Incoming call analysis

Introduction

Breaks down your working day into half-hour segments and details important information about your incoming calls. 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

On the Reports 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 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 to administer 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 (optional)

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 (optional)

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) 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.

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.