<h2>Introduction</h2>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/custom_report.png" alt="Custom report" />

<p>Many of the reports available on TIM Plus focus on a particular
 area. The Custom report is the most flexible report on the system and 
as the name suggests is completely customisable. You can create almost 
any conceivable report and if you want to save for future use, you 
simply save it to <span class="button">My reports</span> and allocate your own friendly name to it
 so it remains available for future use.</p>

<p>The Custom report can comprise of any number of filters and there are
 numerous options available to allow you to display the data output in 
the most appropriate way.</p>

<h2>Understanding the Results</h2>

<p>When selecting <span class="reference">Web</span> as the output format, this report will appear as above.</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>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 headers of this report are as follows:</p>
<p>The screenshot above shows 5 Tabs:- All, Outbound, Answered, Missed and Internal.</p>
<p>The 'All' tabs shows all calls for the period you selected. In the screenshot above the default colurs used throughout TIM Plus are used and Outbound calls appear as blue, Inbounds as green, lost as red and internal as grey. </p>
<p>The 'Outbound' tab allows you to view Outbound calls only. </p>
<p>The 'Inbound' tab allows you to view Inbound calls only.</p>
<p>The 'Missed' tab allows you to view Missed calls only.</p>
<p>The 'Internal' tab allows you to view Outbound calls only.</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=110>Header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Date & Time</b></td>
			<td class="confluenceTd">This column shows the date and time when the call was made.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Source</b></td>
			<td class="confluenceTd">This column shows the identity of the person who made the call i.e. If a user name is present it will show the name, if there is no name associated with the user, only the extension 
				name will show.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>CLI</b></td>
			<td class="confluenceTd">This column would show the caller line identification of the caller.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Route</b></td>
			<td class="confluenceTd">This column shows the number or location dialled e.g. 07828 123 456.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Destination</b></td>
			<td class="confluenceTd">This is the location name associated with the number dialled. Please note that any number can be customised with its own specific duration in the locations field of the Directory.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Response</b></td>
			<td class="confluenceTd">...............................................................................................
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Duration</b></td>
			<td class="confluenceTd">The duration field shows the total time spent on the call in hh:mm:ss format.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Cost</b></td>
			<td class="confluenceTd">This is the total cost of the call. Please note that on multi-national sites the cost would normally be set to appear in local currency.
			</td>
		</tr>
	</tbody>
</table>

<p>If you would like to go back and view any 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" />

<a id="Introduction"></a>

Introduction

The Custom report allows a wide range of options and filtering criteria to be selected, enabling you to search for very specific phone calls. The results are displayed as an itemised list, grouped by call type: All, Outbound, Answered, Missed, Internal and Tandem.

<a id="Running the report"></a>

Running the report

On the Reports screen, select Custom 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

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

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.

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:

Account code

To produce a report consisting only of calls that were made using a particular account code, enter the account code in the field provided.

To report on more than one account code, separate each code using a comma.

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.

Carrier

If you use more than one carrier, you can limit the results to include only calls that were made using a specific carrier.

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.

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

Cost

You can define a cost filter to include calls above or below specific values by entering your criteria, as shown below:

You can specify a cost range by using the 

Destination

If you want to filter calls to a specific, known destination, type the name of the destination in the text box provided. This filter accepts the ! and * symbols for excluding values and specifying partial matches, respectively.

For example, if you wanted to exclude all calls to France, you could enter

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).

LCR code

To filter your results to include only calls that used a Least Cost Routing (LCR) code, enter it in the text box provided.

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

Response

This option allows you to filter calls based on their response time, measured in seconds. Specify the desired response time threshold in the text box provided.

In the above example, the search results will display calls that have a response time greater than 10 seconds. 

You can specify a response time range by using the 

Start time

This option allows you to filter calls based on the time the call started. Specify the start time in the text box provided using the hh:mm:ss format.

For example, to include only calls that began after 10 am, you could enter 10:00:00 in the Start time field, as shown below:

Trunk access code

If 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.

You can use the ! symbol to explicitly exclude a trunk access code from the report's results, and/or the 

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

Show transfer legs

To show the legs of transferred calls, click on the 

Image Added

Don't replace numbers with contact names

Tick this option if you do not want to replace dialled numbers, CLIs and account codes with their associated names, as defined in your web user's contacts list.

Show account codes

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

Notes only

Tick this option if you want your search results to include only calls that have notes associated with them.

Audio only

Tick this option if you want your search results to include only calls that have an associated voice recording.

Scored only

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

Sort order

Choose from the

Sort results by

To sort your report's results by a particular column, select it from the 

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 a duration threshold in the text box provided, e.g. to ignore calls below 3 seconds, enter 

Image Added

Selecting the report format

This section allows you to choose the media format of your completed report. The formats available are 

More details about each report format are available in the Setting the report format section above.

<a id="Creating the report"></a>

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

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

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

The report consists of a table containing an itemised list of the calls that matched your selection criteria. Each column header of the table is described below:

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