<a id="Introduction"></a>

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<h2>Introduction</h2>

<p>This report allows you to easily report on any missed calls. The report has two clear tabs, <span class="button">Missed</span> and <span class="button">Handled</span> calls.
The <span class="button">Missed</span> calls tab shows calls that were missed but never responded to. The <span class="button">Handled</span> calls tab shows calls that were
missed initially but eventually responded to.</p>

<p>This report is ideal for identifying lost calls and lost business.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/missed_calls_1.png" alt="Missed calls" />

<h2>Running the report</h2>

<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Missed calls</span> in the reports list and then press the <span class="button">Select this report</span> button.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/missed_calls_2.png" alt="Missed calls" />

<p>The following report selection criteria window appears:</p>

<h4>Reporting period</h4>

<p>Every report requires a period to run over. This is generally defined as the "Reporting period".</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/period_screen.png" alt="Missed calls" />

<p>There are several pre-defined periods that can be selected from a simple drop-down list as shown above.</p>

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

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=98>Period</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Today</b></td>
			<td class="confluenceTd">The start date and end date is set to the current date. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Yesterday</b></td>
			<td class="confluenceTd">The start date and end date is set to the current date minus one day. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This week</b></td>
			<td class="confluenceTd">The start date is set to the Monday of the current week, whilst the end date is set to the current day. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Last week</b></td>
			<td class="confluenceTd">The start date is set to the last Monday, whilst the end date is set to the start date plus seven days. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This month</b></td>
			<td class="confluenceTd">The start date is set to the 1<span class="exponent">st</span> day of the current month and the end date to today. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Last month</b></td>
			<td class="confluenceTd">The start date for this period is set in three stages. The day is set to <span class="keyword">01</span>, the month is set to the current month minus one, or in the case of January, 
			it is set to <span class="keyword">12</span>. The year is set to the current year, unless it is a new year, in which case the year is reduced by one. The start and end times are set to 
			<span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This year</b></td>
			<td class="confluenceTd">The start date is set to the first day of the first month of the current year. The end date is set to today's date. The start and end times are set to <span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>All calls</b></td>
			<td class="confluenceTd">The start date is set to the date of the first call in the database, whilst the end date is set to the date of the most recent call in the database. Times are also set to the times of the first and last calls in the database.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Custom period</b></td>
			<td class="confluenceTd">Enter the start and end dates and times into the boxes below. The start and end times are linked to their respective dates.</td>
		</tr>
	</tbody>
</table>

<p>If you want to be more specific, you can choose the <span class="keyword">Custom period</span> from the bottom of the drop-down list. This option
will allow you to define the start date and end date yourself, as shown below. When you need to be even more specific,
you can also choose a start time and end time.</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/custom_period_screen.png" alt="Missed calls" />

<p>When the report is executed, if the user has selected an in-built period, the reporting engine simply substitutes the start
and end dates based on the current date and the period the user selected.</p>

<p>Once you have set the report's period, click on the <span class="button">Next</span> button to set more of the report's features or select the <span class="button">Finish</span> button to run the report.</p>

<h4>What do you want to report on?</h4>

<p>In addition to the reporting period, each report offers you the opportunity to define exactly what you want to report on. This is
generally a site, group or user.</p>

<h5>Site</h5>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_1.png" alt="Missed calls" />

<p>TIM Plus will allow you to log information from up to five sites. If you want to report on a specific site, select that site from
the drop-down list or to select all sites' data, leave it at the default <span class="keyword">All sites</span> as shown above.</p>

<h5>Group</h5>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_2.png" alt="Missed calls" />

<p>There is no limit to the number of groups available on each site. Groups, like sites are available as a drop-down list. You
can choose to select a specific group or leave at the default <span class="keyword">All groups</span>. Please note that the drop-down list for each
group can only appear if a site has already been selected.</p>

<h5>User</h5>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_3.png" alt="Missed calls" />

<p>Once a site and group has been selected, you can decide whether you would like to report on all users or select a
particular user from the drop-down list as shown above.</p>

<p>Once you have set the report's entities, click on the <span class="button">Next</span> button to set more of the report's features or select the <span class="button">Finish</span> button to run the report.</p>

<h4>Filter call information</h4>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/filter_screen_missed_calls.png" alt="Missed calls" />

<p>You have the option of filtering the information, based on a number of call filters. These filters allow you to be very
specific, when deciding the call information you would like in the final report.</p>

<p>If you do not want to select any filters, simply press the <span class="button">Next</span> button to skip.</p>

<p>Please find a brief description of all filters below:</p>

<h5>Account code</h5>

<p>If you want to produce a bill consisting of all chargeable calls made using a particular account code, enter the account code in this filed. To report on more than one account code, simply comma separate.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/account_code_exmpl.png" alt="Account code" />

