<a id="Introduction"></a> |
The Call Geography report consists of three pie charts, each showing call information grouped by volume, duration and cost. An accompanying table is also shown, containing details of where - geographically - your calls are made, classified by their tariff band, such as local, national, mobile or international.
The proportion of calls to each geographical destination is shown in terms of volume, duration and cost, highlighting the calls that are costing you the most and taking up most of your time.
<a id="Running the report"></a> |
On the Reports screen, select the Call geography report from the left-hand pane and click the button.
A new window will appear, where you can set the parameters of your report.
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:
| Period | Description |
|---|---|
| Today | The 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. |
| Yesterday | The 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 week | The 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 week | The 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 month | The 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 month | The 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 year | The 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 calls | The 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 drop-down list and specifying your own
,
,
and
of the period you want to report on.
Once you have set the reporting period, click on the button to set additional report parameters and options, or select the button to run the report immediately.
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.
To report on a particular site, select it from the drop-down list or select All sites .
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.
If both a site and group have been selected, you can further limit the report's results to include only calls involving a particular user, by selecting that user from the drop-down list.
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 button to set additional report parameters and options, or to run the report immediately, click the button.
You can limit the results of your report by choosing one or more of the following filters:
To produce a report consisting only of calls that were made using a particular account code, enter the account code in the field provided.
To report on more than one account code, separate each code using a comma.
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.
If you use more than one carrier, you can limit the results to include only calls that were made using a specific carrier.
If you use only one carrier, there will be no drop-down list available and no option to choose a carrier. |
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.
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.
You can define a cost filter to include calls above or below specific values by entering your criteria, as shown below:
You can specify a cost range by using the symbol; to specify limits, use the comparison operators, >, <, and
.
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 , as shown below:
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).
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.
To filter calls above or below a particular duration, enter the desired duration in seconds.
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).
To filter your results to include only calls that used a Least Cost Routing (LCR) code, enter it in the text box provided.
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
, you could enter
. To report on more than one LCR code, use a comma to separate each entry.
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.
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
.
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:
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.
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
trunk access code, you could enter
. To report on more than one trunk access code, use a comma to separate each entry.
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.
To exclude weekend calls from your report's results, select the option.
To exclude transferred calls from your report's results, select the option.
Choose from the drop-down list whether you want the results of the report to appear in ascending or descending order.
To sort your report's results by a particular column, select it from the drop-down list.
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 .
This section allows you to choose the media format of your completed report. The formats available are ,
,
,
and
.
More details about each report format are available in the Setting the report format section above.
<a id="Creating the report"></a> |
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 button, or schedule it for future delivery.
<a id="The report's results"></a> |
Below is an example of this report's output in Web format:
The final report consists of three pie charts and a table.
The table shows the following information about the calls made to each charge band location:
| Header | Description |
|---|---|
| Charge band | The charge band, e.g. Local, National, International, Mobile, etc. Each listed charge band is click-able, allowing you to drill-down to see which site, department or user made calls to that charge band location. |
| % of calls | The number of calls per charge band location as a percentage of the total calls made. To reorder, click on the header to alternate between descending and ascending. |
| Number of calls | The total volume of calls made to each charge band location. |
| % of total duration | The total duration of calls made to each charge band location, expressed as a percentage of all charge bands. |
| Average duration | The average duration spent on calls to the corresponding charge band. |
| Total duration | The total amount of time spent on calls to the corresponding charge band. |
| % of total cost | The total cost of all calls made to each charge band location, expressed as a percentage of the total cost of all calls. |
| Average cost | The average cost of calls made to each charge band location. |
| Total cost | The total cost of calls made to each charge band location. |
The summary line at the foot of the table shows the total number of calls included in the report, the total duration of calls, average and total costs.
As with all reports produced by TIM Plus, each page of the report includes the following information:
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. By clicking on the About this report link at the top-right corner of the page, you can review any filters and options that have been applied to the report.
To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below: