Incoming Call Analysis

Introduction
Running the report
Creating the report
The report's results

Introduction

The Incoming Call Analysis report breaks down your working day into half-hour segments, providing detailed information about your incoming and abandoned calls, such as call volumes, duration and response time information. These figures are shown as maximum and averages, allowing you to more effectively plan your staff requirements.

Running the report

Access the Reports screen, select the Incoming Call Analysis from the list and click on the Run now button.

A new window will open, allowing you to configure the parameters of your report:

Select a report period

For each report, you must specify a time span that covers the calls you want the report to include.

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 drop-down list and specifying your own  Start and End dates, as shown below:

Choose a site

If your system is set up to log multiple sites, you can select a particular site from the drop-down list. To report on all sites, select the blank line.

Choose a specific trunk group

To run the report on a specific trunk group, select it from the drop-down list. To report on all trunks, select the blank line.

Select a particular trunk

To report on a particular trunk, enter the trunk number in the box provided.

Choose a particular extension

You can choose to report on a single extension or a range of extensions, by entering the details in the box provided, as shown below:

Select calls to specific presented numbers

If you want to report only on calls to a specific number or range of numbers, enter the number(s) in the field provided, as shown below:

Transferred calls

If you want to report only on direct calls and exclude calls that were answered as a result of a transfer from one party to another, tick the Exclude box, as shown below:

Creating the report

Introduction

Breaks down your working day into half-hour segments and details important information about your Incoming Call Analysis. See how many answered and abandoned calls you take, how long it takes you to answer them, or how long people are waiting before they give up and abandon the call. These figures are shown as maximum and averages so you can more effectively plan your staffing requirements throughout each working day.

Running the report

Click on the function button, on the top right-hand side of the main application window to access the Reports screen.

From this screen, either double-click on the Incoming Calls report in the reports list or highlight the Incoming Calls report and press the button, as shown below:

The following Report Selection Criteria window appears:

Select a report period

You need to select a time period for which you want the report to produce information for. You can select a pre-set period from the drop-down list, as shown above.

The default is set to Last Month (the period from the first day to the last day of the previous calendar month, and NOT the last 30 days).

Or enter your own custom period

If you want to specify a period not shown in the list, go back to the Select a report period field and select Custom Period from the drop-down list and then enter your Start and End dates and times manually into the boxes provided, as shown above.

Choose a site

If your system is set-up for multiple sites, you have the option of selecting a particular site here. Select the blank line (or leave the box empty) to report on all of your sites.

Choose a specific trunk group

You have the option of selecting a trunk group to concentrate on. Do this by selecting it from the drop-down list supplied.

Select a particular trunk

Choose to report on a particular trunk by typing its number in the box provided, or leave blank to report on all trunks.

You may want to concentrate on a specific group of extensions; in this case, select the group of interest from the drop-down list, or leave blank so as not to specify a particular extension group.

Choose a particular extension

To find out the top 50 calls made by one extension in particular, type that extension's number in the box provided.

Select calls to specific presented numbers

You can choose to report only on calls to specific a presented number or range of numbers by entering the number(s).

This would allow you to monitor the response time on calls to specific groups, or see how successfully you answered calls to specific campaigns.

Transferred calls

Similarly, you can opt to exclude calls that were answered as a result of a transfer from one party to another. This allows you to concentrate only on those extensions that take calls directly from outside your organisation, rather than those secondary extensions that receive the call after speaking with another party.

Creating the Report

When you have chosen a reporting period, and are happy with your selections, click on the Run Now button.

The results

The report includes the usual headings, including the report's title, any Friendly Name you assigned to it, the period of the report, and any options you selected in the report's selection criteria window.

The body of the report consists of a detailed table showing a breakdown of each half-hour timeslot in the day.