<h2>Introduction</h2>

<p>The Busy channels report allows you to break down each business day into half-hour periods, showing the maximum and average number of 
telephone lines in use in any particular half-hour.  You can run the report for your entire organisation or for any entity within your 
organisation. You can even add filters e.g. to see how many channels were used answering calls to a specific number.</p>

<p>You can also opt to exclude weekends, 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>

<p>This report is ideal when trying to determine if you have enough lines or indeed if you require more lines. Please note that if your call
 traffic tends to fluctuate throughout the year, you may want to run the report for a period that includes busy times before deciding to reduce 
lines!</p>

<p>This report is also ideal if you have a number of legacy switches throughout your organisation and are looking to replace with an IP 
solution which will allow you to streamline and save on redundant line costs.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels.png" alt="Busy channels" />

<h2>Running the report</h2>

<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Busy channels</span> in the reports type list, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_2.png" alt="Busy channels" />

<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>Select 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" />

<h2>Understanding the Results</h2>

<p>All reports can be exported in five different formats; Web, PDF, XML, CSV and Excel.</p>

<h4>Output to Web</h4>

<p>When selecting <span class="reference">Web</span> as the output format, the Busy channels 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. 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. On web reports all headers are clickable so you can alternate between 
				ascending and descending order of time slot.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Total duration</b></td>
			<td class="confluenceTd">The total duration is the sum of all time when lines were busy in the half-hour slot alongside. To sort and see which half-slot contained the longest duration of time 
				when channels were busy, click on the <span class="reference">Total duration</span> header.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Max busy</b></td>
			<td class="confluenceTd">To reorder the report to show the average number of busy lines per time slot, simply click on the <span class="reference">Max busy</span> header. The report will 
				immediately re-arrange itself in descending order to show which time slots were busy on average. To see the least busy time-slots, simply click once again to re-arrange in ascending order of average busy.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Average busy</b></td>
			<td class="confluenceTd">To reorder the report to show the average number of busy lines per time slot, simply click on the <span class="reference">Average busy</span> header. The report 
				will immediately re-arrange itself in descending order to show which time slots were busy on average. To see the least busy time-slots, simply click once again to re-arrange in ascending order of average busy.
			</td>
		</tr>
	</tbody>
</table>

<p>If you would like to go back and view this report for a larger section of the organisation, simply click on the appropriate link in the breadcrumb as shown below:</p>

<img src="http://www.tri-line.com/common/img/documentation/tim_enterprise/breadcrumb.png" alt="Breadcrumbs" />

<h4>Output to PDF</h4>

<p>This report format appears as a three page PDF report. The first page shows the name of the person who has prepared/scheduled the report. This name is picked up from your login. It also contains the entity you report on, the period covered and any filters used in the report.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_pdf_1.png" alt="Busy channels PDF" />

<p>The second page has a graph depicting average and maximum number of channels used as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_pdf_2.png" alt="Busy channels PDF" />

<p>The third page breaks this graph down into detail showing the time slots with the maximum and average number of channels busy and the total duration of time spent on calls for each time slot depicted.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_pdf_3.png" alt="Busy channels PDF" />

<h4>Output to XML</h4>
<p>You can choose to output information as an XML feed for use in external applications. This may look a little odd when presented as shown below but is ideal when you need to provide a call logging feed to other applications.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_xml.png" alt="Busy channels XML" />

<h4>Output to CSV</h4>
<p>The CSV option allows you to output the data to a CSV file. This can be either opened immediately or saved for future use.</p>

<img class="screenshot naked" class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_csv.png" alt="Busy channels CSV" />