The User Activity report will allow you to report on any calls run using account codes. Please note that your telephone system will need to be capable of providing account codes in order to use this feature.
Account codes are normally used when you want to be able to allocate all call made on behalf of a user or client back to that persons bill e.g. a solicitor may be making several calls to different numbers on behalf of a client and answering calls from different people on behalf of the same client or a hospital may provide account code to allow particular user to use any phone on the hospital site and still have calls billed back to their personal account.
Many telephone systems provide the facility to enter in an account code before making a call or during a call. You simply
enter in the account code(s) and the period you are interested in and you can get a detailed list showing all calls made/
and/or received for that account code or group of account codes.
On the screen, click on
in the reports list and then press the
button.
>>> ORIGINAL HTML FOLLOWS >>>
<p>The following report selection criteria window appears:</p> <h4>Reporting period</h4> <p>Every report requires a period to run over. This is generally defined as the "Reporting period".</p> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/period_screen.png" alt="User activity" /> <p>There are several pre-defined periods that can be selected from a simple drop-down list as shown above.</p> <p>The built-in periods are based on a standard Gregorian calendar and are defined as follows:</p> <table class="confluenceTable"> <tbody> <tr> <th class="confluenceTh" width=98>Period</th> <th class="confluenceTh">Description</th> </tr> <tr> <td class="confluenceTd"><b>Today</b></td> <td class="confluenceTd">The start date and end date is set to the current date. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td> </tr> <tr> <td class="confluenceTd"><b>Yesterday</b></td> <td class="confluenceTd">The start date and end date is set to the current date minus one day. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td> </tr> <tr> <td class="confluenceTd"><b>This week</b></td> <td class="confluenceTd">The start date is set to the Monday of the current week, whilst the end date is set to the current day. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td> </tr> <tr> <td class="confluenceTd"><b>Last week</b></td> <td class="confluenceTd">The start date is set to the last Monday, whilst the end date is set to the start date plus seven days. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td> </tr> <tr> <td class="confluenceTd"><b>This month</b></td> <td class="confluenceTd">The start date is set to the 1<span class="exponent">st</span> day of the current month and the end date to today. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td> </tr> <tr> <td class="confluenceTd"><b>Last month</b></td> <td class="confluenceTd">The start date for this period is set in three stages. The day is set to <span class="keyword">01</span>, the month is set to the current month minus one, or in the case of January, it is set to <span class="keyword">12</span>. The year is set to the current year, unless it is a new year, in which case the year is reduced by one. The start and end times are set to <span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td> </tr> <tr> <td class="confluenceTd"><b>This year</b></td> <td class="confluenceTd">The start date is set to the first day of the first month of the current year. The end date is set to today's date. The start and end times are set to <span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td> </tr> <tr> <td class="confluenceTd"><b>All calls</b></td> <td class="confluenceTd">The start date is set to the date of the first call in the database, whilst the end date is set to the date of the most recent call in the database. Times are also set to the times of the first and last calls in the database.</td> </tr> <tr> <td class="confluenceTd"><b>Custom period</b></td> <td class="confluenceTd">Enter the start and end dates and times into the boxes below. The start and end times are linked to their respective dates.</td> </tr> </tbody> </table> <p>If you want to be more specific, you can choose the <span class="keyword">Custom period</span> from the bottom of the drop-down list. This option will allow you to define the start date and end date yourself, as shown below. When you need to be even more specific, you can also choose a start time and end time.</p> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/custom_period_screen.png" alt="User activity" /> <p>When the report is executed, if the user has selected an in-built period, the reporting engine simply substitutes the start and end dates based on the current date and the period the user selected.</p> <p>Once you have set the report's period, click on the <span class="button">Next</span> button to set more of the report's features or select the <span class="button">Finish</span> button to run the report.</p> <h4>What do you want to report on?</h4> <p>In addition to the reporting period, each report offers you the opportunity to define exactly what you want to report on. This is generally a site, group or user.</p> <h5>Site</h5> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_1.png" alt="User activity" /> <p>TIM Plus will allow you to log information from up to five sites. If you want to report on a specific site, select that site from the drop-down list or to select all sites' data, leave it at the default <span class="keyword">All sites</span> as shown above.</p> |
| NOTE: The username and password you have been allocated may mean you are restricted to specific sites or groups. If you have any difficulty accessing other sites or group, please contact your system administrator and check that access has been enabled. |
