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<a id="Introduction"></a> |
Introduction
The Custom report
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allows a wide range of options and filtering criteria to be selected, enabling you to search for very specific phone calls. The results are displayed as an itemised list, grouped by call type: All, Outbound, Answered, Missed, Internal and Tandem.
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<a id="Running the report"></a> |
Running the report
On the Reports screen,
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select Custom report
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from the left-hand pane and click the button.
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A new window will appear, where you can
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set the
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parameters of your report.
Selecting the reporting period
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For each report, you must specify a time span that covers the calls you want the report to include. This is
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known as the "
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reporting period".
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There are several preset
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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:
| Period | Description |
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| 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) |
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| . 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 |
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| : The day is set to |
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| the first day of the month. The month is set to the |
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| previous month. The year is set to the current year, unless it is |
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| currently January, in which case, the previous year is |
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| used. 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 |
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| dates and |
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| times of the first and last call in the entire call database, respectively. |
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In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the
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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
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reporting period, click on the button to set
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additional report
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parameters and options, or select the button to run the report immediately.
Selecting the reporting entity
The
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Reporting entity
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parameter allows you to select
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the part of your organisation
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whose calls the report should include, e.g. a site, a group or an individual user.
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Site
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To report on a particular site, select
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it from the drop-down list
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or select All sites .
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Group
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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.
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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
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User
If both a site and group
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have been selected, you can
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further limit the report's results to include only calls involving a particular user, by selecting that user from the drop-down list
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.
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Once you have
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selected the scope of your report
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,
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click on
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the
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button to set
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additional report parameters and options, or to run the report immediately, click the button.
Selecting the report filters
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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 thebutton to skip.
Please find a brief description of all filters below:
Account code
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To produce a
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report consisting only of
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calls that were made using a particular account code, enter
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the account code in the field provided.
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To report on more than one account code,
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separate each code using a comma
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.
Call type
This filter allows you to define the type of call you
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want to report on
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, 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.
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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
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limit the results to include only calls that were made using a specific carrier.
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If you use only |
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one carrier, there will be no drop-down list available and no option to choose a |
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carrier. |
CLI
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Calling Line Identification (CLI) is
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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
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could enter 02072652600.
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You can use the ! symbol to explicitly exclude a CLI from the report's results, and/or the
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could use !020726526*
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. To report on more than one CLI,
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use a comma to separate
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each entry.
Cost
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You can define a cost filter to include calls above or below specific values by entering your criteria, as shown below
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:
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You can specify a
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cost range by using the
symbol; to specify limits, use the comparison operators, >, <, Referencemacro Label -
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and
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Destination
If you want to filter calls to a specific, known destination,
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type the name of the destination in the
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text box provided. This filter accepts the
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! and * symbols for excluding values and specifying partial matches, respectively.
For example, if you
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wanted to exclude all calls to France, you could enter
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Dialled number
To filter calls to a specific dialled number, type
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it in the text box provided. The dialled number
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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
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can be entered (e.g. 0033
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for calls to France).
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You can use the ! symbol to explicitly exclude a dialled number from the report's results, and/or the
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Duration
To filter calls above or below a particular duration, enter the
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desired duration in seconds.
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You can specify a duration range by using the
symbol; to specify limits, use the comparison operators, >, <, and Referencemacro Label -
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In the above example, the
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report will
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return only calls longer than 1800 seconds (30 minutes).
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LCR code
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To filter your results to include only calls that used a Least Cost Routing (LCR)
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code,
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enter it in the text box provided.
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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
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Response
This option allows you to filter calls based on their response time
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, measured in seconds. Specify the desired response time threshold
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in the text box provided
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In the above example, the search results will display calls that have a response time
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greater than 10 seconds.
You can specify a response time range by using the
symbol and; to specify limits, use the comparison operators, >, <, and Referencemacro Label -
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Start time
This option allows you to filter calls based on the
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time
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the call
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started.
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Specify the start time in the
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text box provided
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using
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the hh:mm:ss format.
For example,
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to include only calls
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that began after 10
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am, you
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could enter 10:00:00 in the Start time field, as shown below:
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Trunk access code
If
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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.
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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
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Selecting the report options
This section
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enables you to further narrow down your report results, by excluding certain types of calls
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. It also allows you to sort the report's results in a particular manner.
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Exclude weekends
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Exclude weekends
To exclude weekend calls from your report's results, select the
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Exclude transfers
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To exclude transferred calls from your report's results, select the
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Show transfer legs
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To show the legs of
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transferred calls, click on the
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Don't replace numbers with contact names
Tick this option if you do not want to replace dialled numbers, CLIs and account codes
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with their
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associated names, as
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defined in your web user's contacts list
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.
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Show account codes
Select this option
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to display any associated account codes as an additional column in this report.
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Notes only
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Tick this option
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if you want your search results to
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include only
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calls that have notes
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associated with them.
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Audio only
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Tick this option
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if you want your search results to
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include only calls that have an associated voice recording
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.
