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Overview

The Inbound Call Performance report displays how quickly your inbound calls are being answered, compared to your target thresholds, grouped by year, month, day or hour.  A visual representation of how well each target is met is shown alongside a table containing the actual response time values.

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Running the report

Click on the Reports tab and select Inbound call performance from the left-hand pane. The screen displaying the parameters of the report will appear, where you can configure the entity, period, filters, options and format of the report.

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For details about how to configure these parameters, refer to the relevant page(s) in the list below:

Creating the report

When you have configured the report's parameters, click on the Run now button to run the report immediately; alternatively, you can save the report's definition or schedule the report for future delivery.

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The report's results

Below is an example of this report's output in Web format. 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.

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As with all reports produced by TIM Enterprise, each page of the report includes the following information:

  • the report's title
  • the date and time that the report was generated
  • the name of the report, if applicable

The body of the report consists of a table showing a summary of your incoming calls, grouped by the period you selected. A description of the column headers are shown below:

HeaderDescription
Hour / Day / Month / Year
The time period.
SquiggleImage AddedThe total number of calls in each period.

Answered

  • Ans: The total number of answered calls in each period.
  • Avg durn: The average length of time of all answered calls in each period.
  • Avg resp: The average response time of all answered calls in each period.
  • Max resp: The maximum time it took to answer a call in each period.
  • x-xx s: The percentage of calls that were answered within each predefined target, e.g. if 50% is displayed under the 0-5s heading, means that half of all calls were answered within 5 seconds.
%The number of answered versus missed calls within each period, expressed as a percentage.

Missed

  • SquiggleImage Added: The total number of missed calls in each period.
  • Avg durn: The average length of time that missed calls rang before they were abandoned.

Each period is shown as a hyperlink which, if clicked on, re-runs the report using a more granular period.

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To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:

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