Inbound call performance

<h2>Creating the report</h2>

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

<ul>
	<li>Run the report now</li>
	<li>Schedule for future delivery</li>
</ul>

<p>To choose your preferred option, select the appropriate button.</p>

<p>If you choose to run the report now, click the <span class="button">Run now</span> button, as shown below. The results will appear immediately in your
chosen format.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/run_report.png" alt="Run report" />

<p>To schedule the report for delivery at a later date, follow the instruction given on the <a href="Schedule a report">Schedule a report</a> section.</p>

<h2>Inbound call performance - The results</h2>

<p>When selecting <span class="reference">Web</span> as the output format, this report will appear as below.</p>

<p>The Web format allows for complete flexibility when viewing any report. To view details of any filters or selection parameters used in creating this report, simply click on <span class="link">About this report</span> at the top right of the page.</p> 

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/inbound_call_performance_1.png" alt="Inbound call performance" />

<p>All headers are clickable allowing you re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked.</p>

<p>The report includes the usual headings, including the report's title, any
Friendly Name you assigned to it, the period of the report, and any
options you selected in the report's selection criteria window.</p>

<p>The body of the report consists of a table showing a summary of the
handling of your incoming calls on each day during the period you
selected.  Each line (or day) shows the following information:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=110>Header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Day</b></td>
			<td class="confluenceTd">This show the day of the month that the calls relate to. Each day is a hyper-link. To drill-down and get an hour-by-hour breakdown of calls, simply click on the day.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/sigma.png" alt="Squiggle" /></b></td>
			<td class="confluenceTd">The total number of calls that day.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="green">Answered</b></td>
			<td class="confluenceTd">The answered calls columm is always displayed in green. It allows you to re-order the Inbound call performance report based on incoming call information. You can re-arrange based on any of the following selection criteria:
				<ul class="table">
					<li><b>Ans:</b> The total number of answered calls taken that day.</li>
					<li><b>Avg durn:</b> The average length of an incoming answered call.</li>
					<li><b>Avg resp:</b> The average response time for calls to the entity alongside.</li>
					<li><b>Max resp:</b> The maximum response time for calls to the entity alongside.</li>
					<li><b>x-xx s:</b> This shows the % of calls that were answered within target with the target being defined here as (x-xx s). e.g. e.g. If 68% is displayed under the '0- 5 s' heading, that means that 68% of all calls were answered in less than 5 seconds. If the next threshold showed 15% under the heading 6 - 10 s, then 15% of calls were answered in between 6 and 10 seconds.</li>
					<li><b>%:</b> The green section of the graph shows the % of calls answered while the red section shows the % that were missed.</li>
				</ul>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="red">Missed</b></td>
			<td class="confluenceTd">The missed calls column is always displayed as red. It allows you to re-order your call detail based on whichever of the following criteria is most important: 
				<ul class="table">
					<li><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/sigma.png" alt="Squiggle" />:</b> The total number of missed calls for the day/time period alongside.</li>
					<li><b>Avg durn:</b> The average length that a missed call rang for before being abandoned.</li>
				</ul>
			</td>
		</tr>
	</tbody>
</table>

<p>You may keep drilling down into the report for more detail e.g. to see
hour-by-hour breakdowns as shown here.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/inbound_call_performance_3.png" alt="Inbound call performance" />

<p>If you would like to go back and view any report for a larger section of the organisation, simply click on the appropriate link in the breadcrumb as shown below:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/breadcrumb.png" alt="Breadcrumbs" />