...
The Missed Calls report analyses your missed calls in order to see highlight which callers have and haven't been responded to. Each missed call is given a priority rating depending on how many times and how often a the caller attempted to make contact. The time window in which a call must be responded to, if it is to be considered handled, is user-definable.
The report has two clear tabs, Missed and Handled calls. The Missed calls tab shows calls that were missed but never responded to. The Handled calls tab shows calls that were missed initially but eventually responded to. This report is ideal for identifying lost calls and lost business.
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Running the report
On the the Reports screen screen, click on Missed Calls in the reports list and then press the select the Missed calls 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
drop-down list and specifying your own , , and 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 |
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| Filter | SitesSite |
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| Value | All sites |
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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 |
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| Filter | GroupsGroup |
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| Value | All groups |
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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.
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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 |
|---|
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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 |
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| Filter | Call type |
|---|
| Value | All calls |
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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 |
|---|
|
...
one carrier, there will be no drop-down list available and no option to choose a |
...
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 |
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| Filter | CLI |
|---|
| Value | 02072652600 |
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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
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. :
This filter allows you to You can specify a range (-) or use comparison operators (cost range by using the symbol; to specify limits, use the comparison operators, >, <, ! and *)and
.
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
, as shown below:
| Reporting_filter |
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| Filter | Destination |
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| Value | !France* |
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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 |
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| Filter | Dialled number |
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| Value | 0033 |
|---|
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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
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 *).
desired duration in seconds.
You can specify a duration range by using the symbol; to specify limits, use the comparison operators, >, <, and
.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.
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
symbol as a wildcard in digit pattern matching. For example, to exclude calls made using all LCR codes beginning , you could enter . 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 |
|---|
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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 symbol and; to specify limits, use the comparison operators, >, <, and
.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:
...
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
This option allows you to To exclude weekend calls from any results shown. If you would like to exclude weekend calls, simply select the tickbox to exclude weekend callsyour report's results, select the
option.
Summary only
When running a report, you may not want to display in the results every call lost. If you want to only show To show only a summary of lost your missed calls - , instead of listing all calls - an itemised list, tick the box
, as shown below:
...
Tick this option if you do not want to replace dialled numbers, CLIs and account codes with their equivalent associated names, as defined in your web user's contacts list(s).
| Reporting_option |
|---|
| Option | Don't replace numbers with contact names |
|---|
|
Notes only
This Tick this option allows if you want your search results to display include only calls that have notes stored against associated with them.
Audio only
This Tick this option allows if you want your search results to display include only calls that have a an associated voice recording file associated to them.
Sort order
Choose whether you would like from the Sort order drop-down list whether you want the results of the your report to appear in ascending or descending order, by selecting from the drop-down box.
| Reporting_filter |
|---|
| Filter | Sort order |
|---|
| Value | Ascending |
|---|
|
Sort results by
You may choose the order in which results are sorted, by selecting the appropriate option from the list providedTo 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 | Date & time |
|---|
|
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 enter
in the box provided:
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Callback interval
This options option allows you to define, in hours, the time window in which a call must be responded to, in order to be cosidered as handled (in hours i.e. 24 = 24 hours)considered handled. The default callback interval is 24 (hours), but you may enter in any number here.your own value, as shown below:
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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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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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.The headers of this report are as followsWeb 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 report consists of two sections:
calls and calls.Missed calls
The
calls tab displays a table containing the calls that were missed and not responded to. Each column header of the table is described below:
| Header | Description |
|---|
| First AttemptThis column displays the attempt | The date and time that of the first missed call was missed. |
| CLI | The Calling Line Identity telephone number of the caller. Note this field will be blank if withheld.remote caller |
| Contact | The person or extension number who missed the call. If several people were callcalled, the word 'Various' will appear here.field will display the caption, |
| Avg ring time | The average duration that the caller held for before hanging up. Note the period is determined by the Call back period set in the Options page e.g. 24 hours.length of time a missed call rang before being abandoned |
| Attempts | The number of times the caller tried to get through attempted to reach the specified contact without success. |
| Priority | The priority field allows you to prioritise those who called most often with the shortest ring time between calls. The priority is determined by is calculated by dividing the difference in time between the first and last call divided attempt by the total number of times they called. |
...
Handled calls
The headers of this report are as followsThe
calls tab displays a table containing the calls that were initially missed but eventually responded to. Each column header of the table is described below:
| Header | Description |
|---|
| Handled | This column displays the The date and time that the call was actually handled. |
| CLI | The Calling Line Identity telephone number of the caller. Note this field will be blank if withheld.remote caller |
| Contact | The person or extension number who missed eventually handled the call. If several were call, the word 'Various' will appear here. |
| Duration | The average duration that the caller held for before hanging up. Note the period is determined by the Call back period set in the Options page e.g. 24 hours.of the handled call |
| Attempts | The number of times the caller tried to get through without success.call attempts made before the call was eventually handled |
| Priority | The priority field allows you to prioritise those who called most often with the shortest ring time between calls. The priority is determined by is calculated by dividing the difference in time between the first and last call divided attempt by the total number of times they called. |
To get more details on the previous lost calls, i.e. missed calls before it was eventually handled, simply click on the call and all calls will be displayed as shown below. The red calls are the earlier missed calls. Any calls shown in green were handled by a later inbound call being answered. Calls shown in blue were handled when someone made an outbound call.
