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<h1>Overview</h1><p>The Target Response report enables you to assess how well calls to your company are answered, compared to user-defined targets. The report provides a visual representation as well as a line-by-line summary of the proportion of calls answered inside and outside your set targets.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMzAvdGFyZ2V0X3Jlc3BvbnNlXzEucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785330/target_response_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">Target response</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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yNzg1MzMwL3RhcmdldF9yZXNwb25zZV8yLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2785330/target_response_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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yNzg1MzMwL3RhcmdldF9yZXNwb25zZV8zLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2785330/target_response_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=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMzAvdGFyZ2V0X3Jlc3BvbnNlXzEucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785330/target_response_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 body of the report consists of a table showing a summary of call information for the period you selected, grouped by entity. 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>Name</strong></td><td class="confluenceTd">The name of the entity for each line of data</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 total volume of calls received for each entity</li><li><strong>Avg resp:</strong> <span style="color: rgb(80,80,80);">The average response time of all answered calls in each period</span></li><li class="reference"><strong>x-xx s:</strong> <span style="color: rgb(80,80,80);">The percentage of calls that were answered within each predefined target, e.g. if </span><span class="keyword">50%</span><span style="color: rgb(80,80,80);"> is displayed under the </span><span class="reference">0-5s</span><span style="color: rgb(80,80,80);"> heading, half of all calls were answered sooner than 5 seconds</span></li></ul></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> <span style="color: rgb(80,80,80);">The total number of missed calls for each entity</span></li><li><strong>Avg durn:</strong> The average length of time a missed call rang before being abandoned</li><li><strong>x-xx s:</strong> The percentage of calls that were abandoned within each predefined target, e.g. if <span class="keyword">50%</span><span style="color: rgb(80,80,80);"> is displayed under the </span><span class="reference">0-5s</span><span style="color: rgb(80,80,80);"> heading, half of all calls were abandoned sooner than 5 seconds</span></li></ul></td></tr></tbody></table><p><span>Each entity is shown as a hyperlink which, if clicked on, re-runs the report to include only call information pertaining to that entity, allowing you </span><span>to inspect the performance of specific teams and individual users.</span></p><p><span><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMzAvdGFyZ2V0X3Jlc3BvbnNlXzQucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785330/target_response_4.png"></span></p><p><span><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzI3ODUzMzAvdGFyZ2V0X3Jlc3BvbnNlXzUucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2785330/target_response_5.png"><br /></span></p><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><span><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"></span></p><p><span><br /></span></p>
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