<a id="Introduction"></a> |
The Missed Calls report analyses your missed calls data in order to reveal which callers have or haven't been responded to. Each missed call is given a priority rating depending on how many times and how often a caller attempted to make contact. The time window in which a call must be responded to, if it is to be considered handled, is user-definable.
<a id="Running the report"></a> |
On the Reports screen, click on Missed calls in the reports list and then press 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.
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:
This section allows you to further narrow down your report results, by excluding certain types of calls or sorting the results in a particular manner. The filters are fairly self-explanatory. For example, if you would like to exclude weekend calls from the report, simply tick the option to exclude weekend calls. If you would like to ignore missed calls shorter than a specific duration, simply enter the duration in the box.
This option allows you to exclude weekend calls from any results shown. If you would like to exclude weekend calls, simply select the tickbox to exclude weekend calls.
When running a report, you may not want to display in the results every call lost. If you want to only show a summary of lost calls - instead of listing all calls - tick the box as shown below:
Tick this option if you do not want to replace dialled numbers, CLIs and account codes with their equivalent names, as defined in your web user's contacts list(s).
This option allows you to display only calls that have notes stored against them.
This option allows you to display only calls that have a voice recording file associated to them.
Choose whether you would like the results of the report to appear in ascending or descending order, by selecting from the drop-down box.
You may choose the order in which results are sorted, by selecting the appropriate option from the list provided.
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 in the box provided:
This options allows you to define the window in which a call must be responded to, in order to be cosidered as handled ( i.e. 24 = 24 hours).The default callback interval is 24 hours but you may enter in any number here.
This section allows you to choose the output format of your report. To select the desired format, click on the drop-down list and choose from the available options: 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> |
When you have chosen a reporting period, and are happy with your selections, you have two options:
If you click on the button, the report will run instantly in your chosen format.
If you want to schedule the report to run at a later time, follow the instruction given in the Schedule a report section.
<a id="The report's results"></a> |
When selecting WEB as the output format, this report will appear as below. To view details of any filters or selection parameters used in creating this report, simply click on About this report on the top-right corner of the page.
As with all reports, the header of the report includes:
The WEB format allows for complete flexibility when viewing any report. All headers are clickable, allowing you to re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked.
The report has two clear tabs, and calls. The calls tab shows calls that were missed but never responded to. The calls tab shows calls that were missed initially but eventually responded to.
The headers of this report are as follows:
| Header | Description |
|---|---|
| First Attempt | This column displays the date and time that the first call was missed. |
| CLI | The Calling Line Identity of the caller. Note this field will be blank if withheld. |
| Contact | The person or extension number who missed the call. If several were call, the word 'Various' will appear here. |
| Avg ring time | 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. |
| Attempts | The number of times the caller tried to get through without success. |
| Priority | 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. |
Where more than one attempt has been made, simply click to expand and see all attempts. |
The headers of this report are as follows:
| Header | Description |
|---|---|
| Handled | This column displays the date and time that the call was actually handled. |
| CLI | The Calling Line Identity of the caller. Note this field will be blank if withheld. |
| Contact | The person or extension number who missed the call. If several were call, the word 'Various' will appear here. |
| Duration | 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. |
| Attempts | The number of times the caller tried to get through without success. |
| Priority | 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. |
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.
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:-