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<a id="Introduction"></a>

Introduction

The Call Scoring report provides a comprehensive analysis of previously-scored calls, enabling you to

quickly and easily evaluate the answers to them. All questions are summarised in a clear, easy-to-understand format and are shown separately, grouped into their respective categories.TIM Plus allows you

more efficiently assess the performance of your staff. TIM Plus gives you the option to create your own score cards

and

, so you can specifically rate any call

for evaluation purposes.

according to a set of custom evaluation criteria.

The scores can be based on any combination of questions

with

whose answers are of the following

answers

type:

Yes/No
A value range
Multiple choice

All questions are summarised in a clear, easy-to-understand format and are displayed separately, grouped into their respective categories.

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An example of a scoring card can be seen below:

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<a id="Running the report"></a>

Running the report

On the Reports screen,

click on Call geography in the reports list and then press

select the Call scoring report from the left-hand pane and click the Select this report button.

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A new window will appear, where you can

select

set the

criteria for

parameters of your report.

Selecting the reporting period

Every report requires a period to run over

For each report, you must specify a time span that covers the calls you want the report to include. This is

generally defined

known as the "

Reporting

reporting period".

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There are several preset

periods that can be selected from a drop-down list. The predefined periods are based on a standard Gregorian calendar and are defined as follows:-

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:

Period	Description
Today	The start and end dates are set to the current date. The start time is set to 00:00:00 and the end time to 23:59:59.
Yesterday	The start and end dates are set to the current date minus one day. The start time is set to 00:00:00 and the end time to 23:59:59.
This week	The start date is set to the first day of the current week (normally Monday)

of the current week

. The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time.
Last week	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 00:00:00 and the end time to 23:59:59.
This month	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 00:00:00 and the end time to the current time.
Last month	The start date for this period is set in three stages

.

: The day is set to

01,

the first day of the month. The month is set to the

current month minus one, or in the case of January, it is set to 12

previous month. The year is set to the current year, unless it is

a new year

currently January, in which case, the previous year is

reduced by one

used. The start and end times are set to 00:00:00 and 23:59:59 respectively.
This year	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 00:00:00 and 23:59:59 respectively.
All calls	The start and end dates and times are set to the

date

dates and

time

times of the first and last call in the entire call database, respectively.

Custom periodEnter the start and end dates and times into the boxes below. The start and end times are linked to their respective dates.If you want to be more specific, you can choose the Custom period from the drop-down list. This option will allow you to define the Start date and End date yourself, as well as the Start time and End time of the calls

In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the

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Label	Period

drop-down list and specifying your own

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Label	Start date

,

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Label	Start time

,

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Label	End date

and

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Label	End time

of the period you want to report on.

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When the report is executed, the reporting engine will substitute the start and end dates based on the current date or the relevant selection made by the user.

Once you have set the

report's

reporting period, click on the Next button to set

more of the

additional report

's

parameters and options, or select the Finish button to run the report immediately.

Selecting the reporting entity

The

reporting

Reporting entity

paramater

parameter allows you to select

which

the part of your organisation

you want to run the report for (site, extension group, channels or individual extensions)

whose calls the report should include, e.g. a site, a group or an individual user.

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Site

TIM Plus will allow you to log information from up to five sites. If you want to

To report on a particular site, select

your preferred site

it from the drop-down list

, alternatively leave the default settings as

or select All sites .

Reporting_filter

Filter

Sites

Site
Value	All sites

Tip
The username and password you have been allocated might be restricted to a specific site or group. If you need additional permissions, please contact your system administrator.

Group

There is no limit to the number of groups you can create on one site. Groups, like sites are available as a drop-down list. You can choose to report on a specific group or leave the default setting as All groups.

Group

If a site has been selected, you are able to further limit the report's results by selecting a group from the drop-down list.

Reporting_filter

Filter

Groups

Group
Value	All groups

Please note that the drop-down list for each group will appear only if a site has already been selected.

User

Once

User

If both a site and group

has

have been selected, you can

also choose to report on

further limit the report's results to include only calls involving a particular user, by selecting that user from the drop-down list

, or you can leave the default setting as All users

.

Reporting_filter

Filter	User
Value	All users

Tip
If your web account is restricted to a specific site or group, only those entities to which you have access will be available in the drop-down lists.

Once you have

set

selected the scope of your report

's entities

,

click

click on

the

the Next

button

button to set

more of the report's features or select theFinishbutton

additional report parameters and options, or to run the report immediately, click the Finish button.

Selecting the report filters

This option allows you to filter out certain calls from your results, by selecting the values of the parameters.

You can limit the results of your report by choosing one or more of the following filters:

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scoring_filters

general.png

These filters allow you to be very specific, when deciding the call information you would like to display in the final report.If you do not want to select any filters, simply press theNextbutton to skip.

