Introduction

The Random Call Selection report is useful for obtaining a sample of phone calls from across your organisation for the purposes of call auditing and quality control, especially when coupled with the integrated call recording features of TIM . You can annotate, score, or listen to any of the calls that appear in the report's results.

Running the report

Click on the Reports tab and select Random Call Selection from the left-hand pane. The screen displaying the parameters of the report will appear, where you can configure the entity, period, filters, options and format of the report.

For details about how to configure these parameters, refer to the relevant page in the list below:

Creating the report

When you have configured the report's parameters, click on the Run now button to run the report immediately; alternatively, you can save the report's definition or schedule the report for future delivery.

The report's results

Below is an example of this report's output in Web format. 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 Enterprise, 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.

The body of the report consists of a table showing a randomly-chosen summary of calls for the period you selected. Each column header of the table is described below:

Header	Description
Date & Time	The date and time the call started.
Source	The place from where the call originated.
CLI	The telephone number of the remote caller, for inbound calls.
Route	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.
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 [ ].
Response	The length of time it took for the call to be answered (i.e. the response time).
Duration	The duration of the call (in hours, minutes and seconds).
Cost	The cost of the call.

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