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Introduction

The Target Response report enables you to assess how well calls to your company are answered, compared to user-defined targets. The report provides a line-by-line summary of the proportion of calls answered inside and outside your set targets.

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Running the report

Access the Reports screen, select the Target Response report from the list and click on the Run now button.

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

Select a report 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:

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 an extension group

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

Specify an extension (or range)

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:

Enter target threshold

Use this option to define your response time target thresholds. The example below shows the response time targets of 10 seconds.

Weekend calls

Calls made at weekends may distort the result of the report. To exclude such calls, tick the box, as shown below:

Transferred calls

If you want to report only on direct calls and exclude those transferred from another party, tick the Exclude box, as shown below:

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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:

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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 table displaying a line-by-line summary of your incoming calls for each day during the selected period. Each column header of the table is described below: