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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.
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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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A new window will appear, where you can select the reporting criteria for set the parameters of your report.
Selecting the reporting period
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| Period | Description |
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| 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 the first day of the month. The month is set to the previous month. The year is set to the current year, unless it is currently January, in which case, the previous year is used. 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 dates and times of the first and last call in the entire call database, respectively. |
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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.
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NOTE: Running this report over longer periods of time increases the reliability of its resultsgives a more accurate picture of your telephone line usage. |
Selecting the reporting entity
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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, press the click the Finish button.s
Selecting the report filters
You can limit the results of your report by choosing one or more of the following 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.
| Reporting_filter |
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| Filter | Account code |
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| Value | 0140 |
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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.
| Reporting_filter |
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| Filter | Call type |
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| Value | All calls |
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Carrier
If you use more than one carrier, you can limit the results to include only calls that were made using a specific carrier.
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If you use only one carrier, there will be no drop-down list available and no option to choose a carrier. |
CLI
Calling Line Identification (CLI) is the telephone number of the remote caller in an incoming call scenario.
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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 could use
!020726526*). To report on more than one CLI, use a comma to separate each entry.
Cost
You can define a cost filter to include calls above or below specific values by entering your criteria, as shown below:
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You can specify a cost range by using the symbol and, ; 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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| Reporting_filter |
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| Filter | Destination |
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| Value | !France* |
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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).
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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 desired duration in seconds.
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You can specify a duration range by using the symbol and, ; to specify limits, use the comparison operators, >, <, and
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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.
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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, measured in seconds. Specify the desired response time threshold in the text box provided.
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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 time that the call started. Specify the start time in the text box provided using the hh:mm:ss format.
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| Reporting_filter |
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| Filter | Start time |
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| Value | 10:00:00 |
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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.
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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
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, tick the box provided.
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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.
| Reporting_filter |
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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
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 |
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| Filter | Sort results by |
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| Value | Time slot |
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Ignore short missed calls
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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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<a id="Creating the report"></a> |
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
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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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<a id="The report's results"></a> |
The report's results
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Web format
When selecting WEB as the output format, this report will appear as below:-Below is an example of this report's output in
format, displaying the activity of your telephone lines grouped in half-hour time slots:| Screenshotmacro |
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The
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 , the header produced by TIM Plus, each page of the report includes the following information:
- the report's title
- the date and time of that the report was generated
- the name of the report, if applicable
The
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. To view details of any filters or selection parameters used in creating this report, simply click on on the top-right corner of the page.The main report body 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
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- time slots. The percentage on the y-axis shows the number of lines utilised
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- each half-hour of the day. The bars on the graph
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- light-purple show the maximum number of busy trunks
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- in each particular half-hour
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- and the overlaid dark-purple ones show the average number of busy trunks
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- 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 |
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| Time slot | The time of day in half-hour periods. |
| Total duration | The total time when trunks were busy, both incoming and outgoing combined.duration of all calls made or received within the time slot shown |
| Max busy | Shows the The maximum number of trunks in use during the time slot shown. |
| Average busy | Shows the The average number of trunks in use during the time slot shown. |
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NOTE: All column headers are clickable, allowing you to dynamically reorder the report as required. |
The
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at the beginning of the report is fairly self-explanatory, as you can see from the example below:| Screenshotmacro |
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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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If you chose to run the report in a
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 breaks this graph down into detailcontains a table of time slots, showing the time slots with the maximum and average number of busy channels and channels that were busy, along with the total duration of time spent on calls , for during each time slot depicted.
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XML format
If you choose to run the report in XML format, the output might be difficult to read, however, this output is ideal when you need to provide a call logging feed to other applications.
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CSV format
If you select the CSV option, this will output the report's results to a CSV file. This can be either opened immediately or saved for future use.
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