<h2>Introduction</h2>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/target_response1.png" alt="Target response" />

<p>This report allows you to quickly assess how well your incoming calls
 are answered. You have the facility to enter your own target thresholds
 and can drill-down throughout your organisation to see what percentage 
of calls were within the desired targets.</p>

<p>The report provides a line-by-line summary and allows you to drill right down to user level, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/target_response2.png" alt="Target response" />

<h2>Understanding the Results</h2>

<p>When selecting <span class="reference">Web</span> as the output format, this report will appear as above.</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>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. 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>Name</b></td>
			<td class="confluenceTd">This column tells you which entity the data displayed refers to, e.g site, department user etc.</td>
		<tr>
			<td class="confluenceTd"><b class="green">Answered</b></td>
			<td class="confluenceTd">The answered calls columms are always displayed in shades of green. You can re-arrange based on any 
				of the following selection criteria. You can click on each header to re-order from ascending to descending and vise versa.
				<ul class="table">
					<li><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png" alt="Squiggle" />:</b> The total volume of calls received for the entity shown.
					</li>
					<li><b>Average response:</b> The average length of time it took to answer calls for this entity.
					</li>
					<li><b>Response thresholds:</b> This can be for example 0-5 sec, 6-10 sec, 11-15 sec, >15 sec and it represents the range of time it took to answer calls for this entity.
						<br>You can define your own thresholds and it will show the percentage of calls answered within these thresholds.
					</li>
				</ul>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="red">Missed</b></td>
			<td class="confluenceTd">The missed calls columns are always displayed in shaeds of red. You can re-arrange based on any of the following selection 
				criteria. You can click on each header to re-order from ascending to descending and vise versa.
				<ul class="table">
					<li><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png" alt="Squiggle" />:</b> The total volume of calls lost for the entity shown.
					</li>
					<li><b>Average duration:</b> The average length of time the caller rang for before being abandoned.
					</li>
					<li><b>Duration thresholds:</b> This can be for example 0-5 sec, 6-10 sec, 11-15 sec, >15 sec and it represents the range of time the caller rang for before being abandoned.
						<br>You can define your own thresholds and it will show the percentage of calls lost within these thresholds.
					</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_plus/breadcrumb.png" alt="Breadcrumbs" />

NOTE: You can change the default response thresholds appearing on your headers, by adding a Threshold option while creating your report.