The Call Scoring report provides a comprehensive analysis of previously-scored calls, enabling you to

more efficiently assess the performance of your staff. TIM Plus gives you the option to create your own score cards

, so you can specifically rate any call

according to a set of custom evaluation criteria.

The scores can be based on any combination of questions

whose answers are of the following

type:

• Yes/No
• A value range
• Multiple choice

All questions are summarised in a clear, easy-to-understand format and are displayed separately, grouped into their respective categories.

An example of a scoring card can be seen below:

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Running the report

On the Reports screen,

select the Call scoring report from the left-hand pane and click the Select this report button.

A new window will appear, where you can

set the

parameters of your report.

Selecting the reporting period

For each report, you must specify a time span that covers the calls you want the report to include. This is

known as the "

reporting period".

There are several preset

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:

In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the

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

reporting period, click on the Next button to set

additional report

parameters and options, or select the Finish button to run the report immediately.

Selecting the reporting entity

The 

Reporting entity

parameter allows you to select

the part of your organisation

whose calls the report should include, e.g. a site, a group or an individual user.

Site

To report on a particular site, select

it from the drop-down list

or select All sites .

Group

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.

Please note that the drop-down list for each group will appear only if a site has already been selected.

User

User

If both a site and group

have been selected, you can

further limit the report's results to include only calls involving a particular user, by selecting that user from the drop-down list

.

Once you have

selected the scope of your report

,

 click on

the Next

 button to set

additional report parameters and options, or to run the report immediately, click the Finish button.

Selecting the report filters

You can limit the results of your report by choosing one or more of the following filters:

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 theNextbutton to skip.

Please find a brief description of all filters below:

Call type

This filter allows you to define the type of call you

want to report on

, 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.

If you want to report on one call type in particular, expand the drop-down list and select from the available options.

CLI

CLI

Calling Line Identification (CLI) is

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

could enter 02072652600.

This filter accepts the comparison operators ! and * (e.g. to exclude calls from Tri-Line, you would use !020726526*). To report on more than one CLI, user a comma to separate the entries.

Dialled number

To filter calls to a specific dialled number, type

it in the text box provided. The dialled number

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

can be entered (e.g. 0033

 for calls to France).

You can use the ! symbol to explicitly exclude a dialled number from the report's results, and/or the 

Duration

To filter calls above or below a particular duration, enter the

desired duration in seconds.

You can specify a duration range by using the 

In the above example, the

report will

return only calls longer than 1800 seconds (30 minutes).

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 manner.

Exclude weekends

To exclude weekend calls from

your report's results,

select the 

Exclude transfers

To exclude transferred calls from your report's results, select the

Hide unused

To exclude unused extensions from

your report's results, select the

Selecting the report format

This section allows you to choose the media format of your completed report. 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.

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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 Run now button, or schedule it for future delivery.

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.

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The report's results

Below is an example of this report's output in Web format:

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

Yes/No questions show their answers

as two bars

, each indicating the proportion of total answers.

Range

questions show the

minimum and

maximum scores, as well as the average score.

Multiple choice

questions show each possible answer as a percentage of the total number of answers.

All scores will show the total number of scores the report is based on so you can put the answers into context.

To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below: