The Call Analysis report breaks down your working day into half-hour segments, providing a clear graphical representation of your outbound, answered and abandoned calls. Call volumes are shown as maximums and averages which can help with staff planning.
Click on the Reports tab and select Call Analysis from the left-hand pane. The screen displaying the parameters of the report will appear, where you can configure the entity, period, filters, options and format of the report.
For details about how to configure these parameters, refer to the relevant page in the list below:
When you have configured the report's parameters, click on the button to run the report immediately; alternatively, you can save the report's definition or schedule the report for future delivery.
Below is an example of this report's output in Web format, displaying a breakdown of calls organised in half-hour time slots:
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.
As with all reports produced by TIM Enterprise each page of the report includes the following information:
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. The headers of this report are as follows:
| Header | Description |
|---|---|
| Time slot | The time period to which the other headers' results relate. |
| Missed |
|
| Answered |
|
| Outbound |
|
To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:
<h2>Introduction</h2> <p>The Call Analysis report breaks down your working day into half-hour segments and details important information about your calls. You get a clear graphical image showing how many calls are abandoned calls and answered and how many outgoing calls are made.</p> <p>This is broken down into half hour timeslots, showing how long it takes you to answer or how long people are waiting before they give up and abandon the call. These figures are shown as maximum and averages so you can more effectively plan your staffing requirements throughout each working day. You can add numerous filters which are described here in detail, if you want to be even more specific in the information displayed.</p> <p>You can also optimise to exclude weekends from this report, when perhaps not many calls are being made or received, and so as not to distort the averages. You can also concentrate on incoming or outgoing calls or look at all calls.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/call_analysis_1.png" alt="Call analysis" /> <h2>Running the report</h2> <p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Call analysis</span> in the reports type list, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/call_analysis_2.png" alt="Call analysis" /> <p>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: </p> <h4>Entity</h4> <p>The <span class="reference">Entity</span> 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.</p> <p>If you want to select a specific area for reporting, click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/add_button.png" alt="Add Entity button" /> button to get a pop-up window showing the areas of the directory you can report on.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/reports_3.png" alt="Add Entity" /> <p>To drill up and down simply click on the hyperlinks provided, shown in the screenshot below as Aberdeen, Birmingham, Brighton, Cardiff etc.</p> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_1.png" alt="Entity panel" /> <p>Once you have reached the area you would like to report on, click on the green <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/tick_button.png" alt="Add Entity button" /> as highlighted in red below.</p> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_2.png" alt="Entity panel" /> <p>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 <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/search_button.png" alt="Search" /> button as shown in the example below:</p> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_3.png" alt="Entity panel" /> <h5>Selected Entity</h5> <p>Once your entity you would like to report on had been selected, it will appear, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/selected_entity.png" alt="Selected entity" /> <h5>Delete an Entity</h5> <p>In order to delete an entity, just select it with your mouse and click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/red_delete_button.png"> button above it, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/delete_entity.png" alt="Delete entity" /> |
NOTE: If you have restricted access, you may not be able to see the entire directory. You will need to speak to your system administrator to get access rights to other areas. |
<h4>Period</h4> <p>TIM Enterprise allows complete flexibility in the way you can select your time periods.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/period.png" alt="Period panel" /> <p>You have three types of period to select from. These are:</p> <ul> <li><b>Preset period</b></li> <li><b>Last period</b></li> <li><b>Custom period</b></li> </ul> |
NOTE: Running this report over longer periods increases the reliability of its results. |
<h6>Preset period</h6> <p>The standard Preset periods are shown below and can be selected from this simple drop-down list.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/preset_period.png" alt="Preset period" /> <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">This is Monday to Sunday of the previous week. 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> </tbody> </table> <h6>Last period</h6> <p>The last period allows complete flexibility, e.g. last 3 hours, last 7 days, last 2 quarters.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/last_period.png" alt="Last period" /> |
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. |
<h6>Custom period</h6> <p>The user defined custom period allows the user to define the exact date and time that the report is required from and to.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/custom_period.png" alt="Custom period" /> |
