Target response

Introduction

This report allows you to quickly assess how well a group of extensions (or your whole organisation) is answered incoming calls within a pre-determined target. It provides a line by line summary of each day (including or excluding weekends) along with a visual indicator showing what percentage of incoming calls were answered within your desired target. The default target answer time is 10 seconds, and this can be changed to suit your requirements.

Running the report

On the Reports screen, either double-click on the Target Response Report in the reports list or select the Target Response report and press Run now 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 below:

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).

To select a period of your own, choose Custom Period from the list, then enter your start and end dates and times in the boxes provided:

Choose a site to report on

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

You can gauge a particular extension group's performance by selecting it here, otherwise leave the box blank to include information from across your entire organisation.

Specify an extension or range

You can choose to report on a single extension or a range of extensions by selecting as shown below, otherwise leave the box blank to include information from across your entire organisation.

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) as shown below:

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

Enter target threshold

When calculating how well your calls are answered, the report takes into account your desired response time target. This is the time over which calls will be considered 'out of target'. For example, if you expect your operators to answer calls within 10 seconds, enter 10 in the box. The report will then show how operators are meeting this target.

Weekend data

Calls made at weekends may distort your result, and you are therefore given the opportunity here to neglect to take them into account. Tick the box to exclude calls received at weekends - Saturdays and Sundays will then be excluded from the report's results.

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 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: