The Options parameter allows you to further narrow down your report results, by excluding certain types of call or sorting the results in a particular manner.
These options are specific to the type of report you are running and differ between report types.
<a id="Audio only"></a> |
This option allows you to include in your results only calls that have an associated voice recording.
<a id="Callback interval"></a> |
This option allows you to define, in hours, the time window in which a call must be responded to, in order to be considered handled. The default callback interval is 24 (hours), but you may enter your own value, as shown below:
<a id="Call frequency"></a> |
This option determines how frequently a call must have been dialled in order to feature in the results of the report. For example, to include only phone numbers that have been dialled twenty times or more, enter 20 as the minimum frequency, as shown below:
<a id="Exclude weekends"></a> |
To exclude weekend calls from your report's results, select the option from the drop-down list, as shown below:
<a id="Exclude transfers"></a> |
To exclude transferred calls from your report's results, select the option from the drop-down list, as shown below:
<a id="Group results by"></a> |
Choose from the drop-down list whether to group your results by CLI or dialled number.
<a id="Hide unused"></a> |
This option allows you to exclude unused extensions from your report's results.
<a id="Hide contacts"></a> |
This option allows you to hide the names associated with dialled numbers, CLIs and account codes, as defined in your web user's contacts list. To show only the phone number, select the option from the drop-down list, as shown below:
<a id="Hide charges"></a> |
This option allows you to hide the charges applied to your report. To hide charges, select the option from the drop-down list, as shown below:
<a id="Ignore missed"></a> |
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 .
<a id="Include internal"></a> |
To include internal calls in your report's results, select the option from the drop-down list, as shown below:
<a id="Notes only"></a> |
If you want your search results to include only calls that have notes associated with them, select the option from the drop-down list, as shown below:
<a id="Rank data by"></a> |
Select from the drop-down list the criteria by which you want to order the report's results.
| Criteria | Description |
|---|---|
Number of calls | Order results based on the number of calls |
Cost | Order results based on the cost of calls |
| Dialled number | Order results based on dialled number |
| Location | Order the results based on location |
<a id="Sort order"></a> |
Select from the drop-down list if you want your report's results to appear in ascending or descending order.
<a id="Sort results by"></a> |
Select from the drop-down list the column by which you want to sort your report's results.
<a id="Scored only"></a> |
This option allows you to include only calls that have a score associated with them, e.g. calls that have already been listened to and scored.
<a id="Summary only"></a> |
To show only a summary of calls, instead of an itemised list, select the option from the drop-down list, as shown below:
<a id="Show legs"></a> |
To show the legs of transferred calls, select the option from the drop-down list. A
icon will be displayed next to any call with associated call legs.
<a id="Show account codes"></a> |
Select this option to display any associated account codes as an additional column in this report.
<a id="Show 'Do not log'"></a> |
This option allows you to include in your results devices whose status is set to not log calls.
<a id="Show unconnected calls"></a> |
To show unconnected calls in the report's results, select the option from the drop-down list, as shown below:
<a id="Thresholds"></a> |
This option allows you to define your response target threshold(s) by entering comma-separated values in the text box provided. The example below shows response time targets for calls answered within 5, 10 and 20 seconds, respectively.
<p>Unlike Filters, Options differ depending on the report being run. Some reports do not have any options at all. Only the options that can be used with the specific report selected will be shown.</p> <p>For example, the screenshots below show the differences between the options available on the <span class="reference">Frequent numbers</span> report on the left and <span class="reference">Unused devices</span> report on the right.</p> <img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/different_options.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> |
NOTE: You can select multiple options for any report. |
<p>An explanation of all the report options available can be seen below:</p> <h4>Exclude transfers</h4> <p>Select this option if you would like to exclude transferred calls when running a report. For example, if you were running Call analysis report on incoming calls and wanted to see only how well calls were answered when first presented, you would add the <span class="reference">Exclude transfers</span> option.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/exclude_transfers.png" alt="Exclude transfers" /> <h4>Exclude weekends</h4> <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" /> <h4>Call frequency</h4> <p>The call frequency option allows you to determine how often a number must be called before appearing in the report. For example, when running a Frequent Numbers report, you may want the option of seeing only numbers that had been called at least 6 times. To do this you would enter the number "6" as an option in Call frequency as shown below: </p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/call_frequency.png" alt="Call frequency" /> <h4>Rank data by</h4> <p>You can select the criteria by which you want to order the results from the list as shown in the example below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/rank_data_1.png" alt="Rank data by" /> <p>The options available in the example above are as follows:</p> <ul> <li><span class="keyword">Number of calls: </span>Order results based on number of calls</li> <li><span class="keyword">Cost: </span>Order results based on cost of calls</li> <li><span class="keyword">Dialled number: </span>Order results based on dialled number</li> <li><span class="keyword">Duration: </span>Order results based on call duration</li> <li><span class="keyword">Location: </span>Order results based on call location</li> </ul> |
NOTE: The above criteria will change depending on the actual report being run. |
<h4>Thresholds</h4> <p>When running a report like, for example a Target response report, you may want to define your own thresholds. You can do this by entering the response thresholds you want to report on in seconds. The default setting is 5,10, & 15 seconds. This will show the response times for calls answered within 5, 10 and 15 seconds, as well as those that took longer than 15 seconds. You can change the filters to anything you want. To simplify the report, you may add a single filter as shown in the example below. This example allows you to report on calls answered in less than 10 seconds and those that took longer.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/thresholds.png" alt="Thresholds" /> <h4>Group results by</h4> <p>When running something like a Frequent numbers report, you may want to order the results depending on whether you were more interested in the number dialled or the CLI of the incoming call. To choose which option you would prefer, simply select from the drop-down list as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/group_results_frequent_numbers.png" alt="Group results by" /> <p>As shown above, you have the following two options:</p> <ul> <li><span class="keyword">Dialled number: </span>The actual number dialled</li> <li><span class="keyword">CLI: </span>The Caller Line Id (CLI) of the incoming caller</li> </ul> |
NOTE: The above criteria will change depending on the actual report being run. |
<h4>Hide unused</h4> <p>This option gives you the option of excluding unused extensions from the results shown. To exclude unused extension, simply select <span class="keyword">Yes</span>, from the drop-down list as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/hide_unused.png" alt="Hide unused" /> <h4>Hide contacts</h4> <p>This allows you to show the number only and not any associated contact name that you may have attached to the number. To hide contacts, simply select <span class="keyword">Yes</span>, from the drop-down list as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/hide_contacts.png" alt="Hide contacts" /> <h4>Hide charges</h4> <p>This option allows the user to hide any charges that have been applied so they do not show on the report. To hide charges, simply select <span class="keyword">Yes</span>, from the drop-down list as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/hide_charges.png" alt="Hide charges" /> <h4>Show unconnected</h4> <p>You may choose to show unconnected calls in your results. This is based on the assumption that the PBX connected reports on non-connected calls. To show unconnected calls, simply select <span class="keyword">Yes</span>, from the drop-down list as shown below. To hide unconnected calls, select <span class="keyword">No</span>.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/show_unconnected.png" alt="Scored only" /> <h4>Show account code</h4> <p>You may choose to show or hide account codes in your results. In some instances, where account codes are used for billing purposes they may be hidden on reports for security reasons. To show account codes, simply select <span class="keyword">Yes</span>, from the drop-down list as shown below. To hide account codes, select <span class="keyword">No</span>.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/show_account_code.png" alt="Show account code" /> <h5>Show legs</h5> <p>When running a Custom report, you may wish to show the individual legs of each call. Simply select <span class="keyword">Yes</span> to show call's legs in the results or <span class="keyword">No</span> to hide them.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/show_legs.png" alt="Show legs" /> <h4>Show "Do not log"</h4> <p>It can be ocasionally possible to report on calls for users that have been set to "Do not log" in reports.</p> <p>When the "Do not log" option is selected, calls are NOT logged and the associated recording are NOT available so you can NEVER report on these calls.</p> <p>When the "Do not record" option only is selected, calls are still logged but the recording are available (when line-side recording in place) for 24 hours as default. That 24 hour period can be reduced. The wait time is a system-wide setting that can be altered in the Registry so could be reduced if required.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/do_not_log.png" alt="Show Do not log" /> <h4>Sort results by</h4> <p>When running any report, you may want to order the results to suit the report purpose. You can select the criteria by which you want to order the results. The criteria will vary depending on the report being run. The list below shows an example of some of the options available:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/sort_results_busy_channels.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">Max busy: </span>The max busy (entity to be determined by report)</li> <li><span class="keyword">Average busy: </span>The average busy (entity to be determined by report)</li> <li><span class="keyword">Total duration: </span>Will sort results by total duration. Please note that on PDF report duration will be in descending order. On Web reports all headers are clickable so you can alternate between ascending and descending duration</li> </ul> |
NOTE: The above criteria will change depending on the actual report being run. |
<h4>Sort order</h4> <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>As shown above, you have the following two options:</p> <ul> <li><span class="keyword">Ascending: </span>Orders results starting with the lowest e.g. a-z or 1-10</li> <li><span class="keyword">Descending: </span>Orders results starting with the highest e.g. z-a or 20-1</li> </ul> <h4>Ignore missed</h4> <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 not want to include in a <span class="reference">Missed calls</span> 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> <h4>Audio only</h4> <p>This option allows you to display only calls that have an associated voice recording in the results. Just select <span class="keyword">Yes</span> to show calls with an audio file attached or <span class="keyword">No</span> to exclude them from the results.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/audio_only.png" alt="Audio only" /> <h4>Notes only</h4> <p>This option allows you to display only calls that have an associated note in the results. Just select <span class="keyword">Yes</span> to show calls with a note attached or <span class="keyword">No</span> to exclude them from the results.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/notes_only.png" alt="Notes only" /> <h4>Scored only</h4> <p>This option allows you to limit the search to scored calls only. Just select <span class="keyword">Yes</span> to show calls with a score attached or <span class="keyword">No</span> to exclude them from the results.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/scored_only.png" alt="Scored only" /> <h4>Summary only</h4> <p>When running some bills, you may not want to display every call made in the results. If you want to only show a summary of calls made, instead of listing each individual call, select the <span class="keyword">Yes</span> option.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/summary_only.png" alt="Summary only" /> <h4>Include internal</h4> <p>This option allows you to choose whether you want to include internal calls in the report results. Just select <span class="keyword">Yes</span> to include details of all internal calls or <span class="keyword">No</span> to exclude them from the results.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/include_internal.png" alt="Include internal" /> <h4>Callback interval</h4> <p>This allows you to define the window in which a call must be responded to, in order to be considered handled. The number refers to hours i.e. 12 = 12 hours. The default callback interval is set to 24 hours but you may enter in any number here.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/callback_interval.png" alt="Callback interval" /> <h2>Added Options</h2> <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" /> <h2>Delete an Option</h2> <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" /> |