Call scoring

Introduction

TIM Enterprise allows you to create your own score cards and rate any call for evaluation purposes. The scores can be based on any combination of the following answers:

• Yes/No
• A range
• Multiple choice

When running a calls scoring report, the results will appear as follows:

Running the report

On the Reports screen, click on Call scoring in the reports type list, as shown below:

You can tailor the report to your specific requirements by selecting the entity you'd like to apply the report to as well as the output format required. You can also limit the results by adding filters and options as detailed below:

Entity

The Entity allows you to choose which area of the directory you would like to report on. If you want to run a report for your entire organisation, you do not need to choose an entity.

If you want to select a specific area for reporting, click on the button to get a pop-up window showing the areas of the directory you can report on.

To drill up and down simply click on the hyperlinks provided, shown in the screenshot below as Aberdeen, Birmingham, Brighton, Cardiff etc.

Once you have reached the area you would like to report on, click on the green as highlighted in red below.

Alternatively if you are looking for a specific area e.g. person, department, site, name etc, you can just enter the name and press the button as shown in the example below:

Selected Entity

Once your entity you would like to report on had been selected, it will appear, as shown below:

Delete an Entity

In order to delete an entity, just select it with your mouse and click on the button above it, as shown below:

NOTE: Several scorecards can be created. Scorecards can have questions that apply to all teams or only specific teams.

Period

TIM Enterprise allows complete flexibility in the way you can select your Billing Periods.

You have three types of period to select from. These are:

• Preset period
• Last period
• Custom period

NOTE: Running this report over longer periods increases the reliability of its results.

Preset period

The standard Preset periods are shown below and can be selected from this simple drop-down list.

The built-in periods are based on a standard Gregorian calendar and are defined as follows:

Last period

The last period allows complete flexibility, e.g. last 3 hours, last 7 days, last 2 quarters.

NOTE: We define last week from the pre-set periods as Sun-Sat of the previous week and last 7 days as the preceding 7 days.

Custom period

The user defined custom period allows the user to define the exact date and time that the report is required from and to.

Format

This allows you to define the format of the output. Simply click on your preferred output format to determine whether you would like the report output in Web format, to PDF, CSV, as XML or Excel.

To select, simply click on your chosen format from the list as shown above. Note that any report can be run several times with different formats selected for the output if required.

Format	Description
Web	When a report is run, its output is displayed in the Report Output window, which is a mini web-browser containing the HTML output generated by the report engine. It is the common interface for all reports. The report body is shown in a window that can be panned around by using the horizontal and vertical scrollbars. If the report is made up of multiple pages, you can navigate it by using the Back and Fwd buttons at the bottom. You can print the report by pressing the Print button, or save the report to an HTML file by pressing the Save button and choosing a filename and location. Universally-accessible, this format provides clickable column headers for dynamic sorting of table data, with clean graphical charts in the popular Flash format, so you can zoom into them for more detail. Each report is fully customisable - right down to the individual table fields. To view these reports, all that's needed is your favourite web browser - with no need for obscure add-ons!
PDF (Portable Document Format)	PDF is a file format created by Adobe Systems in 1993 for document exchange. PDF is used for representing two-dimensional documents in a manner independent of the application software, hardware, and operating system. PDFs will run over several pages depending on the report selected. Because of the nature of PDF reports, headers are fixed and not selectable as in web reports above. You may however pre-sort before running or scheduling using the filters available in the Options section. PDFs are ideal for producing reports like Phone Bills. PDFs are ideal when distributing to colleagues inside and outside of your organisation - while guaranteeing they'll look identical across all operating systems when viewed on the screen or printed out.
XML (Extensible Markup Language)	XMLs purpose is to aid information systems in sharing structured data, especially via the internet, to encode documents and to serialise data. XML, in combination with other standards, makes it possible to define the content of a document separately from its formatting, making it easy to reuse that content in other applications or for other presentation environments. Most importantly, XML provides a basic syntax that can be used to share information between different kinds of computers, different applications, and different organizations without needing to pass through many layers of conversion. Since all reports are derived from this native format, we pack each one with all the data you'd ever need, so you'll always be able to extract the report data into your favourite reporting packages, such as Business Objects, Crystal Reports, or even your favourite Office spreadsheet.
CSV (Comma Separated Values)	A CSV file is used for the digital storage of data structured in a table of lists form, where each associated item (member) in a group is in association with others also separated by the commas of its set. Each line in the CSV file corresponds to a row in the table. Within a line, fields are separated by commas, each field belonging to one table column. CSV files are often used for moving tabular data between two different computer programs, for example between a database program and a spreadsheet program. This option is ideal for interacting with your own back office systems, all CSV data is fully customisable using XSLT from the report's original XML format.
Excel	Select Excel as your preferred report format, if you would like to manipulate the data and possibly integrate with data in other Excel spreadsheets.

