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

Introduction

The Full 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.

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

Running the report

Access the Reports screen, select the Full Call Analysis from the list and click on the Run now button.

A new window will open, allowing you to configure the parameters of your report:

Enter the billing period

For each report, you must specify a time span that covers the calls you want the report to include.

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 (normally Monday) of the current week. 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 Start and End dates, as shown below:

Choose a site

If your system is set up to log multiple sites, you can select a particular site from the drop-down list. To report on all sites, select the blank line.

Choose a specific trunk group

To run the report on a specific trunk group, select it from the drop-down list. To report on all trunks, select the blank line.

Select a particular trunk

To report on a particular trunk, enter the trunk number in the box provided.

Choose an extension group

To monitor the call activity for a specific department, select an extension group from the drop-down list. To report on all extension groups, select the blank line.

Choose a particular extension

You can choose to report on a single extension or a range of extensions, by entering the details in the box provided, as shown below:

Select calls to specific presented numbers

If you want to report only on calls to a specific number or range of numbers, enter the number(s) in the field provided, as shown below:

Transferred calls

If you want to report only on direct calls and exclude calls that were answered as a result of a transfer from one party to another, tick the Exclude box, as shown below:

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

Creating the report

When you have selected a reporting period and have chosen the report's criteria, click on the Run now button, as shown below:

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

The report's results

Below is an example of this report's output:

The header of the report will display its title, any friendly name you assigned to it, the period of the report and any options you have selected in the report's selection criteria window.

The body of the report consists of a detailed table displaying a breakdown of calls organised in half-hour time slots. The column headers of the table are described below:

Column header	Description
Answered Calls
Time slot	The time period to which the other headers' results relate
Number of calls	The total number of answered calls
Ring time - Max	The maximum length of time a caller waited before a call was answered (in seconds)
Ring time - Avg	The average length of time a caller waited before the call was answered (in seconds)
Call duration - Max	The duration of the longest answered call (in hours, mins, secs)
Call duration - Ave	The average length of all answered calls (in hours, mins, secs)
Abandoned Calls
Column header	Description
Number of calls	The total number of abandoned calls
Wait time - Max	The maximum length of time a caller waited before abandoning the call (in seconds)
Wait time - Ave	The average length of time a caller waited before abandoning the call (in seconds)
Outbound Calls
Column header	Description
Number of calls	The total number of outbound calls
Call duration - Max	The duration of the longest outbound call (in hours, mins, secs)
Call duration - Ave	The average length of all outbound calls (in hours, mins, secs)
Call duration - Total	The total duration of time spent on outbound calls
Average Cost	The average cost of all outbound calls
Total Cost	The total cost of all outbound calls

<h2>Introduction</h2>

<p>Breaks down your working day into half-hour segments and details important
information about your incoming calls.   See how many answered and
abandoned calls you take, how long it takes you to answer them, 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.</p>

<h2>Running the report</h2>

<p>Click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_professional/reports_button.png" /> function button, on the top right-hand side of the main application window to access the <span class="reference">Reports</span> screen.</p>

<p>From this screen, either double-click on the <span class="reference">Full Call Analysis</span> report in the reports list or highlight the  <span class="reference">Full Call Analysis</span> report and press the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_professional/run_now_button.png" /> button, as shown below:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_professional/full_call_analysis_1.png" alt="Full Call Analysis" />

<p>The following <span class="reference">Report Selection Criteria</span> window appears:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_professional/full_call_analysis_2.png" alt="Full Call Analysis" />

<h4>Select a report period</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/report_period.png" alt="Full Call Analysis" />

<p>You need to select a time period for which you want the report to produce information for.  You can select a pre-set period from the drop-down list, as shown above.</p>

<p>The default is set to  <span class="keyword">Last Month</span> (the period from the first day to the last day of the previous calendar month, and NOT the last 30 days).</p>

<h4>Or enter your own custom period</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/custom_period.png" alt="Full Call Analysis" />

<p>If you want to specify a period not shown in the list, go back to the <span class="reference">Select a report period</span> field and select <span class="keyword">Custom
Period</span> from the drop-down list and then enter your <span class="reference">Start</span> and <span class="reference">End</span> dates and times manually
into the boxes provided, as shown above.</p>

<h4>Choose a site</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/choose_site.png" alt="Full Call Analysis" />

