Inbound Call Performance

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The Inbound Call Performance report will display displays how quickly your inbound call traffic is calls are being answered, compared to predefined answer time thresholds. The report is useful when comparing data your target thresholds, grouped by year, month, day or hour, offering a .  A visual representation of how many calls were answered inside each threshold, alongside tabular datawell each target is met is shown alongside a table containing the actual response time values.

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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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Once you have selected the scope of your report, 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. 

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

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).

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Hide unused

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

Thresholds

Define the threshold for your response time target threshold(s) by entering a value comma-separated values in the text box provided. The example below shows the response times time targets for calls answered within 5, 10 and 20 seconds, respectively.

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Select the time period by which you want to group the calls: hour, day, month or yearyour calls.

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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="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 achievement of each response time target is displayed as either percentages or actual values, and can be toggled using the link at the top-right of the graph.

The body of the report consists of a table showing a summary of your incoming calls, grouped by hour, day or month - according to the period you have selected. Each line shows the following information:

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A description of the column headers are shown below:

: percentage calls from the total number of incoming calls

Header	Description
Hour / Day / Month / Year	Shows each hour, day or month of the period that you have selectedThe time period.
	The total number of calls for the period you have selectedin each period.
Answered	Ans: The total number of answered calls in each period. Avg durn: The average length of an incoming, answered calltime of all answered calls in each period. Avg resp: The average response time of an incoming, answered callall answered calls in each period. Max resp: The maximum response time for all calls within the selected time it took to answer a call in each period. x-xx s: The % percentage of calls that were answered within the each predefined target (x-xx s). , e.g. If 68% if Keywordmacro Label 50% is displayed under the ' Referencemacro Label 0- 5 s' 5s heading, that means that 68% half of all calls were answered in less than within 5 seconds.
%		The	number of answered	versus missed calls within each period, expressed as a percentage.
Missed	: The total number of missed calls in each period. Avg durn: The average length of time a that missed call calls rang before being they were abandoned.

You may drill down into the report for more detail, e.g. to see hour-by-hour breakdowns as shown here.Each period is shown as a hyperlink which, if clicked on, re-runs the report using a more granular period.

If you would like to go back and view this report for a larger section of the organisationTo modify your report to cover a larger organisational scope, click on the appropriate link in the breadcrumb, an element of the breadcrumb as shown below:-

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