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<p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydF9zdW1tYXJ5OlRhc2sxPUludHJvZHVjdGlvbnxUYXNrMj1SdW5uaW5nIHRoZSByZXBvcnR8VGFzazM9Q3JlYXRpbmcgdGhlIHJlcG9ydHxUYXNrND1UaGUgcmVwb3J0J3MgcmVzdWx0c30&locale=en_GB&version=2" data-macro-name="report_summary" data-macro-parameters="Task1=Introduction|Task2=Running the report|Task3=Creating the report|Task4=The report's results"></p><table class="wysiwyg-macro" data-macro-name="html" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2h0bWx9&locale=en_GB&version=2); background-repeat: no-repeat;" data-macro-body-type="PLAIN_TEXT"><tr><td class="wysiwyg-macro-body"><pre><a id="Introduction"></a></pre></td></tr></table><h1>Introduction</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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy85NTY4Mjg1L2luYm91bmRfY2FsbF9wZXJmb3JtYW5jZV8xLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/9568285/inbound_call_performance_1.png"></p><table class="wysiwyg-macro" data-macro-name="html" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2h0bWx9&locale=en_GB&version=2); background-repeat: no-repeat;" data-macro-body-type="PLAIN_TEXT"><tr><td class="wysiwyg-macro-body"><pre><a id="Running the report"></a></pre></td></tr></table><h1>Running the report</h1><p class="reference">On the <span class="reference">Reports</span> screen, select the <span class="reference">Inbound call performance</span> report from the left-hand pane and click the <span class="button">Select this report</span> button.</p><p class="reference"><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy85NTY4Mjg1L2luYm91bmRfY2FsbF9wZXJmb3JtYW5jZV8yLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/9568285/inbound_call_performance_2.png"></p><p>A new window will appear, where you can set the parameters of your report.</p><h3>Selecting the reporting period</h3><p>For each report, you must specify a time span that covers the calls you want the report to include. This is known as the "reporting period".</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3MjQ0L3BlcmlvZF9nZW5lcmFsLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817244/period_general.png"></p><p>There are several preset reporting periods available for selection, based on the standard Gregorian calendar. The following table describes how the start and end times are defined for each preset period:</p><table class="confluenceTable"><tbody><tr><th class="confluenceTh">Period</th><th class="confluenceTh">Description</th></tr><tr><td class="confluenceTd"><strong>Today</strong></td><td class="confluenceTd">The start and end dates are set to the current date. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td></tr><tr><td class="confluenceTd"><strong>Yesterday</strong></td><td class="confluenceTd">The start and end dates are set to the current date minus one day. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td></tr><tr><td class="confluenceTd"><strong>This week</strong></td><td class="confluenceTd">The start date is set to the first day of the current week (normally Monday). The end date is set to the current day. The start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td></tr><tr><td class="confluenceTd"><strong>Last week</strong></td><td class="confluenceTd">The start date is set to the date of the last Monday, and the end date is set to the start date plus seven days. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td></tr><tr><td class="confluenceTd"><strong>This month</strong></td><td class="confluenceTd">The start date is set to the first day of the current month. The end date is set to the current day. The start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td></tr><tr><td class="confluenceTd"><strong>Last month</strong></td><td class="confluenceTd">The start date for this period is set in three stages: The day is set to the first day of the month. The month is set to the previous month. The year is set to the current year, unless it is currently January, in which case, the previous year is used. The start and end times are set to <span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td></tr><tr><td class="confluenceTd"><strong>This year</strong></td><td class="confluenceTd">The start date is set to the first day of the first month of the current year, whilst the end date is set to today's date. The start and end times are set to <span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td></tr><tr><td class="confluenceTd"><strong>All calls</strong></td><td class="confluenceTd">The start and end dates and times are set to the dates and times of the first and last call in the entire call database, respectively.</td></tr></tbody></table><p>In addition to the presets described above, it is possible to specify a custom reporting period by choosing <span class="keyword">Custom period</span> from the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPVBlcmlvZH0&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Period"> drop-down list and specifying your own <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPVN0YXJ0IGRhdGV9&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Start date">, <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPVN0YXJ0IHRpbWV9&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Start time">, <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPUVuZCBkYXRlfQ&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=End date"> and <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPUVuZCB0aW1lfQ&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=End time"> of the period you want to report on.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3MjQ1L2FjY291bnRfc3VtbWFyeV8zLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817245/account_summary_3.png"></p><p><span>Once you have set the reporting period, click on the </span><span class="button">Next</span><span> button to set additional report parameters and options, or select the </span><span class="button">Finish</span><span> button to run the report immediately.</span></p><h3>Selecting the reporting entity</h3><p>The <span class="reference">Reporting entity</span> parameter allows you to select the part of your organisation whose calls the report should include, e.g. a site, a group or an individual user.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3MjQ0L2VudGl0eV9nZW5lcmFsLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817244/entity_general.png"></p><h5>Site</h5><p>To report on a particular site, select it from the drop-down list or select <span class="keyword">All sites</span> .</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPVNpdGV8VmFsdWU9QWxsIHNpdGVzfQ&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=Site|Value=All sites"></p><h5>Group</h5><p>If a site has been selected, you are able to further limit the report's results by selecting a group from the drop-down list.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPUdyb3VwfFZhbHVlPUFsbCBncm91cHN9&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=Group|Value=All groups"></p><h5>User</h5><p>If both a site and group have been selected, you can further limit the report's results to include only calls involving a particular user, by selecting that user from the drop-down list.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPVVzZXJ8VmFsdWU9QWxsIHVzZXJzfQ&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=User|Value=All users"></p><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>If your web account is restricted to a specific site or group, only those entities to which you have access will be available in the drop-down lists.</p></td></tr></table><p>Once you have selected the scope of your report, <span>click on the </span><span class="button">Next</span><span> button to set additional report parameters and options, or to run the report immediately, click the </span><span class="button">Finish</span><span> button.</span></p><h2>Selecting the report filters</h2><p>You can limit the results of your report by choosing one or more of the following filters:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy85NTY4Mjg1L2luYm91bmRfY2FsbF9wZXJmb3JtYW5jZV9maWx0ZXJzLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/9568285/inbound_call_performance_filters.png"></p><h5><strong>Account code<br /></strong></h5><p>To produce a report consisting only of calls that were made using a particular account code, enter the account code in the field provided.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPUFjY291bnQgY29kZXxWYWx1ZT0wMTQwfQ&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=Account code|Value=0140"></p><p>To report on more than one account code, separate each code using a comma.</p><h5><strong>Call type</strong></h5><p>This filter allows you to define the type of call you want to report on, in terms of where the call originated and where it was delivered, e.g. incoming, outgoing, internal etc. To report on all types of call, set this to <span class="keyword">All calls</span>.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPUNhbGwgdHlwZXxWYWx1ZT1BbGwgY2FsbHN9&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=Call type|Value=All calls"></p><h5><strong>Carrier</strong></h5><p>If you use more than one carrier, you can limit the results to include only calls that were made using a specific carrier.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPUNhcnJpZXJ8VmFsdWU9QWxsIGNhcnJpZXJzfQ&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=Carrier|Value=All carriers"></p><table class="wysiwyg-macro" data-macro-name="info" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2luZm99&locale=en_GB&version=2); background-repeat: no-repeat;" data-macro-body-type="RICH_TEXT"><tr><td class="wysiwyg-macro-body"><p>If you use only one carrier, there will be no drop-down list available and no option to choose a carrier.</p></td></tr></table><h5><strong>CLI</strong></h5><p>Calling Line Identification (CLI) is the telephone number of the remote caller in an incoming call scenario.</p><p>You can report on calls that originate from a specific CLI or those whose CLI matches a particular pattern of digits. For example, to report on all incoming calls from Tri-Line, you could enter <span class="keyword">02072652600</span>.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPUNMSXxWYWx1ZT0wMjA3MjY1MjYwMH0&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=CLI|Value=02072652600"></p><p>You can use the <span class="reference">!</span> symbol to explicitly exclude a CLI from the report's results, and/or the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPSp9&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=*"> symbol as a wildcard in digit pattern matching. For example, to exclude calls from Tri-Line, but include all others, you could use <span class="keyword">!020726526*</span>. To report on more than one CLI, use a comma to separate each entry.</p><p> </p><h5><strong>Dialled number</strong></h5><p>To filter calls to a specific dialled number, type it in the text box provided. The dialled number is defined as the number that is dialled (in the case of an outbound call), or the DDI number that the remote party dialled to reach a particular extension or group (in the case of an inbound call).</p><p>To filter calls to a specific area, a partial number can be entered (e.g. <span class="keyword">0033</span> for calls to France).</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPURpYWxsZWQgbnVtYmVyfFZhbHVlPTAwMzN9&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=Dialled number|Value=0033"></p><p><span>You can use the </span><span class="reference">!