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The Busy Channels report allows you to break down each business day into half-hour periods, showing the maximum and average number of telephone lines in use in any particular for each half-hour period. This report is ideal useful for determining whether or not you have enough lines , or if you have too many!Running this report over longer periods increases the reliability of its results.You can opt to exclude weekends, when perhaps not many calls are being made or received, and so as not to distort the averages. You can also concentrate on only incoming or outgoing calls
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Running the report
On the Reports screen, click on select the Busy channels in the reports list and then press report from the left-hand pane and click the Select this report button.
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The following report selection criteria A new window will appear:, where you can set the parameters of your report.
Selecting the reporting period
Every report requires a period to run overFor each report, you must specify a time span that covers the calls you want the report to include. This is generally defined known as the "Reporting reporting period".
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There are several preset periods that can be selected from a drop-down list. The predefined periods are based on a standard Gregorian calendar and are defined as follows:
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 |
|---|
| 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) of the current week. 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. : The day is set to 01, the first day of the month. The month is set to the current month minus one, or in the case of January, it is set to 12previous month. The year is set to the current year, unless it is a new yearcurrently January, in which case, the previous year is reduced by oneused. 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 date dates and time times of the first and last call in the entire call database, respectively. |
| Custom period | Enter the start and end dates and times into the boxes below. The start and end times are linked to their respective dates. |
If you want to be more specific, you can choose the Custom period from the drop-down list. This option will allow you to define the Start date and End date yourself, as well as the Start time and End time of the calls In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the
drop-down list and specifying your own , , and of the period you want to report on.
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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 report's reporting period, click on the Next button to set more of the additional report 's parameters and options, or select the Finish button to run the report immediately.
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NOTE: Running this report over longer periods increases the reliability of its resultsof time gives a more accurate picture of your telephone line usage. |
Selecting the reporting entity
The reporting Reporting entity paramater parameter allows you to select which the part of your organisation you want to run the report for (site, extension group, channels or individual extensions)whose calls the report should include, e.g. a site, a group or an individual user.
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Site
TIM Plus will allow you to log information from up to five sites. If you want to To report on a particular site, select your preferred site it from the drop-down list , alternatively leave the default settings as or select All sites .
| Reporting_filter |
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| Filter | SitesSite |
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| Value | All sites |
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The username and password you have been allocated might be restricted to a specific site or group. If you need additional permissions, please contact your system administrator. |
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.
| Reporting_filter |
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| Filter | GroupsGroup |
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| Value | All groups |
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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
...
User
If both a site and group has have been selected, you can also choose to report on further limit the report's results to include only calls involving a particular user, by selecting that user from the drop-down list, or you can leave the default setting as All users.
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If your web account is restricted to a specific site or group, only those entities to which you have access will be available in the drop-down lists. |
Once you have set selected the scope of your report's entities, click click on the the Next button button to set more of the report's features or select the Finish button additional report parameters and options, or to run the report immediately, click the Finish button.
Selecting the report filters
This option allows you to filter out certain calls from your results, by selecting the values of the parameters. 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 the Next button to skip.
Please find a brief description of all filters below:
Account code
If you want to To produce a bill report consisting only of all chargeable calls that were made using a particular account code, enter this the account code in the field provided.
| Reporting_filter |
|---|
| Filter | Account code |
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| Value | 0140 |
|---|
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To report on more than one account code, you can use separate each code using a comma to separate the entries.