Please find a brief description of all filters below:

Call type

This filter allows you to define the type of call you

would like

want to report on

. If you would like to report on all calls, leave the default setting as

, in terms of where the call originated and where it was delivered, e.g. incoming, outgoing, internal, etc. To report on all types of call, set this to All calls.

Reporting_filter

Filter	Call type
Value	All calls

If you want to report on one call type in particular, expand the drop-down list and select from the available options.

CLI

The Caller

CLI

Calling Line Identification (CLI) is

a phone number that calls your organisation. This is sometimes withheld by the person making the call.You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI. For example, for

the telephone number of the remote caller in an incoming call scenario.

You can report on calls that originate from a specific CLI or those whose CLI matches a particular pattern of digits. For example, to report on all incoming calls from Tri-Line, you

would

could enter 02072652600.

Reporting_filter

Filter	CLI
Value	02072652600

This filter accepts the comparison operators ! and * (e.g. to exclude calls from Tri-Line, you would use !020726526*). To report on more than one CLI, user a comma to separate the entries.

Dialled number

To filter calls to a specific dialled number, type

the number that was dialled

it in the text box provided. The dialled number

can be a number that you dial out, or a DDI number within your organisation that someone dials in to get to a particular extension

is defined as the number that is dialled (in the case of an outbound call), or the DDI number that the remote party dialled to reach a particular extension or group (in the case of an inbound call).

To filter calls to a specific area, a partial number

may

can be entered (e.g. 0033

, for

for calls to France).

Reporting_filter

Filter	Dialled number
Value	0033

This filter accepts the comparison operators ! and * (e.g. to exclude calls to 0207 265, enter !0207265* ).

You can use the ! symbol to explicitly exclude a dialled number from the report's results, and/or the

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Label	*

symbol as a wildcard in digit pattern matching. For example, to exclude calls to Tri-Line, but include all others, you could use !020726526*). To report on more than one dialled number, use a comma to separate each entry.

Duration

To filter calls above or below a particular duration, enter the

number of seconds and the relevant symbol in the box provided. This filter allows you to specify a range (-) or use comparison operators (>, <, ! and *).

Reporting_filter

Filter	Duration
Value	>1800

desired duration in seconds.

Reporting_filter

Filter	Duration
Value	>1800

You can specify a duration range by using the

Referencemacro

Label	-

symbol; to specify limits, use the comparison operators, >, <, and

Referencemacro

Label	!

.

In the above example, the

filter

report will

look for

return only calls longer than 1800 seconds (30 minutes).

Alternatively, you may want to exclude calls below a certain threshold (e.g. below 3 seconds).

Selecting the report options

This section

allows

enables you to further narrow down your report results, by excluding certain types of calls

or sorting the

. It also allows you to sort the report's results in a particular manner.

The filters are fairly self-explanatory. For example, if you would like to exclude weekend calls from the report, simply tick the option to exclude weekend calls. If you would like to ignore missed calls shorter than a specific duration, simply enter the duration in the box.

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Exclude weekends

If you would like to

To exclude weekend calls from

the search

your report's results,

simply select the tick-box to exclude weekend calls

select the

Referencemacro

Label	Exclude weekends

option.

Reporting_option

Option	Exclude weekends

Exclude transfers

Select this option if you would like to exclude transfers from the search results. For example if you want to see only how well calls were answered when first presented, you would choose to exclude transfers

To exclude transferred calls from your report's results, select the

Referencemacro

Label	Exclude transfers

option.

Reporting_option

Option	Exclude transfers

Hide unused

This option gives you the option of excluding

To exclude unused extensions from

the results shown. To exclude unused extension, simply select select the tickbox, as shown below:

your report's results, select the

Referencemacro

Label	Hide unused

option.

Reporting_option

Option	Hide unused

Selecting the report format

This section allows you to choose the media format of your completed report. The formats available are Web, PDF, Excel, CSV and XML.

More details about each report format are available in the Setting the report format section above.

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<a id="Creating the report"></a>

Creating the report

When you have

chosen

selected a reporting period

, and are happy with your selections, you have two options:

run the report now

schedule the report for future delivery

and have chosen any filters and options, you can either run the report immediately by clicking on the Run now button, or schedule it 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

HTML

<h2>Introduction</h2>

<p>TIM Plus allows you to create your own score cards and rate any call for evaluation purposes. The scores can be based
on any combination of questions with the following answers:</p>

<ul class="content">
	<li><b>Yes/No</b></li>
	<li><b>A range</b></li>
	<li><b>Multiple choice</b></li>
</ul>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_scoring_1.png" alt="Call scoring" />

<p>An example of a scoring card can be seen below:</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/score_card.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 list and then press the <span class="button">Select this report</span> button.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_scoring_2.png" alt="Call scoring" />

<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="Call scoring" />

<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="Call scoring" />

<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="Call scoring" />

<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>

Note
NOTE: The username and password you have been allocated may mean you are restricted to specific sites or groups. If you have any difficulty accessing other sites or group, please contact your system administrator and check that access has been enabled.