<h4>Format</h4> <p>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.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/formats.png" alt="Formats panel" /> <p>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.</p> <table class="confluenceTable"> <tbody> <tr> <th class="confluenceTh" width=196>Format</th> <th class="confluenceTh">Description</th> </tr> <tr> <td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/web_icon.gif" /> <b>Web</b></td> <td class="confluenceTd">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 <span class="button no_margin">Back</span> and <span class="button no_margin">Fwd</span> buttons at the bottom. You can print the report by pressing the <span class="button no_margin">Print</span> button, or save the report to an HTML file by pressing the <span class="button no_margin">Save</span> button and choosing a filename and location. <p>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!</p> </td> </tr> <tr> <td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/pdf_icon.gif" /> <b>PDF <br/>(Portable Document Format)</b></td> <td class="confluenceTd">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. <p>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 <span class="reference">Options</span> section. PDFs are ideal for producing reports like <span class="reference">Phone Bills</span>. 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.</p> </td> </tr> <tr> <td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/xml_icon.gif" /> <b>XML <br/>(Extensible Markup Language)</b></td> <td class="confluenceTd">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. <p>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.</p> </td> </tr> <tr> <td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/csv_icon.gif" /> <b>CSV <br/>(Comma Separated Values)</b></td> <td class="confluenceTd">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. <p>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.</p> </td> </tr> <tr> <td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/excel_icon.gif" /> <b>Excel</b></td> <td class="confluenceTd">Select Excel as your preferred report format, if you would like to manipulate the data and possibly integrate with data in other Excel spreadsheets. </td> </tr> </tbody> </table> |
<h4>Filters</h4>
<p>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 <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/add_button.png" > button to add to the report.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/filters_1.png" alt="Add filter" />
<p>The following window will appear, allowing you to set your report's filters:</p>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/filters_4.png" alt="Add filter" />
<h5>Account code</h5>
<p>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.</p>
<p>The default option is to search for calls where there is an exact match
for the account code entered i.e. <span class="keyword">equals</span>, however you do have several
other options as shown in the image below:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/account_code_exmpl.png" alt="Account code" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">equals: </span>To find only exact matches for the account code entered</li>
<li><span class="keyword">is not equal to: </span>To find all calls to everything except a particular account code</li>
<li><span class="keyword">begins with: </span>To find calls to an account code beginning with a specific series of digits</li>
<li><span class="keyword">does not begin with: </span>To exclude calls to account codes beginning with a specific series of digits</li>
<li><span class="keyword">ends with: </span>When you want to find calls to account codes ending with a specific series of digits</li>
<li><span class="keyword">does not end with: </span>When you want to find calls to account codes that do not end with a specific series of digits</li>
<li><span class="keyword">contains: </span>To find a call where you only have a portion of the account code number</li>
<li><span class="keyword">does not contain: </span>To find a call where you need to exclude certain numbers or portions of numbers</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Carrier</h5>
<p>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. The Carrier filter is presented below:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/carrier_exmpl.png" alt="Carrier" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">equals: </span>Calls equal to the value entered here e.g. all calls via BT</li>
<li><span class="keyword">is not equal to: </span>Calls not equal to the value here e.g. all calls where BT is not the carrier</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Cost</h5>
<p>This is the cost, if any, incurred by the call (shown in local currency). The Cost filter is presented below:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/cost_exmpl.png" alt="Cost" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">is greater than: </span>All calls above the value entered here</li>
<li><span class="keyword">is less than: </span>All calls below the value entered here</li>
<li><span class="keyword">equals: </span>Calls equal to the value entered here</li>
<li><span class="keyword">is not equal to: </span>Calls not equal to the value here e.g. calls that were not free i.e. 0.00</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Dialled number</h5>
<p>When filtering by dialled number, enter the number you want to filter by here, including any international prefixes. The Dialled number filter is presented below:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/dialled_number_exmpl.png" alt="Dialled number" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">equals: </span>To find only exact matches</li>
<li><span class="keyword">is not equal to: </span>To excluding calls to a particular number or beginning with a particular sequence of numbers</li>
<li><span class="keyword">begins with: </span>To find calls to a particular location e.g. 00 for International</li>
<li><span class="keyword">does not begin with: </span>To exclude certain calls e.g. 07 for UK mobile/personal</li>
<li><span class="keyword">ends with: </span>When you want to find calls to a specific DDI</li>
<li><span class="keyword">does not end with: </span>Calls to everywhere except a specific number range</li>
<li><span class="keyword">contains: </span>To find a call where you only have a portion of the number</li>
<li><span class="keyword">does not contain: </span>To find a call where you need to exclude certain numbers or portions of numbers</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>LCR code</h5>
<p>If you use LCR code (Least Cost Routing), you can select the carrier you would like
to report on here. Alternatively you can choose to exclude certain
carriers. The LCR code filter is presented below:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/lcr_code_exmpl.png" alt="LCR code" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">equals: </span>To find only exact matches</li>
<li><span class="keyword">is not equal to: </span>To find any calls over alternative carriers</li>
<li><span class="keyword">begins with: </span>To find calls for a partial LCR code</li>
<li><span class="keyword">does not begin with: </span>To exclude calls over certain carriers</li>
<li><span class="keyword">ends with: </span>To exclude LCR codes ending with specific digits</li>
<li><span class="keyword">does not end with: </span>Where the LCR code does not end with specific digits</li>
<li><span class="keyword">contains: </span>To find a call on an LCR where you only have a portion of the number</li>
<li><span class="keyword">does not contain: </span>To find a call on an LCR excluding certain numbers or portions of numbers</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Start time</h5>
<p>Start time is defined as the exact time of day the call started, as
output by your telephone system. The Start time filter is presented below:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/start_time_exmpl.png" alt="Start time" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">is greater than: </span>Filter for calls that started after this time e.g. after 08:00</li>
<li><span class="keyword">is less than: </span>Filter for calls that started before this time e.g. before 07:00</li>
<li><span class="keyword">equals: </span>Filter for calls that started at exactly this time</li>
<li><span class="keyword">is not equal to: </span>Filter for calls outside a particular time</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Call type</h5>
<p>This allows you to define the type of call you would like to report on. The Call type filter is presented below:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/call_type_exmpl.png" alt="Call type" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">All inbound: </span> The report will produce results based on every inbound call.</li>
<li><span class="keyword">Inbound answered: </span>The report will produce results based on inbound answered calls only.</li>
<li><span class="keyword">Inbound DDI only: </span>The report will produce results based on inbound DDI (direct dial) calls only.</li>
<li><span class="keyword">Inbound transfer only: </span>The report will produce results based on inbound transferred calls only.</li>
<li><span class="keyword">Inbound missed: </span>The report will produce results based on inbound missed calls only.</li>
<li><span class="keyword">All outbound calls: </span>The report will produce results based on every outbound call.</li>
<li><span class="keyword">Outbound connected only: </span>The report will produce results based on outbound connected calls only.</li>
<li><span class="keyword">Outbound not connected only: </span>The report will produce results based on outbound calls that were not actually connected.</li>
<li><span class="keyword">Outbound operator assisted: </span>The report will produce results based on outbound calls that were operator assisted.</li>
<li><span class="keyword">Tandem: </span>The report will produce results based on tandem calls i.e. calls coming into a switch through one line and transferred out again through another.</li>
<li><span class="keyword">User mobile calls: </span>This report will produce results based on User mobile calls only.</li>
<li><span class="keyword">User SMS: </span>The report will produce results based on "user-dispatched (sent) text messages". These types of "call"
only come through if processing mobile billing data.</li>
<li><span class="keyword">All internal: </span>The report will produce results based on internal calls only.</li>
<li><span class="keyword">Internal answered only: </span>The report will produce results based on internal answered calls only.</li>
<li><span class="keyword">Internal not answered only: </span>The report will produce results based on internal calls that were not answered.</li>
<li><span class="keyword">Internal not connected only: </span>The report will produce results based on internal calls that were not actually connected.</li>
<li><span class="keyword">Private wire: </span>The report will produce results based calls that went over a private wire.</li>
<li><span class="keyword">Feature: </span>The report will produce results based on feature calls. A feature call is something which a user dials to obtain a specific PBX feature (such as voicemail enable/disable, group pick up, etc.) They're not really outbound calls or even internal calls, although some may be picked up as such. A feature call can vary depending on the make/model of PBX.</li>
</ul>
<p>Then you can define the actual type of call. e.g. to see all abandoned
DDI calls, choose <span class="keyword">equals</span> and select <span class="keyword">Missed DDI only</span> from drop-down list.
This will show how many channels had missed or abandoned calls at any one time.</p>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>CLI</h5>
<p>This is 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, this filter is suitable for you.
The CLI filter is presented below:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/cli_exmpl.png" alt="CLI" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">equals: </span>To find only exact matches</li>
<li><span class="keyword">is not equal to: </span>To find every call except those from that CLI</li>
<li><span class="keyword">begins with: </span>To find calls that begin with similar CLI numbers</li>
<li><span class="keyword">does not begin with: </span>To exclude calls from specific CLIs</li>
<li><span class="keyword">ends with: </span>To exclude CLI numbers ending with specific digits</li>
<li><span class="keyword">does not end with: </span>Where the CLI does not end with specific digits</li>
<li><span class="keyword">contains: </span>To find call from a CLI where you only have a portion of the number</li>
<li><span class="keyword">does not contain: </span>To find a call from a CLI excluding certain numbers or portions of numbers</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Destination</h5>
<p>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. The Destination filter is presented below:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/destination_exmpl.png" alt="Destination" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">equals: </span>To find only exact matches for this actual destination</li>
<li><span class="keyword">is not equal to: </span>To exclude calls that don't match this destination</li>
<li><span class="keyword">begins with: </span>To find calls that begin with a similar spelling </li>
<li><span class="keyword">does not begin with: </span>To find calls except those that beging with a specific location spelling</li>
<li><span class="keyword">ends with: </span>To exclude locations ending with specific letters</li>
<li><span class="keyword">does not end with: </span>To include all calls where the location does not end with specific letters</li>
<li><span class="keyword">contains: </span>To find calls to destinations where you only have a portion of the name</li>
<li><span class="keyword">does not contain: </span>To find a call to destinations where you want to exclude a portions of the name</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Duration</h5>
<p>You may want to filter calls based on the length of time spent on a call
i.e. call duration. The Duration filter is presented below:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/duration_exmpl.png" alt="Duration" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">is greater than: </span>Allows you to look for calls longer than the duration entered</li>
<li><span class="keyword">is less than: </span>Allows you to look for calls shorter than the duration entered</li>
<li><span class="keyword">equals: </span>Allows you to look for calls equal to the duration shown</li>
<li><span class="keyword">is not equal to: </span>Allows you to look for any call that does not match the duration entered</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Response time</h5>
<p>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 Response time filter is presented below:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/response_time_exmpl.png" alt="Response time" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">is greater than: </span>Allows you to search for calls where the response time is longer than the number of seconds entered</li>
<li><span class="keyword">is less than: </span>Allows you to search for calls where the response time is below the number of seconds entered</li>
<li><span class="keyword">equals: </span>Allows you to search for calls where the response time equals that entered</li>
<li><span class="keyword">is not equal to: </span>Allows you to search for calls where the response time differs to that entered</li>
</ul>
<h5>Trunk access code</h5>
<p>This filter allows you to search for calls that used a particular trunk
access routing code. The Trunk access code filter is presented below:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/trunk_access_code_exmpl.png" alt="Trunk access code" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">equals: </span>To find calls using only this trunk access code</li>
<li><span class="keyword">is not equal to: </span>To find every call that went out not using this trunk access code</li>
<li><span class="keyword">begins with: </span>To find calls that went out over a trunk access code that began with these digits</li>
<li><span class="keyword">does not begin with: </span>To find calls that went out over any trunk access code excluding those that began with the digits entered</li>
<li><span class="keyword">ends with: </span>To find calls over any trunk access code ending with specific digits</li>
