<a id="Introduction"></a> |
The Enterprise overview report is an interactive, click-able report, showing call summaries for each type of call - inbound, outbound and missed. The report is useful for comparing call statistics for different parts of your organisation; it allows you to inspect any area of your business, starting at the top level of the directory and then drill-down into the results to see the same call information for each subgroup or individual extension. Totals, maximums and averages are displayed at the foot of each column.
<a id="Running the report"></a> |
On the Reports screen, select the Enterprise overview report from the left-hand pane and click the button.
A new window will appear, where you can set the parameters of your report.
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:
| Period | Description |
|---|---|
| Today | The start and end dates are set to the current date. The start time is set to 00:00:00 and the end time to 23:59:59. |
| Yesterday | The start and end dates are set to the current date minus one day. The start time is set to 00:00:00 and the end time to 23:59:59. |
| This week | The start date is set to the first day of the current week (normally Monday). The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time. |
| Last week | The start date is set to the date of the last Monday, and the end date is set to the start date plus seven days. The start time is set to 00:00:00 and the end time to 23:59:59. |
| This month | The start date is set to the first day of the current month. The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time. |
| Last month | The start date for this period is set in three stages: The day is set to the first day of the month. The month is set to the previous month. The year is set to the current year, unless it is currently January, in which case, the previous year is used. The start and end times are set to 00:00:00 and 23:59:59 respectively. |
| This year | The start date is set to the first day of the first month of the current year, whilst the end date is set to today's date. The start and end times are set to 00:00:00 and 23:59:59 respectively. |
| All calls | The start and end dates and times are set to the dates and times of the first and last call in the entire call database, respectively. |
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 button to set additional report parameters and options, or select the button to run the report immediately.
Running this report over longer periods of time gives a more accurate picture of your telephone line usage. |
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.
To report on a particular site, select it from the drop-down list or select All sites .
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.
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.
If your web account is restricted to a specific site or group, only those entities to which you have access will be available in the drop-down lists. |
Once you have selected the scope of your report, click on the button to set additional report parameters and options. To run the report immediately without doing so, click the button.
You can limit the results of your report by choosing one or more of the following filters:
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.
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.
If you use more than one carrier, you can limit the results to include only calls that were made using a specific carrier.
If you use only one carrier, there will be no drop-down list available and no option to choose a carrier. |
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.
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
.
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:
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.
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).
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.
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
.
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:
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.
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.
To exclude weekend calls from your report's results, select the option.
To exclude transferred calls from your report's results, select the option.
To exclude unused extension from your report's results, select the Hide unused option.
Choose from the drop-down list whether you want the results of the report to appear in ascending or descending order.
To sort your report's results by a particular column, select it from the drop-down list.
Missed calls below a certain duration can sometimes pollute the meaning of a report's results. To exclude such short calls from your report, enter a duration threshold in the text box provided, e.g. to ignore calls below 3 seconds, enter .
This section allows you to choose the media format of your completed report. The formats available are ,
,
,
and
.
More details about each report format are available in the Setting the report format section above.
<a id="Creating the report"></a> |
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 button, or schedule it for future delivery.
<a id="The report's results"></a> |
As with all reports produced by TIM Plus, each page of the report includes the following information:
The 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. By clicking on the About this report link at the top-right corner of the page, you can review any filters and options that have been applied to the report.
At site level, the report will appear as below:
The body of the report consists of detailed summary information about each extension group (or individual extension if you already selected an extension group during the criteria selection process). A description of each column header is described here, in order from left to right:
| Header | Description |
|---|---|
| Site/Extension Group | If reporting on more than one site, the first screen will by default show site information. If reporting on a single site only, the report will display the extension group by default. You can drill-down to the extension group level, by clicking on the individual site name. If an extension group is missing from this list, then the system did not find any calls made or received by any extension in that group. |
| Missed | The missed calls column is always displayed as red. It allows you to re-order your call analysis detail based on whichever of the following criteria is most important:
|
| Answered | The answered calls columm is always displayed in green. It allows you to re-order the Call analysis report based on incoming call information. You can re-arrange based on any of the following selection criteria:
|
| Outbound | The outbound calls column is always displayed in blue. It shows the total number of calls for each half hour, the maximum, average and total duration for calls in that half hour and average and total cost of calls made in that half hour. It also allows you to re-order the Call analysis report based on this outbound call information. You can re-arrange based on any of the following selection criteria:
|
In addition to the summary information, totals and averages of all call types are shown in footer for each column.
To see the information for each individual extension in a particular group, click on the extension group you're interested in, and a new report will be produced showing the same summary information for each individual extension in the selected group, as shown below:
Finally, by clicking on the hyperlink of a particular extension, a new report is produced again, showing - in chronological order - the actual calls that were made or received by that particular extension.
The output for this is slightly different than the previous summary screens and rather than a summary information, the calls are presented as an itemised list. The table below explains what each column represents:
| Header | Description |
|---|---|
| Date & Time | Shows the date and time the calls was started. |
| Source | Details of where the call originated. |
| CLI | Shows the caller line identity of the incoming call. |
| Route | Shows the number that was dialled, in the case of an outgoing or internal call. |
| Destination | For outgoing calls, shows the destination of the call; for other calls, shows the type of call, e.g. unanswered, abandoned, internal, feature call. |
| Response | The response field shows the length of time it took before the call was answered i.e. the response time. |
| Duration | Shows the duration of the call in hours, minutes and seconds. |
| Cost | Shows the cost of the call. |
 | Shows only if there is a recording associated with the call. To play, simply click on this icon. |
If you would like to go back and view this report for a larger section of the organisation, click on the appropriate link in the breadcrumb, as shown below:
: Shows how many unanswered (or abandoned) calls lost by all active extensions in the particular group displayed.