Filters

The filters option allows you to add one or more filters to the report to allow you to sift through information in more detail. To add a filter, simply choose the relevant filter and press the button to add to the report.

The following window will appear, allowing you to set your report's filters:

Account code

If your telephone system provides the ability to add account codes, you may filter by entering the account code here. If more than one account code needs to be entered, simply comma separate.

The default option is to search for calls where there is an exact match for the account code entered i.e. equals, however you do have several other options as presented below:

You can select one of the following options:

• equals: to find only exact matches
• is not equal to: to excluding calls to a particular number or beginning with a particular sequence of numbers
• begins with: to find calls to a particular location e.g. 00 for International
• does not begin with: to exclude certain calls e.g. 07 for UK mobile/personal
• ends with: when you want to find calls to a specific DDI
• does not end with: calls to everywhere except a specific number range
• contains: to find a call where you only have a portion of the number
• does not contain: to find a call where you need to exclude certain numbers or portions of numbers

To add the filter, simply choose the relevant filter and press the Add button to add to the report.

Carrier

The carrier is the tariff table used to cost the call. You can choose to filter all calls by a particular carrier e.g. if you want to check a recent bill from that carrier. Alternatively, you may want to look at all calls not routed over a particular carrier. To do this, simply select from the above:

You can select one of the following options:

• equals: calls equal to the value entered here
• is not equal to: calls not equal to the value here e.g. calls that were not free i.e. 0.00

To add the filter, simply choose the relevant filter and press the Add button to add to the report.

Cost

The cost, if any, incurred by the call (shown in local currency). You can filter by cost to show calls:

You can select one of the following options:

• is greater than: all calls above the value entered here
• is less than: all calls below the value entered here
• equals: calls equal to the value entered here
• is not equal to: calls not equal to the value here e.g. calls that were not free i.e. 0.00

To add the filter, simply choose the relevant filter and press the Add button to add to the report.

Dialled number

When filtering by dialled number, enter the number you want to filter by here, including any international prefixes.

You can select one of the following options:

• equals: to find only exact matches
• is not equal to: to excluding calls to a particular number or beginning with a particular sequence of numbers
• begins with: to find calls to a particular location e.g. 00 for International
• does not begin with: to exclude certain calls e.g. 07 for UK mobile/personal
• ends with: when you want to find calls to a specific DDI
• does not end with: calls to everywhere except a specific number range
• contains: to find a call where you only have a portion of the number
• does not contain: to find a call where you need to exclude certain numbers or portions of numbers

To add the filter, simply choose the relevant filter and press the Add button to add to the report.

LCR Code

If you use Least Cost Routing, you can select the carrier you would like to report on here. Alternatively you can choose to exclude certain carriers.

You can select one of the following options:

• equals: to find only exact matches
• is not equal to: to find any calls over alternative carriers
• begins with: to find calls for a partial LCR code
• does not begin with: to exclude calls over certain carriers
• ends with: exclude LCR codes ending with specific digits
• does not end with: where the LCR code does not end with specific digits
• contains: to find call on an LCR where you only have a portion of the number
• does not contain: to find a call on LCR excluding certain numbers or portions of numbers

To add the filter, simply choose the relevant filter and press the Add button to add to the report.

Start time

Start time is defined as the exact time of day the call started, as output by your telephone system. You may choose to filter for any of the following:

You can select one of the following options:

• is greater than: filter for calls that started after this time e.g. after 08:00
• is less than: filter for calls that started before this time e.g. before 07:00
• equals: filter for calls that started at exactly this time
• is not equal to: filter for calls outside a particular time

To add the filter, simply choose the relevant filter and press the Add button to add to the report.

