...
The Enterprise
overview Overview report is an interactive, click-able report
which begins with a complete summary of all site or extension groups, showing call summaries for each type of call
type (- inbound, outbound and missed
calls). Identify the areas of your business you want to inspect, and simply '. The report is useful for comparing call statistics between different parts of your organisation and allows you to drill-down
' into
them each value to see the same call
summary information for
each subgroup subsequent groups or
extensionusers. Totals, maximums and averages are displayed at the foot of each column.
Screenshotmacro |
---|
Border | false |
---|
URL | /download/attachments/4817254/enterprise_overview_1.png |
---|
|
HTML |
---|
<a id="Running the report"></a> |
Running the report
On the Reports screen,
click on Enterprise Overview in the reports list and then press select the Enterprise overview report from the left-hand pane and click the Select this report button.
Screenshotmacro |
---|
Border | false |
---|
URL | /download/attachments/4817254/enterprise_overview_2.png |
---|
|
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".
Screenshotmacro |
---|
Border | false |
---|
URL | /download/attachments/4817244/period_general.png |
---|
|
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 |
. 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 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. Screenshotmacro |
---|
Border | false |
---|
URL | /download/attachments/4817245/account_summary_3.png |
---|
|
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.
Screenshotmacro |
---|
Border | false |
---|
URL | /download/attachments/4817244/entity_general.png |
---|
|
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 .
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
There is no limit to the number of groups you can create on one site. Groups, like sites are available as a drop-down list. You can choose to report on a specific group or leave the default setting as All groups.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.
GroupsPlease note that the drop-down list for each group will appear only if a site has already been selected.
User
Once 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.
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 Next
button 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:
Screenshotmacro |
---|
Border | false |
---|
URL | /download/attachments/4817244/filter_general.png |
---|
|
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 |
---|
|
use one carrier, there will be no drop-down list available and no option to choose a |
different 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
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 |
---|
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
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 |
---|
|
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:
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
symbol as a wildcard in digit pattern matching. For example, to exclude calls made using the trunk access code, you could enter . 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.http:/docs.tri-line.com:8090/download/attachments/4817254/enterprise_overview_options.png |
|
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
option.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
option.Hide unused
Tick this option if you would like to exclude any entity which has not been usedTo exclude unused extensions from your report's results, select the Hide unused option.
Sort order
Expanding the drop-down list available, you can choose whether you would like Choose from the
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
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
drop-down list. Reporting_filter |
---|
Filter | Sort results by |
---|
Value | Name |
---|
|
Ignore short missed calls
shorter thanIf you would like to exclude 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: .
Screenshotmacro |
---|
Border | false |
---|
Shadow | false |
---|
URL | /download/attachments/4817244/ignore_missed_calls.png |
---|
|
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
, , , and .More details about each report format are available in the Setting the report format section above.
HTML |
---|
<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:run the report nowschedule the report for future deliveryand have chosen any filters and options, you can either run the report immediately by clicking on the
button, or schedule it for future delivery. Screenshotmacro |
---|
Border | false |
---|
URL | /download/attachments/4817244/creating_the_report.png |
---|
|
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.
HTML |
---|
<a id="The report's results"></a> |
The report's results
The results of the report will display as show a complete summary of all site or extension groups, showing call summaries for each call type (inbound, outbound and missed calls).The WEB format of the report 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 clickedcall volumes - organised by call type - for the report entity you selected. 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
In WEB format, The
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 Web format allows you to see the results of the report can be viewed at different oraganisational organisational levels: site level, group level, user level and as an itemised list.Site level
At site level, the report will
appear as below.show call summary information for each site, as shown below:
Screenshotmacro |
---|
Border | false |
---|
URL | /download/attachments/4817254/enterprise_overview_1.png |
---|
|
Group
LevelYou can click on any site to drill-down to the user group information. The example below shows the report's results at the user level, for the London site.level
By clicking on a site, you can drill down into group-level information, as shown below:
Screenshotmacro |
---|
Border | false |
---|
URL | /download/attachments/4817254/enterprise_overview_3.png |
---|
|
User level
When drilling down into a group, a new report is produced, showing the same summary information for each individual user within that group, as shown below:
Screenshotmacro |
---|
Border | false |
---|
URL | /download/attachments/4817254/enterprise_overview_ |
---|
|
3The At all organisational levels, the body of the report consists of
detailed a table containing call summary information about each
extension group (or individual extension if you already selected an extension group during the criteria selection process). A description of each column header is described here, in order from left to rightentity. The column headers of this table are described below:
Answered | The answered calls columm is always displayed in green. It allows you to re-order the Call analysis report based on incoming call information. You can re-arrange based on any of the following selection criteria:Image Removed: Shows the number of incoming calls that were successfully answered by extensions in the group. Transferred calls are included in this total.Total duration: This column shows the total duration of all incoming calls by all extensions in the group.Site/Extension Group | If reporting on more than one site, the first screen will by default show site information. If reporting on a single site only, the report will display the extension group by default. You can drill-down to the extension group level, by clicking on the individual site name. If an extension group is missing from this list, then the system did not find any calls made or received by any extension in that group. |
Missed | The missed calls column is always displayed as red. It allows you to re-order your call analysis detail based on whichever of the following criteria is most important:- Image Removed: Shows how many unanswered (or abandoned) calls lost by all active extensions in the particular group displayed.
