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The Target Response report enables you to assess how well calls to your company are answered, compared to user-defined targets. The report provides a visual representation as well as a line-by-line summary of the proportion of calls answered inside and outside your set targets.
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Access the Reports screen, select the Target responseResponse report from the list and click on the button.
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A new window will open, allowing you to configure the parameters of your report:
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Select a report period
For each report, you must specify a time span that covers the calls you want the report to include.
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Choose
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an extension group
To run the report on monitor the call activity for a specific trunk groupdepartment, select it the extension group you want to report on from the drop-down list. To report on all trunksextension groups, select the blank line.
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Select a particular trunk
To report on a particular trunk, enter the trunk number in the box provided.
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Specify an extension (or range)
You can choose to report on a single extension or a range of extensions, by entering the details in the box provided, as shown below:
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Select calls to specific presented numbers
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Enter target threshold
Use this option to define your response time target thresholds. The example below shows the response time targets of 10 seconds.
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Weekend calls
Calls made at weekends may distort the result of the report. To exclude such calls, tick the
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Transferred calls
If you want to report only on direct calls and exclude those transferred from another party, tick the Exclude box, as shown below:
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Creating the report
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The report's results
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When you have selected a reporting period and have chosen the report's criteria, click on the button, as shown below:
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The report's results
Below is an example of this report's output:
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The header of the report will display its title, any friendly name you assigned to it, the period of the report and any options you have selected in the report's selection criteria window.
The body of the report consists of a table displaying a line-by-line summary of your incoming calls for each day during the selected period. Each column header of the table is described below:
| Column header | Description |
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| Day | The date and day of week |
| Answered | The total number of answered calls |
| % in | The percentage of calls answered within the specified target |
| Target | The percentage and a graphical summary showing what proportion of your answered calls were picked up within the specified target |
| % out | This show the percentage of calls outside the specified target |
| Lost | The total number of missed calls |
| Total Calls | The total number of incoming calls (answered and abandoned) |