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The Call Analysis report breaks down your working day into half-hour segments and details important information about your calls, displaying , providing a clear graphical representation of how many your outbound, answered and abandoned calls you've made. Figures . Call volumes are shown as maximum maximums and averages so you can more effectively plan your staffing requirements throughout each working day which can help with staff planning.

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On the Reports screen, select the Call analysis report from the left-hand pane and click the Select this reportbutton button.

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If both a site and group have been selected, you can further limit the report's results to include only calls by involving a particular user, by selecting it that user from the drop-down list.

Reporting_filter
FilterUser
ValueAll 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  click on the Next button to set additional report parameters and options. To , or to run the report immediately without doing so, click the click the Finish button.

Selecting the report filters

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Account code

If you want to To produce a bill report consisting only of only chargeable calls that were made using a particular account code, enter the account code in the field provided. 

Reporting_filter
FilterAccount code
Value0140

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You can specify a cost range by using the 

Referencemacro
Label-
 symbol; to specify limits, use the comparison operators, >, <, and 
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Label!
 .

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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.

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

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Label*
 symbol as a wildcard in digit pattern matching. For example, to exclude calls made using the
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Label9
 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

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Reporting_filter
FilterSort order
ValueAscending
OptionSort order

 

Sort results by

To sort your report's results by a particular column, select it from the 

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LabelSort results by
 drop-down list.

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

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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 Run now button button, or schedule it for future delivery.

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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.

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

  • the report's title, e.g. Busy Channels
  • the date and time that the report was generated
  • the name of the report, if applicable

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HeaderDescription
Time slotClick on the Time slot header to sort the results in alternative ascending orderThe time period to which the other headers' results relate.

Missed

The missed calls column is always displayed in red. You can rearrange the results based on any of the following selection criteria:
  • Squiggle: The total number of missed calls in the corresponding half-hour time slot.
  • Max: The maximum length of time a caller waited before abandoning the call (in seconds).
  • Avg: The average length of time a caller waited before abandoning the call (in seconds).

Answered

The answered calls column is always displayed in green. You can rearrange the results based on any of the following selection criteria:
  • Squiggle: The total number of answered calls in the corresponding half-hour time slot.
  • Ring time Max: The maximum length of time a caller had to wait before being waited before a call was answered (in seconds).
  • Ring time Avg: The average length of time a caller had to wait before being waited before the call was answered (in seconds).
  • Duration Max: The duration of the longest incoming, answered call (in hours, mins, secs.) Click on the header to toggle between longest and shortest call maximum duration for any half-hour.
  • Duration Avg: The average length of an incoming, all answered call calls (in hours, mins, secs.) Click on the header to toggle between longest and shortest call average duration for any half-hour.

Outbound

The outbound calls column is always displayed in blue. You can rearrange the results based on any of the following selection criteria:
  • Squiggle: The total number of outbound calls in the corresponding half-hour time slot.
  • Duration Max: The duration of the longest outbound call (in hours, mins, secs). Click on the header to toggle between the calls with the longest and shortest maximum outbound duration.
  • Duration Avg: The average length of an all outbound call calls (in hours, mins, secs). Click on the header to toggle between the calls with the longest and shortest average outbound duration.
  • Duration Total: The total duration of time spent on outbound calls in a half-hour period. Click on the header to toggle between the half-hour with the longest and shortest total outbound duration.
  • Cost Avg: The average cost of an outbound call for this half-hour period. Click on the header to toggle between the half-hour with the most and least average call cost.all outbound calls.
  • Cost Total: The total cost of all outbound calls for this half-hour period. Click on the header to toggle between the half-hour with the most and least spent on calls.

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

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