First & Last Calls

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

Introduction

The First & Last Calls report allows you to identify the first and last call that took place in your organisation, for any selected entity.

Running the report

Access the Reports screen, select the First & Last Calls report 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.

Select an extension group (optional)

To further limit your report's results, you can select a particular group to report on, or leave blank to report on all groups.

Table format

By default, the report's results will be displayed in a table, whose width is 50%. To change the width of the table, enter the desired percentage in the box provided, as shown below:

Creating the report

When you have selected a reporting period and have chosen the report's criteria, click on the Run now button, as shown below:

The report's results

Below is an example of this report's output:

The header of the report will display its title, any friendly name you assigned to it, the period of the report and any options you have selected in the report's selection criteria window.

The body of the report will display in a table containing the following column headers:

Introduction

This report allows you to produce a report showing when the first and last call took place for any extensions selected.

These figures allow you to see when team members actually start taking calls and when they finish allowing you to 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 First & Last Calls report in the reports list or highlight the First & Last 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.

Select an extension group (optional)

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.

Table format

The default is 50%, which means the results are compacted to display on the first half of the screen. To display at full screen, change to 100%.

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.