Stats points

What is a Stats point?
Adding a Stats point
Configuring a Stats point
Excluding a user from a Stats point
Deleting a Stats point
Stats point - overview video

What is a stats point?

A Stats point is a "counter" that can be placed on any subject and at any point in your organization. It counts calls that match defined parameters as they pass. This information from these Stats points can then be selected and displayed on your customisable display boards.

The information shown in the Summary and Leaderboard panels of a display board is supplied by Stats points. It will be very difficult to create useful, informative display boards without first understanding Stats points.

Adding a stats point

TIM Plus will allow you to add as many Stats points as you want, according to your organisation's needs. To add a Stats point, select theLive statstab and then click on theStats pointbutton.

The following screen will appear:

Give your Stats point a name in order to be able to add it to the list. You can leave the rest of the fields as default, if you prefer. Alternatively, follow the instuctions below on how to configure a Stats point. At the end, click on theAddbutton.

Configuring a stats point

To edit a Stats point, simply select the entity and click on thePropertiesbutton on the top-right corner of your screen, as shown below:

Once you've clicked thePropertiesbutton, a new window will pop-up allowing to configure the properties of the Stats point.

General properties

Under the General propertiestab, you will be able to decide on the Site, Group, User and Subject for this stats point, as well as the reset frequency.

Name

If you need amend the name of the current Stats point, overtype the current entry, highlighted in blue. The name of the Stats point will allow to easily identify this entity in the future (e.g. London telesales, daily stats).

Site

Next, you are given the option to choose the location of this Stats point. If you want this to collect all data from all sites, leave the default entry (All sites). If you want it to capture stats on a particular site, select this from your drop-down list provided (e.g. London), as shown below:

Site

London

Group

If you need to be more specific and want to lock the stats point onto a particular User group, select the group from the drop-down list, as shown for London Accounts group the example below:

Group

Accounts

User

You can also go right down to user level to add a stats points. To do so, select the user from the drop-down list provided. If you want the Stats point to collect information for all users, leave the default entry (All users), as shown below. 

Users

(All users)

Subject

A stats point can be created as well on a particular subject. Choose from the drop-down list the subject that you prefer. For example, you want to know the maximum amount of channels that have been in use simultaneously, built the stats point on a Channel group, as shown below:

Subject

Channel group

Reset frequency

You are given the ability to determine how often your stats will refresh, by selecting from a predefined drop-down list. You can also have your Stats points set to automatically refresh whenever you like. To do this, simply enter the refresh date and time as shown below:

Last reset period data

This feature will allow you to keep a copy of the previous stats for comparison purposes(e.g. you may want to compare today's stats with yesterdays or this weeks stats with last weeks). Select the tick-box provided to enable this feature.

In the example below, the Stats point is set for all users of Accounts team, in London site and it resets every day.

NOTE: There is no limit to the number of Stats points you are allowed to have. This means that you could put several stats points at any one place, refreshing at different times (e.g. daily, weekly and monthly).

Exclusions

If you want to exclude certain call types from your statistics, click on theExclusionstab and select the calls types you don't wish to include in your Stats point, by ticking the box provided.

The example below shows an Exclusion set for Transfer abandoned and Internal not connected calls.

Contents

The Contents page is normally used to check that call stats are being collected by TIM Plus and it can be used for troubleshooting. The screen below shows calls coming through the system. If this page is blank, you will not be collecting any call stats.

Press theRefreshbutton to refresh the statistics on that page and verify that the Stats point is collecting data. If you press theResetbutton, you can clear the statistics and reload them for the period that they cover (e.g. last week).

Excluding a user from a stats point

 

NOTE: You will need administrator rights to do this as you will need to be able to access the directory and user properties.

Search the Directory for the user you want to exclude from your Stats point. For information on how to locate a user in the system check the Finding a user section above.

Once you have located the user in the system, select the entity and click on the Properties tab.

A new pop-up window will appear. Click on theTelephonytab and tick the Exclude this user from call statistics box, then clickSaveto apply the changes.

Deleting a stats point

To delete a Stats point, select the entity from the existent list and click on thePropertiesbutton on the top-right corner of the screen, as shown below:

A new window will pop-up. Click on theDeletebutton at the bottom left corner of the window to remoce the selected Stats point.

Stats point - overview video