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Exclude weekends

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FilterSort results by
ValueDayName

Ignore missed calls shorter than

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Creating the report

When you have chosen a reporting period, and are happy with your selections, you have two options:

  • run the report now
  • schedule the report for future delivery

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If you click on the Run now button, the report will run instantly in your chosen format.

If you want to schedule the report to run at a later time, follow the instruction given in the Schedule a report section.

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<a id="The report's results"></a>

The report's results

When selecting WEB as the output format, this report will appear as below. To view details of any filters or selection parameters used in creating this report, simply click on About this report on the top-right corner of the page.

 

As with all reports, the header of the report includes:

  • the report title
  • the date and time of the report
  • the name of the report, if applicable

The WEB format allows for complete flexibility when viewing any report. All headers are clickable, allowing you to re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked.

Site Level

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The headers of this report are as follows:

HeaderDescription
NameThis column tells you which entity the data displayed refers to, e.g site, department user etc.
InboundThe answered calls columm is always displayed in green. It allows you to re-order the Call analysis report based on incoming call information. You can re-arrange based on any of the following selection criteria:
  • SquiggleImage Added: The total volume of calls received by this entity.
  • Ext duration: The total length of time spent on inbound external calls by this entity.
  • Int duration: The total length of time spent on inbound internal calls by this entity.
OutboundThe outbound calls column is always displayed in blue. It shows the total number of calls for each half hour, the maximum, average and total duration for calls in that half hour and average and total cost of calls made in that half hour. It also allows you to re-order the Call analysis report based on this outbound call information. You can re-arrange based on any of the following selection criteria:
  • SquiggleImage Added: The total volume of calls made by this entity.
  • Ext duration: The total length of time spent on outbound external calls by this entity.
  • Int duration: The total length of time spent on outbound internal calls by this entity.
TotalsThe missed calls column is always displayed as red. It allows you to re-order your call analysis detail based on whichever of the following criteria is most important:
  • SquiggleImage Added: The total number of calls handled by this entity, including all incoming and outgoing both internal and external.
  • Duration: The total duration of time spent on calls by this entity.
  • Cost: The total cost of the calls for the entity appearing in this report. Please note that on multi-national sites the cost would normally be set to appear in local currency.

Extension group level

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Extension level

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Individual user level

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The headers of this level are as follows:

HeaderDescription
Date & TimeShows the date and time the calls was started.
SourceDetails of where the call originated.
CLIShows the caller line identity of the incoming call.
RouteShows the number that was dialled, in the case of an outgoing or internal call.
DestinationFor outgoing calls, shows the destination of the call; for other calls, shows the type of call, e.g. unanswered, abandoned, internal, feature call.
ResponseThe response field shows the length of time it took before the call was answered i.e. the response time.
DurationShows the duration of the call in hours, minutes and seconds.
CostShows the cost of the call.
Listen to the recording buttonImage AddedShows only if there is a recording associated with the call. To play, simply click on this icon.

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

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<sabina>Hi there</sabina>
<p>The following report selection criteria window appears:</p>

<h4>Reporting period</h4>

<p>Every report requires a period to run over. This is generally defined as the "Reporting period".</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/period_screen.png" alt="User activity" />

<p>There are several pre-defined periods that can be selected from a simple drop-down list as shown above.</p>

<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>
		<tr>
			<td class="confluenceTd"><b>Custom period</b></td>
			<td class="confluenceTd">Enter the start and end dates and times into the boxes below. The start and end times are linked to their respective dates.</td>
		</tr>
	</tbody>
</table>

<p>If you want to be more specific, you can choose the <span class="keyword">Custom period</span> from the bottom of the drop-down list. This option
will allow you to define the start date and end date yourself, as shown below. When you need to be even more specific,
you can also choose a start time and end time.</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/custom_period_screen.png" alt="User activity" />

<p>When the report is executed, if the user has selected an in-built period, the reporting engine simply substitutes the start
and end dates based on the current date and the period the user selected.</p>

<p>Once you have set the report's period, click on the <span class="button">Next</span> button to set more of the report's features or select the <span class="button">Finish</span> button to run the report.</p>

<h4>What do you want to report on?</h4>

<p>In addition to the reporting period, each report offers you the opportunity to define exactly what you want to report on. This is
generally a site, group or user.</p>

<h5>Site</h5>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_1.png" alt="User activity" />

<p>TIM Plus will allow you to log information from up to five sites. If you want to report on a specific site, select that site from
the drop-down list or to select all sites' data, leave it at the default <span class="keyword">All sites</span> as shown above.</p>

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