<h5>Call type</h5>

<p>This filter allows you to define the type of call you would like to report on. If you would like to report on all calls, leave at the default <span class="keyword">All calls</span>.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_type_exmpl.png" alt="Call type" />

<h5>Carrier</h5>

<p>If you use more than one carrier, you can choose which carriers calls you would like to report on.</p>

<p>To report on all calls from all carriers, leave at default.</p>

<p>If you only use one carrier, there will be no drop-down list available and no option to choose a different carrier.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/carrier_exmpl.png" alt="Carrier" />

<h5>CLI</h5>

<p>The Caller Line Identification (CLI) is the number associated with the incoming call. This is sometimes withheld by the person making the call.</p>

<p>You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI by entering the number in here. For example, for calls from Tri-Line you would enter in "02072652600". This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude calls from Tri-Line use "!020726526*".</p>

<p>To report on more than one CLI, simply comma separate.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cli_exmpl.png" alt="CLI" />

<h5>Cost</h5>

<p>If you want to add a filter for call costs, simply type in the cost you wish to define as shown nearby and add the appropriate above, below and between symbol . This filter accepts range (<span class="keyword">-</span>) and comparison operators (<span class="keyword">></span>, <span class="keyword"><</span>, <span class="keyword">!</span> and <span class="keyword">*</span>).</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cost_exmpl.png" alt="Cost" />

<h5>Destination</h5>

<p>If you want to filter calls to a specific destination and that destination has been added to your locations field, simply type the destination in here. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude all calls to France use "!France*".</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/destination_exmpl.png" alt="Destination" />

<h5>Dialled number</h5>

<p>To filter calls to a specific number, type the number in the dialled number field. To filter calls to a specific area, a partial number may be entered here e.g. "0033" for calls to France. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude calls to 0207 265, enter "!0207265*".</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/dialled_number_exmpl.png" alt="Dialled number" />

<h5>Duration</h5>

<p>To filter call above or below a particular duration, simply enter the number of seconds and the relevant symbol. This filter accepts range (<span class="keyword">-</span>) and comparison operators (<span class="keyword">></span>, <span class="keyword"><</span>, <span class="keyword">!</span> and <span class="keyword">*</span>).</p>

<p>In the example nearby, the filter will look for calls above 1800 seconds (30 minutes). Alternatively you may want to exclude calls below a certain threshold e.g. below 3 seconds.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/duration_exmpl.png" alt="Duration" />

<h5>LCR code</h5>

<p>If you are using Least Cost Routing (LCR), you may want to filter by LCR code in order to check a bill from your LCR provider. To do this simply enter the LCR code in the LCR field. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude a specific LCR code, simply add as follows "!162*".</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/lcr_code_exmpl.png" alt="LCR code" />

<h5>Response</h5>

<p>This filter allows you to filter based on the response times to calls. You have the option of
filtering for calls above or below a threshold. You can define this threshold in the box
alongside.</p>

<p>The figure relates to seconds. e.g. the example nearby shows 10 seconds. By
selecting from the drop-down list, you will be able to filter calls that took more than 10
seconds to answer or see calls answered in less than 3 seconds.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/response_exmpl.png" alt="Response" />

<h5>Start time</h5>

<p>This filter allows you to filter calls based on the start time. This is the time of day
when the call started in the format <span class="keyword">hh:mm:ss</span>, e.g. if you want calls after 8 a.m. only, then enter the start time in as "08:00:00" as shown nearby.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/start_time_exmpl.png" alt="Start time" />

<h4>Specific Options</h4>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/options_screen_missed_calls.png" alt="Missed calls" />

<p>This section allows you to add more specific filters to your report. The filters are fairly self-explanatory. If you would like
to exclude weekend calls from the report, simply tick the option to exclude weekend calls.</p>

<h5>Exclude weekends</h5>

<p>This option gives you the option of excluding weekend calls from any results shown. If you would like to exclude weekend
calls, simply select the tickbox to exclude weekend calls.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/weekends.png" alt="Missed calls" />

<h5>Summary only</h5>

<p>When running a report, you may not want to display every call lost in the results. If you want to only show a
summary of lost calls, instead of listing all calls, select Summary only as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/summary_only.png" alt="Missed calls" />

<h5>Don't replace numbers with contact names</h5>

<p>Tick this option if you do not want dialled numbers, CLIs and account codes replaces with their named equivalents, as
they are defined in your web user's contacts list(s).</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/numbers.png" alt="Missed calls" />

<h5>Notes only</h5>

<p>This option allows you to display only show calls that have notes stored against them in the results.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/notes_only.png" alt="Missed calls" />

