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

Introduction

The Call Volumes report enables you to get a complete picture of your call volumes by site, group or user. This drill-able report provides a clear, graphical and tabular representation of your outbound, answered and abandoned calls, broken down into hourly blocks. Internal and external calls are itemised separately and every value can be shown as either a percentage or a number.

<a id="Running the report"></a>

Running the report

On the Reports screen, select the Call volumes report from the left-hand pane and click the Select this report button.

A new window will appear, where you can set the parameters of your report.

Selecting the reporting period

For each report, you must specify a time span that covers the calls you want the report to include. This is known as the "reporting period".

There are several preset reporting periods available for selection, based on the standard Gregorian calendar. The following table describes how the start and end times are defined for each preset period:

In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the  drop-down list and specifying your own  , ,  and  of the period you want to report on.

Once you have set the reporting period, click on the Next button to set additional report parameters and options, or select the Finish button to run the report immediately.

Selecting the reporting entity

The Reporting entity parameter allows you to select the part of your organisation whose calls the report should include, e.g. a site, a group or an individual user.

Site

To report on a particular site, select it from the drop-down list or select All sites .

Group

If a site has been selected, you are able to further limit the report's results by selecting a group from the drop-down list.

User

If both a site and group have been selected, you can further limit the report's results to include calls by a particular user by selecting it from the drop-down list.

Once you have selected the scope of your report, click on the Next button to set additional report parameters and options. To run the report immediately without doing so, click the Finish button.

Selecting the report filters

You can limit the results of your report by choosing one or more of the following filters:

Account code

If you want to produce a bill consisting of only chargeable calls that were made using a particular account code, enter the account code in the field provided. 

To report on more than one account code, separate each code using a comma.

Call type

This filter allows you to define the type of call you want to report on, in terms of where the call originated and where it was delivered, e.g. incoming, outgoing, internal, etc.  To report on all types of call, set this to All calls.

Carrier

If you use more than one carrier, you can limit the results to include only calls that were made using a specific carrier.

CLI

Calling Line Identification (CLI) is the telephone number of the remote caller in an incoming call scenario.

You can report on calls that originate from a specific CLI or those whose CLI matches a particular pattern of digits. For example, to report on all incoming calls from Tri-Line, you could enter 02072652600.

You can use the ! symbol to explicitly exclude a CLI from the report's results, and/or the  symbol as a wildcard in digit pattern matching.  For example, to exclude calls from Tri-Line, but include all others, you could use !020726526*. To report on more than one CLI, use a comma to separate each entry.

Cost

You can define a cost filter to include calls above or below specific values by entering your criteria, as shown below:

You can specify a cost range by using the  symbol; to specify limits, use the comparison operators, >, <, and  .

Duration

If you want to filter calls to a specific, known destination, type the name of the destination in the text box provided. This filter accepts the ! and * symbols for excluding values and specifying partial matches, respectively.

For example, if you wanted to exclude all calls to France, you could enter , as shown below:

Dialled number

To filter calls to a specific dialled number, type it in the text box provided. The dialled number is defined as the number that is dialled (in the case of an outbound call), or the DDI number that the remote party dialled to reach a particular extension or group (in the case of an inbound call).

To filter calls to a specific area, a partial number can be entered (e.g. 0033 for calls to France).

You can use the ! symbol to explicitly exclude a dialled number from the report's results, and/or the  symbol as a wildcard in digit pattern matching.  For example, to exclude calls to Tri-Line, but include all others, you could use !020726526*). To report on more than one dialled number, use a comma to separate each entry.

Duration

To filter calls above or below a particular duration, enter the desired duration in seconds.

You can specify a duration range by using the  symbol; to specify limits, use the comparison operators, >, <, and  .

In the above example, the report will return only calls longer than 1800 seconds (30 minutes).

LCR code

To filter your results to include only calls that used a Least Cost Routing (LCR) code, enter it in the text box provided.

