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The Random Call Selection report is used in conjunction with our call recording software, allowing you to select calls at random for spot-checking purposes. You useful for obtaining a sample of phone calls from across your organisation for the purposes of call auditing and quality control, especially when coupled with the integrated call recording features of TIM Plus. You can annotate, score, or listen to any of the calls that appear in the report produces's results.

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If both a site and group have been selected, you can further limit the report's results to include only calls by involving a particular user, by selecting it that user from the drop-down list.

Reporting_filter
FilterUser
ValueAll users

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Once you have selected the scope of your report, click  click on the Next button to set additional report parameters and options. To , or to run the report immediately without doing so, click the click the Finish button.

 

Selecting the report filters

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Account code

If you want to To produce a bill report consisting only of only chargeable calls that were made using a particular account code, enter the account code in the field provided. 

Reporting_filter
FilterAccount code
Value0140

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Select this option if you would like to display any associated account codes as an additional column in this report..

Reporting_option
OptionShow account codes

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Tick this option to include only calls that have a score associated with them, e.g. calls that have already been listened to and scoredbeen previously scored.

Reporting_option
OptionScored only

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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>

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<a id="The report's results"></a>

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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.

The body of the report consists of a table showing a randomly-chosen summary of calls , picked up at random, for the period you selected. Each column header of the table is described below:

HeaderDescription
Date & TimeThe date and time the call started.
SourceThe place from where the call originated.
CLIThe telephone number of the remote caller, for inbound calls.
Route

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).
DurationThe duration of the call (in hours, minutes and seconds).
CostThe 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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