<h2>Introduction</h2> <p>TIM Enterprise allows you to create your own score cards and rate any call for evaluation purposes. The scores can be based on any combination of the following answers:</p> <ul> <li><b>Yes/No</b></li> <li><b>A range</b></li> <li><b>Multiple choice</b></li> </ul> <img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/scorecards.png" alt="Scorecards" /> <p>When running a calls scoring report, the results will appear as follows:</p>. <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/call_scoring_1.png" alt="Call scoring" /> <h2>Running the report</h2> <p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Call scoring</span> in the reports type list, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/call_scoring_2.png" alt="Call scoring" /> <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>Selected 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" /> |
NOTE: Several scorecards can be created. Scorecards can have questions that apply to all teams or only specific teams. |
<h4>Period</h4> <p>TIM Enterprise allows complete flexibility in the way you can select your Billing Periods.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/period.png" alt="Period panel" /> <p>You have three types of period to select from. These are:</p> <ul> <li><b>Preset period</b></li> <li><b>Last period</b></li> <li><b>Custom period</b></li> </ul> |
NOTE: Running this report over longer periods increases the reliability of its results. |
<h6>Preset period</h6> <p>The standard Preset periods are shown below and can be selected from this simple drop-down list.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/preset_period.png" alt="Preset period" /> <p>The built-in periods are based on a standard Gregorian calendar and are defined as follows:</p> <table class="confluenceTable"> <tbody> <tr> <th class="confluenceTh" width=98>Period</th> <th class="confluenceTh">Description</th> </tr> <tr> <td class="confluenceTd"><b>Today</b></td> <td class="confluenceTd">The start date and end date is set to the current date. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td> </tr> <tr> <td class="confluenceTd"><b>Yesterday</b></td> <td class="confluenceTd">The start date and end date is set to the current date minus one day. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td> </tr> <tr> <td class="confluenceTd"><b>This week</b></td> <td class="confluenceTd">The start date is set to the Monday of the current week, whilst the end date is set to the current day. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td> </tr> <tr> <td class="confluenceTd"><b>Last week</b></td> <td class="confluenceTd">The start date is set to the last Monday, whilst the end date is set to the start date plus seven days. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td> </tr> <tr> <td class="confluenceTd"><b>This month</b></td> <td class="confluenceTd">The start date is set to the 1<span class="exponent">st</span> day of the current month and the end date to today. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td> </tr> <tr> <td class="confluenceTd"><b>Last month</b></td> <td class="confluenceTd">The start date for this period is set in three stages. The day is set to <span class="keyword">01</span>, the month is set to the current month minus one, or in the case of January, it is set to <span class="keyword">12</span>. The year is set to the current year, unless it is a new year, in which case the year is reduced by one. The start and end times are set to <span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td> </tr> <tr> <td class="confluenceTd"><b>This year</b></td> <td class="confluenceTd">The start date is set to the first day of the first month of the current year. The end date is set to today's date. The start and end times are set to <span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td> </tr> <tr> <td class="confluenceTd"><b>All calls</b></td> <td class="confluenceTd">The start date is set to the date of the first call in the database, whilst the end date is set to the date of the most recent call in the database. Times are also set to the times of the first and last calls in the database.</td> </tr> </tbody> </table> <h6>Last period</h6> <p>The last period allows complete flexibility, e.g. last 3 hours, last 7 days, last 2 quarters.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/last_period.png" alt="Last period" /> |
NOTE: We define last week from the pre-set periods as Sun-Sat of the previous week and last 7 days as the preceding 7 days. |
<h6>Custom period</h6> <p>The user defined custom period allows the user to define the exact date and time that the report is required from and to.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/custom_period.png" alt="Custom period" /> |
<h4>Format</h4> <p>This allows you to define the format of the output. Simply click on your preferred output format to determine whether you would like the report output in Web format, to PDF, CSV, as XML or Excel.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/formats.png" alt="Formats panel" /> <p>To select, simply click on your chosen format from the list as shown above. Note that any report can be run several times with different formats selected for the output if required.</p> <table class="confluenceTable"> <tbody> <tr> <th class="confluenceTh" width=196>Format</th> <th class="confluenceTh">Description</th> </tr> <tr> <td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/web_icon.gif" /> <b>Web</b></td> <td class="confluenceTd">When a report is run, its output is displayed in the Report Output window, which is a mini web-browser containing the HTML output generated by the report engine. It is the common interface for all reports. The report body is shown in a window that can be panned around by using the horizontal and vertical scrollbars. If the report is made up of multiple pages, you can navigate it by using the <span class="button no_margin">Back</span> and <span class="button no_margin">Fwd</span> buttons at the bottom. You can print the report by pressing the <span class="button no_margin">Print</span> button, or save the report to an HTML file by pressing the <span class="button no_margin">Save</span> button and choosing a filename and location. <p>Universally-accessible, this format provides clickable column headers for dynamic sorting of table data, with clean graphical charts in the popular Flash format, so you can zoom into them for more detail. Each report is fully customisable - right down to the individual table fields. To view these reports, all that's needed is your favourite web browser - with no need for obscure add-ons!