The Target Response report

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

Introduction

The Target Response report enables you to assess how well calls to your company are answered compared to user-defined targets. It provides a line-by-line summary along with a visual representation of the percentage of calls answered inside and outside your set-target.

Running the report

On the Reports screen, select the Target Response report from the left-hand pane and click the Select this report button.

A new window will appear, where you can set the parameters of your report.

Selecting the reporting period

For each report, you must specify a time span that covers the calls you want the report to include. This is known as the "reporting period".

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 Period drop-down list and specifying your own  Start date, Start time, End date and End time of the period you want to report on.

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.

Selecting the reporting entity

The Reporting entity parameter allows you to select the part of your organisation whose calls the report should include, e.g. a site, a group or an individual user.

Site

To report on a particular site, select it from the drop-down list or select All sites .

Site

All sites

Group

If a site has been selected, you are able to further limit the report's results by selecting a group from the drop-down list.

Group

All groups

User

If both a site and group have been selected, you can further limit the report's results to include calls by a particular user by selecting it from the drop-down list.

User

All users

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 on the Next button to set additional report parameters and options. To run the report immediately without doing so, click the Finish button.

Selecting the report filters

You can limit the results of your report by choosing one or more of the following filters:

Account code

If you want to produce a bill consisting of only chargeable calls that were made using a particular account code, enter the account code in the field provided. 

Account code

0140

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.

Call type

All calls

Carrier

If you use more than one carrier, you can limit the results to include only calls that were made using a specific carrier.

Carrier

All carriers

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.

You can report on calls that originate from a specific CLI or those whose CLI matches a particular pattern of digits. For example, to report on all incoming calls from Tri-Line, you could enter 02072652600.

CLI

02072652600

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:

Cost

<2.00

You can specify a cost range by using the - symbol; to specify limits, use the comparison operators, >, <, and ! .

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.

For example, if you wanted to exclude all calls to France, you could enter !France*, as shown below:

Destination

!France*

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).

To filter calls to a specific area, a partial number can be entered (e.g. 0033 for calls to France).

Dialled number

0033

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.

Duration

>1800

You can specify a duration range by using the - symbol; to specify limits, use the comparison operators, >, <, and ! .

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.

LCR code

162

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 162, you could enter !162*. 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.

Response time

>10

In the above example, the search results will display calls that have a response time greater than 10 seconds. 

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 the call started. Specify the start time in the text box provided using the hh:mm:ss format.

For example, to include only calls that began after 10 am, you could enter 10:00:00 in the Start time field, as shown below:

Start time

10:00:00

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.

Trunk access code

9

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 9 trunk access code, you could enter !9. To report on more than one trunk access code, use a comma to separate each entry.

Selecting the report options

This section enables you to further narrow down your report results, by excluding certain types of calls. It also allows you to sort the report's results in a particular manner.

Exclude weekends

To exclude weekend calls from your report's results, select the Exclude weekends option.

Exclude weekends

Exclude transfers

To exclude transferred calls from your report's results, select the Exclude transfers option.

Exclude transfers

Hide unused

To exclude unused extensions from your report's results, select the Hide unused option.

Hide unused

Include internal

Tick this box if you want the report results to include the response time of internal calls.

Include internal

Thresholds

Use this option to define the threshold for your response time target. The example below will show the response times for calls answered within 5, 10 and 20 seconds, respectively.

Threshoolds

5, 10, 20

Sort order

Choose from the Sort order drop-down list whether you want the results of your report to appear in ascending or descending order.

Sort order

Ascending

Sort results by

To sort your report's results by a particular column, select it from the Sort results by drop-down list.

Sort results by

Name

Ignore short missed calls 

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 a duration threshold in the text box provided, e.g. to ignore calls below 3 seconds, enter 3 .

Selecting the report format

This section allows you to choose the output format of your report. To select the desired format, click on the drop-down list and choose from the available options: Web, PDF, Excel, CSV and XML. More details about each report format are available in the Setting the report format section above.

Creating the report

When you have chosen a reporting period, and are happy with your selections, you have two options:

• run the report now
• schedule the report for future delivery

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.

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.

As with all reports, the header of the report includes:

• the report title
• the date and time of the report
• the name of the report, if applicable

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 default target answer time is 10 seconds, and this can be changed, to suit your requirements.

The body of the report consists of a table showing a summary of the handling of your incoming calls on each day during the period you selected. Each line (or day) shows the following information:

You may keep drilling down into the report for more detail e.g. to see which teams are responsible for low responses and drill down further to see which individuals in the team perform worse.

Then drill down further for to see details of which users are letting the team down.

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

If you would like to go back and view this report for a larger section of the organisation, click on the appropriate link in the breadcrumb, as shown below:-