<p>If your system is set-up for multiple sites, you have the option of
selecting a particular site here.  Select the blank line (or leave
the box empty) to report on all of your sites.</p>

<h4>Choose a specific trunk group</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/trunk_group.png" alt="Full Call Analysis" />

<p>You have the option of selecting a trunk group to concentrate on.  Do this by selecting it from the drop-down list supplied.</p>

<h4>Select a particular trunk</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/trunk.png" alt="Full Call Analysis" />

<p>Choose to report on a particular trunk by typing its number in the box provided, or leave blank to report on all trunks.</p>

<h4>Choose an extension group</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/choose_extension_group.png" alt="Full Call Analysis" />

<p>You may want to concentrate on a specific group of extensions; in this
case, select the group of interest from the drop-down list, or leave
blank so as not to specify a particular extension group.</p>

<h4>Choose a particular extension</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/choose_extension.png" alt="Full Call Analysis" />

<p>To find out the top 50 calls made by one extension in particular, type that extension's number in the box provided.</p>

<h4>Select calls to specific presented numbers</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/numbers.png" alt="Full Call Analysis" />

<p>You can choose to report only on calls to specific a presented number or range of numbers by entering the number(s) as shown below:</p>

<h4>Transferred calls</h4>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_professional/transferred.png" alt="Full Call Analysis" />

<p>Similarly, you can opt to exclude calls that were answered as a result of a
transfer from one party to another.  This allows you to concentrate
only on those extensions that take calls directly from outside your
organisation, rather than those secondary extensions that receive the
call after speaking with another party.</p>

<h2>Creating the Report</h2>

<p>When you have chosen a reporting period, and are happy with your selections, click on the <span class="button">Run Now</span> button.</p>

<h2>The results</h2>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_professional/full_call_analysis_3.png" alt="Full Call Analysis" />

<p>The report includes the usual headings, including the report's title, any Friendly Name you assigned to it, the period of the report, and any options you selected in the report's selection criteria window.</p>

<p>The body of the report consists of a detailed table showing a breakdown of each half-hour timeslot in the day.</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<td class="confluenceTd table_super_header" colspan="2"><b>Answered Calls</b></td>
		</tr>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Time slot</b></td>
			<td class="confluenceTd">Shows the time slot that the data refers to.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Number of calls</b></td>
			<td class="confluenceTd">Shows the number of answered call in the half-hour period.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Ring time - Max</b></td>
			<td class="confluenceTd">The maximum time a call rang for (in seconds) before being answered.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Ring time - Ave</b></td>
			<td class="confluenceTd">The average time a call rang for (in seconds) before being answered.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Call duration - Max</b></td>
			<td class="confluenceTd">The duration of the longest incoming, answered call (in hours, mins, secs).</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Call duration - Ave</b></td>
			<td class="confluenceTd">The average length of an incoming, answered call (in hours, mins, secs).</td>
		</tr>
		<tr>
			<td class="confluenceTd table_super_header" colspan="2"><b>Abandoned Calls</b></td>
		</tr>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Number of calls</b></td>
			<td class="confluenceTd">Shows the number of unanswered calls.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Wait time - Max</b></td>
			<td class="confluenceTd">The longest time a caller waited before abandoning the call (in seconds).</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Wait time - Ave</b></td>
			<td class="confluenceTd">How long the average caller waited before abandoning the call (in seconds).</td>
		</tr>
		<tr>
			<td class="confluenceTd table_super_header" colspan="2"><b>Outbound Calls</b></td>
		</tr>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Number of calls</b></td>
			<td class="confluenceTd">Shows the number of answered call in the half-hour period.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Call duration - Max</b></td>
			<td class="confluenceTd">The duration of the longest incoming, answered call (in hours, mins, secs).</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Call duration - Ave</b></td>
			<td class="confluenceTd">The average length of an incoming, outbound calls (in hours, mins, secs).</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Call duration - Total</b></td>
			<td class="confluenceTd">The total duration of time spent on outbound calls in this half hour period.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Average Cost</b></td>
			<td class="confluenceTd">The average cost of an outbound call for this half-hour period.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Total Cost</b></td>
			<td class="confluenceTd">The average cost of outbound calls for this half-hour period.</td>
		</tr>
	</tbody>
</table>