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<h1>Overview</h1><p>The Missed Calls report analyses your missed calls in order to highlight which callers have and haven't been responded to. Each missed call is given a priority rating depending on how many times and how often the caller attempted to make contact. The time window in which a call must be responded to, if it is to be considered handled, is user-definable.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMjQvbWlzc2VkX2NhbGxzXzEucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785324/missed_calls_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">Missed calls</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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yNzg1MzI0L21pc3NlZF9jYWxsc18yLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2785324/missed_calls_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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yNzg1MzI0L21pc3NlZF9jYWxsc18zLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2785324/missed_calls_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. 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><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMjQvbWlzc2VkX2NhbGxzXzEucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785324/missed_calls_1.png"></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.</p><p>The report consists of two sections: <span class="reference">Missed</span> calls and <span class="reference">Handled</span> calls.</p><h4>Missed calls</h4><p>The <span class="tab">Missed</span> calls tab displays a table containing the calls that were missed and not responded to. Each column header of the table is described below:</p><table class="confluenceTable"><tbody><tr><th class="confluenceTh">Header</th><th class="confluenceTh">Description</th></tr><tr><td class="confluenceTd"><strong>First attempt</strong></td><td class="confluenceTd">The date and time of the first missed call</td></tr><tr><td class="confluenceTd"><strong>CLI</strong></td><td class="confluenceTd">The telephone number of the remote caller</td></tr><tr><td class="confluenceTd"><strong>Contact</strong></td><td class="confluenceTd">The person who missed the call. If several people were called, the field will display the caption <span class="reference">Various</span></td></tr><tr><td class="confluenceTd"><strong>Avg ring time</strong></td><td class="confluenceTd">The average length of time a missed call rang before being abandoned</td></tr><tr><td class="confluenceTd"><strong>Attempts</strong></td><td class="confluenceTd">The number of times the caller attempted to reach the specified contact without success</td></tr><tr><td class="confluenceTd"><strong>Priority </strong></td><td class="confluenceTd">The priority is calculated by dividing the difference in time between the first and last call attempt by the total number of call attempts</td></tr></tbody></table><h4>Handled calls</h4><p>The <span class="tab">Handled</span> calls tab displays a table containing the calls that were initially missed but eventually responded to. Each column header of the table is described below:</p><table class="confluenceTable"><tbody><tr><th class="confluenceTh">Header</th><th class="confluenceTh">Description</th></tr><tr><td class="confluenceTd"><strong>Handled</strong></td><td class="confluenceTd">The date and time the call was handled</td></tr><tr><td class="confluenceTd"><strong>CLI</strong></td><td class="confluenceTd">The telephone number of the remote caller</td></tr><tr><td class="confluenceTd"><strong>Contact</strong></td><td class="confluenceTd">The person who eventually handled the call</td></tr><tr><td class="confluenceTd"><strong>Duration</strong></td><td class="confluenceTd">The duration of the handled call</td></tr><tr><td class="confluenceTd"><strong>Attempts</strong></td><td class="confluenceTd">The number of call attempts made before the call was eventually handled</td></tr><tr><td class="confluenceTd"><strong>Priority </strong></td><td class="confluenceTd"><span>The priority is calculated by dividing the difference in time between the first and last call attempt by the total number of call attempts</span></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>Clicking on an individual call will show an itemised list of all call attempts made by that same caller; clicking on the <span class="reference">Expand all</span> link at the top-right corner of the screen will show this itemised list for all missed calls on the page.</p></td></tr></table><p><span>To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:</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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