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 object that can be placed on any subject and at any point in your organization. Its function is to count calls - as they pass - that match predefined parameters. The information collected by the stats point objects can then be selected and displayed on your display boards.

Adding a stats point

To add a stats point, select the Live stats tab and click on the Stats points button.

There is no limit to the number of stats points allowed in TIM Plus.

A new window will open, where you can configure the properties of your stats point. Once you have entered all the parameters, click on the Add button to add the new stats point to the list.

Configuring a stats point

To configure or edit a stats collection point, select it from the Stats points list and click on the Properties button at the top-right corner of the panel, as shown below:

A new window will open, allowing you to configure the properties of your stats point object. Each tab in this window will be explained below:

General properties

The  General tab allows to configure the general properties of your stats collection point, such as name, entity, subject or reset frequency:

Name

Enter or edit the name of your stats collection point.

Site

If you want your stats point to include calls from one site only, select the site from the drop-down list.

Site

London

Group

If you have selected a site and want your stats point to include only calls from one particular user group within that site, select the group from the drop-down list.

Group

Accounts

User

If you have selected a site and a user group and want your stats point to include only calls from one individual user within that user group, select the user from the drop-down list.

Users

(All users)

Subject

The stats points can be configured to group the collected calls based on a particular subject, such as users, channels, dialled number, half-hour time slot etc. To choose a subject, select it the drop-down list.

Subject

Channel group

Reset frequency

To determine when to reset your stats point, enter the date and time in the boxes provided; to choose the frequency with which you want them to reset, select a predefined period from the drop-down list, as shown below:

Last reset period data

This option allows you to keep a copy of the previous stats for comparison purposes, e.g. if you want to compare today's stats with yesterday's. 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.

Because there is no limit to the number of stats points you are allowed to have in TIM Plus, you can add 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 the Exclusions tab and select the call types that you don't want your stats point to include, by ticking the relevant box:

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

Contents

The Contents tab 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