</p> </td> </tr> <tr> <td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/pdf_icon.gif" /> <b>PDF <br/>(Portable Document Format)</b></td> <td class="confluenceTd">PDF is a file format created by Adobe Systems in 1993 for document exchange. PDF is used for representing two-dimensional documents in a manner independent of the application software, hardware, and operating system. <p>PDFs will run over several pages depending on the report selected. Because of the nature of PDF reports, headers are fixed and not selectable as in web reports above. You may however pre-sort before running or scheduling using the filters available in the <span class="reference">Options</span> section. PDFs are ideal for producing reports like <span class="reference">Phone Bills</span>. PDFs are ideal when distributing to colleagues inside and outside of your organisation - while guaranteeing they'll look identical across all operating systems when viewed on the screen or printed out.</p> </td> </tr> <tr> <td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/xml_icon.gif" /> <b>XML <br/>(Extensible Markup Language)</b></td> <td class="confluenceTd">XMLs purpose is to aid information systems in sharing structured data, especially via the internet, to encode documents and to serialise data. XML, in combination with other standards, makes it possible to define the content of a document separately from its formatting, making it easy to reuse that content in other applications or for other presentation environments. Most importantly, XML provides a basic syntax that can be used to share information between different kinds of computers, different applications, and different organizations without needing to pass through many layers of conversion. <p>Since all reports are derived from this native format, we pack each one with all the data you'd ever need, so you'll always be able to extract the report data into your favourite reporting packages, such as Business Objects, Crystal Reports, or even your favourite Office spreadsheet.</p> </td> </tr> <tr> <td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/csv_icon.gif" /> <b>CSV <br/>(Comma Separated Values)</b></td> <td class="confluenceTd">A CSV file is used for the digital storage of data structured in a table of lists form, where each associated item (member) in a group is in association with others also separated by the commas of its set. Each line in the CSV file corresponds to a row in the table. Within a line, fields are separated by commas, each field belonging to one table column. CSV files are often used for moving tabular data between two different computer programs, for example between a database program and a spreadsheet program. <p>This option is ideal for interacting with your own back office systems, all CSV data is fully customisable using XSLT from the report's original XML format.</p> </td> </tr> <tr> <td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/excel_icon.gif" /> <b>Excel</b></td> <td class="confluenceTd">Select Excel as your preferred report format, if you would like to manipulate the data and possibly integrate with data in other Excel spreadsheets. </td> </tr> </tbody> </table> |
<h4>Filters</h4>
<p>The filters option allows you to add one or more filters to the report
to allow you to sift through information in more detail. To add a
filter, simply choose the relevant filter and press the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/add_button.png" > button to add to the report.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/filters_1.png" alt="Add filter" />
<p>The following window will appear, allowing you to set your report's filters:</p>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/filters_4.png" alt="Add filter" />
<h5>Account code</h5>
<p>If your telephone system provides the ability to add account codes, you
may filter by entering the account code here. If more than one account
code needs to be entered, simply comma separate.</p>
<p>The default option is to search for calls where there is an exact match
for the account code entered i.e. <span class="keyword">equals</span>, however you do have several
other options as presented below:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/account_code_exmpl.png" alt="Account code" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">equals: </span>to find only exact matches</li>
<li><span class="keyword">is not equal to: </span>to excluding calls to a particular number or beginning with a particular sequence of numbers</li>
<li><span class="keyword">begins with: </span>to find calls to a particular location e.g. 00 for International</li>
<li><span class="keyword">does not begin with: </span>to exclude certain calls e.g. 07 for UK mobile/personal</li>
<li><span class="keyword">ends with: </span>when you want to find calls to a specific DDI</li>
<li><span class="keyword">does not end with: </span>calls to everywhere except a specific number range</li>
<li><span class="keyword">contains: </span>to find a call where you only have a portion of the number</li>
<li><span class="keyword">does not contain: </span>to find a call where you need to exclude certain numbers or portions of numbers</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Carrier</h5>
<p>The carrier is the tariff table used to cost the call. You can choose to
