<h2>Introduction</h2>

<img id="border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/call_analysis.png" alt="Call analysis" />

<p>The Call analysis report breaks down your working day into half-hour 
segments and details important information about your calls. You get a 
clear graphical image showing how many calls are abandoned calls and 
answered and how many outgoing calls are made.</p>

<p>This is broken down into half hour timeslots, showing how long it 
takes you to answer or how long people are waiting before they give up 
and abandon the call. These figures are shown as maximum and averages 
so you can more effectively plan your staffing requirements throughout 
each working day. You can add numerous filters which are described here 
in detail, if you want to be even more specific in the information 
displayed.</p>

<p>You can also optimise to exclude weekends from this report, when perhaps 
not many calls are being made or received, and so as not to distort the 
averages. You can also concentrate on incoming or outgoing calls or 
look at all calls.</p>

<h2>Understanding the Results</h2>

<p>The web format allows for complete flexibility when viewing this report. All headers are clickable allowing you rearrange the report layout in seconds to sort the calls in ascending or decending order based on the header clicked.</p>

<p>To view details of any filters or selection parameters used in creating this report, simply click on the <span class="link">About this report</span> on the top right of the page.</p>

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

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=196>Header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Time slot</b></td>
			<td class="confluenceTd">To sort by time slot, simply click on the <span class="reference">Time slot</span> header to sort in alternative ascending order.

			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Missed</b></td>
			<td class="confluenceTd">The missed calls column is always displayed as red. It allows you to reorder your call analysis detail based on whichever of the following criteria is most important: 
				<p><b><img id="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/sigma.png" alt="Squiggle" />:</b> This shows the total number of missed calls in the corresponding half-hour 
					timeslot. e.g. Select this option if you want to re-order the call analysis report to display the half hour slot with the most missed calls. Click again to display the half hour slot with the least 
					missed calls.
				</p>

				<p><b>Max:</b> This shows the maximum length of time a caller waited before hanging up (in seconds). Select this option if you want to sort your missed call in order of the maximum amount 
					of missed calls in any half-our time slot. <br>By clicking again the report will alternate between the time slot with the most missed calls and the time slot with the least missed calls.
				</p>

				<p><b>Avg:</b> This column shows how long the average caller waited before abandoning the call (in hours, minutes, seconds).<br>Select this option if you want to sort your missed call in 
					order of the average number of missed calls in any half-our time slot. By clicking again the report will alternate between decending and ascending order for average number of missed calls. 
					How long the average caller waited before abandoning the call (in seconds).
				</p>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Answered</b></td>
			<td class="confluenceTd">The missed calls column is always displayed as red. It allows you to reorder your call analysis detail based on whichever of the following criteria is most important: 
				<p><b><img id="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/sigma.png" alt="Squiggle" />:</b> This shows the total number of missed calls in the corresponding half-hour 
					timeslot. e.g. Select this option if you want to re-order the call analysis report to display the half hour slot with the most missed calls. Click again to display the half hour slot with the 
					least missed calls.
				</p>
				<p><b>Max:</b> This shows the maximum length of time a caller waited before hanging up (in seconds). Select this option if you want to sort your missed call in order of the maximum amount of missed calls 
					in any half-our time slot. By clicking again the report will alternate between the time slot with the most missed calls and the time slot with the least missed calls.
				</p>
				<p><b>Avg:</b> This column shows how long the average caller waited before abandoning the call (in hours, minutes, seconds).<br>Select this option if you want to sort your missed call in 
					order of the average number of missed calls in any half-our time slot. By clicking again the report will alternate between decending and ascending order for average number of missed calls. 
					How long the average caller waited before abandoning the call (in seconds).
				</p>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Outbound</b></td>
			<td class="confluenceTd">The answered calls colum is always displayed in green. It allows you to reorder the call analysis report based on incoming call information. You can rearrange based on any 
				of the following selection criteria:
				<p><b><img id="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/sigma.png" alt="Squiggle" />:</b> Select this option if you would like to re-order your call analysis report to sort 
					by half hour slot with the most answered calls. Click again to re-order to start with the half hour with the least answered calls. Answered calls can also be reordered by time taken to answer 
					(ring time) and duration of call.
				</p>
				<p><b>Ring time Max:</b> This column shows the maximum time a caller had to wait before being answered (in seconds). Select the Max option under the Ring time (secs) header if you want to reorder to 
					show the half hour slot with the longest ring time. <br>Click again to show the half hour slot with the shortest ring time for answered calls.&nbsp; By clicking again the report wil alternate between the 
					time slot with the longest and shortest ring time.
				</p>
				<p><b>Ring time Avg:</b> This shows this average time a caller had to wait before being answered (in seconds). Select the average option under the Ring time (secs) header if you want to show the half hour slot 
					in descending order of average ring time. Click again to in ascending order. By clicking again the report wil alternate between the time slot with the longest and shortest average ring time.
				</p>
				<p><b>Duration Max:</b> This shows the maximum length of time a caller waited before hanging up (in seconds).<br> Select this option if you want to sort your missed call in order of the maximum amount of 
					missed calls in any half-our time slot. By clicking again the report will alternate between the time slot with the most missed calls and the time slot with the least missed calls.
				</p>
				<p><b>Duration Avg:</b> This column shows how long the average caller waited before abandoning the call (in hours, minutes, seconds).<br> Select this option if you want to sort your missed call in order of 
					the average number of missed calls in any half-our time slot. By clicking again the report will alternate between decending and ascending order for average number of missed calls. How long the average 
					caller waited before abandoning the call (in seconds).
				</p>
			</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" />