</span><span> symbol to explicitly exclude a dialled number from the report's results, and/or the </span><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPSp9&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=*"><span> symbol as a wildcard in digit pattern matching. For example, to exclude calls to Tri-Line, but include all others, you could use </span><span class="keyword">!020726526*</span><span>). To report on more than one dialled number, use a comma to separate each entry.</span></p><h5><strong>Duration</strong></h5><p>To filter calls above or below a particular duration, enter the desired duration in seconds.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPUR1cmF0aW9ufFZhbHVlPT4xODAwfQ&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=Duration|Value=>1800"></p><p>You can specify a duration range by using the <span class="keyword"><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPS19&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=-"></span> symbol; to specify limits, use the comparison operators, <span class="keyword">></span>, <span class="keyword"><</span>, and <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPSF9&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=!"> .</p><p>In the above example, the report will return only calls longer than 1800 seconds (30 minutes).</p><h5><strong>LCR code</strong></h5><p>To filter your results to include only calls that used a Least Cost Routing (LCR) code, enter it in the text box provided.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPUxDUiBjb2RlfFZhbHVlPTE2Mn0&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=LCR code|Value=162"></p><p><span>You can use the </span><span class="reference">!</span><span> symbol to explicitly exclude a LCR code from the report's results, and/or the </span><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPSp9&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=*"><span> symbol as a wildcard in digit pattern matching. For example, to exclude calls made using all LCR codes beginning <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPTE2Mn0&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=162">, you could enter <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e2tleXdvcmRtYWNybzpMYWJlbD0hMTYyKn0&locale=en_GB&version=2" data-macro-name="keywordmacro" data-macro-parameters="Label=!162*">. </span><span>To report on more than one LCR code, use a comma to separate each entry.</span></p><h5><strong>Response</strong></h5><p>This option allows you to filter calls based on their response time, measured in seconds. Specify the desired response time threshold in the text box provided.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPVJlc3BvbnNlIHRpbWV8VmFsdWU9PjEwfQ&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=Response time|Value=>10"></p><p>In the above example, the search results will display calls that have a response time greater than 10 seconds. </p><p><span>You can specify a response time range by using the </span><span class="keyword"><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPS19&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=-"></span><span> symbol and; to specify limits, use the comparison operators, </span><span class="keyword">></span><span>, </span><span class="keyword"><</span><span>, and </span><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPSF9&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=!"><span> .</span></p><h5><strong>Start time</strong></h5><p>This option allows you to filter calls based on the time the call started. Specify the start time in the text box provided using the <span class="keyword"><a rel="nofollow">hh:mm:ss</a></span><span> format.</span></p><p>For example, to include only calls that began after 10 am, you could enter <span class="keyword">10:00:00</span> in the <span class="reference">Start time</span> field, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPVN0YXJ0IHRpbWV8VmFsdWU9MTA6MDA6MDB9&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=Start time|Value=10:00:00"></p><h5><strong>Trunk access code</strong></h5><p>If your telephone system uses trunk access codes to connect calls using specific channels, you can limit your report's results to include only calls made using those codes. <span>Specify the trunk access code in the text box provided.</span></p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPVRydW5rIGFjY2VzcyBjb2RlfFZhbHVlPTl9&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=Trunk access code|Value=9"></p><p><span>You can use the </span><span class="reference">!</span><span> symbol to explicitly exclude a trunk access code from the report's results, and/or the </span><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPSp9&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=*"><span> symbol as a wildcard in digit pattern matching. For example, to exclude calls made using the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPTl9&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=9"> trunk access code, you could enter <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e2tleXdvcmRtYWNybzpMYWJlbD0hOX0&locale=en_GB&version=2" data-macro-name="keywordmacro" data-macro-parameters="Label=!9">. </span><span>To report on more than one trunk access code, use a comma to separate each entry.</span></p><h3>Selecting the report options</h3><p>This section enables you to further narrow down your report results, by excluding certain types of calls. It also allows you to sort the report's results in a particular manner.