The Enterprise

Overview report is an interactive, click-able report

, showing call summaries for each type of call

- inbound, outbound and missed

. The report is useful for comparing call statistics between different parts of your organisation and allows you to drill-down

into

each value to see the same call

information for

subsequent groups or

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

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Running the report

On the Reports screen,

select the Enterprise overview report from the left-hand pane and click the Select this report button.

A new window will appear, where you can

set the

parameters of your report.

Selecting the reporting period

For each report, you must specify a time span that covers the calls you want the report to include. This is

known as the "

reporting period".

There are several preset

reporting periods available for selection, based on the standard Gregorian calendar. The following table describes how the start and end times are defined for each preset period:

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

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

reporting period, click on the Next button to set

additional report

parameters and options, or select the Finish button to run the report immediately.

Selecting the reporting entity

The 

Reporting entity

parameter allows you to select

the part of your organisation

whose calls the report should include, e.g. a site, a group or an individual user.

Site

To report on a particular site, select

it from the drop-down list

or select All sites .

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.

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

have been selected, you can

further limit the report's results to include only calls involving a particular user, by selecting that user from the drop-down list

.

Once you have

selected the scope of your report

,

 click on

the Next

 button to set

additional report parameters and options, or to run the report immediately, click the Finish button.

Selecting the report filters

You can limit the results of your report by choosing one or more of the following filters:

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

To produce a

report consisting only of

calls that were made using a particular account code, enter

the account code in the field provided.

To report on more than one account code,

separate each code using a comma

.

Call type

This filter allows you to define the type of call you

want to report on

, in terms of where the call originated and where it was delivered, e.g. incoming, outgoing, internal etc.  To report on all types of call, set this to All calls.

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

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

CLI

Calling Line Identification (CLI) is

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

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

could enter 02072652600.

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

could use !020726526*

. To report on more than one CLI,

use a comma to separate

each entry.

Cost

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

:

You can specify a

cost range by using the 

and 

Destination

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

type the name of the destination in the

text box provided. This filter accepts the

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

For example, if you

wanted to exclude all calls to France, you could enter

Dialled number

To filter calls to a specific dialled number, type

it in the text box provided. The dialled number

is defined as the number that is dialled (in the case of an outbound call), or the DDI number that the remote party dialled to reach a particular extension or group (in the case of an inbound call).

To filter calls to a specific area, a partial number

can be entered (e.g. 0033

 for calls to France).

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

Duration

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

desired duration in seconds.

You can specify a duration range by using the 

In the above example, the

report will

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

LCR code

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

code,

enter it in the text box provided.

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 

Response

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

, measured in seconds. Specify the desired response time threshold

in the text box provided

.

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

greater than 10 seconds. 

You can specify a response time range by using the 

Start time

This option allows you to filter calls based on the

time

the call

started.

Specify the start time in the

text box provided

using

the hh:mm:ss format.

For example,

to include only calls

that began after 10

am, you

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

Trunk access code

If

your telephone system uses trunk access codes to connect calls using specific channels, you can limit your report's results to include only calls made using those codes. Specify the trunk access code in the text box provided.

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 

Selecting the report options

This section

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

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

Exclude weekends

To exclude weekend calls from

your report's results,

select the 

Exclude transfers

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

Hide unused

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

Sort order

Choose from the

Sort results by

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

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 

Keywordmacro
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in the box provided:

.

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Selecting the report format

This section allows you to choose the

media format of your completed report.

The formats available are 

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

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Creating the report

When you have

selected a reporting period

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

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

As with all reports

produced by TIM Plus, each page of the report includes the following information:

• the report's title
• the date and time

• that the report was generated
• the name of the report, if applicable

The

Site level

At site level, the report will

show call summary information for each site, as shown below:

Group

level

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:

At all organisational levels, the body of the report consists of

a table containing call summary information about each

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

Image Removed: Shows the number of incoming calls that were successfully answered by extensions in the group. Transferred calls are included in this total.

• 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.

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:

Itemised list

By clicking on the hyperlink of a particular

user, a new report is produced

that shows - in chronological order -

an itemised list of calls made or received by that

user, as shown below:

The

headers of the itemised call table are described below:

Image Removed

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