filter all calls by a particular carrier e.g. if you want to check a
recent bill from that carrier. Alternatively, you may want to look at
all calls not routed over a particular carrier. To do this, simply
select from the above:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/carrier_exmpl.png" alt="Carrier" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">equals: </span>calls equal to the value entered here</li>
<li><span class="keyword">is not equal to: </span>calls not equal to the value here e.g. calls that were not free i.e. 0.00</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Cost</h5>
<p>The cost, if any, incurred by the call (shown in local currency). You can filter by cost to show calls:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/cost_exmpl.png" alt="Cost" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">is greater than: </span>all calls above the value entered here</li>
<li><span class="keyword">is less than: </span>all calls below the value entered here</li>
<li><span class="keyword">equals: </span>calls equal to the value entered here</li>
<li><span class="keyword">is not equal to: </span>calls not equal to the value here e.g. calls that were not free i.e. 0.00</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Dialled number</h5>
<p>When filtering by dialled number, enter the number you want to filter by here, including any international prefixes.</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/dialled_number_exmpl.png" alt="Dialled number" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">equals: </span>to find only exact matches</li>
<li><span class="keyword">is not equal to: </span>to excluding calls to a particular number or beginning with a particular sequence of numbers</li>
<li><span class="keyword">begins with: </span>to find calls to a particular location e.g. 00 for International</li>
<li><span class="keyword">does not begin with: </span>to exclude certain calls e.g. 07 for UK mobile/personal</li>
<li><span class="keyword">ends with: </span>when you want to find calls to a specific DDI</li>
<li><span class="keyword">does not end with: </span>calls to everywhere except a specific number range</li>
<li><span class="keyword">contains: </span>to find a call where you only have a portion of the number</li>
<li><span class="keyword">does not contain: </span>to find a call where you need to exclude certain numbers or portions of numbers</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>LCR Code</h5>
<p>If you use Least Cost Routing, you can select the carrier you would like
to report on here. Alternatively you can choose to exclude certain
carriers.</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/lcr_code_exmpl.png" alt="LCR code" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">equals: </span>to find only exact matches</li>
<li><span class="keyword">is not equal to: </span>to find any calls over alternative carriers</li>
<li><span class="keyword">begins with: </span>to find calls for a partial LCR code</li>
<li><span class="keyword">does not begin with: </span>to exclude calls over certain carriers</li>
<li><span class="keyword">ends with: </span>exclude LCR codes ending with specific digits</li>
<li><span class="keyword">does not end with: </span>where the LCR code does not end with specific digits</li>
<li><span class="keyword">contains: </span>to find call on an LCR where you only have a portion of the number</li>
<li><span class="keyword">does not contain: </span>to find a call on LCR excluding certain numbers or portions of numbers</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Start time</h5>
<p>Start time is defined as the exact time of day the call started, as
output by your telephone system. You may choose to filter for any of
the following:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/start_time_exmpl.png" alt="Start time" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">is greater than: </span>filter for calls that started after this time e.g. after 08:00</li>
<li><span class="keyword">is less than: </span>filter for calls that started before this time e.g. before 07:00</li>
<li><span class="keyword">equals: </span>filter for calls that started at exactly this time</li>
<li><span class="keyword">is not equal to: </span>filter for calls outside a particular time</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Call type</h5>
<p>This allows you to define the type of call you would like to report on.
You can choose between the following:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/call_type_exmpl.png" alt="Call type" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">All inbound: </span>.......</li>
<li><span class="keyword">Inbound answered: </span>.........</li>
<li><span class="keyword">Inbound DDI only: </span>.......</li>
<li><span class="keyword">Inbound transfer only: </span>.........</li>
<li><span class="keyword">Inbound missed: </span>.........</li>
<li><span class="keyword">All outbound calls: </span>.........</li>
<li><span class="keyword">Outbound connected only: </span>.........</li>
<li><span class="keyword">Outbound not connected only: </span>.........</li>
<li><span class="keyword">Outbound operator assisted: </span>.........</li>
<li><span class="keyword">Tandem: </span>.........</li>
<li><span class="keyword">User mobile calls: </span>.........</li>
<li><span class="keyword">User SMS: </span>.........</li>
<li><span class="keyword">All internal: </span>.........</li>
<li><span class="keyword">Internal answered only: </span>.........</li>
<li><span class="keyword">Internal not answered only: </span>.........</li>
<li><span class="keyword">Internal not connected only: </span>.........</li>
<li><span class="keyword">Private wire: </span>.........</li>
<li><span class="keyword">Feature: </span>.........</li>
</ul>
<p>Then you can define the actual type of call. e.g. to see all abandoned
DDI calls, choose <span class="keyword">equals</span> and select <span class="reference">'Missed DDI only'</span> from drop-down list.