- Avg duration: Shows the average duration of missed calls for the group displayed alongside.
|
Name | The name of the entity for each line of data |
Missed | - Image Added: The total number of missed calls
- Avg duration: The average duration of all missed calls (in seconds)
|
Answered | - Image Added: The number of incoming calls answered by extensions within the selected entity, including transferred calls
- Total duration: The total duration of all incoming calls (in hours, minutes and seconds)
- Avg duration: The average duration of all incoming calls
|
for the group.- (in hours, minutes and seconds)
- Avg response: The average time taken to respond to
|
calls for the group/extension displayed.Outbound | The outbound calls column is always displayed in blue. It shows the total number of calls for each half hour, the maximum, average and total duration for calls in that half hour and average and total cost of calls made in that half hour. It also allows you to re-order the Call analysis report based on this outbound call information. You can re-arrange based on any of the following selection criteria:- all incoming calls (in seconds)
|
Outbound | - Image Modified: The number of outbound calls
|
made by the extension group.- Total duration: The total
|
aggregate - duration of all outgoing calls
|
by all active extensions in the group.- (in hours, minutes and seconds)
- Avg duration:
|
Average an by all extensions in the group.- (in hours, minutes and seconds)
- Total cost:
|
Total - The total aggregate cost of all outbound calls
|
made by all active extensions in the extension group. the summary information, totals and averages |
of all types type are shown in the footer |
for User level
To see the information for each individual extension in a particular group, click on the extension group you're interested in, and a new report will be produced showing the same summary information for each individual extension in the selected group, as shown below:
Screenshotmacro |
---|
Border | false |
---|
URL | /download/attachments/4817254/enterprise_overview_4.png |
---|
|
Itemised list
Finally, by By clicking on the hyperlink of a particular
extensionuser, a new report is produced
again, showing that shows - in chronological order -
the actual calls that were an itemised list of calls made or received by that
particular extension.user, as shown below:
Screenshotmacro |
---|
Border | false |
---|
URL | /download/attachments/4817254/enterprise_overview_5.png |
---|
|
The
output for this is slightly different than the previous summary screens and rather than a summary information, the calls are presented as an itemised list. The table below explains what each column representsheaders of the itemised call table are described below:
Header | Description |
---|
Date & Time |
Shows the calls was .Details of The place from where the call originated |
.Shows The telephone number of the |
caller line identity of the incoming call.Destination | For outgoing calls, shows the destination of the call; for other calls, shows the type of call, e.g. unanswered, abandoned, internal, feature call. |
Response | The response field shows the length of time it took before the call was answered remote caller for inbound calls |
Route |
Shows the number that was dialled, in the case of an outgoing or internal call. | The information displayed in this field is determined by the type of call: - for incoming calls, this shows the CLI of the caller
- for incoming internal calls, this shows either the caller's username or extension number
- for outgoing calls, this shows the dialled number
|
Destination | The information displayed in this field is determined by the type of call: - for incoming calls, this shows the name of the user whose extension answered the call, or the extension number if not available
- for outgoing calls, this shows the geographical location that was dialled, or an alias if defined in your contacts list
- for internal calls, this shows the extension that was dialled, enclosed in square brackets [ ]
|
Response | The length of time it took for the call to be answered (i.e. the response time |
.Shows the The duration of the call (in hours, minutes and seconds |
.Shows the .Image Removed | Shows only if there is a recording associated with the call. To play, simply click on this icon. |
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, 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 |
---|
|