Call type
This filter allows you to define the type of call you would like want to report on. If you would like to report on all calls, leave the default setting as , 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.
| Reporting_filter |
|---|
| Filter | Call type |
|---|
| Value | All calls |
|---|
|
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 choose which carrier's calls to report on. To report on all calls from all carriers, leave the default setting as All carrierslimit the results to include only calls that were made using a specific carrier.
| Reporting_filter |
|---|
| Filter | Carrier |
|---|
| Value | All carriers |
|---|
|
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one carrier, there will be no drop-down list available and no option to choose a |
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CLI
The Caller Calling Line Identification (CLI) is a phone number that calls your organisation. This is sometimes withheld by the person making the call.You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI. For example, for 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 would could enter 02072652600.
| Reporting_filter |
|---|
| Filter | CLI |
|---|
| Value | 02072652600 |
|---|
|
This filter accepts the comparison operators ! and * (e.g. You can use the ! symbol to explicitly exclude a CLI from the report's results, and/or the
symbol as a wildcard in digit pattern matching. For example, to exclude calls from Tri-Line,
but include all others, you
would could use
!020726526*). To report on more than one CLI,
user use a comma to separate
the entrieseach entry.
Cost
If you want to add a filter for call costs, type in the cost you wish to defineYou can define a cost filter to include calls above or below specific values by entering your criteria, as shown below. :
This filter allows you to You can specify a range (-) or use comparison operators (cost range by using the symbol; to specify limits, use the comparison operators, >, <, ! and *)and
.
Destination
If you want to filter calls to a specific, known destination, you can type the name of the destination in the field text box provided. This filter accepts the comparison operators ! and * symbols for excluding values and specifying partial matches, respectively.
For example, if you want wanted to exclude all calls to France, you could enter
, as shown below:
| Reporting_filter |
|---|
| Filter | Destination |
|---|
| Value | !France* |
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|
Dialled number
To filter calls to a specific dialled number, type the number that was dialled it in the text box provided. The dialled number can be a number that you dial out, or a DDI number within your organisation that someone dials in to get to a particular extensionis 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 may can be entered (e.g. 0033, for for calls to France).
| Reporting_filter |
|---|
| Filter | Dialled number |
|---|
| Value | 0033 |
|---|
|
This filter accepts the comparison operators ! and * (e.g. to exclude calls to 0207 265, enter !0207265* ).You can use the ! symbol to explicitly exclude a dialled number from the report's results, and/or the
symbol as a wildcard in digit pattern matching. For example, to exclude calls to Tri-Line, but include all others, you could use !020726526*). To report on more than one dialled number, use a comma to separate each entry.Duration
To filter calls above or below a particular duration, enter the number of seconds and the relevant symbol in the box provided. This filter allows you to specify a range (-) or use comparison operators (>, <, ! and *).
desired duration in seconds.
You can specify a duration range by using the symbol; to specify limits, use the comparison operators, >, <, and
.In the above example, the filter report will look for return only calls longer than 1800 seconds (30 minutes). Alternatively, you may want to exclude calls below a certain threshold (e.g. below 3 seconds).
LCR code
If you are using To filter your results to include only calls that used a Least Cost Routing (LCR) , you may want to filter your results the by LCR code, in order to check a bill from your LCR provider. To do this, enter the LCR code enter it in the text box provided.
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
symbol as a wildcard in digit pattern matching. For example, to exclude calls made using all LCR codes beginning , you could enter . To report on more than one LCR code, use a comma to separate each entry.Response
This option allows you to filter calls based on their response time.The results will be filtered according to the , measured in seconds. Specify the desired response time threshold that you define in the text box provided field. The threshold you specify will be measured in seconds.
| Reporting_filter |
|---|
| Filter | Response time |
|---|
| Value | >10 |
|---|
|
In the above example, the search results will display calls that have a response time above greater than 10 seconds.
You can specify a response time range by using the symbol and; to specify limits, use the comparison operators, >, <, and
.Start time
This option allows you to filter calls based on the start time of the call , which is basically the time of day the call started. Enter your preferred Specify the start time in the field text box provided , using the following format the hh:mm:ss format.