This will show how many channels had missed or abandoned calls at any one time.</p>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>CLI</h5>
<p>The telephone number of the caller if presented known as CLI (Caller
Line Identification). If you want to search for calls from a particular
CLI or look for all calls excluding those from a specific CLI, filters
should be used as follows:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/cli_exmpl.png" alt="CLI" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">equals: </span>to find only exact matches</li>
<li><span class="keyword">is not equal to: </span>to find every call except those from that CLI</li>
<li><span class="keyword">begins with: </span>to find calls that begin with similar CLI numbers</li>
<li><span class="keyword">does not begin with: </span>to exclude calls from specific CLI's</li>
<li><span class="keyword">ends with: </span>exclude CLI numbers ending with specific digits</li>
<li><span class="keyword">does not end with: </span>where the CLI does not end with specific digits</li>
<li><span class="keyword">contains: </span>to find call from a CLI where you only have a portion of the number</li>
<li><span class="keyword">does not contain: </span>to find a call from a CLI excluding certain numbers or portions of numbers</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Destination</h5>
<p>The destination can most easily be defined as the B end of the call.
It will change depending on the type of report being run. e.g. on an
internal call, the destination will be the extension number or name of
the person being dialled (if the extension number has been allocated a
name). On an outgoing call the destination will be the name of the place
being dialled e.g. USA, Leeds, Vodafone etc. If a location or mobile
has been customised with an exact name, this will be shown e.g. Joe
Bloggs mobile, ABC Corp LA office etc. This allows you to search for all
calls except those to a specific destination.</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/destination_exmpl.png" alt="Destination" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">equals: </span>to find only exact matches</li>
<li><span class="keyword">is not equal to: </span>to exclude calls that don't match</li>
<li><span class="keyword">begins with: </span>to find calls for a partial LCR code</li>
<li><span class="keyword">does not begin with: </span>to exclude calls over certain carriers</li>
<li><span class="keyword">ends with: </span>exclude LCR codes ending with specific digits</li>
<li><span class="keyword">does not end with: </span>where the LCR code does not end with specific digits</li>
<li><span class="keyword">contains: </span>to find call on an LCR where you only have a portion of the number</li>
<li><span class="keyword">does not contain: </span>to find a call on LCR excluding certain numbers or portions of numbers</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Duration</h5>
<p>You may want to filter calls based on the length of time spent on a call
i.e. call duration. To do this, simply use filters as follows:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/duration_exmpl.png" alt="Duration" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">is greater than: </span>allows you to look for calls longer than the duration entered</li>
<li><span class="keyword">is less than: </span>allows you to look for calls shorter than the duration entered</li>
<li><span class="keyword">equals: </span>allows you to look for calls equal to the duration shown</li>
<li><span class="keyword">is not equal to: </span>allows you to look for any call that does not match the duration entered</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Response time</h5>
<p>This filter allows you to search and see how long it took for a call to
be answered. The duration for response time is always in seconds. The
filters should be used as follows:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/response_time_exmpl.png" alt="Response time" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">is greater than: </span>allows you to search for calls where the response time is longer than the number of seconds entered</li>
<li><span class="keyword">is less than: </span>allows you to search for calls where the response time is below the number of seconds entered</li>
<li><span class="keyword">equals: </span>allows you to search for call where the response time equals that entered</li>
<li><span class="keyword">is not equal to: </span>allows you to search for calls where the response time differs to that entered</li>
</ul>
<h5>Trunk access code</h5>
<p>This filter allows you to search for calls that used a particular trunk
access routing code. The filters should be used as follows:</p>
<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/trunk_access_code_exmpl.png" alt="Trunk access code" />
<p>You can select one of the following options:</p>
<ul>
<li><span class="keyword">equals: </span>to find calls using only this trunk access code</li>
<li><span class="keyword">is not equal to: </span>to find every call that went out not using this trunk access code</li>
<li><span class="keyword">begins with: </span>to find calls that went out over a trunk access code that began with these digits</li>
<li><span class="keyword">does not begin with: </span>to find calls that went out over any trunk access code excluding those that began with the digits entered</li>
<li><span class="keyword">ends with: </span>find calls over any trunk access code ending with specific digits</li>
<li><span class="keyword">does not end with: </span>find calls over any trunk access code that does not end with specific digits</li>
<li><span class="keyword">contains: </span>to find calls over any trunk access code where you only have a portion of the number</li>
<li><span class="keyword">does not contain: </span>to find a call over any trunk access code which does not certain numbers or portions of numbers</li>
