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<h2>Introduction</h2>
<p>The random call selection report, when used in conjunction with call recording, this report provides a perfect tool to select calls at random for spot-checking purposes.</p>
<p>Users can annotate, score, or listen to each of the calls that the report produces.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/random_call_selection.png" alt="Random call selection" />
<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>Date & Time</b></td>
<td class="confluenceTd">This column shows the date and time when the call was made.
</td>
</tr>
<tr>
<td class="confluenceTd"><b>Source</b></td>
<td class="confluenceTd">This column shows the identity of the person who made the call i.e. If a user name is present it will show the name, if there is no name associated with the user, only the extension
name will show.
</td>
</tr>
<tr>
<td class="confluenceTd"><b>CLI</b></td>
<td class="confluenceTd">This column would show the caller line identification of the caller.
</td>
</tr>
<tr>
<td class="confluenceTd"><b>Route</b></td>
<td class="confluenceTd">This column shows the number or location dialled e.g. 07828 123 456.
</td>
</tr>
<tr>
<td class="confluenceTd"><b>Destination</b></td>
<td class="confluenceTd">This is the location name associated with the number dialled. Please note that any number can be customised with its own specific duration in the locations field of the Directory.
</td>
</tr>
<tr>
<td class="confluenceTd"><b>Response</b></td>
<td class="confluenceTd">The response time (in seconds) to inbound calls.
</td>
</tr>
<tr>
<td class="confluenceTd"><b>Duration</b></td>
<td class="confluenceTd">The duration field shows the total time spent on the call in hh:mm:ss format.
</td>
</tr>
<tr>
<td class="confluenceTd"><b>Cost</b></td>
<td class="confluenceTd">This is the total cost of the call. Please note that on multi-national sites the cost would normally be set to appear in local currency.
</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 class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/breadcrumb.png" alt="Breadcrumbs" /> |
Overview
The Random Call Selection report is useful for obtaining a sample of phone calls from across your organisation for the purposes of call auditing and quality control, especially when coupled with the integrated call recording features of TIM. You can annotate, score, or listen to any of the calls that appear in the report's results.
Screenshotmacro URL /download/attachments/2785328/random_call_selection_1.png
Running the report
Click on the Reports tab and select Random Call Selection 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 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 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.
The body of the report consists of a table showing a randomly-chosen summary of calls for the period you selected. Each column header of the table is described below:
| Header | Description |
|---|---|
| Date & Time | The date and time the call started |
| Source | The place from where the call originated |
| CLI | The telephone number of the remote caller, for inbound calls |
Route | The information displayed in this field is determined by the type of call:
|
Destination | The information displayed in this field is determined by the type of call:
|
| Response | The length of time it took for the call to be answered (i.e. the response time) |
| Duration | The duration of the call (in hours, minutes and seconds) |
| Cost | The cost of the call |
To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:
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