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<h1>Overview</h1><p>The Call Analysis report breaks down your working day into half-hour segments, providing a clear graphical representation of your outbound, answered and abandoned calls. Call volumes are shown as <em>maximums</em> and <em>averages</em> which can help with staff planning.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMDgvY2FsbF9hbmFseXNpc18xLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785308/call_analysis_1.png"></p><h1>Running the report</h1><p class="reference">Click on the <span class="reference">Reports</span> tab and select <span class="reference">Call Analysis</span> 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.</p><p class="reference"><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMDgvY2FsbF9hbmFseXNpc18yLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785308/call_analysis_2.png"></p><p>For details about how to configure these parameters, refer to the relevant page(s) in the list below:</p><ul><li><a class="confluence-link" href="/display/enterprise/Entity" data-linked-resource-id="1540127" data-linked-resource-type="page" data-linked-resource-default-alias="Entity" data-base-url="http://localhost:8090">Entity</a></li><li><a class="confluence-link" href="/display/enterprise/Period" data-linked-resource-id="1540129" data-linked-resource-type="page" data-linked-resource-default-alias="Period" data-base-url="http://localhost:8090">Period</a></li><li><a class="confluence-link" href="/display/enterprise/Filters" data-linked-resource-id="1540133" data-linked-resource-type="page" data-linked-resource-default-alias="Filters" data-base-url="http://localhost:8090">Filters</a></li><li><a class="confluence-link" href="/display/enterprise/Options" data-linked-resource-id="1540135" data-linked-resource-type="page" data-linked-resource-default-alias="Options" data-base-url="http://localhost:8090">Options</a></li><li><a class="confluence-link" href="/display/enterprise/Format" data-linked-resource-id="1540131" data-linked-resource-type="page" data-linked-resource-default-alias="Format" data-base-url="http://localhost:8090">Format</a></li></ul><h1>Creating the report</h1><p>When you have configured the report's parameters, click on the <span class="button">Run now</span> button to run the report immediately; alternatively, you can <a class="confluence-link" href="/display/enterprise/Saving+reports" data-linked-resource-id="1540141" data-linked-resource-type="page" data-linked-resource-default-alias="Saving reports" data-base-url="http://localhost:8090">save the report's definition</a> or <a class="confluence-link" href="/display/enterprise/Scheduling+reports" data-linked-resource-id="1540139" data-linked-resource-type="page" data-linked-resource-default-alias="Scheduling reports" data-base-url="http://localhost:8090">schedule the report for future delivery</a>.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMDgvY2FsbF9hbmFseXNpc18zLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785308/call_analysis_3.png"></p><h1>The report's results</h1><p>Below is an example of this report's output in <span class="reference">Web</span> format, displaying a breakdown of calls organised in half-hour time slots:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMDgvY2FsbF9hbmFseXNpc18xLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785308/call_analysis_1.png"></p><p>By clicking on the <span class="reference">About this report</span> link at the top-right corner of the page, you can review any filters and options that have been applied to the report.</p><p>As with all reports produced by TIM Enterprise, each page of the report includes the following information:</p><ul><li>the report's title</li><li>the date and time that the report was generated</li><li>the name of the report, if applicable</li></ul><p>The <span class="reference">Web</span> 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 headers of this report are as follows:</p><table class="confluenceTable"><tbody><tr><th class="confluenceTh">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 class="confluenceTd"><span style="color: rgb(255,0,0);"><strong class="red">Missed</strong></span></td><td class="confluenceTd"><ul class="table"><li><strong><img class="confluence-embedded-image icon confluence-external-resource" alt="Squiggle" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png" data-image-src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png">:</strong> The total number of missed calls</li><li><strong>Max:</strong> The maximum length of time a caller waited before abandoning the call (in seconds)</li><li><strong>Avg:</strong> The average length of time a caller waited before abandoning the call (in seconds)</li></ul></td></tr><tr><td class="confluenceTd"><span style="color: rgb(153,204,0);"><strong class="green">Answered</strong></span></td><td class="confluenceTd"><ul class="table"><li><strong><img class="confluence-embedded-image icon confluence-external-resource" alt="Squiggle" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png" data-image-src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png">:</strong> The total number of answered calls</li><li><strong>Ring time Max:</strong> The maximum length of time a caller waited before a call was answered (in seconds)</li><li><strong>Ring time Avg:</strong> The average length of time a caller waited before the call was answered (in seconds)</li><li><strong>Duration Max:</strong> The duration of the longest answered call (in hours, mins, secs)</li><li><strong>Duration Avg:</strong> The average length of all answered calls (in hours, mins, secs)</li></ul></td></tr><tr><td class="confluenceTd"><span style="color: rgb(51,102,255);"><strong class="blue">Outbound</strong></span></td><td class="confluenceTd"><ul class="table"><li><strong><img class="confluence-embedded-image icon confluence-external-resource" alt="Squiggle" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png" data-image-src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png">:</strong> The total number of outbound calls</li><li><strong>Duration Max:</strong> The duration of the longest outbound call (in hours, mins, secs)</li><li><strong>Duration Avg:</strong> The average length of all outbound calls (in hours, mins, secs)</li><li><strong>Duration Total:</strong> The total duration of time spent on outbound calls</li><li><strong>Cost Avg:</strong> The average cost of all outbound calls</li><li><strong>Cost Total:</strong> The total cost of all outbound calls</li></ul></td></tr></tbody></table><p><span><span>To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:</span></span></p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy85Njk5NzU3L2JyZWFkY3J1bWIucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/9699757/breadcrumb.png"></p><p> </p>
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