Quick Search
Browse
Pages
Blog
Labels
Attachments
Mail
Advanced
What’s New
Space Directory
Feed Builder
Keyboard Shortcuts
Confluence Gadgets
Log In
Dashboard
TIM Enterprise
Copy Page
You are not logged in. Any changes you make will be marked as
anonymous
. You may want to
Log In
if you already have an account. You can also
Sign Up
for a new account.
This page is being edited by
.
Paragraph
Paragraph
Heading 1
Heading 2
Heading 3
Heading 4
Heading 5
Heading 6
Preformatted
Quote
Bold
Italic
Underline
More colours
Strikethrough
Subscript
Superscript
Monospace
Clear Formatting
Bullet list
Numbered list
Outdent
Indent
Align left
Align center
Align right
Link
Table
Insert
Insert Content
Image
Link
Attachment
Symbol
Emoticon
Wiki Markup
Horizontal rule
tinymce.confluence.insert_menu.macro_desc
Info
JIRA Issue
Status
Gallery
Tasklist
Table of Contents
Other Macros
Undo
Redo
Find/Replace
Keyboard Shortcuts Help
<h1>Overview</h1><p>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.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzk1NjgyODIvaW5ib3VuZF9jYWxsX3BlcmZvcm1hbmNlXzEucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/9568282/inbound_call_performance_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">Inbound call performance </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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy85NTY4MjgyL2luYm91bmRfY2FsbF9wZXJmb3JtYW5jZV8yLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/9568282/inbound_call_performance_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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy85NTY4MjgyL2luYm91bmRfY2FsbF9wZXJmb3JtYW5jZV8zLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/9568282/inbound_call_performance_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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy85NTY4MjgyL2luYm91bmRfY2FsbF9wZXJmb3JtYW5jZV8xLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/9568282/inbound_call_performance_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 class="link">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 class="link">The achievement of each response time target is displayed as either percentages or actual values, and can be toggled using the link at the top-right of the graph.</p><p>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:</p><table class="confluenceTable"><tbody><tr><th class="confluenceTh">Header</th><th class="confluenceTh">Description</th></tr><tr><td class="confluenceTd"><strong>Hour / Day / Month / Year<br /></strong></td><td class="confluenceTd">The time period.</td></tr><tr><td class="confluenceTd"><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></td><td class="confluenceTd">The total number of calls in each period.</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><li><strong>Ans:</strong> The total number of answered calls in each period.</li><li><strong>Avg durn:</strong> The average length of time of all answered calls in each period.</li><li><strong>Avg resp:</strong> The average response time of all answered calls in each period.</li><li><strong>Max resp:</strong> The maximum time it took to answer a call in each period.</li><li><strong>x-xx s:</strong> The percentage of calls that were answered within each predefined target, e.g. if <span class="keyword">50%</span> is displayed under the <span class="reference">0-5s</span> heading, means that half of all calls were answered within 5 seconds.</li></ul></td></tr><tr><td colspan="1" class="confluenceTd">%</td><td colspan="1" class="confluenceTd"><span style="color: rgb(80,80,80);">The number of answered versus missed calls within each period, expressed as a percentage.</span></td></tr><tr><td colspan="1" class="confluenceTd"><p><span style="color: rgb(255,0,0);"><strong>Missed</strong></span></p></td><td colspan="1" class="confluenceTd"><ul><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 in each period.</li><li><strong>Avg durn:</strong> The average length of time that missed calls rang before they were abandoned.</li></ul></td></tr></tbody></table><p>Each period is shown as a hyperlink which, if clicked on, re-runs the report using a more granular period.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy85NTY4MjgyL2luYm91bmRfY2FsbF9wZXJmb3JtYW5jZV80LnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/9568282/inbound_call_performance_4.png"></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><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>
Attachments
Labels
Location
< Edit
Preview >
Loading…
Save
Cancel
Next hint
search
attachments
weblink
advanced