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The Target Response report enables you to assess how well calls to your company are answered, compared to user-defined targets. It The report provides a visual representation as well as a line-by-line summary along with a visual representation of the percentage proportion of calls answered inside and outside your set -targettargets.
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On the Reports screen, select the Target Responseresponse report from the left-hand pane and click the 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.
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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 button to set additional report parameters and options. To , or to run the report immediately without doing so, click the click the 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.
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Exclude weekends
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Hide unused
To exclude unused extensions from your report's results, select the Hide unused option.
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Tick this box if you want the report results to include the response time of internal calls in your report's results.
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Use this option to define the threshold for your response time target thresholds. The example below will show the response times for calls answered within shows response time targets of 5, 10 and 20 seconds, respectively.
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Choose from the Sort order drop-down list whether list whether you want the results of your report to appear in ascending or descending order.
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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 3 .
Selecting the report format
This section allows you to choose the output media format of your completed report. To select the desired format, click on the drop-down list and choose from the available options: Web, PDF, Excel, CSV and XML. The formats available are Web, PDF, Excel, CSV and XML.
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 chosen selected a reporting period , and are happy with your selections, you have two options:
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and have chosen any filters and options, you can either run the report immediately by clicking on the button, or schedule it for future delivery.
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If you click on the 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
When selecting WEB as the output format, this report will appear as below. To view details of any filters or selection parameters used in creating this report, simply click on About this report on Below is an example of this report's output in Web format. 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.
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As with all reports , the header produced by TIM Plus, each page of the report includes the following information:
- the report's title
- the date and time of that the report was generated
- the name of the report, if applicable
The WEB format allows for complete flexibility when viewing any report. All headers are clickable, allowing you to re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked.The default target answer time is 10 seconds, and this can be changed, to suit your requirementsWeb 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 body of the report consists of a table showing a summary of the handling of your incoming calls on each day during the call information for the period you selected, grouped by entity. Each line (or day) shows the following informationcolumn header of the table is described below:
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| Name | This column tells you which entity the data displayed refers to, e.g site, department user etc. | Answered | The answered calls columms are always displayed in shades of green. You can re-arrange based on any of the following selection criteria. You can click on each header to re-order from ascending to descending and vise versa.The name of the entity for each line of data | ||||
Answered |
| Missed | The missed calls columns are always displayed in shaeds of red. You can re-arrange based on any of the following selection criteria. You can click on each header to re-order from ascending to descending and vise versa.
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Missed |
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: The total volume of calls received for You may keep drilling down into the report for more detail e.g. to see which teams are responsible for low responses and drill down further to see which individuals in the team perform worse.
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Each entity is shown as a hyperlink which, if clicked on, re-runs the report to include only call information pertaining to that entity, allowing you to inspect the performance of specific teams and individual users.
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You can change the default response thresholds appearing on your headers, by adding a Threshold option while creating your report. |
If you would like to go back and view this report for a larger section of the organisation, click on the appropriate link in the breadcrumb, To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:-
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