Overview

The Enterprise Overview report is an interactive, click-able report, showing call summaries for each type of call - inbound, outbound and missed. The report is useful for comparing call statistics between different parts of your organisation and allows you to drill-down into each value to see the same call information for subsequent groups or users. Totals, maximums and averages are displayed at the foot of each column.

Running the report

Click on the Reports tab and select Enterprise overview from the left-hand pane. The screen displaying the parameters of the report will appear, where you can configure the entity, period, filters, options and format of the report.

For details about how to configure these parameters, refer to the relevant page(s) in the list below:

Creating the report

When you have configured the report's parameters, click on the Run now button to run the report immediately; alternatively, you can save the report's definition or schedule the report for future delivery.

The report's results

The results of the report show a summary of call volumes - organised by call type - for the report entity you selected. 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 Enterprise, 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 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.

The Web format allows you to see the results of the report at different organisational levels: site level, group level, user level and as an itemised list.

Site level

At site level, the report will show call summary information for each site, as shown below:

Group level

By clicking on a site, you can drill down into group-level information, as shown below:

User level

When drilling down into a group, a new report is produced, showing the same summary information for each individual user within that group, as shown below:

At all organisational levels, the body of the report consists of a table containing call summary information about each entity. The column headers of this table are described below:

Header	Description
Name	The name of the entity for each line of data
Missed	: The total number of missed calls Avg duration: The average duration of all missed calls (in seconds)
Answered	: The number of incoming calls answered by extensions within the selected entity, including transferred calls Total duration: The total duration of all incoming calls (in hours, minutes and seconds) Avg duration: The average duration of all incoming calls (in hours, minutes and seconds) Avg response: The average time taken to respond to all incoming calls (in seconds)
Outbound	: The number of outbound calls Total duration: The total duration of all outgoing calls (in hours, minutes and seconds) Avg duration: The average duration of all outgoing calls (in hours, minutes and seconds) Total cost: The total aggregate cost of all outbound calls

In addition to summary information, totals and averages for each call type are shown in the footer of each column.

Itemised list

By clicking on the hyperlink of a particular user, a new report is produced that shows - in chronological order - an itemised list of calls made or received by that user, as shown below:

The headers of the itemised call table are described below:

Header	Description
Date & Time	The date and time the call started
Source	The place from where the call originated
CLI	The telephone number of the remote caller for inbound calls
Route	The information displayed in this field is determined by the type of call: for incoming calls, this shows the CLI of the caller for incoming internal calls, this shows either the caller's username or extension number for outgoing calls, this shows the dialled number
Destination	The information displayed in this field is determined by the type of call: for incoming calls, this shows the name of the user whose extension answered the call, or the extension number if not available for outgoing calls, this shows the geographical location that was dialled, or an alias if defined in your contacts list for internal calls, this shows the extension that was dialled, enclosed in square brackets [ ]
Response	The length of time it took for the call to be answered (i.e. the response time)
Duration	The duration of the call (in hours, minutes and seconds)
Cost	The cost of the call

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