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<h1>Overview</h1><p>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.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMjAvZW50ZXJwcmlzZV9vdmVydmlld18xLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785320/enterprise_overview_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">Enterprise overview</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><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yNzg1MzIwL2VudGVycHJpc2Vfb3ZlcnZpZXdfMi5wbmd9&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2785320/enterprise_overview_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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yNzg1MzIwL2VudGVycHJpc2Vfb3ZlcnZpZXdfMy5wbmd9&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2785320/enterprise_overview_3.png"></p><h1>The report's results</h1><div>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 <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.</div><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. </p><p>The <span class="reference">Web </span>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.</p><h4>Site level</h4><p>At site level, the report will show call summary information for each site, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMjAvZW50ZXJwcmlzZV9vdmVydmlld18xLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785320/enterprise_overview_1.png"></p><h4>Group level</h4><div>By clicking on a site, you can drill down into group-level information, as shown below:</div><div><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMjAvZW50ZXJwcmlzZV9vdmVydmlld180LnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785320/enterprise_overview_4.png"></div><div><h4>User level</h4><p>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:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMjAvZW50ZXJwcmlzZV9vdmVydmlld181LnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785320/enterprise_overview_5.png"></p><p>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:</p><table class="confluenceTable"><tbody><tr><th class="confluenceTh">Header</th><th class="confluenceTh">Description</th></tr><tr><td class="confluenceTd"><p><strong>Name</strong></p></td><td class="confluenceTd"><p>The name of the entity for each line of data</p></td></tr><tr><td class="confluenceTd"><p><span style="color: rgb(255,0,0);"><strong class="red">Missed</strong></span></p></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>Avg duration:</strong> The average duration of all missed calls (in seconds)</li></ul></td></tr><tr><td class="confluenceTd"><p><span style="color: rgb(153,204,0);"><strong class="green">Answered</strong></span></p></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 number of incoming calls answered by extensions within the selected entity, including transferred calls</li><li><strong>Total duration:</strong> The total duration of all incoming calls (in hours, minutes and seconds)</li><li><strong>Avg duration:</strong> The average duration of all incoming calls (in hours, minutes and seconds)</li><li><strong>Avg response:</strong> The average time taken to respond to all incoming calls (in seconds)</li></ul></td></tr><tr><td class="confluenceTd"><p><span style="color: rgb(0,0,255);"><strong class="blue">Outbound</strong></span></p></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 number of outbound calls</li><li><strong>Total duration:</strong> The total duration of all outgoing calls (in hours, minutes and seconds)</li><li><strong>Avg duration:</strong> The average duration of all outgoing calls (in hours, minutes and seconds)</li><li><strong>Total cost:</strong> The total aggregate cost of all outbound calls</li></ul></td></tr></tbody></table><table class="wysiwyg-macro" data-macro-name="tip" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e3RpcH0&locale=en_GB&version=2); background-repeat: no-repeat;" data-macro-body-type="RICH_TEXT"><tr><td class="wysiwyg-macro-body"><p>In addition to summary information, totals and averages for each call type are shown in the footer of each column.</p></td></tr></table><h4>Itemised list</h4></div><p>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:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMjAvZW50ZXJwcmlzZV9vdmVydmlld182LnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785320/enterprise_overview_6.png"></p><p class="reference">The headers of the itemised call table are described below:</p><table class="confluenceTable"><tbody><tr><th class="confluenceTh">Header</th><th class="confluenceTh">Description</th></tr><tr><td class="confluenceTd"><strong>Date & Time</strong></td><td class="confluenceTd">The date and time the call started</td></tr><tr><td class="confluenceTd"><strong>Source</strong></td><td class="confluenceTd">The place from where the call originated</td></tr><tr><td class="confluenceTd"><strong>CLI</strong></td><td class="confluenceTd">The telephone number of the remote caller for inbound calls</td></tr><tr><td class="confluenceTd"><p><strong>Route</strong></p></td><td class="confluenceTd"><p>The information displayed in this field is determined by the type of call:</p><ul><li>for incoming calls, this shows the CLI of the caller</li><li>for incoming internal calls, this shows either the caller's username or extension number</li><li>for outgoing calls, this shows the dialled number</li></ul></td></tr><tr><td class="confluenceTd"><p><strong>Destination</strong></p></td><td class="confluenceTd"><p>The information displayed in this field is determined by the type of call:</p><ul><li>for incoming calls, this shows the name of the user whose extension answered the call, or the extension number if not available</li><li>for outgoing calls, this shows the geographical location that was dialled, or an alias if defined in your contacts list</li><li>for internal calls, this shows the extension that was dialled, enclosed in square brackets [ ]</li></ul></td></tr><tr><td class="confluenceTd"><strong>Response</strong></td><td class="confluenceTd">The length of time it took for the call to be answered (i.e. the response time)</td></tr><tr><td class="confluenceTd"><strong>Duration</strong></td><td class="confluenceTd">The duration of the call (in hours, minutes and seconds)</td></tr><tr><td class="confluenceTd"><strong>Cost</strong></td><td class="confluenceTd">The cost of the call</td></tr></tbody></table><p class="reference"><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 class="confluence-link"><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 class="confluence-link"> </p>
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