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<p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3N1bW1hcnlfbGlzdDpUYXNrMT1JbnRyb2R1Y3Rpb258VGFzazI9UnVubmluZyB0aGUgcmVwb3J0fFRhc2szPUNyZWF0aW5nIHRoZSByZXBvcnR8VGFzazQ9VGhlIHJlcG9ydCdzIHJlc3VsdHN9&amp;locale=en_GB&amp;version=2" data-macro-name="summary_list" data-macro-parameters="Task1=Introduction|Task2=Running the report|Task3=Creating the report|Task4=The report's results"></p><table class="wysiwyg-macro" data-macro-name="html" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2h0bWx9&amp;locale=en_GB&amp;version=2); background-repeat: no-repeat;" data-macro-body-type="PLAIN_TEXT"><tr><td class="wysiwyg-macro-body"><pre>&lt;a id="Introduction">&lt;/a></pre></td></tr></table><h1>Introduction</h1><p>The Incoming Call Analysis report breaks down your working day into half-hour segments, providing detailed information about your incoming and abandoned calls, such as call volumes, duration and response time information. These figures are shown as <em>maximum</em> and <em>averages</em>, allowing you to more effectively plan your staff requirements.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8U2hhZG93PWZhbHNlfFVSTD0vZG93bmxvYWQvYXR0YWNobWVudHMvNzI0MTk2OS9pbmNvbWluZ19jYWxsX2FuYWx5c2lzXzQucG5nfQ&amp;locale=en_GB&amp;version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|Shadow=false|URL=/download/attachments/7241969/incoming_call_analysis_4.png"></p><table class="wysiwyg-macro" data-macro-name="html" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2h0bWx9&amp;locale=en_GB&amp;version=2); background-repeat: no-repeat;" data-macro-body-type="PLAIN_TEXT"><tr><td class="wysiwyg-macro-body"><pre>&lt;a id="Running the report">&lt;/a></pre></td></tr></table><h1>Running the report</h1><p><span>Access the <span class="reference">Reports</span> screen, select the <span class="reference">Incoming Call Analysis</span> report from the list and click on the <span class="button">Run now</span> button.</span></p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8U2hhZG93PWZhbHNlfFVSTD1odHRwOi8vZG9jcy50cmktbGluZS5jb206ODA5MC9kb3dubG9hZC9hdHRhY2htZW50cy83MjQxOTY5L2luY29taW5nX2NhbGxfYW5hbHlzaXNfMS5wbmd9&amp;locale=en_GB&amp;version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|Shadow=false|URL=http://docs.tri-line.com:8090/download/attachments/7241969/incoming_call_analysis_1.png"></p><p><span><span>A new window will open, allowing you to configure the parameters of your report:</span></span></p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8U2hhZG93PWZhbHNlfFVSTD1odHRwOi8vZG9jcy50cmktbGluZS5jb206ODA5MC9kb3dubG9hZC9hdHRhY2htZW50cy83MjQxOTY5L2luY29taW5nX2NhbGxfYW5hbHlzaXNfMi5wbmd9&amp;locale=en_GB&amp;version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|Shadow=false|URL=http://docs.tri-line.com:8090/download/attachments/7241969/incoming_call_analysis_2.png"></p><h4>Select a report period</h4><p>For each report, you must specify a time span that covers the calls you want the report to include.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy83MjQxOTcwL3JlcG9ydF9wZXJpb2QucG5nfQ&amp;locale=en_GB&amp;version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/7241970/report_period.png"></p><p>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:</p><table class="confluenceTable"><tbody><tr><th class="confluenceTh">Period</th><th class="confluenceTh">Description</th></tr><tr><td class="confluenceTd"><strong>Today</strong></td><td class="confluenceTd">The start and end dates are set to the current date. 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"><strong>Yesterday</strong></td><td class="confluenceTd">The start and end dates are 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"><strong>This week</strong></td><td class="confluenceTd">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 <span class="keyword">00:00:00</span> and the end time to the current time.</td></tr><tr><td class="confluenceTd"><strong>Last week</strong></td><td class="confluenceTd">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 <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"><strong>This month</strong></td><td class="confluenceTd">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 <span class="keyword">00:00:00</span> and the end time to the current time.</td></tr><tr><td class="confluenceTd"><strong>Last month</strong></td><td class="confluenceTd">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 <span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td></tr><tr><td class="confluenceTd"><strong>This year</strong></td><td class="confluenceTd">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 <span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td></tr><tr><td class="confluenceTd"><strong>All calls</strong></td><td class="confluenceTd">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.</td></tr></tbody></table><p>In addition to the presets described above, it is possible to specify a custom reporting period by choosing <span class="keyword">Custom period</span> from the drop-down list and specifying your own  <span class="reference">Start</span><span class="reference"> </span>and <span class="reference">End </span>dates, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy83MjQxOTcwL2N1c3RvbV9wZXJpb2QucG5nfQ&amp;locale=en_GB&amp;version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/7241970/custom_period.png"></p><h4>Choose a site</h4><p>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.