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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.
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<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.
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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.
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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.
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| Filter | Account code |
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| Value | 0140 |
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| Filter | Start time |
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| Value | 10:00:00 |
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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 mannemanner.
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Summary only
To show only show a summary of lost calls in your report's resultsyour missed calls, instead of a an itemised list of all calls, tick the box
, as shown below:
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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 considered as handled. The default callback interval is 24 (hours), but you are given the option to may enter your own values.value, as shown below:
Selecting the report format
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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 report consists of two sections: missed calls and handled calls
calls and calls.
Missed calls
The
calls tab displays
in a table
containing the calls that were missed and
never not responded to. Each column header of the table is described below:
| Header | Description |
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| First Attemptattempt | The date and time of the first missed call. |
| CLI | The telephone number of the remote caller. |
| Contact | The person or extension number who missed the call. If several extension people were called, the field will display display the caption, . |
| Avg ring time | The average 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. 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.call attempts |
Handled calls
The
calls tab displays
in a table
containing the calls that were
initially missed
initially but eventually responded to. Each column header of the table is described below:
| Header | Description |
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| Handled | The date and time the call was handled. |
| CLI | The telephone number of the remote caller. |
| Contact | The person or extension number who missed eventually handled the call. If several extension were called, the field will display |
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.DurationThe length duration of time 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. 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.call attempts |
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To see details Clicking on an individual call will show an itemised list of all call attempts made by the remote caller, click on any call or on 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:
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