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy85NTY4Mjg1L2luYm91bmRfY2FsbF9wZXJmb3JtYW5jZV9vcHRpb25zLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/9568285/inbound_call_performance_options.png"></p><h5><strong>Exclude weekends</strong></h5><p>To exclude weekend calls from your report's results, select the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPUV4Y2x1ZGUgd2Vla2VuZHN9&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Exclude weekends"> option.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19vcHRpb246T3B0aW9uPUV4Y2x1ZGUgd2Vla2VuZHN9&locale=en_GB&version=2" data-macro-name="reporting_option" data-macro-parameters="Option=Exclude weekends"></p><h5><strong>Exclude transfers</strong></h5><p>To exclude transferred calls from your report's results, select the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPUV4Y2x1ZGUgdHJhbnNmZXJzfQ&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Exclude transfers"> option.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19vcHRpb246T3B0aW9uPUV4Y2x1ZGUgdHJhbnNmZXJzfQ&locale=en_GB&version=2" data-macro-name="reporting_option" data-macro-parameters="Option=Exclude transfers"></p><h5>Hide unused</h5><p>To exclude unused extensions from your report's results, select the <span class="reference">Hide unused</span> option.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19vcHRpb246T3B0aW9uPUhpZGUgdW51c2VkfQ&locale=en_GB&version=2" data-macro-name="reporting_option" data-macro-parameters="Option=Hide unused"></p><h5>Thresholds</h5><p>Define your response target threshold(s) by entering comma-separated values in the text box provided. The example below shows response time targets for calls answered within 5, 10 and 20 seconds, respectively.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPVRocmVzaG9sZHN8VmFsdWU9NSwgMTAsIDIwfQ&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=Thresholds|Value=5, 10, 20"></p><h5>Group by</h5><p>Select the time period by which you want to group your calls.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlcG9ydGluZ19maWx0ZXI6RmlsdGVyPUdyb3VwIGJ5fFZhbHVlPUhvdXJ9&locale=en_GB&version=2" data-macro-name="reporting_filter" data-macro-parameters="Filter=Group by|Value=Hour"></p><h2>Selecting the report format</h2><p>This section allows you to choose the media format of your completed report. The formats available are <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPVdlYn0&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Web">, <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPVBERn0&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=PDF">, <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPUV4Y2VsfQ&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Excel">, <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPUNTVn0&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=CSV"> and <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPVhNTH0&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=XML">.</p><p>More details about each report format are available in the <a class="confluence-link" href="/display/plus/Setting+the+report+formats" data-linked-resource-id="4817142" data-linked-resource-type="page" data-linked-resource-default-alias="Setting the report formats" data-base-url="http://localhost:8090">Setting the report format</a> section above.</p><table class="wysiwyg-macro" data-macro-name="html" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2h0bWx9&locale=en_GB&version=2); background-repeat: no-repeat;" data-macro-body-type="PLAIN_TEXT"><tr><td class="wysiwyg-macro-body"><pre><a id="Creating the report"></a></pre></td></tr></table><h1>Creating the report</h1><p>When you have selected a reporting period and have chosen any filters and options, you can either run the report immediately by clicking on the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e2J1dHRvbm1hY3JvOkxhYmVsPVJ1biBub3d9&locale=en_GB&version=2" data-macro-name="buttonmacro" data-macro-parameters="Label=Run now"> button, or <a class="confluence-link" href="/display/plus/Scheduling+reports" data-linked-resource-id="4817134" data-linked-resource-type="page" data-linked-resource-default-alias="Scheduling reports" data-base-url="http://localhost:8090">schedule it for future delivery</a>.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3MjQ0L2NyZWF0aW5nX3RoZV9yZXBvcnQucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817244/creating_the_report.png"></p><table class="wysiwyg-macro" data-macro-name="html" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2h0bWx9&locale=en_GB&version=2); background-repeat: no-repeat;" data-macro-body-type="PLAIN_TEXT"><tr><td class="wysiwyg-macro-body"><pre><a id="The report's results"></a></pre></td></tr></table><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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy85NTY4Mjg1L2luYm91bmRfY2FsbF9wZXJmb3JtYW5jZV8xLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/9568285/inbound_call_performance_1.png"></p><p>As with all reports produced by TIM Plus, 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 <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e2tleXdvcmRtYWNybzpMYWJlbD01MCV9&locale=en_GB&version=2" data-macro-name="keywordmacro" data-macro-parameters="Label=50%"> is displayed under the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPTAtNXN9&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=0-5s"> 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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy85NTY4Mjg1L2luYm91bmRfY2FsbF9wZXJmb3JtYW5jZV8zLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/9568285/inbound_call_performance_3.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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8U2hhZG93PWZhbHNlfFVSTD0vZG93bmxvYWQvYXR0YWNobWVudHMvNDgxNzI0NC9icmVhZGNydW1iLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|Shadow=false|URL=/download/attachments/4817244/breadcrumb.png"></p><p> </p><p> </p>
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