Report_summary

Task1	Introduction
Task2	Running the report
Task3	Creating the report
Task4	The report's results

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<a id="Introduction"></a>

Introduction

The Busy Times report provides an hour-by-hour

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graphical

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representation

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of

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your

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call

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volumes

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for

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each

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Note
NOTE: The username and password you have been allocated may mean you are restricted to specific sites or groups. If you have any difficulty accessing other sites or group, please contact your system administrator and check that access has been enabled.

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<h5>Group</h5>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_2.png" alt="Busy times" />

<p>There is no limit to the number of groups available on each site. Groups, like sites are available as a drop-down list. You
can choose to select a specific group or leave at the default <span class="keyword">All groups</span>. Please note that the drop-down list for each
group can only appear if a site has already been selected.</p>

<h5>User</h5>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_3.png" alt="Busy times" />

<p>Once a site and group has been selected, you can decide whether you would like to report on all users or select a
particular user from the drop-down list as shown above.</p>

<p>Once you have set the report's entities, click on the <span class="button">Next</span> button to set more of the report's features or select the <span class="button">Finish</span> button to run the report.</p>

<h4>Filter call information</h4>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/filter_screen.png" alt="Busy times" />

<p>You have the option of filtering the information, based on a number of call filters. These filters allow you to be very
specific, when deciding the call information you would like in the final report.</p>

<p>If you do not want to select any filters, simply press the <span class="button">Next</span> button to skip.</p>

<p>Please find a brief description of all filters below:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=122>Filter</th>
			<th class="confluenceTh">Description</th>
			<th class="confluenceTh">Example</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Account code</b></td>
			<td class="confluenceTd">If you want to produce a bill consisting of all chargeable calls made using a particular account code, enter the account code in this filed. To report on more than one account 
			code, simply comma separate.</td>
			<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/account_code_exmpl.png" alt="Busy times" /></td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Call type</b></td>
			<td class="confluenceTd">This filter allows you to define the type of call you would like to report on. If you would like to report on all calls, leave at the default <span class="keyword">All calls</span>.</td>
			<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_type_exmpl.png" alt="Busy times" /></td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Carrier</b></td>
			<td class="confluenceTd">If you use more than one carrier, you can choose which carriers calls you would like to report on. 
			<p>To report on all calls from all carriers, leave at default.</p> 
			<p>If you only use one carrier, there will be no drop-down list available and no option to choose a different carrier.</p></td>
			<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/carrier_exmpl.png" alt="Busy times" /></td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>CLI</b></td>
			<td class="confluenceTd">The Caller Line Identification (CLI) is the number associated with the incoming call. This is sometimes withheld by the person making the call.
			<p>You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI by entering the number in here. For example, for calls from Tri-Line you would enter in "02072652600". This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude calls from Tri-Line use "!020726526*".</p>
			<p>To report on more than one CLI, simply comma separate.</p></td>
			<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cli_exmpl.png" alt="Busy times" /></td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Cost</b></td>
			<td class="confluenceTd">If you want to add a filter for call costs, simply type in the cost you wish to define as shown nearby and add the appropriate above, below and between symbol . This filter accepts range (<span class="keyword">-</span>) and comparison operators (<span class="keyword">></span>, <span class="keyword"><</span>, <span class="keyword">!</span> and <span class="keyword">*</span>).</td>
			<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cost_exmpl.png" alt="Busy times" /></td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Destination</b></td>
			<td class="confluenceTd">If you want to filter calls to a specific destination and that destination has been added to your locations field, simply type the destination in here. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude all calls to France use "!France*"</td>
			<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/destination_exmpl.png" alt="Busy times" /></td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Dialled number</b></td>
			<td class="confluenceTd">To filter calls to a specific number, type the number in the dialled number field. To filter calls to a specific area, a partial number may be entered here e.g. "0033" for calls to France. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude calls to 0207 265, enter "!0207265*"</td>
			<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/dialled_number_exmpl.png" alt="Busy times" /></td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Duration</b></td>
			<td class="confluenceTd">To filter call above or below a particular duration, simply enter the number of seconds and the relevant symbol. This filter accepts range (<span class="keyword">-</span>) and comparison operators (<span class="keyword">></span>, <span class="keyword"><</span>, <span class="keyword">!</span> and <span class="keyword">*</span>). 
			<p>In the example nearby, the filter will look for calls above 1800 seconds (30 minutes). Alternatively you may want to exclude calls below a certain threshold e.g. below 3 seconds.</p></td>
			<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/duration_exmpl.png" alt="Busy times" /></td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>LCR code</b></td>
			<td class="confluenceTd">If you are using Least Cost Routing (LCR), you may want to filter by LCR code in order to check a bill from your LCR provider. To do this simply enter the LCR code in the LCR field. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude a specific LCR code, simply add as follows "!162*"</td>
			<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/lcr_code_exmpl.png" alt="Busy times" /></td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Response</b></td>
			<td class="confluenceTd">This filter allows you to filter based on the response times to calls. You have the option of
filtering for calls above or below a threshold. You can define this threshold in the box
alongside. 
			<p>The figure relates to seconds. e.g. the example nearby shows 10 seconds. By
selecting from the drop-down list, you will be able to filter calls that took more than 10
seconds to answer or see calls answered in less than 3 seconds.</p></td>
			<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/response_exmpl.png" alt="Busy times" /></td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Start time</b></td>
			<td class="confluenceTd">This filter allows you to filter calls based on the start time. This is the time of day
when the call started in the format <span class="keyword">hh:mm:ss</span>, e.g. if you want calls after 8 a.m. only, then
enter the start time in as "08:00:00" as shown nearby.</td>
			<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/start_time_exmpl.png" alt="Busy times" /></td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Trunk access code</b></td>
			<td class="confluenceTd">If you want to filter by Trunk access code, simply enter the Trunk access code in this field. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>. The <span class="keyword">*</span> is not needed if it's an exact match, so the 9 for TAC should just be "!9", e.g. to exclude all calls with access code 9, add "!9" to the TAC field.</td>
			<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/trunk_access_code_exmpl.png" alt="Busy times" /></td>
		</tr>
	</tbody>
</table>

<h4>Specific Options</h4>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/options_screen_busy_times.png" alt="Busy times" />

<p>This section allows you to add more specific filters to your report. The filters are fairly self-explanatory. If you would like
to exclude weekend calls from the report, simply tick the option to exclude weekend calls. If you would like to ignore
missed calls shorter than a specific duration, simply enter the duration in the box. In the example above, a filter has been
added to exclude weekends and any calls shorter than 3 seconds.</p>

<h5>Exclude weekends</h5>

<p>This option gives you the option of excluding weekend calls from any results shown. If you would like to exclude weekend
calls, simply select the tickbox to exclude weekend calls.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/weekends.png" alt="Busy times" />

<h5>Exclude transfers</h5>

<p>Select this option if you would like to exclude transfers when running a report. For example if you were running an
incoming call analysis report and wanted to see only how well calls were answered when first presented, you would
choose the option on excluding transfers.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/transfers.png" alt="Busy times" />

<h5>Ignore missed calls shorter than</h5>

<p>If you would like to exclude short calls from your report, enter the duration below which you'd like to ignore calls. If you
would like to exclude very short calls, e.g. calls below 3 seconds, simply enter the number '3' in the box, as shown here.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/ignore_missed_calls.png" alt="Busy times" />

<h2>Creating the report</h2>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/run_report_screen.png" alt="Busy times" />

<p>When you have chosen a reporting period, and are happy with your selections, you have two options:</p>

<ul>
	<li>Run the report now</li>
	<li>Schedule for future delivery</li>
</ul>

<p>To choose your preferred option, select the appropriate button.</p>

<p>If you choose to run the report now, click the <span class="button">Run now</span> button. The results will appear immediately in your
chosen format.</p>

<p>To schedule the report for delivery at a later date, follow the instruction given on the <a href="Schedule a report">Schedule a report</a> section.</p>

<h2>Busy times - The results</h2>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/busy_times_1.png" alt="Busy times" />

<p>When selecting <span class="reference">Web</span> as the output format, this report will appear as above.</p>

<p>The Web format allows for complete flexibility when viewing any report. To view details of any filters or selection parameters used in creating this report, simply click on <span class="link">About this report</span> at the top right of the page.</p> 

<p>As with all reports, the header of the report includes the report title, any name you may have given to it, and the date and time it was run.</p> 

<p>The larger darker red dots represent your busier periods and the smaller greener dots, the quieter periods. This report is truly interactive. To see how many calls for any period, simply float over it to see more details.</p>

<p>All headers are clickable allowing you re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked. The headers of this report are as follows:</p>

<p>To see more details for any time slot, simply click and details of all calls contained within this period are shown as follows:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/busy_times_3.png" alt="Busy times" />

<p>All calls are shown on the front page and clear colour coded tabs allow you to easily sort by call type e.g. Inbound, outbound etc.</p>

<p>If you would like to go back and view any report for a larger section of the organisation, simply click on the appropriate link in the breadcrumb as shown below:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_plus/breadcrumb.png" alt="Breadcrumbs" />

day, giving a detailed breakdown of calls by type, for each time slot. This report is useful for identifying call traffic trends and can readily highlight your busiest periods, allowing you to more effectively plan your staffing requirements.

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<a id="Running the report"></a>

Running the report

On the Reports screen, select the Busy Times report from the left-hand pane and click the Select this report button.

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URL	/download/attachments/4817247/Run_Busy_Times.png

A new window will appear, where you can set the parameters of your report.

Selecting the reporting period

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".

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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:

Period	Description
Today	The start and end dates are set to the current date. The start time is set to 00:00:00 and the end time to 23:59:59.
Yesterday	The start and end dates are set to the current date minus one day. The start time is set to 00:00:00 and the end time to 23:59:59.
This week	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 00:00:00 and the end time to the current time.
Last week	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 00:00:00 and the end time to 23:59:59.
This month	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 00:00:00 and the end time to the current time.
Last month	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 00:00:00 and 23:59:59 respectively.
This year	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 00:00:00 and 23:59:59 respectively.
All calls	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.

In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the

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Label	Period

drop-down list and specifying your own

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Label	Start date

,

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Label	Start time

,

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Label	End date

and

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Label	End time

of the period you want to report on.

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Once you have set the reporting period, click on the Next button to set additional report parameters and options, or select the Finish button to run the report immediately.

Selecting the reporting entity

The Reporting entity 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.

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Site

To report on a particular site, select it from the drop-down list or select All sites .

Reporting_filter

Filter	Site
Value	All sites

Group

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.

Reporting_filter

Filter	Group
Value	All groups

User

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.

Reporting_filter

Filter	User
Value	All users

Tip
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.

Once you have selected the scope of your report, click on the Next button to set additional report parameters and options, or to run the report immediately, click the Finish button.

Selecting the report filters

You can limit the results of your report by choosing one or more of the following filters:

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Account code

To produce a report consisting only of calls that were made using a particular account code, enter the account code in the field provided.

Reporting_filter

Filter	Account code
Value	0140

To report on more than one account code, separate each code using a comma.

Call type

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 All calls.

Reporting_filter

Filter	Call type
Value	All calls

Carrier

If you use more than one carrier, you can limit the results to include only calls that were made using a specific carrier.

Reporting_filter

Filter	Carrier
Value	All carriers

Info
If you use only one carrier, there will be no drop-down list available and no option to choose a carrier.

CLI

Calling Line Identification (CLI) is the telephone number of the remote caller in an incoming call scenario.

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 02072652600.

Reporting_filter

Filter	CLI
Value	02072652600

You can use the ! symbol to explicitly exclude a CLI from the report's results, and/or the

Referencemacro

Label	*

symbol as a wildcard in digit pattern matching. For example, to exclude calls from Tri-Line, but include all others, you could use !020726526*. To report on more than one CLI, use a comma to separate each entry.

Cost

You can define a cost filter to include calls above or below specific values by entering your criteria, as shown below:

Reporting_filter

Filter	Cost
Value	<2.00

You can specify a cost range by using the

Referencemacro

Label	-

symbol; to specify limits, use the comparison operators, >, <, and

Referencemacro

Label	!

.

Destination

If you want to filter calls to a specific, known destination, type the name of the destination in the text box provided. This filter accepts the ! and * symbols for excluding values and specifying partial matches, respectively.

For example, if you wanted to exclude all calls to France, you could enter

Keywordmacro

Label	!France*

, as shown below:

Reporting_filter

Filter	Destination
Value	!France*

Dialled number

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).

To filter calls to a specific area, a partial number can be entered (e.g. 0033 for calls to France).

Reporting_filter

Filter	Dialled number
Value	0033

You can use the ! symbol to explicitly exclude a dialled number from the report's results, and/or the

Referencemacro

Label	*

symbol as a wildcard in digit pattern matching. For example, to exclude calls to Tri-Line, but include all others, you could use !020726526*). To report on more than one dialled number, use a comma to separate each entry.

Duration

To filter calls above or below a particular duration, enter the desired duration in seconds.

Reporting_filter

Filter	Duration
Value	>1800

You can specify a duration range by using the

Referencemacro

Label	-

symbol; to specify limits, use the comparison operators, >, <, and

Referencemacro

Label	!

.

In the above example, the report will return only calls longer than 1800 seconds (30 minutes).

LCR code

To filter your results to include only calls that used a Least Cost Routing (LCR) code, enter it in the text box provided.

Reporting_filter

Filter	LCR code
Value	162

You can use the ! symbol to explicitly exclude a LCR code from the report's results, and/or the

Referencemacro

Label	*

symbol as a wildcard in digit pattern matching. For example, to exclude calls made using all LCR codes beginning

Referencemacro

Label	162

, you could enter

Keywordmacro

Label	!162*

. To report on more than one LCR code, use a comma to separate each entry.

Response

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.

Reporting_filter

Filter	Response time
Value	>10

In the above example, the search results will display calls that have a response time greater than 10 seconds.

You can specify a response time range by using the

Referencemacro

Label	-

symbol and; to specify limits, use the comparison operators, >, <, and

Referencemacro

Label	!

.

Start time

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 hh:mm:ss format.

For example, to include only calls that began after 10 am, you could enter 10:00:00 in the Start time field, as shown below:

Reporting_filter

Filter	Start time
Value	10:00:00

Trunk access code

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. Specify the trunk access code in the text box provided.

Reporting_filter

Filter	Trunk access code
Value	9

You can use the ! symbol to explicitly exclude a trunk access code from the report's results, and/or the

Referencemacro

Label	*

symbol as a wildcard in digit pattern matching. For example, to exclude calls made using the

Referencemacro

Label	9

trunk access code, you could enter

Keywordmacro

Label	!9

. To report on more than one trunk access code, use a comma to separate each entry.

Selecting the report options

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.

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Exclude weekends

To exclude weekend calls from your report's results, select the

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Label	Exclude weekends

option.

Reporting_option

Option	Exclude weekends

Exclude transfers

To exclude transferred calls from your report's results, select the

Referencemacro

Label	Exclude transfers

option.

Reporting_option

Option	Exclude transfers

Ignore short missed calls

Missed calls below a certain duration can sometimes pollute the meaning of a report's results. To exclude such short calls from your report, enter a duration threshold in the text box provided, e.g. to ignore calls below 3 seconds, enter

Keywordmacro

Label	3

.

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Selecting the report format

This section allows you to choose the media format of your completed report. The formats available are

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Label	Web

,

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Label	PDF

,

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Label	Excel

,

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Label	CSV

and

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Label	XML

.

More details about each report format are available in the Setting the report format section above.

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<a id ="Creating the report"></a>

Creating the report

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

Buttonmacro

Label	Run now

button, or schedule it for future delivery.

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<a id ="The report's results"></a>

The report's results

Below is an example of this report's output in

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Label	Web

format, showing a graphical representation of calls grouped into time slots of one hour.

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The large, dark red dots represent your busiest periods, whereas the small, green dots represent quieter periods; by hovering your cursor over a particular dot a tooltip will be displayed, showing the volume of calls for that dot's time period.

The time slot data is also displayed in tabular form, each value being a hyperlink which, if clicked, will drill down into a detailed list of calls for that time slot.

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As with all reports produced by TIM Plus, each page of the report includes the following information:

the report's title
the date and time that the report was generated
the name of the report, if applicable

The

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Label	Web

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. By clicking on the About this report link at the top-right corner of the page, you can review any filters and options that have been applied to the report.

To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:

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Busy Times

Versions Compared

Old Version 10

New Version Current

Key

Introduction

Running the report

Selecting the reporting period

Selecting the reporting entity

Site

Group

User

Selecting the report filters

Account code

Call type

Carrier

CLI

Cost

Destination

Dialled number

Duration

LCR code

Response

Start time

Trunk access code

Selecting the report options

Exclude weekends

Exclude transfers

Ignore short missed calls

Selecting the report format

Creating the report

The report's results