Call type

This allows you to define the type of call you would like to report on. You can choose between the following:

You can select one of the following options:

• All inbound: .......
• Inbound answered: .........
• Inbound DDI only: .......
• Inbound transfer only: .........
• Inbound missed: .........
• All outbound calls: .........
• Outbound connected only: .........
• Outbound not connected only: .........
• Outbound operator assisted: .........
• Tandem: .........
• User mobile calls: .........
• User SMS: .........
• All internal: .........
• Internal answered only: .........
• Internal not answered only: .........
• Internal not connected only: .........
• Private wire: .........
• Feature: .........

Then you can define the actual type of call. e.g. to see all abandoned DDI calls, choose equals and select 'Missed DDI only' from drop-down list. This will show how many channels had missed or abandoned calls at any one time.

To add the filter, simply choose the relevant filter and press the Add button to add to the report.

CLI

The telephone number of the caller if presented known as CLI (Caller Line Identification). If you want to search for calls from a particular CLI or look for all calls excluding those from a specific CLI, filters should be used as follows:

You can select one of the following options:

• equals: to find only exact matches
• is not equal to: to find every call except those from that CLI
• begins with: to find calls that begin with similar CLI numbers
• does not begin with: to exclude calls from specific CLI's
• ends with: exclude CLI numbers ending with specific digits
• does not end with: where the CLI does not end with specific digits
• contains: to find call from a CLI where you only have a portion of the number
• does not contain: to find a call from a CLI excluding certain numbers or portions of numbers

To add the filter, simply choose the relevant filter and press the Add button to add to the report.

Destination

The destination can most easily be defined as the B end of the call. It will change depending on the type of report being run. e.g. on an internal call, the destination will be the extension number or name of the person being dialled (if the extension number has been allocated a name). On an outgoing call the destination will be the name of the place being dialled e.g. USA, Leeds, Vodafone etc. If a location or mobile has been customised with an exact name, this will be shown e.g. Joe Bloggs mobile, ABC Corp LA office etc. This allows you to search for all calls except those to a specific destination.

You can select one of the following options:

• equals: to find only exact matches
• is not equal to: to exclude calls that don't match
• begins with: to find calls for a partial LCR code
• does not begin with: to exclude calls over certain carriers
• ends with: exclude LCR codes ending with specific digits
• does not end with: where the LCR code does not end with specific digits
• contains: to find call on an LCR where you only have a portion of the number
• does not contain: to find a call on LCR excluding certain numbers or portions of numbers

To add the filter, simply choose the relevant filter and press the Add button to add to the report.

Duration

You may want to filter calls based on the length of time spent on a call i.e. call duration. To do this, simply use filters as follows:

You can select one of the following options:

• is greater than: allows you to look for calls longer than the duration entered
• is less than: allows you to look for calls shorter than the duration entered
• equals: allows you to look for calls equal to the duration shown
• is not equal to: allows you to look for any call that does not match the duration entered

To add the filter, simply choose the relevant filter and press the Add button to add to the report.

Response time

This filter allows you to search and see how long it took for a call to be answered. The duration for response time is always in seconds. The filters should be used as follows:

You can select one of the following options:

• is greater than: allows you to search for calls where the response time is longer than the number of seconds entered
• is less than: allows you to search for calls where the response time is below the number of seconds entered
• equals: allows you to search for call where the response time equals that entered
• is not equal to: allows you to search for calls where the response time differs to that entered

Trunk access code

This filter allows you to search for calls that used a particular trunk access routing code. The filters should be used as follows:

You can select one of the following options:

• equals: to find calls using only this trunk access code
• is not equal to: to find every call that went out not using this trunk access code
• begins with: to find calls that went out over a trunk access code that began with these digits
• does not begin with: to find calls that went out over any trunk access code excluding those that began with the digits entered
• ends with: find calls over any trunk access code ending with specific digits
• does not end with: find calls over any trunk access code that does not end with specific digits
• contains: to find calls over any trunk access code where you only have a portion of the number
• does not contain: to find a call over any trunk access code which does not certain numbers or portions of numbers

To add the filter, simply choose the relevant filter and press the Add button to add to the report.

Added Filters

Once your filters are added, they will appear under the Filters section, as shown below:

Delete a Filter

In order to delete a filter, just select it with your mouse and click on the button above it, as shown below:

Options

Unlike Filters, Options differ depending on the report being run. Some reports do not have any options. Because all options are not available on all reports, only the options that can be used with the report selected will be shown. All other options will be greyed out and can not be selected.

Upon selecting the Option, then click on the Add button to add this option or just select the Close button if you no longer want to include this Option.

A list with the available options for the Call scoring report can be seen below:

Exclude transfers

Select this option if you would like to exclude transferred calls when running a report. For example if you were running Call analysis report on incoming calls and wanted to see only how well calls were answered when first presented, you would add the Exclude transfers option.

As shown above, you have the following two options:

• Yes: ............
• No: ............

Once your option is selected, press the Add button to add it to the report.

Exclude weekends

This option gives you the option of excluding weekend calls from any results shown. To exclude weekend calls, simply select Yes as your option.

As shown above, you have the following two options:

• Yes: ............
• No: ............

Hide contacts

This allows you to show the number only and not any associated contact name that you may have attached to the number.

As shown above, you have the following two options:

• Yes: ............
• No: ............

Once your option is selected, press the Add button to add it to the report.

Sort results by

When running this report, you may want to order the results to suit. You can select the criteria by which you want to order the results from the list as shown below:

• Carrier: ..............................
• Charge band: ..........................
• Count: ................................
• Total duration: Will sort results by total duration. Please note that on PDF report duration will be in descending order. On Web reports all headers are clickable so you can alternate between ascending and descending duration.
• Total cost: Will sort results by total cost. Please note that on PDF report cost will be in descending order. On Web reports all headers are clickable so you can alternate between ascending and descending total cost results.

Once your option is selected, press the Add button to add it to the report.

Sort order

Decide if you would like the results displayed in ascending or descending order.

As shown above, you have the following two options:

• Ascending: ............
• Descending: ............

Once your option is selected, press the Add button to add it to the report.

Ignore missed

You may choose to ignore missed calls below a defined time e.g. 2 seconds. Because the ring time is so short, these calls are difficult to actually answer and therefore you may not want to include in a Missed calls report.

As shown above, you have the option to insert the number of seconds above which your missed calls will be ignored.

Once your option is selected, press the Add button to add it to the report.

Audio only

.............................................................................................................................

As shown above, you have the following two options:

• Yes: ............
• No: ............

Once your option is selected, press the Add button to add it to the report.

Notes only

.............................................................................................................................

As shown above, you have the following two options:

• Yes: ............
• No: ............

Once your option is selected, press the Add button to add it to the report.

Scored only

.............................................................................................................................

As shown above, you have the following two options:

• Yes: ............
• No: ............

Once your option is selected, press the Add button to add it to the report.

Added Options

Once your options are added, they will appear under the Options section, as shown below:

Delete an Option

In order to delete an option, just select it with your mouse and click on the button above it, as shown below:

NOTE: You may add more than one filter to any report.

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 for future delivery

To choose your preferred option, select the appropriate button.

If you choose to run the report now, click the Run now button, as shown below. The results will appear immediately in your chosen format.

To schedule the report for delivery at a later date, follow the instruction given on the Schedule a report section.

Call scoring - The results

When selecting Web as the output format, this report will appear as below.

The Web format allows for complete flexibility when viewing any report. To view details of any filters or selection parameters used in creating this report, simply click on About this report at the top right of the page.

As with all reports, the header of the report includes the report title, any name you may have given to it, and the date and time it was run.

All headers are clickable allowing you re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked.

The results of the call scoring report will vary depending on the type of questions used to create your scorecards.

Yes/No answers will be shown as two bars with a % allocated against the Yes/No answers.

Range answers will show the Minimum and Maximum scores as well as the average score.

Multiple choice scores will show the % allocated to each answer

All scores will show the total number of scores the report is based on so you can put the answers into context.

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