...
The Missed Calls report analyses your missed calls data in order to reveal highlight which callers have or and haven't been responded to. Each missed call is given a priority rating depending on how many times and how often a the caller attempted to make contact. The time window in which a call must be responded to, if it is to be considered handled, is user-definable.
...
| HTML |
|---|
<a id="Running the report"></a> |
Running the report
On the the Reports screen screen, click on select the Missed calls in the reports list and then press the report from the left-hand pane and click the Select this report button button.
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817253/daily_activity_2.png |
|---|
|
...
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.
...
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
...
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817244/filter_general.png |
|---|
|
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 |
|---|
| Filter | Account code |
|---|
| Value | 0140 |
|---|
|
...
| Reporting_filter |
|---|
| Filter | Start time |
|---|
| Value | 10:00:00 |
|---|
|
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 |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817256/missed_calls_options.png |
|---|
|
Exclude weekends
This option allows you to To exclude weekend calls from any results shown. If you would like to exclude weekend calls, simply select the tickbox to exclude weekend callsyour report's results, select the
option.
Summary only
When running a report, you may not want to display in the results every call lost. If you want to only show To show only a summary of lost your missed calls - , instead of listing all calls - an itemised list, tick the box
, as shown below:
...
Tick this option if you do not want to replace dialled numbers, CLIs and account codes with their equivalent associated names, as defined in your web user's contacts list(s).
| Reporting_option |
|---|
| Option | Don't replace numbers with contact names |
|---|
|
Notes only
This Tick this option allows if you want your search results to display include only calls that have notes stored against associated with them.
Audio only
This Tick this option allows if you want your search results to display include only calls that have a an associated voice recording file associated to them.
Sort order
Choose whether you would like from the Sort order drop-down list whether you want the results of the your report to appear in ascending or descending order, by selecting from the drop-down box.
| Reporting_filter |
|---|
| Filter | Sort order |
|---|
| Value | Ascending |
|---|
|
Sort results by
You may choose the order in which results are sorted, by selecting the appropriate option from the list providedTo sort your report's results by a particular column, select it from the Sort results by drop-down list.
| Reporting_filter |
|---|
| Filter | Sort results by |
|---|
| Value | Date & time |
|---|
|
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
in the box provided:
Image Removed
.
| Screenshotmacro |
|---|
| Border | false |
|---|
| Shadow | false |
|---|
| URL | /download/attachments/4817244/ignore_missed_calls.png |
|---|
|
Callback interval
This options option allows you to define, in hours, the time window in which a call must be responded to, in order to be cosidered as considered handled ( i. e. 24 = 24 hours). The default callback interval is 24 (hours), but you may enter in any number here.your own value, as shown below:
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 Web, PDF, Excel, CSV and XML.
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:
...
and have chosen any filters and options, you can either run the report immediately by clicking on the Run now button, or schedule it for future delivery.
| Screenshotmacro |
|---|
| Border | false |
|---|
| 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
When selecting WEB as the output format, this report will appear as below. To view details of any filters or selection parameters used in creating this report, simply click on About this report on Below is an example of this report's output in Web format. 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.
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817256/missed_calls_1.png |
|---|
|
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
The WEB format 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 clicked.
The report has two clear tabs, Missed and Handled calls. The Missed calls tab shows calls that were missed but never responded to. The Handled calls tab shows calls that were missed initially but eventually responded to.
Missed calls
The headers of this report are as followsWeb 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 report consists of two sections:
calls and calls.Missed calls
The
calls tab displays a table containing the calls that were missed and not responded to. Each column header of the table is described below:
| Header | Description |
|---|
| First AttemptThis column displays the attempt | The date and time that of the first missed call was missed. |
| CLI | The Calling Line Identity telephone number of the caller. Note this field will be blank if withheld.remote caller |
| Contact | The person or extension number who missed the call. If several people were callcalled, the word 'Various' will appear here.field will display the caption, |
| Avg ring time | The average duration that the caller held for before hanging up. Note the period is determined by the Call back period set in the Options page e.g. 24 hours.length of time a missed call rang before being abandoned |
| Attempts | The number of times the caller tried to get through attempted to reach the specified contact without success. |
| Priority | The priority field allows you to prioritise those who called most often with the shortest ring time between calls. The priority is determined by is calculated by dividing the difference in time between the first and last call divided attempt by the total number of times they called. |
| Tip |
|---|
Where more than one attempt has been made, simply click to expand and see all attempts. |
Handled calls
...
Handled calls
The
calls tab displays a table containing the calls that were initially missed but eventually responded to. Each column header of the table is described below:
| Header | Description |
|---|
| Handled | This column displays the The date and time that the call was actually handled. |
| CLI | The Calling Line Identity telephone number of the caller. Note this field will be blank if withheld.remote caller |
| Contact | The person or extension number who missed eventually handled the call. If several were call, the word 'Various' will appear here. |
| Duration | The average duration that the caller held for before hanging up. Note the period is determined by the Call back period set in the Options page e.g. 24 hours.of the handled call |
| Attempts | The number of times the caller tried to get through without success.call attempts made before the call was eventually handled |
| Priority | The priority field allows you to prioritise those who called most often with the shortest ring time between calls. The priority is determined by is calculated by dividing the difference in time between the first and last call divided attempt by the total number of times they called. |
To get more details on the previous lost calls, i.e. missed calls before it was eventually handled, simply click on the call and all calls will be displayed as shown below. The red calls are the earlier missed calls. Any calls shown in green were handled by a later inbound call being answered. Calls shown in blue were handled when someone made an outbound call.
...
| Tip |
|---|
Clicking on an individual call will show an itemised list of all call attempts made by that same caller; clicking on the link at the top-right corner of the screen will show this itemised list for all missed calls on the page. |
To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:
| Screenshotmacro |
|---|
| Border | false |
|---|
| Shadow | false |
|---|
| URL | /download/attachments/4817244/breadcrumb.png |
|---|
|