Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

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

Introduction

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

extension

users. Totals, maximums and averages are displayed at the foot of each column.

Screenshotmacro
Borderfalse
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
Borderfalse
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 over

For 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
Borderfalse
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 follows

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:

PeriodDescription
TodayThe 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.
YesterdayThe 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 weekThe 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 weekThe 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 monthThe 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 monthThe 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 12
previous month. The year is set to the current year, unless it is
a new year
currently January, in which case, the previous year is
reduced by one
used. The start and end times are set to 00:00:00 and 23:59:59 respectively.
This yearThe 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 callsThe 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 periodEnter the start and end dates and times into the boxes below. The start and end times are linked to their respective dates.If you want to be more specific, you can choose the Custom period from the drop-down list. This option will allow you to define the Start date and End date yourself, as well as the Start time and End time of the calls

In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the

Referencemacro
LabelPeriod
 drop-down list and specifying your own  
Referencemacro
LabelStart date
Referencemacro
LabelStart time
Referencemacro
LabelEnd date
 and 
Referencemacro
LabelEnd time
of the period you want to report on.

Screenshotmacro
Borderfalse
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
Borderfalse
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 .

Reporting_filter
Filter

Sites

Site
ValueAll 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.

Reporting_filter
Filter

Groups

Group
ValueAll groups

Please 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

.

Reporting_filter
FilterUser
ValueAll 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

the

the 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
Borderfalse
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
FilterAccount code
Value0140

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
FilterCall type
ValueAll 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 carriers

limit the results to include only calls that were made using a specific carrier.

Reporting_filter
FilterCarrier
ValueAll carriers

Info

If you use only

use

one carrier, there will be no drop-down list available and no option to choose a

different

carrier.

CLI
The Caller

Calling Line Identification (CLI) is

a phone number that calls your organisation. This is sometimes withheld by the person making the call.You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI. For example, for

the telephone number of the remote caller in an incoming call scenario.

You can report on calls that originate from a specific CLI or those whose CLI matches a particular pattern of digits. For example, to report on all incoming calls from Tri-Line, you

would

could enter 02072652600.

Reporting_filter
FilterCLI
Value02072652600

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

Referencemacro
Label*
 symbol as a wildcard in digit pattern matching.  For example, to exclude calls from Tri-Line, but include all others, you

would

could use !020726526*

)

. To report on more than one CLI,

user

use a comma to separate

the entries

each entry.

Cost
If you want to add a filter for call costs, type in the cost you wish to define

You can define a cost filter to include calls above or below specific values by entering your criteria, as shown below

:

Reporting_filter
FilterCost
Value<2.00

This filter allows you to

You can specify a

range (-) or use comparison operators (

cost range by using the 

Referencemacro
Label-
 symbol; to specify limits, use the comparison operators, >, <,

! and *)

and 

Referencemacro
Label!
 .

Destination

If you want to filter calls to a specific, known destination,

you can

type the name of the destination in the

field

text box provided. This filter accepts the

comparison operators

! and * symbols for excluding values and specifying partial matches, respectively.

For example, if you

want

wanted to exclude all calls to France, you could enter

Keywordmacro
Label!France*
, as shown below:

Reporting_filter
FilterDestination
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 extension

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

may

can be entered (e.g. 0033

, for

 for calls to France).

 

Reporting_filter
FilterDialled number
Value0033

This filter accepts the comparison operators ! and (e.g. to exclude calls to 0207 265, enter !0207265* ).

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

Referencemacro
Label*
 symbol as a wildcard in digit pattern matching.  For example, to exclude calls to Tri-Line, but include all others, you could use !020726526*). To report on more than one dialled number, use a comma to separate each entry.

Duration

To filter calls above or below a particular duration, enter the

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

Reporting_filter
FilterDuration
Value>1800

desired duration in seconds.

Reporting_filter
FilterDuration
Value>1800

You can specify a duration range by using the 

Referencemacro
Label-
 symbol; to specify limits, use the comparison operators, ><, and 
Referencemacro
Label!
 .

In the above example, the

filter

report will

look for

return only calls longer than 1800 seconds (30 minutes).

Alternatively, you may want to exclude calls below a certain threshold (e.g. below 3 seconds).

LCR code
If you are using

To filter your results to include only calls that used a Least Cost Routing (LCR)

, you may want to filter your results the by LCR

code,

in order to check a bill from your LCR provider. To do this, enter the LCR code

enter it in the text box provided.

Reporting_filter
FilterLCR code
Value162

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

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

Referencemacro
Label*
 symbol as a wildcard in digit pattern matching.  For example, to exclude calls made using all LCR codes beginning
Referencemacro
Label162
, you could enter
Keywordmacro
Label!162*
To report on more than one LCR code, use a comma to separate each entry.

Response

This option allows you to filter calls based on their response time

.The results will be filtered according to the

, measured in seconds. Specify the desired response time threshold

that you define

in the text box provided

field

.

