Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
HTML
<h2>Introduction</h2>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/user_activity.png" alt="User activity" />

<p>For PBX types that report on extension to extension calls, this 
report allows you to view the split between which incoming and outgoing 
calls received or made both internally and externally.</p>

<p>If a lot of extension to extension calls are made in your 
organisation, it can be used to quickly assess the amount of internal 
versus external call traffic.</p>

<h2>Understanding the Results</h2>

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

<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. The headers of this report are as follows:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=110>Header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Name</b></td>
			<td class="confluenceTd"> This column tells you which entity the data displayed refers to, e.g site, department user etc.
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="green">Inbound</b></td>
			<td class="confluenceTd">The answered calls columm is always displayed in green. It allows you to re-order the Call analysis report based on incoming call information. You can re-arrange based on any 
				of the following selection criteria:
				<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 volume of calls received by this entity.
					</li>
					<li><b>Ext duration:</b> The total length of time spent on inbound external calls by this entity.
					</li>
					<li><b>Int duration:</b> The total length of time spent on inbound internal calls by this entity.
					</li>
				</ul>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="blue">Outbound</b></td>
			<td class="confluenceTd">The outbound calls column is always displayed in blue. It shows the total number of calls for each half hour, the maximum, average and total duration for calls in that half hour and average 
				and total cost of calls made in that half hour. It also allows you to re-order the Call analysis report based on this outbound call information. You can re-arrange based on any of the following selection 
				criteria:
				<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 volume of calls made by this entity.
					</li>
					<li><b>Ext duration:</b> The total length of time spent on outbound external calls by this entity.
					</li>
					<li><b>Int duration:</b> The total length of time spent on outbound internal calls by this entity.
					</li>
				</ul>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Totals</b></td>
			<td class="confluenceTd">The missed calls column is always displayed as red. It allows you to re-order your call analysis 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 calls handled by this entity, including all incoming and 
						outgoing both internal and external.
					</li>
					<li><b>Duration:</b> The total duration of time spent on calls by this entity.
					</li>
					<li><b>Cost:</b> The total cost of the calls for the entity appearing in this report. Please note that on multi-national sites the cost would normally be set to appear in local currency.
					</li>
				</ul>
			</td>
		</tr>
	</tbody>
</table>

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

Overview

The User Activity report provides a comprehensive summary of internal and external call activity - both inbound and outbound - for each site, group or user. It is also possible to drill down into each entity to obtain the same call information at a more detailed level.
Screenshotmacro
URL/download/attachments/2785336/user_activity_1.png

Running the report

Click on the Reports tab and select User activity 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.

Screenshotmacro
Borderfalse
URL/download/attachments/2785336/user_activity_2.png

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.

Screenshotmacro
Borderfalse
URL/download/attachments/2785336/user_activity_3.png

The report's results

The results of the report show comprehensive call summary information - organised by call type - for the report entity you selected. 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.

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 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.

Results are shown for each organisational level: site, group and individual user, where a table is shown with the following headers:

HeaderDescription
NameThe name of the entity for each line of data

Inbound

  • SquiggleImage Added: The number of inbound answered calls, including transferred calls
  • Ext duration: The total duration of all inbound external calls (in hours, minutes and seconds)
  • Int duration: The total duration of all inbound internal calls (in hours, minutes and seconds)

Outbound

  • SquiggleImage Added: The number of outbound calls made
  • Ext duration: The total duration of all outbound external calls (in hours, minutes and seconds)
  • Int duration: The total duration of all outbound internal calls (in hours, minutes and seconds)

Totals

  • SquiggleImage Added: The total number of calls including all inbound and outbound, both internal and external
  • Duration: The total duration of time spent on all inbound and outbound calls
  • Cost: The total cost of all calls

Site level

Screenshotmacro
URL/download/attachments/2785336/user_activity_1.png

Group level

Screenshotmacro
URL/download/attachments/2785336/user_activity_4.png

Individual user level

Screenshotmacro
URL/download/attachments/2785336/user_activity_5.png

Itemised call list

When drilling down into an individual user, the report style changes to an itemised call list rather than a call summary table:

Screenshotmacro
URL/download/attachments/2785336/user_activity_6.png

The column headers of the itemised call list are as follows:

HeaderDescription
Date & TimeThe date and time the call started
SourceThe place from where the call originated
CLIThe telephone number of the remote caller for inbound calls

Route

The information displayed in this field is determined by the type of call:

  • for incoming calls, this shows the CLI of the caller
  • for incoming internal calls, this shows either the caller's username or extension number
  • for outgoing calls, this shows the dialled number

Destination

The information displayed in this field is determined by the type of call:

  • for incoming calls, this shows the name of the user whose extension answered the call, or the extension number if not available
  • for outgoing calls, this shows the geographical location that was dialled, or an alias if defined in your contacts list
  • for internal calls, this shows the extension that was dialled, enclosed in square brackets [ ]
ResponseThe length of time it took for the call to be answered (i.e. the response time)
DurationThe duration of the call (in hours, minutes and seconds)
CostThe cost of the call

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

Screenshotmacro
Borderfalse
URL/download/attachments/9699757/breadcrumb.png