Inbound call performance

Introduction

The Inbound call performance report allows you to assess you're your inbound traffic and response times over any selected period. This report is ideal for organisations where seasonal fluctuations in call traffic occur.

Running the report

On the Reports screen, either double-click on the Inbound Call Performance report in the reports list or highlight the Inbound Call Performance report and press Run now as shown below.

The following report selection criteria window appears:

Select year

You need to select a period for which you want the report to produce information for. The default is set to show the current year, to change simply overtype the year required in the box as shown below:

Select month

You can define a particular month by selecting from the drop-down menu as shown below:

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 an extension group

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.

Specify an extension

You can choose to report on a single extension by tying in the extension number in the box as shown below, otherwise leave the box blank to include information from across your entire organisation.

Options

You can choose to enter threshold to report against by entering the values in the boxes below. e.g. If A = 15 and B = 30, the report will display calls within these defined thresholds i.e. below 15 seconds, 15-30 seconds and above 30 seconds.

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 call volumes, answered calls and abandoned calls, broken down by the thresholds selected. Each month/day/timeslot is highlighted as a hyperlink, allowing you to click on each one to drill-down further and find out the same summary information for each individual period. By further clicking on any period, you have the opportunity to view a fully itemised list of all calls on each day and for each half-hour time slot, over the period of the report that you selected.

The summary pages show the following information:

* The number (and percentage) of calls within the threshold set will be displayed in this field.