<h5>Audio only</h5>

<p>This option allows you to display only show calls that have an associated voice recording in the results.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/audio_only.png" alt="Missed calls" />

<h5>Sort order</h5>

<p>Choose whether you would like the results of the report to appear in ascending or descending order, by selecting from the
drop-down box.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/sort_order.png" alt="Missed calls" />

<h5>Sort results by</h5>

<p>You may choose the order in which results are sorted by selecting the appropriate option from the list shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/sort_results_missed_calls.png" alt="Missed calls" />

<h5>Ignore missed calls shorter than</h5>

<p>If you would like to exclude short calls from your report, enter the duration below which you'd like to ignore calls. If you
would like to exclude very short calls, e.g. calls below 3 seconds, simply enter the number '3' in the box, as shown here.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/ignore_missed_calls.png" alt="Missed calls" />

<h5>Callback interval</h5>

<p>This allows you to define the window in which a call must be responded to, in order to be cosidered handled (in hours i.e. 24 = 24 hours)</p>

<p>The default callback interval is 24 hours but you may enter in any number here.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/callback_interval.png" alt="Missed calls" />

<h2>Creating the report</h2>

<p>When you have chosen a reporting period, and are happy with your selections, you have two options:</p>

<ul>
	<li>Run the report now</li>
	<li>Schedule for future delivery</li>
</ul>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/run_report_screen.png" alt="Missed calls" />

<p>To choose your preferred option, select the appropriate button.</p>

<p>If you choose to run the report now, click the <span class="button">Run now</span> button. The results will appear immediately in your
chosen format.</p>

<p>To schedule the report for delivery at a later date, follow the instruction given on the <a href="Schedule a report">Schedule a report</a> section.</p>

<h2>Missed calls - The results</h2>

<h4>Missed calls</h4>

<p>When selecting <span class="reference">Web</span> as the output format, this report will appear as below.</p>

<p>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 <span class="link">About this report</span> at the top right of the page.</p> 

<p>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.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/missed_calls_1.png" alt="Missed calls" />

<p>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.</p>

<p>The headers of this report are as follows:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=110>Header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>First Attempt</b></td>
			<td class="confluenceTd">This column displays the date and time that the first call was missed.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>CLI</b></td>
			<td class="confluenceTd">The Calling Line Identity of the caller. Note this field will be blank if withheld.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Contact</b></td>
			<td class="confluenceTd">The person or extension number who missed the call. If several were call, the word 'Various' will appear here.	</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Avg ring time</b></td>
			<td class="confluenceTd">The average duration that the caller held for before hanging up. Note the period is determined by the Call back period 
			set in the Options page e.g. 24 hours.</td>
		</tr>
			<tr>
			<td class="confluenceTd"><b>Attempts</b></td>
			<td class="confluenceTd">The number of times the caller tried to get through without success.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Priority </b></td>
			<td class="confluenceTd">The priority field allows you to prioritise those who called most often with the shortest ring time between calls. 
			The priority is determined by the difference in time between the first and last call divided by the number of times they called.</td>
		</tr>
	</tbody>
</table>

<p>Where more than one attempt has been made, simply click to expand and see all attempts.</p>

<h4>Handled calls</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/missed_calls_3.png" alt="Missed calls" />

<p>The headers of this report are as follows:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=110>Header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Handled</b></td>
			<td class="confluenceTd">This column displays the date and time that the call was actually handled.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>CLI</b></td>
			<td class="confluenceTd">The Calling Line Identity of the caller. Note this field will be blank if withheld.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Contact</b></td>
			<td class="confluenceTd">The person or extension number who missed the call. If several were call, the word 'Various' will appear here.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Duration</b></td>
			<td class="confluenceTd">The average duration that the caller held for before hanging up. Note the period is determined by the Call back period 
			set in the Options page e.g. 24 hours.</td>
		</tr>
			<tr>
			<td class="confluenceTd"><b>Attempts</b></td>
			<td class="confluenceTd">The number of times the caller tried to get through without success.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Priority </b></td>
			<td class="confluenceTd">The priority field allows you to prioritise those who called most often with the shortest ring time between calls. 
			The priority is determined by the difference in time between the first and last call divided by the number of times they called.</td>
		</tr>
	</tbody>
</table>

<p>To get more details on the previous lost calls, i.e. missed calls before it was eventually handled, simply click on the call
and all calls will be displayed as shown below. The red calls are the earlier missed calls. Any calls shown in green were
handled by a later inbound call being answered. Calls shown in blue were handled when someone made an outbound
call.</p>

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

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_plus/breadcrumb.png" alt="Breadcrumbs" />