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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

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<a id="Creating the report"></a>

Creating the report

 

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The report's results

 

 

 

 

 

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This

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report

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is

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ideal

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for

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organisations

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where

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seasonal

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fluctuations

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in

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call

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traffic

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occur.

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Running the report

Access the Reports screen, select the Inbound Call Performance report from the list and click on the Run now button.

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A new window will open, allowing you to configure the parameters of your report:

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Select the period for this report

For each report, you must specify a time span that covers the calls you want the report to include. The default reporting period is set to every month of the current year. To specify a different time period, you can enter a different year or select a particular month from the drop-down menu, as shown below:

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Filter the report's results

If your system is set up to log multiple sites, you can select a particular site from the drop-down list. To report on all sites, select the blank line.

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To monitor the call activity for a specific department, select an extension group from the drop-down list, or to report on a single extension, enter the details in the box provided, as shown below:

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You can also choose to report on a single extension by entering the extension number in the box provided. To report on all extensions, leave the box blank to include information from across your entire organisation.

Options

To define your response target threshold(s) enter the values in the

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LabelA Value
and
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LabelB Value
fields. The example below shows response time targets for calls answered below 15 seconds, 15-30 seconds and above 30 seconds.

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Creating the report

When you have selected a reporting period and have chosen the report's criteria, click on the Run now button, as shown below:

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<a id="InboundThe Callreport's Performanceresults" />

<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 call
volumes, answered calls and abandoned calls, broken down by the
thresholds selected.  Each month/day/timeslot is highlighted as a
hyperlink, allowing you to click on each one to drill-down further
and find out the same summary information for each individual period.
 By further clicking on any period, you have the opportunity to view
a fully itemised list of all calls on each day and for each half-hour
time slot, over the period of the report that you selected.</p>

<p>The summary pages show the following information:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Month/day/timeslot</b></td>
			<td class="confluenceTd">Depending on what time period you choose to select, the month, day or timeslot will appear in the first column. By clicking on the hyperlink, you will be able to drill down further to view.</td>
		</tr>
		<tr>
			<td class="confluenceTd table_super_header" colspan="2"><b>Call Volumes</b></td>
		</tr>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Total</b></td>
			<td class="confluenceTd">Shows the total number of calls for the period selected.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Answered</b></td>
			<td class="confluenceTd">Shows the number of call answered for the period selected.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Abandoned</b></td>
			<td class="confluenceTd">Shows the number of abandoned calls for the period selected.</td>
		</tr>
		<tr>
			<td class="confluenceTd table_super_header" colspan="2"><b>Answered Calls</b>  <b class="red">*</b></td>
		</tr>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b><15</b></td>
			<td class="confluenceTd">Displays the number of calls answered in less than 15 seconds, with the percentage displayed in brackets alongside.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>15-30</b></td>
			<td class="confluenceTd">Displays the number of calls answered in between 15 and 30 seconds, with the percentage displayed in brackets alongside.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>30+</b></td>
			<td class="confluenceTd">Displays the number of calls that took more than 30 seconds to answer, with the percentage displayed in brackets alongside.</td>
		</tr>
		<tr>
			<td class="confluenceTd table_super_header" colspan="2"><b>Abandoned Calls</b>  <b class="red">*</b></td>
		</tr>
		<tr>
			<th class="confluenceTh">Column header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b><15</b></td>
			<td class="confluenceTd">Displays the number of abandoned calls that rang for less than 15 seconds, with the percentage displayed in brackets alongside.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>15-30</b></td>
			<td class="confluenceTd">Displays the number of abandoned calls that rang for between 15 and 30 seconds, with the percentage displayed in brackets alongside.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>30+</b></td>
			<td class="confluenceTd">Displays the number of abandoned calls that rang for more than 30 seconds to answer, with the percentage displayed in brackets alongside.</td>
		</tr>
	</tbody>
</table>

<p><b class="red">*</b> The number (and percentage) of calls within the threshold set will be displayed in this field.</p>></a>

The report's results

Below is an example of this report's output:

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The header of the report will display its title, any friendly name you assigned to it, the period of the report and any options you have selected in the report's selection criteria window.

The body of the report consists of a table showing a summary of call volumes, answered calls and abandoned calls, broken down by the target thresholds you have selected. Each period is shown as a hyperlink which, if clicked on, allows you to see the same summary information for a more granular period, or a fully itemised list of all calls on each day and for each half-hour time slot.

The summary information is displayed in a table containing the following information:

Column headerDescription
Month/day/timeslotThe time period of the report
Call Volumes
Column headerDescription
TotalThe total number of calls in each period
AnsweredThe number of answered calls in each period
AbandonedThe number of abandoned calls in each period
Answered Calls*
Column headerDescription
<15The number and the percentage of calls answered in less than 15 seconds
15-30The number and the percentage of calls answered within 15 and 30 seconds
30+The number and the percentage of calls answered in more than 30 seconds
Abandoned Calls*
Column headerDescription
<15The number and the percentage of abandoned calls that rang for less than 15 seconds
15-30The number and the percentage of abandoned calls that rang between 15 and 30 seconds
30+The number and the percentage of abandoned calls that rang for more than 30 seconds
Info

The report will display the number and the percentage of calls according to the target threshold(s) set in the report's selection criteria window.