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Scored only
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Tick this option
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to
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include only calls that have
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a score associated with them, e.g. calls that have already been listened to and scored
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Sort order
Choose from the
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drop-down list whether you want the results of
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your report to appear in ascending or descending order
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Sort results by
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To sort your report's results by a particular column, select it from the
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Ignore short missed
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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
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a duration threshold in the text box provided, e.g. to ignore calls below 3 seconds,
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enter
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<h2>Introduction</h2>
<p>This is the most flexible (and often daunting) report. For those who feel they want more information than is provided in the
in-built reports, you can specify exactly what search terms you want to look for, including new additions such as CLI
(Calling Line Identification) and LCR (Least Cost Routed) calls.</p>
<p>Results are returned in an itemised list, with each call type having its own section. The sections are <span class="reference">All</span>, <span class="reference">Outbound</span>, <span class="reference">Answered</span>, <span class="reference">Missed</span>, <span class="reference">Internal</span> and <span class="reference">Tandem</span> calls.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/custom_report_1.png" alt="Custom report" />
<h2>Running the report</h2>
<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Custom report</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/custom_report_2.png" alt="Custom report" />
<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="Custom report" />
<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="Custom report" />
<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="Custom report" />
<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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<h5>Group</h5>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_2.png" alt="Custom report" />
<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="Custom report" />
<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.png" alt="Custom report" />
<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" />
<h5>Trunk access code</h5>
<p>If you want to filter by Trunk access code, simply enter the Trunk access code in this field. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>. The <span class="keyword">*</span> is not needed if it's an exact match, so the 9 for TAC should just be "!9", e.g. to exclude all calls with access code 9, add "!9" to the TAC field.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/trunk_access_code_exmpl.png" alt="Trunk access code" />
<h4>Specific Options</h4>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/options_screen_custom_report.png" alt="Custom report" />
<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. If you would like to ignore
missed calls shorter than a specific duration, simply enter the duration in the box. In the example above, a filter has been
added to exclude weekends and any calls shorter than 3 seconds.</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="Custom report" />
<h5>Exclude transfers</h5>
<p>Select this option if you would like to exclude transfers when running a report. For example if you were running an
incoming call analysis report and wanted to see only how well calls were answered when first presented, you would
choose the option on excluding transfers.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/transfers.png" alt="Custom report" />
<h5>Show transfer legs</h5>
<p>If you want to show all legs of the calls, tick this box. Calls with transfer legs will be tagged with a <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/add_button.png" alt="Plus" /> icon next to any calls that have associated call legs.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/transfer_legs.png" alt="Custom report" />
<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="Custom report" />
<h5>Show account codes</h5>
<p>Select this option if you would like to display any associated account codes as an additional column in this report.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/show_account_codes.png" alt="Custom report" />
<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="Custom report" />
<h5>Audio only</h5>
<p>This option allows you to display only 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="Custom report" />
<h5>Scored only</h5>
<p>This option allows you to display only calls that have an associated score in the results. i.e. calls that have already been listened to and scored.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/scored_only.png" alt="Custom report" />
<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="Custom report" />
<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_custom_report.png" alt="Custom report" />
<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="Custom report" />
<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="Custom report" />
<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>Custom report - The results</h2>
<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/custom_report_1.png" alt="Custom report" />
<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 report consists of a single table housing all of the calls that matched your selection criteria. Each column of the table
is described here:</p>
<table class="confluenceTable">
<tbody>
<tr>
<th class="confluenceTh" width=110>Header</th>
<th class="confluenceTh">Description</th>
</tr>
<tr>
<td class="confluenceTd"><b>Date & Time</b></td>
<td class="confluenceTd">Shows the date and time the calls was started.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Source</b></td>
<td class="confluenceTd">Details of where the call originated.</td>
</tr>
<tr>
<td class="confluenceTd"><b>CLI</b></td>
<td class="confluenceTd">Shows the caller line identity of the incoming call.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Route</b></td>
<td class="confluenceTd">Shows the number that was dialled, in the case of an outgoing or internal call.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Destination</b></td>
<td class="confluenceTd">For outgoing calls, shows the destination of the call; for other calls, shows the type of call, e.g. unanswered, abandoned, internal, feature call.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Response</b></td>
<td class="confluenceTd">The response field shows the length of time it took before the call was answered i.e. the response time.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Duration</b></td>
<td class="confluenceTd">Shows the duration of the call in hours, minutes and seconds.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Cost</b></td>
<td class="confluenceTd">Shows the cost of the call.</td>
</tr>
<tr>
<td class="confluenceTd"><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/recording_button.png" alt="Listen to the recording button" /></b></td>
<td class="confluenceTd">Shows only if there is a recording associated with the call. To play, simply click on this icon.</td>
</tr>
</tbody>
</table>
<p>In addition, at the foot of the table, totals are provided where applicable.</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" /> |
Selecting the report format
This section allows you to choose the media format of your completed report. The formats available are
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More details about each report format are available in the Setting the report format section above.
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<a id="Creating the report"></a> |
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
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The report's results
Below is an example of this report's output in Web format:
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The Web 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. 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 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 report consists of a table containing an itemised list of the calls that matched your selection criteria. Each column header of the table is described below:
| Header | Description |
|---|---|
| Date & Time | The date and time the call started |
| Source | The place from where the call originated |
| CLI | The telephone number of the remote caller for inbound calls |
Route | The information displayed in this field is determined by the type of call:
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Destination | The information displayed in this field is determined by the type of call:
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| Response | The length of time it took for the call to be answered (e.g. the response time) |
| Duration | The duration of the call (in hours, minutes and seconds) |
| Cost | The cost of the call |
To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:
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