You can use the ! symbol to explicitly exclude a LCR code from the report's results, and/or the  symbol as a wildcard in digit pattern matching.  For example, to exclude calls made using all LCR codes beginning , you could enter . To report on more than one LCR code, use a comma to separate each entry.

Response

This option allows you to filter calls based on their response time, measured in seconds. Specify the desired response time threshold in the text box provided.

In the above example, the search results will display calls that have a response time greater than 10 seconds. 

You can specify a response time range by using the  symbol and; to specify limits, use the comparison operators, >, <, and  .

Start time

This option allows you to filter calls based on the time the call started. Specify the start time in the text box provided using the hh:mm:ss format.

For example, to include only calls that began after 10 am, you could enter 10:00:00 in the Start time field, as shown below:

Trunk access code

If your telephone system uses trunk access codes to connect calls using specific channels, you can limit your report's results to include only calls made using those codes. Specify the trunk access code in the text box provided.

You can use the ! symbol to explicitly exclude a trunk access code from the report's results, and/or the  symbol as a wildcard in digit pattern matching. For example, to exclude calls made using the  trunk access code, you could enter . To report on more than one trunk access code, use a comma to separate each entry.

Selecting the report options

This section enables you to further narrow down your report results, by excluding certain types of calls. It also allows you to sort the report's results in a particular manner.

Exclude weekends

To exclude weekend calls from your report's results, select the  option.

Show unconnected calls

To show unconnected calls in your report results, select the text box provided:

Hide unused

To exclude unused extension from your report's results, select the  option.

Sort order

Choose from the  drop-down list whether you want the results of the report to appear in ascending or descending order.

Sort results by

To sort your report's results by a particular column, select it from the  drop-down list.

Selecting the report format

This section allows you to choose the media format of your completed report. The formats available are Web, PDF, Excel, CSV and XML.

More details about each report format are available in the Setting the report format section above.

<a id="Creating the report"></a>

Creating the report

When you have selected a reporting period and have chosen any filters and options, you can either run the report immediately by clicking on the Run now button, or schedule it for future delivery.

<a id="The report's results"></a>

The report's results

Below is an example of this report's output in Web format:

As with all reports produced by TIM Plus, each page of the report includes the following information:

• the report's title, e.g. Call Analysis
• the date and time that the report was generated
• the name of the report, if applicable

The Web format is the most interactive of all formats: all column headers are click-sortable and most graphical and tabular elements can be drilled down into, allowing deeper analysis of your results. To view details of any filters or parameters used in creating this report, click on About this report at the top-right corner of the page.

The report is divided into three sections: Graph, Details and Summary.

Graph

The Graph provides a visual representation of all inbound, outbound and missed calls for both external and internal activity. A simple toggle button on the top right of the screen allows the user to flip between call volumes and percentages.

Details

The Details section replaces the graph with the actual volumes (or percentages) of calls for each time slot throughout the day.

All figures are drill-able, therefore, clicking on any of them will display an itemised list of calls, as shown below:

Each column of the table is described here:

Header	Description
Date & Time	The date and time the call started.
Source	The location the call originated.
CLI	The telephone number of the remote caller.
Route	The information displayed in this field will be determined by the type of call. For incoming calls, the route field will show the CLI of the caller. For incoming internal calls, the route field will show either the username or extension number. For outgoing calls the route field will show the dialled number.
Destination	The information displayed in this field will be determined by the type of call. For Incoming calls the name of the user whose extension answered the call is shown. If the user has not been allocated a name, the extension number is shown instead. For outgoing calls the destination dialled is shown. Where you have added a more specific location name (e.g. Joe Bloggs mobile), this will be shown instead of the generic location name. For internal calls the extension dialled will be shown in square brackets [ ].
Response	The length of time it took for the call to be answered (i.e. the response time)
Duration	The duration of the call in hours, minutes and seconds.
Cost	The cost of the call.
	This icon will show only if there is a recording file associated with the call.

Summary

To see a summary of all calls for the period that you have defined, click on the Summary tab.

You can easily re-run your report to cover a larger organisational scope, by clicking an element of the breadcrumb as shown below: