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The Missed Calls report analyses your missed calls data in order to reveal highlight which callers have or and haven't been responded to. Each missed call is given a priority rating depending on how many times and how often a the caller attempted to make contact. The time window in which a call must be responded to, if it is to be considered handled, is user-definable.

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

Running the report

On the the Reports screen screen, click on select the Missed calls in the reports list and then press the  report from the left-hand pane and click the Select this report button 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

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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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Reporting_filter
FilterStart time
Value10:00:00

 

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 mannemanner.

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Reporting_option
OptionExclude weekends

 

Summary only

To show only show a summary of lost calls in your report's resultsyour missed calls, instead of a an itemised list of all calls, tick the box 

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LabelSummary only
, as shown below:

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Callback interval

This options option allows you to define, in hours, the time window in which a call must be responded to, in order to be considered as handled. The default callback interval is 24 (hours), but you are given the option to may enter your own values.value, as shown below:

Missed calls

Selecting the report format

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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>

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

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The 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.

 

The report consists of two sections: missed calls and handled calls

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LabelMissed
 calls and 
Referencemacro
LabelHandled
 calls.

Missed calls

The 

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LabelMissed
calls tab displays in a table containing the calls that were missed and never not responded to. Each column header of the table is described below:

HeaderDescription
First AttemptattemptThe date and time of the first missed call.
CLIThe telephone number of the remote caller.
ContactThe person or extension number who missed the call. If several extension people were called, the field will display  display the caption,
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LabelVarious
.
Avg ring timeThe average length of time a missed call rang before being abandoned.
AttemptsThe number of times the caller tried to get through attempted to reach the specified contact without success.
Priority The priority field allows you to prioritise those who called most often. The priority is determined by is calculated by dividing the difference in time between the first and last call divided attempt by the total number of times they called.call attempts

Handled calls

The 

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LabelHandled
calls tab displays in a table containing the calls that were initially missed initially but eventually responded to. Each column header of the table is described below:

.Duration
HeaderDescription
HandledThe date and time the call was handled.
CLIThe telephone number of the remote caller.
ContactThe person or extension number who missed eventually handled the call. If several extension were called, the field will display 
Referencemacro
LabelVarious
The length duration of time of the handled call.
AttemptsThe number of times the caller tried to get through without success.call attempts made before the call was eventually handled
Priority The priority field allows you to prioritise those who called most often. The priority is determined by is calculated by dividing the difference in time between the first and last call divided attempt by the total number of times they called.call attempts
Tip

To see details Clicking on an individual call will show an itemised list of all call attempts made by the remote caller, click on any call or on that same caller; clicking on the

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LabelExpand all
link at the top-right corner of the screen will show this itemised list for all missed calls on the page.

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

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