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy83MjQxOTcwL2Nob29zZV9zaXRlLnBuZ30&amp;locale=en_GB&amp;version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/7241970/choose_site.png"></p><h4>Choose a specific trunk group</h4><p>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.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy83MjQxOTY3L3RydW5rX2dyb3VwLnBuZ30&amp;locale=en_GB&amp;version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/7241967/trunk_group.png"></p><h4>Select a particular trunk</h4><p>To report on a particular trunk, enter the trunk number in the box provided.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy83MjQxOTY3L3RydW5rLnBuZ30&amp;locale=en_GB&amp;version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/7241967/trunk.png"></p><h4>Choose a particular extension</h4><p>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:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy83MjQxOTY3L2Nob29zZV9leHRlbnNpb24ucG5nfQ&amp;locale=en_GB&amp;version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/7241967/choose_extension.png"></p><h4>Select calls to specific presented numbers</h4><p>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:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy83MjQxOTcxL251bWJlcnMucG5nfQ&amp;locale=en_GB&amp;version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/7241971/numbers.png"></p><h4>Transferred calls</h4><p>If you want to report only on direct calls and exclude those transferred from another party, tick the <span class="reference">Exclude</span> box, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy83MjQxOTc1L3RyYW5zZmVycmVkLnBuZ30&amp;locale=en_GB&amp;version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/7241975/transferred.png"></p><table class="wysiwyg-macro" data-macro-name="html" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2h0bWx9&amp;locale=en_GB&amp;version=2); background-repeat: no-repeat;" data-macro-body-type="PLAIN_TEXT"><tr><td class="wysiwyg-macro-body"><pre>&lt;a id="Creating the report">&lt;/a></pre></td></tr></table><h1>Creating the report</h1><p>When you have selected a reporting period and have chosen the report's criteria, click on the <span class="button">Run now</span> button, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8U2hhZG93PWZhbHNlfFVSTD0vZG93bmxvYWQvYXR0YWNobWVudHMvNzI0MTk2OS9pbmNvbWluZ19jYWxsX2FuYWx5c2lzXzMucG5nfQ&amp;locale=en_GB&amp;version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|Shadow=false|URL=/download/attachments/7241969/incoming_call_analysis_3.png"></p><table class="wysiwyg-macro" data-macro-name="html" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2h0bWx9&amp;locale=en_GB&amp;version=2); background-repeat: no-repeat;" data-macro-body-type="PLAIN_TEXT"><tr><td class="wysiwyg-macro-body"><pre>&lt;a id="The report's results">&lt;/a></pre></td></tr></table><h1>The report's results</h1><p>Below is an example of this report's output:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8U2hhZG93PWZhbHNlfFVSTD0vZG93bmxvYWQvYXR0YWNobWVudHMvNzI0MTk2OS9pbmNvbWluZ19jYWxsX2FuYWx5c2lzXzQucG5nfQ&amp;locale=en_GB&amp;version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|Shadow=false|URL=/download/attachments/7241969/incoming_call_analysis_4.png"></p><p>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.</p><p>The body of the report consists of a table displaying a breakdown of your incoming and abandoned calls, organised in half-hour time slots. The column headers of the table are described below:</p><table class="confluenceTable"><tbody><tr><th class="confluenceTh">Column header</th><th class="confluenceTh">Description</th></tr><tr><td class="confluenceTd"><strong>Time slot</strong></td><td class="confluenceTd">The time period to which the other headers' results relate</td></tr><tr><td colspan="2" class="confluenceTd"><span style="color: rgb(0,128,0);"><strong>Answered Calls</strong></span></td></tr><tr><th class="confluenceTh">Column header</th><th class="confluenceTh">Description</th></tr><tr><td class="confluenceTd"><strong>Number of calls</strong></td><td class="confluenceTd">The total number of answered calls</td></tr><tr><td class="confluenceTd"><strong>Response time - Max</strong></td><td class="confluenceTd">The maximum length of time a caller waited before a call was answered (in seconds)</td></tr><tr><td class="confluenceTd"><strong>Response time - Avg</strong></td><td class="confluenceTd">The average length of time a caller waited before a call was answered (in seconds)</td></tr><tr><td class="confluenceTd"><strong>Call duration - Max</strong></td><td class="confluenceTd">The duration of the longest answered call (in hours, mins, secs)</td></tr><tr><td class="confluenceTd"><strong>Call duration - Avg</strong></td><td class="confluenceTd">The average length of all answered calls (in hours, mins, secs)</td></tr><tr><td colspan="2" class="confluenceTd"><span style="color: rgb(255,0,0);"><strong>Abandoned Cal</strong></span></td></tr><tr><th class="confluenceTh">Column header</th><th class="confluenceTh">Description</th></tr><tr><td class="confluenceTd"><strong>Number of calls</strong></td><td class="confluenceTd">The total number of abandoned calls</td></tr><tr><td class="confluenceTd"><strong>Wait time - Max</strong></td><td class="confluenceTd">The maximum length of time a caller waited before abandoning the call (in seconds)</td></tr><tr><td class="confluenceTd"><strong>Wait time - Avg</strong></td><td class="confluenceTd">The average length of time a caller waited before abandoning the call (in seconds)</td></tr></tbody></table>