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Introduction
The Call Volumes report enables gives you to get a complete picture of your call volumes organised by site, group or user. This drill-able report It provides a clear, graphical and tabular representation of your outbound, answered and abandoned calls, broken down into hourly blockstime slots. Internal and external calls are itemised separately and every value can be shown as either toggled between a percentage or a number. Additionally, all of the displayed values are shown as hyperlinks, allowing you to drill down further into the results.
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On the Reports screen, select the Call volumes volumes report from the left-hand pane and click the Select this report 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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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 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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You can specify a cost range by using the symbol; to specify limits, use the comparison operators, >, <, and
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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.
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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
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Show unconnected calls
To show unconnected calls in your report results, select the text box provided
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| Label | Show unconnected calls |
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option:
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| Option | Show unconnected calls |
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Hide unused
To exclude unused extension extensions from your report's results, select the
option.
Sort order
Choose from the
drop-down list whether you want the results of the report to appear in ascending or descending order.
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| Filter | Sort order |
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| Value | Ascending |
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| Option | Sort order |
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Sort results by
To sort your report's results by a particular column, select it from the
drop-down list.
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| Filter | Sort results by |
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| Value | Name |
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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 chosen selected a reporting period , and are happy with your selections, you have two options:
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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.
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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
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 the top-right corner of the page. Below is an example of this report's output in Web format:
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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 WEB format also allows the user to drill-down further into any report for more detail. Simply click on any of the hyperlinks shown (in blue) and drill-down through your organisation for more detailsAs 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 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. To view details of any filters or parameters used in creating this report, click on About this report at the top-right corner of the page.
The report is divided into three sections: Graph, Details and Summary.
Graph
The Graph shows
tab provides a visual representation of all inbound, outbound and
lost calls breaking them down further to show missed calls for both external and internal
callscall activity. A simple toggle button
on at the top right of the screen
, allows the user enables you to flip between call volumes and percentages.
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Details
The Details section for the call volumes report replaces the graph with the
tab shows the actual volumes (or percentages)
of calls for each
timeslot time slot throughout the day
as shown below.
By floating your mouse over any volume figure shown you will see the % it represents. Alternatively if you float over any % figure shown, you will see the volume represented.
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All numeric figures (%) shown are drillable, so simply click on it to drill-down to itemised call details as shown here:are shown as hyperlinks, allowing you to drill down into an itemised list of the calls that they represent.
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Each column of the table is described here
Below is a description of each table header:
| Header | Description |
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| Date & Time | Shows the The date and time the calls was call started. |
| Source | Details of The place from where the call originated. |
| CLIShows | The telephone number of the caller line identity of the incoming call.remote caller for inbound calls |
Route | Shows the number that was dialled, in the case of an outgoing or internal call. |
| Destination | For outgoing calls, shows the destination of the call; for other calls, shows the type of call, e.g. unanswered, abandoned, internal, feature call. |
| Response | The response field shows the length of time it took before the call was answered The information displayed in this field is determined by the type of call: - for incoming calls, this shows the CLI of the caller
- for incoming internal calls, this shows either the caller's username or extension number
- for outgoing calls, this shows the dialled number
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Destination | The information displayed in this field is determined by the type of call: - for incoming calls, this shows the name of the user whose extension answered the call, or the extension number if not available
- for outgoing calls, this shows the geographical location that was dialled, or an alias if defined in your contacts list
- for internal calls, this shows the extension that was dialled, enclosed in square brackets [ ]
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| Response | The length of time it took for the call to be answered (i.e. the response time.) |
| Duration | Shows the The duration of the call (in hours, minutes and seconds.) |
| Cost | Shows the The cost of the call. |
 Image Removed | Shows only if there is a recording associated with the call. To play, simply click on this icon. |
In addition, at the foot of the table, totals are provided where applicable.
Summary
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Summary
The
tab shows a summary of all call activity for the reporting period you selected.
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If you would like to go back and view this report for a larger section of the organisationTo modify your report to cover a larger organisational scope, click on the appropriate link in the breadcrumb, an element of the breadcrumb as shown below:-
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