<li><span class="keyword">does not end with: </span>To find calls over any trunk access code that does not end with specific digits</li>
<li><span class="keyword">contains: </span>To find calls over any trunk access code where you only have a portion of the number</li>
<li><span class="keyword">does not contain: </span>To find a call over any trunk access code which does not certain numbers or portions of numbers</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Added Filters</h5>
<p>Once your filters are added, they will appear under the <span class="reference">Filters</span> section, as shown below:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/filters_2.png" alt="Added filters" />
<h5>Delete a Filter</h5>
<p>In order to delete a filter, just select it with your mouse and click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/red_delete_button.png"> button above it, as shown below:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/filters_3.png" alt="Delete filter" /> |
NOTE: You may add more than one Filter to any report. |
<h4>Options</h4> <p>Unlike Filters, Options differ depending on the report being run. The options available for the Call analysis report are shown below:</p> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/options_call_analysis.png" alt="Options" /> <p>Upon selecting the Option, then click on the <span class="button">Add</span> button to add this option or just select the <span class="button">Close</span> button if you no longer want to include this Option.</p> <p>A list with the available options for the Call analysis report can be seen below:</p> <h5>Exclude transfers</h5> <p>Select this option if you would like to exclude transferred calls when running this report.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/exclude_transfers.png" alt="Exclude transfers" /> <p>As shown above, you have the following two options:</p> <ul> <li><span class="keyword">Yes: </span>When this option is selected, all transferred calls are excluded in the results</li> <li><span class="keyword">No: </span>When this option is selected, transferred calls are included as standard</li> </ul> <p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p> <h5>Exclude weekends</h5> <p>This gives you the option of excluding weekend calls from any results shown. To exclude weekend calls, simply select <span class="keyword">Yes</span> as your option.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/exclude_weekends.png" alt="Exclude weekends" /> <p>As shown above, you have the following two options:</p> <ul> <li><span class="keyword">Yes: </span>When this option is selected, weekends calls are normally excluded from the report</li> <li><span class="keyword">No: </span>Select this option to include weekend calls in reports</li> </ul> <p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p> <h5>Sort results by</h5> <p>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:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/sort_results_call_analysis.png" alt="Sort results by" /> <ul class="content"> <li><span class="keyword">Time slot: </span>Each day is broken into 1/2 hour or 1 hour time slots depending on the report being run.</li> <li><span class="keyword">Number of missed calls: </span>The total number of missed calls for the timeslot alongside.</li> <li><span class="keyword">Max missed duration: </span>The maximum ring time of a missed call during this period.</li> <li><span class="keyword">Average missed duration: </span>The average ring time of a missed call during this period.</li> <li><span class="keyword">Number of answered calls: </span>The total number of answered calls for the timeslot alongside.</li> <li><span class="keyword">Max answered response: </span>The longest ring time of any answered call during this period.</li> <li><span class="keyword">Average answered duration: </span>The average ring time of any answered call during this period.</li> <li><span class="keyword">Max answered duration: </span>The longest duration for any answered call during this period.</li> <li><span class="keyword">Number of outbound calls: </span>The total number of outbound calls for the timeslot alongside..</li> <li><span class="keyword">Max outbound duration: </span>The longest outbound call during this period.</li> <li><span class="keyword">Average outbound duration: </span>The average length for any outbound call during this period.</li> <li><span class="keyword">Total outbound duration: </span>The longest duration for any outbound call during this period.</li> <li><span class="keyword">Average outbound cost: </span>The average cost for outbound calls during this period.</li> <li><span class="keyword">Total outbound cost: </span>The total cost for outbound calls during this period.</li> </ul> <p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p> <h5>Sort order</h5> <p>Decide if you would like the results displayed in ascending or descending order.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/sort_order.png" alt="Sort order" /> <p>You may choose to order the results in either ascending or descending order. Note that all web reports have clickable headers so you can reorder on-the-fly. However for other report formats e.g. PDF, it's best to decide on the Sort order before running. </p> <ul> <li><span class="keyword">Ascending: </span>:Results are ordered lowest first</li> <li><span class="keyword">Descending: </span>Results are ordered highest first</li> </ul> <p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p> <h5>Ignore missed</h5> <p>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 want to exclude from the Call analysis report.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/ignore_missed.png" alt="Ignore missed" /> <p>As shown above, you have the option to insert the number of seconds above which your missed calls will be ignored.</p> <p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p> <h5>Audio only</h5> <p>This option allows you to display only calls that have an associated voice recording in the results.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/audio_only.png" alt="Audio only" /> <p>As shown above, you have the following two options:</p> <ul> <li><span class="keyword">Yes: </span>The report results will only show calls with an audio file attached</li> <li><span class="keyword">No: </span>The report excludes all calls with audio attached</li> </ul> <p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p> <h5>Notes only</h5> <p>This option allows you to display only calls that have an associated note in the results.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/notes_only.png" alt="Notes only" /> <p>As shown above, you have the following two options:</p> <ul> <li><span class="keyword">Yes: </span>The report results will only show calls with a note attached</li> <li><span class="keyword">No: </span>The report excludes all calls with a note attached</li> </ul> <p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p> <h5>Scored only</h5> <p>This option allows you to limit the search to scored calls only.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/scored_only.png" alt="Scored only" /> <p>As shown above, you have the following two options:</p> <ul> <li><span class="keyword">Yes: </span>The report results will only show calls with a score attached i.e. calls that have been scored</li> <li><span class="keyword">No: </span>The report excludes all calls with a score attached. i.e. all calls that have not been scored</li> </ul> <p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p> <h5>Added Options</h5> <p>Once your options are added, they will appear under the <span class="reference">Options</span> section, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/options_2.png" alt="Added Options" /> <h5>Delete an Option</h5> <p>In order to delete an option, just select it with your mouse and click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/red_delete_button.png"> button above it, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/options_3.png" alt="Delete Options" /> |
NOTE: You may add more than one Option to any report. |
<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> <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, as shown below. The results will appear immediately in your chosen format.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/run_report.png" alt="Run report" /> <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>Call analysis - The results</h2> <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_enterprise/call_analysis_1.png" alt="Call analysis" /> <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>Time slot</b></td> <td class="confluenceTd">To sort by time slot, simply click on the <span class="reference">Time slot</span> header to sort in alternative ascending order. </td> </tr> <tr> <td class="confluenceTd"><b class="red">Missed</b></td> <td class="confluenceTd">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: <ul class="table"> <li><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/sigma.png" alt="Squiggle" />:</b> This shows the total number of missed calls in the corresponding half-hour timeslot. e.g. Select this option if you want to re-order the Call analysis report to display the half hour slot with the most missed calls. Click again to display the half hour slot with the least missed calls. </li> <li><b>Max:</b> This shows the maximum length of time a caller waited before hanging up (in seconds). Select this option if you want to sort your missed call in order of the maximum amount of missed calls in any half-our time slot. <br>By clicking again the report will alternate between the time slot with the most missed calls and the time slot with the least missed calls. </li> <li><b>Avg:</b> This column shows how long the average caller waited before abandoning the call (in hours, minutes, seconds).