</ul>
<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>
<h5>Added Filters</h5>
<p>Once your filters are added, they will appear under the <span class="reference">Filters</span> section, as shown below:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/filters_2.png" alt="Added filters" />
<h5>Delete a Filter</h5>
<p>In order to delete a filter, 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/filters_3.png" alt="Delete filter" />
|
NOTE: You may add more than one Filters to any report. |
<h4>Options</h4> <p>Unlike Filters, Options differ depending on the report being run. Some reports do not have any options. Because all options are not available on all reports, only the options that can be used with the report selected will be shown. All other options will be greyed out and can not be selected.</p> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/options_call_scoring.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> <p>A list with the available options for the Call scoring report can be seen below:</p> <h5>Exclude transfers</h5> <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" /> <p>As shown above, you have the following two options:</p> <ul> <li><span class="keyword">Yes: </span>............</li> <li><span class="keyword">No: </span>............</li> </ul> <p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p> <h5>Exclude weekends</h5> <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" /> <p>As shown above, you have the following two options:</p> <ul> <li><span class="keyword">Yes: </span>............</li> <li><span class="keyword">No: </span>............</li> </ul> <p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p> <h5>Hide unused</h5> <p>This option gives you the option of excluding unused extensions from the results shown. To exclude unused extension, simply select select the tickbox, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/hide_unused.png" alt="Hide unused" /> <p>As shown above, you have the following two options:</p> <ul> <li><span class="keyword">Yes: </span>............</li> <li><span class="keyword">No: </span>............</li> </ul> <p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p> <h5>Audio only</h5> <p>.............................................................................................................................</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/audio_only.png" alt="Audio only" /> <p>As shown above, you have the following two options:</p> <ul> <li><span class="keyword">Yes: </span>............</li> <li><span class="keyword">No: </span>............</li> </ul> <p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p> <h5>Notes only</h5> <p>.............................................................................................................................</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/notes_only.png" alt="Notes only" /> <p>As shown above, you have the following two options:</p> <ul> <li><span class="keyword">Yes: </span>............</li> <li><span class="keyword">No: </span>............</li> </ul> <p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p> <h5>Scored only</h5> <p>.............................................................................................................................</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/scored_only.png" alt="Scored only" /> <p>As shown above, you have the following two options:</p> <ul> <li><span class="keyword">Yes: </span>............</li> <li><span class="keyword">No: </span>............</li> </ul> <p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p> <h5>Added Options</h5> <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" /> <h5>Delete an Option</h5> <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" /> |
NOTE: You may add more than one Options to any report. |
<h2>Creating the report</h2> <p>When you have chosen a reporting period, and are happy with your selections, you have two options:</p> <ul> <li>Run the report now</li> <li>Schedule for future delivery</li> </ul> <p>To choose your preferred option, select the appropriate button.</p> <p>If you choose to run the report now, click the <span class="button">Run now</span> button, as shown below. The results will appear immediately in your chosen format.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/run_report.png" alt="Run report" /> <p>To schedule the report for delivery at a later date, follow the instruction given on the <a href="Schedule a report">Schedule a report</a> section.</p> <h2>Call scoring - The results</h2> <p>When selecting <span class="reference">Web</span> as the output format, this report will appear as below.</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>As with all reports, the header of the report includes the report title, any name you may have given to it, and the date and time it was run.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/call_scoring_1.png" alt="Call scoring" /> <p>The results of the call scoring report will vary depending on the type of questions used to create your scorecards.</p> <p><b>Yes/No</b> answers will be shown as two bars with a % allocated against the Yes/No answers.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/yes_no_answer.png" alt="Call scoring" /> <p><b>Range answers</b> will show the Minimum and Maximum scores as well as the average score.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/range_answer.png" alt="Call scoring" /> <p><b>Multiple choice</b> scores will show the % allocated to each answer</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/multiple_choice_answer.png" alt="Call scoring" /> <p>All scores will show the total number of scores the report is based on so you can put the answers into context.</p> <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 class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/breadcrumb.png" alt="Breadcrumbs" /> |