For example, if you want your results to include only calls logged that began after 10 a.m. onlyam, you need to could enter 10:00:00 in the Start time field, as shown below:
| Reporting_filter |
|---|
| Filter | Start time |
|---|
| Value | 10:00:00 |
|---|
|
Trunk access code
If you want to filter your results by a trunk access code, enter this in the field provided. For example, to exclude all calls with access code 9, add !9 in the filed 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.
| Reporting_filter |
|---|
| Filter | Trunk access code |
|---|
| Value | 9 |
|---|
|
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
symbol as a wildcard in digit pattern matching. For example, to exclude calls made using the trunk access code, you could enter . To report on more than one trunk access code, use a comma to separate each entry.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.
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Exclude weekends
If you would like to To exclude weekend calls from the search your report's results, simply select the tick-box to exclude weekend callsselect the
option.
Exclude transfers
Select this option if you would like to exclude transfers from the search results. For example if you want to see only how well calls were answered when first presented, you would choose to exclude transfersTo exclude transferred calls from your report's results, select the
option.
Sort order
Expanding the drop-down list available, you can choose whether you would like Choose from the
drop-down list whether you want the results of the report to appear in ascending or descending order.
You can choose the order in which results are sorted by selecting the appropriate option from the list shown below:
| Reporting_filter |
|---|
| Filter | Sort order |
|---|
| Value | Ascending |
|---|
| Option | Sort order |
|---|
|
Sort results by
You may choose the order in which results are sorted by selecting the appropriate option from the list provided:To sort your report's results by a particular column, select it from the
drop-down list.| Reporting_filter |
|---|
| Filter | Sort results by |
|---|
| Value | Time slot |
|---|
|
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
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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
, , , and .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 chosen selected a reporting period , and are happy with your selections, you have two options:
- run the report now
- schedule the report for future delivery
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If you click on the Run now button, the report will run instantly in your chosen format.
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The report's results
Web format
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 Below is an example of this report's output in
at the top right of the page. format, displaying the activity of your telephone lines grouped in half-hour time slots:| Screenshotmacro |
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As with all reports, the header of the report includes:
- the report title
- the date and time of the report
- the name of the report, if applicable
The
format
allows for complete flexibility when viewing any report. 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.The main report body consists of two parts: a graph and a table.
The graph is a quick and easy indication of your line usage, broken down into half-hour timeslots. The percentage on the y-axis shows the number of lines utilised. The x-axis shows the start point of each hour of the day.
The bars on the graph are coloured to show the maximum number of trunks busy in each particular half-hour (light red), overlaid by a bar showing the average number of trunks busy in the same period (dark blue).
The table shows the actual data for each half hour of the day. It also splits the data into maximum lines busy and average lines busy as well as providing a total for all types of calls. The table holds the following information for each half-hour period:
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<h2>Introduction</h2>
<p>The Busy Channels report allows you to break down each business day into half-hour periods, showing the maximum and average number of telephone lines in use in any particular half-hour. You can opt to exclude weekends, when perhaps not many calls are being made or received, and so as not to distort the averages. You can also concentrate on only incoming or outgoing calls.</p>
<p>This report is ideal for determining whether or not you have enough lines, or if you have too many!</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/busy_channels_1.png" alt="Busy channels" />
<h2>Running the report</h2>
<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Busy channels</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/busy_channels_2.png" alt="Busy channels" />
<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="Busy channels" />
<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="Busy channels" />
<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> |
| Note |
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NOTE: Running this report over longer periods increases the reliability of its results. |
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<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="Busy channels" />
<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> |
| Note |
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| NOTE: The username and password you have been allocated may mean you are restricted to specific sites or groups. If you have any difficulty accessing other sites or group, please contact your system administrator and check that access has been enabled. |
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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="Busy channels" />
<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="Busy channels" />
<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="Busy channels" />
<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_busy_channels.png" alt="Busy channels" />