<br>Select this option if you want to sort your missed call in order of the average number of missed calls in any half-our time slot. By clicking again the report will alternate between descending and ascending order for average number of missed calls. How long the average caller waited before abandoning the call (in seconds). </li> </ul> </td> </tr> <tr> <td class="confluenceTd"><b class="green">Answered</b></td> <td class="confluenceTd">The answered calls column 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: <ul class="table"> <li><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/sigma.png" alt="Squiggle" />:</b> Select this option if you would like to re-order your Call analysis report to sort by half hour slot with the most answered calls. Click again to re-order to start with the half hour with the least answered calls. Answered calls can also be re-ordered by time taken to answer (ring time) and duration of call. </li> <li><b>Ring time Max:</b> This column shows the maximum time a caller had to wait before being answered (in seconds). Select this option under the Ring time (secs) header if you want to re-order to show the half hour slot with the longest ring time. <br>Click again to show the half hour slot with the shortest ring time for answered calls. By clicking again, the report will alternate between the time slot with the longest and shortest ring time. </li> <li><b>Ring time Avg:</b> This shows this average time a caller had to wait before being answered (in seconds). Select this option under the Ring time (secs) header if you want to show the half hour slot in descending order of average ring time. Click again to in ascending order. By clicking again the report will alternate between the time slot with the longest and shortest average ring time. </li> <li><b>Duration Max:</b> This shows the maximum length of time a caller waited before hanging up (in seconds).<br> Select this option if you want to sort your missed call in order of the maximum amount of missed calls in any half-our time slot. By clicking again the report will alternate between the time slot with the most missed calls and the time slot with the least missed calls. </li> <li><b>Duration Avg:</b> This column shows how long the average caller waited before abandoning the call (in hours, minutes, seconds).<br> Select this option if you want to sort your missed call in order of the average number of missed calls in any half-our time slot. By clicking again the report will alternate between descending and ascending order for average number of missed calls. How long the average caller waited before abandoning the call (in seconds). </li> </ul> </td> </tr> <tr> <td class="confluenceTd"><b class="blue">Outbound</b></td> <td class="confluenceTd">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: <ul class="table"> <li><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/sigma.png" alt="Squiggle" />:</b> Select this option if you would like to re-order your Call analysis report to sort by half hour slot with the most outbound calls. Click again to re-order to start with the half hour with the least outbound calls. Outbound calls can also be re-ordered by time taken to answer (ring time) and duration of call. </li> <li><b>Duration Max:</b> Select this option under the outbound Duration header if you want to show the half hour slot with the longest outbound call. Click again to show the half hour slot with the shortest outbound call. By clicking again the report will alternate between the time slot with the longest and shortest outbound call. </li> <li><b>Duration Avg:</b> Select this option under the outbound Duration header if you want to show the half hour slot in descending order of average call duration. Click again to see in ascending order. By clicking again the report will alternate between the time slot with the longest and shortest average outbound call duration. </li> <li><b>Duration Total:</b> Select this option under the outbound Duration header if you want to show the half hour slot in descending order of total call duration. Click again to see in ascending order. By clicking again the report will alternate between the time slot with the longest and shortest total outbound call duration. </li> <li><b>Cost Avg:</b> Select the Max option under the Cost header if you want to show the half hour slot with the most expensive average outbound call costs. Click again to show the half hour slot with the least expensive average outbound call costs. By clicking again the report will alternate between the time slot with the most and least expensive call. </li> <li><b>Cost Total:</b> Select the average option under the Cost header if you want to show the half hour slot in descending order of total call costs. Click again to see in ascending order. By clicking again the report will alternate between the time slot with the most and least expensive call costs. </li> </ul> </td> </tr> </tbody> </table> <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_enterprise/breadcrumb.png" alt="Breadcrumbs" /> |
: The total number of missed calls.