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Introduction

The Busy Times report provides a clear, hour-by-hour graphical representation of your call volumes for each day, allowing a detailed breakdown of calls by type for any particular time slot selected. This report is ideal for identifying call traffic trends and very quickly highlights your busy days and times, allowing you to more effectively plan your staffing requirements.


Running the report

On the Reports screen, select the Busy times report from the left-hand pane and click theSelect this reportbutton.


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:

PeriodDescription
TodayThe start and end dates are set to the current date. The start time is set to 00:00:00 and the end time to 23:59:59.
YesterdayThe start and end dates are set to the current date minus one day. The start time is set to 00:00:00 and the end time to 23:59:59.
This weekThe start date is set to the first day of the current week (normally Monday). The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time.
Last weekThe start date is set to the date of the last Monday, and the end date is set to the start date plus seven days. The start time is set to 00:00:00 and the end time to 23:59:59.
This monthThe start date is set to the first day of the current month. The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time.
Last monthThe start date for this period is set in three stages: The day is set to the first day of the month. The month is set to the previous month. The year is set to the current year, unless it is currently January, in which case, the previous year is used. The start and end times are set to 00:00:00 and 23:59:59 respectively.
This yearThe start date is set to the first day of the first month of the current year, whilst the end date is set to today's date. The start and end times are set to 00:00:00 and 23:59:59 respectively.
All callsThe start and end dates and times are set to the dates and times of the first and last call in the entire call database, respectively.

In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the Period drop-down list and specifying your own  Start dateStart timeEnd date and End time of the period you want to report on.


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.

NOTE: Running this report over longer periods of time increases the reliability of its results.

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 .

Site
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.

Group
All groups

User

If both a site and group have been selected, you can further limit the report's results to include calls by a particular user by selecting it from the drop-down list.

User
All users

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 on the Next button to set additional report parameters and options. To run the report immediately without doing so, 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

If you want to produce a bill consisting of only chargeable calls that were made using a particular account code, enter the account code in the field provided. 

Account code
0140

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.

Call type
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.

Carrier
All carriers

If you use only one carrier, there will be no drop-down list available and no option to choose a 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.

CLI
02072652600

You can use the ! symbol to explicitly exclude a CLI from the report's results, and/or the * symbol as a wildcard in digit pattern matching.  For example, to exclude calls from Tri-Line, but include all others, you could use !020726526*. To report on more than one CLI, use a comma to separate each entry.

Cost

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

Cost
<2.00

You can specify a cost range by using the - symbol; to specify limits, use the comparison operators, >, <, and ! .

Duration

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 !France*, as shown below:

Destination
!France*

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).

Dialled number
0033

You can use the ! symbol to explicitly exclude a dialled number from the report's results, and/or the * symbol as a wildcard in digit pattern matching.  For example, to exclude calls to Tri-Line, but include all others, you could use !020726526*). To report on more than one dialled number, use a comma to separate each entry.

Duration

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

Duration
>1800

You can specify a duration range by using the - symbol; to specify limits, use the comparison operators, ><, and ! .

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.

LCR code
162

You can use the ! symbol to explicitly exclude a LCR code from the report's results, and/or the * symbol as a wildcard in digit pattern matching.  For example, to exclude calls made using all LCR codes beginning 162, you could enter !162*To report on more than one LCR code, use a comma to separate each entry.

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.

Response time
>10

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 - symbol and; to specify limits, use the comparison operators, ><, and ! .

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:

Start time
10:00:00

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.

Trunk access code
9

You can use the ! symbol to explicitly exclude a trunk access code from the report's results, and/or the * symbol as a wildcard in digit pattern matching. For example, to exclude calls made using the 9 trunk access code, you could enter !9To report on more than one trunk access code, use a comma to separate each entry.

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 weekends option.

Exclude weekends

Exclude transfers

To exclude transferred calls from your report's results, select the Exclude transfers option.

Exclude transfers

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 3 .


Selecting the report format

This section allows you to choose the media format of your completed report. The formats available are WebPDFExcelCSV and XML.

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

 

Creating the report

When you have chosen a reporting period, and are happy with your selections, you have two options:

  • run the report now
  • schedule the report for future delivery


If you click on theRun nowbutton, 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.

The report's results

When selecting WEB as the output format, this report will appear as below:-


As with all reports, the header of the report includes:

  • the report title
  • the date and time of the report
  • 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. To view details of any filters or selection parameters used in creating this report, click on About this report on the top-right corner of the page.

The larger, darker red dots represent your busier periods, while the smaller greener dots, the quieter periods.
This report is truly interactive. To see how many calls for any period, simply float over it to see more details. Also, to see more details for any of the time slots, click on one of them, and details of all calls contained within this period are shown as follows:-


All calls are shown on the front page and clear colour coded tabs allow you to easily sort the results by call type (e.g. inbound, outbound etc.).
If you would like to go back and view any report for a larger section of the organisation, click on the appropriate link in the breadcrumb, as shown below:-


 

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