response time target threshold(s) by entering a value comma-separated values in the text box provided. The example below shows the response times time targets for calls answered within 5, 10 and 20 seconds, respectively.

...

Select the time period by which you want to group the calls: hour, day, month or yearyour calls.

...

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

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

...

<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.

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 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 achievement of each response time target is displayed as either percentages or actual values, and can be toggled using the link at the top-right of the graph.

The body of the report consists of a table showing a summary of the handling of your incoming calls on each day during , grouped by the period you selected. Each line (or day) shows the following informationA description of the column headers are shown below:

: green section of the graph shows the % of calls answered while the red section shows the % that were missed.The missed calls column is always displayed as red. It allows you to re-order your call detail based on whichever of the following criteria is most important: for the day/time period alongside a call for being

Header	Description
Hour / Day This show the day of the month that the calls relate to. Each day is a hyper-link. To drill-down and get an hour-by-hour breakdown of calls, simply click on the day./ Month / Year	The time period.
	The total number of calls that dayin each period.
Answered The answered calls columm is always displayed in green. It allows you to re-order the Inbound call performance report based on incoming call information. You can re-arrange based on any of the following selection criteria:	Ans: The total number of answered calls taken that day in each period. Avg durn: The average length of an incoming answered call time of all answered calls in each period. Avg resp: The average response time for calls to the entity alongside of all answered calls in each period. Max resp: The maximum response time for calls to the entity alongside it took to answer a call in each period. x-xx s: This shows the % The percentage of calls that were answered within target with the target being defined here as (x-xx s). each predefined target, e.g. e.g. If 68% if Keywordmacro Label 50% is displayed under the ' Referencemacro Label 0- 5 s' 5s heading, that means that 68% half of all calls were answered in less than within 5 seconds. If the next threshold showed 15% under the heading 6 - 10 s, then 15% of calls were answered in between 6 and 10 seconds.
%		The	Missed	number of answered versus missed calls within each period, expressed as a percentage.
Missed	Image Modified: The total number of missed calls	in each period. Avg durn: The average length of time that	missed	calls rang	before	they were abandoned.

You may keep drilling down into the report for more detail e.g. to see hour-by-hour breakdowns as shown here.Each period is shown as a hyperlink which, if clicked on, re-runs the report using a more granular period.

If you would like to go back and view this report for a larger section of the organisationTo modify your report to cover a larger organisational scope, click on the appropriate link in the breadcrumb, an element of the breadcrumb as shown below:-

...