The threshold you specify will be measured in seconds.

Reporting_filter
FilterResponse time
Value>10

In the above example, the search results will display calls that have a response time

above

greater than 10 seconds. 

You can specify a response time range by using the 

Referencemacro
Label-
 symbol and; to specify limits, use the comparison operators, ><, and 
Referencemacro
Label!
 .

Start time

This option allows you to filter calls based on the

start

time

of

the call

, which is basically the time of day the call

started.

Enter your preferred

Specify the start time in the

field

text box provided

,

using

the following format

the hh:mm:ss format.

For example,

if you want your results

to include only calls

logged

that began after 10

a.m. only

am, you

need to

could enter 10:00:00 in the Start time field, as shown below:

Reporting_filter
FilterStart time
Value10:00:00

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
FilterTrunk access code
Value9

This filter accepts the comparison operators ! and *.

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

Referencemacro
Label*
 symbol as a wildcard in digit pattern matching. For example, to exclude calls made using the
Referencemacro
Label9
 trunk access code, you could enter 
Keywordmacro
Label!9
To report on more than one trunk access code, use a comma to separate each entry.

Selecting the report options

This section

allows

enables you to further narrow down your report results, by excluding certain types of calls

or sorting the

. It also allows you to sort the report's results in a particular manner.

The filters are fairly self-explanatory. For example, if you would like to exclude weekend calls from the report, simply tick the option to exclude weekend calls. If you would like to ignore missed calls shorter than a specific duration, simply enter the duration in the box.

Screenshotmacro
Borderfalse
URL

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 calls

select the 

Referencemacro
LabelExclude weekends
 option.

Reporting_option
OptionExclude weekends

Exclude transfers
Select this option if you would like to exclude transfers from the search results. For example if you want to see only how well calls were answered when first presented, you would choose to exclude transfers

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

Referencemacro
LabelExclude transfers
 option.

Reporting_option
OptionExclude transfers

Hide unused
Tick this option if you would like to exclude any entity which has not been used

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

Reporting_option
OptionHide unused

Sort order
Expanding the drop-down list available, you can choose whether you would like

Choose from the

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

Reporting_filter
FilterSort order
ValueAscending
OptionSort 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 

Referencemacro
LabelSort results by
 drop-down list.

Reporting_filter
FilterSort results by
ValueName

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 

Keywordmacro
Label3

in the box provided:

.

Screenshotmacro
Borderfalse
Shadowfalse
URL/download/attachments/4817244/ignore_missed_calls.png

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 

Referencemacro
LabelWeb
Referencemacro
LabelPDF
Referencemacro
LabelExcel
Referencemacro
LabelCSV
 and 
Referencemacro
LabelXML
.

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 now
  • schedule the report for future delivery

    and have chosen any filters and options, you can either run the report immediately by clicking on the

    Buttonmacro
    LabelRun now
     button, or schedule it for future delivery.

    Screenshotmacro
    Borderfalse
    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

    Referencemacro
    LabelWeb
    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
    Borderfalse
    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
    Borderfalse
    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
    Borderfalse
    URL/download/attachments/4817254/enterprise_overview_

    3

    4.png

    The

    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 right

    entity. The column headers of this table are described below:

    AnsweredThe 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:
  • SquiggleImage 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.
    HeaderDescription
    Site/Extension GroupIf 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.MissedThe 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:
    • SquiggleImage 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

    • SquiggleImage Added: The total number of missed calls
    • Avg duration: The average duration of all missed calls (in seconds)

    Answered

    • SquiggleImage 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.OutboundThe 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

    • SquiggleImage 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
    • The average duration of
    an
    • all outgoing calls
    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.
    Tip

    In addition to

    the

    summary information, totals and averages

    of all

    for each call

    types

    type are shown in the footer

    for

    of each column.

    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
    Borderfalse
    URL/download/attachments/4817254/enterprise_overview_4.png

    Itemised list

    Finally, by

    By clicking on the hyperlink of a particular

    extension

    user, 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
    Borderfalse
    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 represents

    headers of the itemised call table are described below:

    HeaderDescription
    Date & Time
    Shows the
    The date and time the
    calls was
    call started
    .
    Source
    Details of
    The place from where the call originated
    .
    CLI
    Shows
    The telephone number of the
    caller line identity of the incoming call.DestinationFor outgoing calls, shows the destination of the call; for other calls, shows the type of call, e.g. unanswered, abandoned, internal, feature call.ResponseThe 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 [ ]
    ResponseThe length of time it took for the call to be answered (i.e. the response time
    .
    )
    Duration
    Shows the
    The duration of the call (in hours, minutes and seconds
    .
    )
    Cost
    Shows the
    The cost of the call
    .
    Listen to the recording buttonImage RemovedShows 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
    Borderfalse
    Shadowfalse
    URL/download/attachments/4817244/breadcrumb.png