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Introduction

The Inbound Call Performance report displays how quickly your inbound calls are being answered, compared to your target thresholds, grouped by year, month, day or hour.  A visual representation of how well each target is met is shown alongside a table containing the actual response time values.


Running the report

On the Reports screen, select the Inbound call performance report from the left-hand pane and click the Select this report button.


A new window will appear, where you can set the parameters of your report.

Selecting the reporting period

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


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:

PeriodDescription
TodayThe 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.
YesterdayThe 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 weekThe start date is set to the first day of the current week (normally Monday). 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 weekThe 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 monthThe 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 monthThe 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 00:00:00 and 23:59:59 respectively.
This yearThe 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 callsThe 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.

In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the Period drop-down list and specifying your own  Start dateStart timeEnd date and End time of the period you want to report on.


Once you have set the reporting period, click on the Next button to set additional report parameters and options, or select the Finish button to run the report immediately.

Selecting the reporting entity

The Reporting entity parameter allows you to select the part of your organisation whose calls the report should include, e.g. a site, a group or an individual user.


Site

To report on a particular site, select it from the drop-down list or select All sites .

Site
All sites

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.

Group
All groups

User

If both a site and group have been selected, you can further limit the report's results to include only calls involving a particular user, by selecting that user from the drop-down list.

User
All users

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 selected the scope of your report, click on the Next button to set additional report parameters and options, or to run the report immediately, click the Finish button.

Selecting the report filters

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


Account code

To produce a report consisting only of calls that were made using a particular account code, enter the account code in the field provided.

Account code
0140

To report on more than one account code, separate each code using a comma.

Call type

This filter allows you to define the type of call you want to report on, 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.

Call type
All calls

Carrier

If you use more than one carrier, you can limit the results to include only calls that were made using a specific carrier.

Carrier
All carriers

If you use only one carrier, there will be no drop-down list available and no option to choose a carrier.

CLI

Calling Line Identification (CLI) is 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 could enter 02072652600.

CLI
02072652600

You can use the ! symbol to explicitly exclude a CLI from the report's results, and/or the * symbol as a wildcard in digit pattern matching.  For example, to exclude calls from Tri-Line, but include all others, you could use !020726526*. To report on more than one CLI, use a comma to separate each entry.

 

Dialled number

To filter calls to a specific dialled number, type it in the text box provided. The dialled number 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 can be entered (e.g. 0033 for calls to France).

Dialled number
0033

You can use the ! symbol to explicitly exclude a dialled number from the report's results, and/or the * 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 desired duration in seconds.

Duration
>1800

You can specify a duration range by using the - symbol; to specify limits, use the comparison operators, ><, and ! .

In the above example, the report will return only calls longer than 1800 seconds (30 minutes).

LCR code

To filter your results to include only calls that used a Least Cost Routing (LCR) code, enter it in the text box provided.

LCR code
162

You can use the ! symbol to explicitly exclude a LCR code from the report's results, and/or the * symbol as a wildcard in digit pattern matching.  For example, to exclude calls made using all LCR codes beginning 162, you could enter !162*To report on more than one LCR code, use a comma to separate each entry.

Response

This option allows you to filter calls based on their response time, measured in seconds. Specify the desired response time threshold in the text box provided.

Response time
>10

In the above example, the search results will display calls that have a response time greater than 10 seconds. 

You can specify a response time range by using the - symbol and; to specify limits, use the comparison operators, ><, and ! .

Start time

This option allows you to filter calls based on the time the call started. Specify the start time in the text box provided using the hh:mm:ss format.

For example, to include only calls that began after 10 am, you could enter 10:00:00 in the Start time field, as shown below:

Start time
10:00:00

Trunk access code

If your telephone system uses trunk access codes to connect calls using specific channels, you can limit your report's results to include only calls made using those codes. Specify the trunk access code in the text box provided.

Trunk access code
9

You can use the ! symbol to explicitly exclude a trunk access code from the report's results, and/or the * symbol as a wildcard in digit pattern matching. For example, to exclude calls made using the 9 trunk access code, you could enter !9To report on more than one trunk access code, use a comma to separate each entry.

Selecting the report options

This section enables you to further narrow down your report results, by excluding certain types of calls. It also allows you to sort the report's results in a particular manner.


Exclude weekends

To exclude weekend calls from your report's results, select the Exclude weekends option.

Exclude weekends

Exclude transfers

To exclude transferred calls from your report's results, select the Exclude transfers option.

Exclude transfers

Hide unused

To exclude unused extensions from your report's results, select the Hide unused option.

Hide unused

Thresholds

Define your response target threshold(s) by entering comma-separated values in the text box provided. The example below shows response time targets for calls answered within 5, 10 and 20 seconds, respectively.

Thresholds
5, 10, 20

Group by

Select the time period by which you want to group your calls.

Group by
Hour

Selecting the report format

This section allows you to choose the media format of your completed report. The formats available are WebPDFExcelCSV and XML.

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

Creating the report

When you have selected a reporting period 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.


The report's results

Below is an example of this report's output in Web format. 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 body of the report consists of a table showing a summary of your incoming calls, grouped by the period you selected. A description of the column headers are shown below:

HeaderDescription
Hour / Day / Month / Year
The time period.
SquiggleThe total number of calls in each period.

Answered

  • Ans: The total number of answered calls in each period.
  • Avg durn: The average length of time of all answered calls in each period.
  • Avg resp: The average response time of all answered calls in each period.
  • Max resp: The maximum time it took to answer a call in each period.
  • x-xx s: The percentage of calls that were answered within each predefined target, e.g. if 50% is displayed under the 0-5s heading, means that half of all calls were answered within 5 seconds.
%The number of answered versus missed calls within each period, expressed as a percentage.

Missed

  • Squiggle: The total number of missed calls in each period.
  • Avg durn: The average length of time that missed calls rang before they were abandoned.

Each period is shown as a hyperlink which, if clicked on, re-runs the report using a more granular period.


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


 

 

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