<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="Busy channels" />
<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="Busy channels" />
<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="Busy channels" />
<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_busy_channels.png" alt="Busy channels" />
<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="Busy channels" />
<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="Busy channels" />
<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>Busy channels - The results</h2>
<h4>Output to Web</h4>
<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/busy_channels_1.png" alt="Busy channels" />
<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 main report body consists of two parts: a graph and a table.</p>
<p>The graph is a quick and easy indication of your line usage, broken down into half-hour timeslots. The percentage on the
y-axis shows the number of lines utilised. The x-axis shows the start point of each hour of the day.</p>
<p>The bars on the graph are coloured to show the maximum number of trunks busy in each particular half-hour (light red),
overlaid by a bar showing the average number of trunks busy in the same period (dark blue).</p>
<p>The table shows the actual data for each half hour of the day. It also splits the data into maximum lines busy and average
lines busy as well as providing a total for all types of calls. The table holds the following information for each half-hour
period:</p>
<table class="confluenceTable">
<tbody>
<tr>
<th class="confluenceTh" width=110>Header</th>
<th class="confluenceTh">Description</th>
</tr>
<tr>
<td class="confluenceTd"><b>Time slot</b></td>
<td class="confluenceTd">The time of day in half-hour periods.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Total duration</b></td>
<td class="confluenceTd">The total time when trunks were busy, both incoming and outgoing combined.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Max busy</b></td>
<td class="confluenceTd">Shows the maximum number of trunks in use during the time slot shown.</td>
</tr>
<tr>
<td class="confluenceTd"><b>Average busy</b></td>
<td class="confluenceTd">Shows the average number of trunks in use during the time slot shown.</td>
</tr>
</tbody>
</table>
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<h6>Summary information box</h6>
<p>The info box at the beginning of the report is fairly self-explanatory as you can see from the sample summary shown
below:</p>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/busy_channels_3.png" alt="Busy channels" />
<p>If you would like to go back and view this 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" />
<h4>Output to PDF</h4>
<p>This report format appears as a three page PDF report. The first page shows the name of the person who has prepared/scheduled the report. This name is picked up from your login. It also contains the entity you report on, the period covered and any filters used in the report.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/busy_channels_pdf_1.png" alt="Busy channels PDF" />
<p>The second page has a graph depicting average and maximum number of channels used as shown below:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/busy_channels_pdf_2.png" alt="Busy channels PDF" />
<p>The third page breaks this graph down into detail showing the time slots with the maximum and average number of channels busy and the total duration of time spent on calls for each time slot depicted.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/busy_channels_pdf_3.png" alt="Busy channels PDF" />
<h4>Output to XML</h4>
<p>You can choose to output information as an XML feed for use in external applications. This may look a little odd when presented as shown below but is ideal when you need to provide a call logging feed to other applications.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/busy_channels_xml.png" alt="Busy channels XML" />
<h4>Output to CSV</h4>
<p>The CSV option allows you to output the data to a CSV file. This can be either opened immediately or saved for future use.</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_plus/busy_channels_csv.png" alt="Busy channels CSV" /> |
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 body of the report consists of a graph and a table:
- The graph is a quick and easy indication of your line usage, broken down into half-hour time slots. The percentage on the y-axis shows the number of lines utilised, and the x-axis shows each half-hour of the day. The bars on the graph coloured light-purple show the maximum number of busy trunks in each particular half-hour, and the overlaid dark-purple ones show the average number of busy trunks in the same time period.
- The table displays the actual data organised in columns for maximum and average busy lines and the total duration for each half-hour time slot. Each column is described below:
| Header | Description |
|---|
| Time slot | The time of day in half-hour periods |
| Total duration | The total duration of all calls made or received within the time slot shown |
| Max busy | The maximum number of trunks in use during the time slot shown |
| Average busy | The average number of trunks in use during the time slot shown |
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To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:
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PDF format
If you chose to run the report in
format, the report will consist of three pages.The first page shows the login name of the person who has prepared/scheduled the report, the entity you are reporting on, the period covered and any filters used in the report.
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The second page has a graph depicting the average and maximum number of channels used, as shown below:
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The third page contains a table of time slots, showing the maximum and average number of channels that were busy, along with the total duration of time spent on calls during each time slot.
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