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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 as well as a visual representation of the proportion of calls answered inside and outside your set targets.

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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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Exclude weekends

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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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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, or schedule it for future delivery.

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HeaderDescription
NameThe name of the entity for each line of data

Answered

  • Squiggle: The total volume of calls received for each entity
  • Avg resp: The average response time of all answered calls in each period
  • x-xx s: The percentage of calls that were answered within each predefined target, e.g. if 50% is displayed under the 0-5 s5s heading, half of all calls were answered sooner than 5 seconds
    You can define your own thresholds in the 
    Referencemacro
    LabelOptions
    section of the report wizard (above)

Missed

  • Squiggle: The total number of missed calls for each entity
  • Avg durn: The average length of time a missed call rang before being abandoned
  • x-xx s: The percentage of calls that were abandoned within each predefined target, e.g. if 50% is displayed under the 0-5 s5s heading, half of all calls were abandoned sooner than 5 seconds
    You can define your own thresholds in the 
    Referencemacro
    LabelOptions
    section of the report wizard (above)

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Then drill down further for to see details of which users are letting the team down.

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Tip

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

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