If you would like to go back and view this report for a larger section of the organisation, click on the appropriate link in the breadcrumb, as shown below:-
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<h2>Introduction</h2>
<p>This report allows you to easily report on any missed calls. The report has two clear tabs, <span class="button">Missed</span> and <span class="button">Handled</span> calls.
The <span class="button">Missed</span> calls tab shows calls that were missed but never responded to. The <span class="button">Handled</span> calls tab shows calls that were
missed initially but eventually responded to.</p>
<p>This report is ideal for identifying lost calls and lost business.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/missed_calls_1.png" alt="Missed calls" />
<h2>Running the report</h2>
<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Missed calls</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/missed_calls_2.png" alt="Missed calls" />
<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="Missed calls" />
<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="Missed calls" />
<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="Missed calls" />
<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>
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| 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. |
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<h5>Group</h5>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_2.png" alt="Missed calls" />
<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="Missed calls" />
<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_missed_calls.png" alt="Missed calls" />
<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" />
<h4>Specific Options</h4>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/options_screen_missed_calls.png" alt="Missed calls" />
<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.</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="Missed calls" />
<h5>Summary only</h5>
<p>When running a report, you may not want to display every call lost in the results. If you want to only show a
summary of lost calls, instead of listing all calls, select Summary only as shown below:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/summary_only.png" alt="Missed calls" />
<h5>Don't replace numbers with contact names</h5>
<p>Tick this option if you do not want dialled numbers, CLIs and account codes replaces with their named equivalents, as
they are defined in your web user's contacts list(s).</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/numbers.png" alt="Missed calls" />
<h5>Notes only</h5>
<p>This option allows you to display only show calls that have notes stored against them in the results.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/notes_only.png" alt="Missed calls" />
<h5>Audio only</h5>
<p>This option allows you to display only show calls that have an associated voice recording in the results.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/audio_only.png" alt="Missed calls" />
<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="Missed calls" />
<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_missed_calls.png" alt="Missed calls" />
<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="Missed calls" />
<h5>Callback interval</h5>
<p>This allows you to define the window in which a call must be responded to, in order to be cosidered handled (in hours i.e. 24 = 24 hours)</p>
<p>The default callback interval is 24 hours but you may enter in any number here.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/callback_interval.png" alt="Missed calls" />
<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="Missed calls" />
<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>Missed calls - The results</h2>
<h4>Missed calls</h4>
<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/missed_calls_1.png" alt="Missed calls" />
<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 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>First Attempt</b></td>
<td class="confluenceTd">This column displays the date and time that the first call was missed.</td>
</tr>
<tr>
<td class="confluenceTd"><b>CLI</b></td>
<td class="confluenceTd">The Calling Line Identity of the caller. Note this field will be blank if withheld.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Contact</b></td>
<td class="confluenceTd">The person or extension number who missed the call. If several were call, the word 'Various' will appear here. </td>
</tr>
<tr>
<td class="confluenceTd"><b>Avg ring time</b></td>
<td class="confluenceTd">The average duration that the caller held for before hanging up. Note the period is determined by the Call back period
set in the Options page e.g. 24 hours.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Attempts</b></td>
<td class="confluenceTd">The number of times the caller tried to get through without success.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Priority </b></td>
<td class="confluenceTd">The priority field allows you to prioritise those who called most often with the shortest ring time between calls.
The priority is determined by the difference in time between the first and last call divided by the number of times they called.</td>
</tr>
</tbody>
</table>
<p>Where more than one attempt has been made, simply click to expand and see all attempts.</p>
<h4>Handled calls</h4>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/missed_calls_3.png" alt="Missed calls" />
<p>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>Handled</b></td>
<td class="confluenceTd">This column displays the date and time that the call was actually handled.</td>
</tr>
<tr>
<td class="confluenceTd"><b>CLI</b></td>
<td class="confluenceTd">The Calling Line Identity of the caller. Note this field will be blank if withheld.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Contact</b></td>
<td class="confluenceTd">The person or extension number who missed the call. If several were call, the word 'Various' will appear here.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Duration</b></td>
<td class="confluenceTd">The average duration that the caller held for before hanging up. Note the period is determined by the Call back period
set in the Options page e.g. 24 hours.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Attempts</b></td>
<td class="confluenceTd">The number of times the caller tried to get through without success.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Priority </b></td>
<td class="confluenceTd">The priority field allows you to prioritise those who called most often with the shortest ring time between calls.
The priority is determined by the difference in time between the first and last call divided by the number of times they called.</td>
</tr>
</tbody>
</table>
<p>To get more details on the previous lost calls, i.e. missed calls before it was eventually handled, simply click on the call
and all calls will be displayed as shown below. The red calls are the earlier missed calls. Any calls shown in green were
handled by a later inbound call being answered. Calls shown in blue were handled when someone made an outbound
call.</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_plus/breadcrumb.png" alt="Breadcrumbs" /> |
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Clicking on an individual call will show an itemised list of all call attempts made by that same caller; clicking on the link at the top-right corner of the screen will show this itemised list for all missed calls on the page. |
To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:
| Screenshotmacro |
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| Border | false |
|---|
| Shadow | false |
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| URL | /download/attachments/4817244/breadcrumb.png |
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