HTML

<h5>Group</h5>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_2.png" alt="Call scoring" />

<p>There is no limit to the number of groups available on each site. Groups, like sites are available as a drop-down list. You
can choose to select a specific group or leave at the default <span class="keyword">All groups</span>. Please note that the drop-down list for each
group can only appear if a site has already been selected.</p>

<h5>User</h5>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_3.png" alt="Call scoring" />

<p>Once a site and group has been selected, you can decide whether you would like to report on all users or select a
particular user from the drop-down list as shown above.</p>

<p>Once you have set the report's entities, 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>Filter call information</h4>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/filter_screen_call_scoring.png" alt="Call scoring" />

<p>You have the option of filtering the information, based on a number of call filters. These filters allow you to be very
specific, when deciding the call information you would like in the final report.</p>

<p>If you do not want to select any filters, simply press the <span class="button">Next</span> button to skip.</p>

<p>Please find a brief description of all filters below:</p>

<h5>Call type</h5>

<p>This filter allows you to define the type of call you would like to report on. If you would like to report on all calls, leave at the default <span class="keyword">All calls</span>.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_type_exmpl.png" alt="Call type" />

<h5>CLI</h5>

<p>The Caller Line Identification (CLI) is the number associated with the incoming call. This is sometimes withheld by the person making the call.</p>

<p>You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI by entering the number in here. For example, for calls from Tri-Line you would enter in "02072652600". This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude calls from Tri-Line use "!020726526*".</p>

<p>To report on more than one CLI, simply comma separate.</p>

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

<h5>Dialled number</h5>

<p>To filter calls to a specific number, type the number in the dialled number field. To filter calls to a specific area, a partial number may be entered here e.g. "0033" for calls to France. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude calls to 0207 265, enter "!0207265*".</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/dialled_number_exmpl.png" alt="Dialled number" />

<h5>Duration</h5>

<p>To filter call above or below a particular duration, simply enter the number of seconds and the relevant symbol. This filter accepts range (<span class="keyword">-</span>) and comparison operators (<span class="keyword">></span>, <span class="keyword"><</span>, <span class="keyword">!</span> and <span class="keyword">*</span>).</p>

<p>In the example nearby, the filter will look for calls above 1800 seconds (30 minutes). Alternatively you may want to exclude calls below a certain threshold e.g. below 3 seconds.</p>

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

<h4>Specific Options</h4>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/options_screen_call_scoring.png" alt="Call scoring" />

<p>This section allows you to add more specific filters to your report. The filters are fairly self-explanatory. If you would like
to exclude weekend calls from the report, simply tick the option to exclude weekend calls.</p>

<h5>Exclude weekends</h5>

<p>This option gives you the option of excluding weekend calls from any results shown. If you would like to exclude weekend
calls, simply select the tickbox to exclude weekend calls.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/weekends.png" alt="Call scoring" />

<h5>Exclude transfers</h5>

<p>Select this option if you would like to exclude transfers when running a report. For example if you were running an
incoming call analysis report and wanted to see only how well calls were answered when first presented, you would
choose the option on excluding transfers.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/transfers.png" alt="Call scoring" />

<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_plus/hide_unused.png" alt="Call scoring" />

<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>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/run_report_screen.png" alt="Call scoring" />

<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. The results will appear immediately in your
chosen format.</p>

<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_plus/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_plus/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_plus/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_plus/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_plus/breadcrumb.png" alt="Breadcrumbs" />

Below is an example of this report's output in Web format:

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The Web format is the most interactive of all formats: all column headers are click-sortable and most graphical and tabular elements can be drilled down into, allowing deeper analysis of your results. By clicking on the About this report link at the top-right corner of the page, you can review any filters and options that have been applied to the report.

As with all reports produced by TIM Plus, each page of the report includes the following information:

the report's title
the date and time that the report was generated
the name of the report, if applicable

The results of the call scoring report will vary depending on the type of questions used to create your score cards:

Yes/No questions show their answers as two bars, each indicating the proportion of total answers.

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URL	/download/attachments/4817250/call_scoring_yes_no_answer.png

Range questions show the minimum and maximum scores, as well as the average score.

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URL	/download/attachments/4817250/call_scoring_range_answer.png

Multiple choice questions show each possible answer as a percentage of the total number of answers.

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URL	/download/attachments/4817250/call_scoring_multiple_choice_answer.png

To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:

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Call Scoring

Versions Compared

Old Version 33

New Version Current

Key

Introduction

Running the report

Selecting the reporting period

Selecting the reporting entity

Site

Group

Group

User

User

Selecting the report filters

Call type

CLI

CLI

Dialled number

Duration

Selecting the report options

Exclude weekends

Exclude transfers

Hide unused

Selecting the report format

Creating the report

The report's results