The Enterprise

Overview report is an interactive, click-able report, showing call summaries for each type of call - inbound, outbound and missed. The report is useful for comparing call statistics

between different parts of your organisation

and allows you to

drill-down into

each value to see the same call information for

subsequent groups or users. Totals, maximums and averages are displayed at the foot of each column.

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Running the report

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

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".

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:

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

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.

Site

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

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.

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:

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.

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.

Carrier

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

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

Cost

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

You can specify a cost range by using the 

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

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).

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

Duration

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

You can specify a duration range by using the 

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.

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

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.

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 

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:

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.

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

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.

Exclude weekends

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

Exclude transfers

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

Hide unused

To exclude unused extensions from your report's results, select the Hide unused option.

Sort order

Choose from the

Sort results by

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

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 

Selecting the report format

This section allows you to choose the

media format of your completed report.

The formats available are 

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

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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

If you click on the Run now button, the report will run instantly in your chosen format.

If you want to schedule the report to run at a later time, follow the instruction given in the Schedule a report section.

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The report's results

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

Site level

At site level, the report will

show call summary information for each site, as shown below:

Group

level

User level

When drilling down into a group, a new report is produced, showing the same summary information for each individual user within that group, as shown below:

At all organisational levels, the body of the report consists of

a table containing call summary information about each

entity. The column headers of this table are described below:

• Image Removed: Shows how many unanswered (or abandoned) calls lost by all active extensions in the particular group displayed.
• Avg duration: Shows the average duration of missed calls for the group displayed alongside.

Image Removed: Shows the number of incoming calls that were successfully answered by extensions in the group. Transferred calls are included in this total.

User level

To see the information for each individual extension in a particular group, click on the extension group you're interested in, and a new report will be produced showing the same summary information for each individual extension in the selected group, as shown below:

Itemised list

By clicking on the hyperlink of a particular

user, a new report is produced

that shows - in chronological order -

an itemised list of calls made or received by that

user, as shown below:

The

headers of the itemised call table are described below:

Image Removed

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