Target response

Introduction

This report allows you to quickly assess how well your incoming calls are answered. The report is very flexible allowing you to enter your own target thresholds. One or more threshols can be entered. You also get the ability drill-down throughout your organisation to see what percentage of calls were within the desired targets, for the different sites, groups, teams, departments and users.

The report provides a line-by-line summary and allows you to drill right down to user level, as shown below:

Understanding the Results

When selecting Web as the output format, this report will appear as above.

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 About this report at the top right of the page.

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:

Header	Description
Name	This column tells you which entity the data displayed refers to, e.g site, department user etc.
Answered	The answered calls columms are always displayed in shades of green. You can re-arrange based on any of the following selection criteria. You can click on each header to re-order from ascending to descending and vise versa. : The total volume of calls received for the entity shown. Average response: The average length of time it took to answer calls for this entity. Response thresholds: This can be for example 0-5 sec, 6-10 sec, 11-15 sec, >15 sec and it represents the range of time it took to answer calls for this entity. You can define your own thresholds and it will show the percentage of calls answered within these thresholds.
Missed	The missed calls columns are always displayed in shaeds of red. You can re-arrange based on any of the following selection criteria. You can click on each header to re-order from ascending to descending and vise versa. : The total volume of calls lost for the entity shown. Average duration: The average length of time the caller rang for before being abandoned. Duration thresholds: This can be for example 0-5 sec, 6-10 sec, 11-15 sec, >15 sec and it represents the range of time the caller rang for before being abandoned. You can define your own thresholds and it will show the percentage of calls lost within these thresholds.

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:

NOTE: You can change the default response thresholds appearing on your headers, by adding a Threshold option while creating your report.