<h5>Group</h5> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_2.png" alt="User activity" /> <p>There is no limit to the number of groups available on each site. Groups, like sites are available as a drop-down list. You can choose to select a specific group or leave at the default <span class="keyword">All groups</span>. Please note that the drop-down list for each group can only appear if a site has already been selected.</p> <h5>User</h5> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_3.png" alt="User activity" /> <p>Once a site and group has been selected, you can decide whether you would like to report on all users or select a particular user from the drop-down list as shown above.</p> <p>Once you have set the report's entities, click on the <span class="button">Next</span> button to set more of the report's features or select the <span class="button">Finish</span> button to run the report.</p> <h4>Filter call information</h4> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/filter_screen.png" alt="User activity" /> <p>You have the option of filtering the information, based on a number of call filters. These filters allow you to be very specific, when deciding the call information you would like in the final report.</p> <p>If you do not want to select any filters, simply press the <span class="button">Next</span> button to skip.</p> <p>Please find a brief description of all filters below:</p> <h5>Account code</h5> <p>If you want to produce a bill consisting of all chargeable calls made using a particular account code, enter the account code in this filed. To report on more than one account code, simply comma separate.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/account_code_exmpl.png" alt="Account code" /> <h5>Call type</h5> <p>This filter allows you to define the type of call you would like to report on. If you would like to report on all calls, leave at the default <span class="keyword">All calls</span>.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_type_exmpl.png" alt="Call type" /> <h5>Carrier</h5> <p>If you use more than one carrier, you can choose which carriers calls you would like to report on.</p> <p>To report on all calls from all carriers, leave at default.</p> <p>If you only use one carrier, there will be no drop-down list available and no option to choose a different carrier.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/carrier_exmpl.png" alt="Carrier" /> <h5>CLI</h5> <p>The Caller Line Identification (CLI) is the number associated with the incoming call. This is sometimes withheld by the person making the call.</p> <p>You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI by entering the number in here. For example, for calls from Tri-Line you would enter in "02072652600". This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude calls from Tri-Line use "!020726526*".</p> <p>To report on more than one CLI, simply comma separate.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cli_exmpl.png" alt="CLI" /> <h5>Cost</h5> <p>If you want to add a filter for call costs, simply type in the cost you wish to define as shown nearby and add the appropriate above, below and between symbol . This filter accepts range (<span class="keyword">-</span>) and comparison operators (<span class="keyword">></span>, <span class="keyword"><</span>, <span class="keyword">!</span> and <span class="keyword">*</span>).</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cost_exmpl.png" alt="Cost" /> <h5>Destination</h5> <p>If you want to filter calls to a specific destination and that destination has been added to your locations field, simply type the destination in here. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude all calls to France use "!France*".</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/destination_exmpl.png" alt="Destination" /> <h5>Dialled number</h5> <p>To filter calls to a specific number, type the number in the dialled number field. To filter calls to a specific area, a partial number may be entered here e.g. "0033" for calls to France. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude calls to 0207 265, enter "!0207265*".</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/dialled_number_exmpl.png" alt="Dialled number" /> <h5>Duration</h5> <p>To filter call above or below a particular duration, simply enter the number of seconds and the relevant symbol. This filter accepts range (<span class="keyword">-</span>) and comparison operators (<span class="keyword">></span>, <span class="keyword"><</span>, <span class="keyword">!</span> and <span class="keyword">*</span>).</p> <p>In the example nearby, the filter will look for calls above 1800 seconds (30 minutes). Alternatively you may want to exclude calls below a certain threshold e.g. below 3 seconds.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/duration_exmpl.png" alt="Duration" /> <h5>LCR code</h5> <p>If you are using Least Cost Routing (LCR), you may want to filter by LCR code in order to check a bill from your LCR provider. To do this simply enter the LCR code in the LCR field. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude a specific LCR code, simply add as follows "!162*".</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/lcr_code_exmpl.png" alt="LCR code" /> <h5>Response</h5> <p>This filter allows you to filter based on the response times to calls. You have the option of filtering for calls above or below a threshold. You can define this threshold in the box alongside.</p> <p>The figure relates to seconds. e.g. the example nearby shows 10 seconds. By selecting from the drop-down list, you will be able to filter calls that took more than 10 seconds to answer or see calls answered in less than 3 seconds.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/response_exmpl.png" alt="Response" /> <h5>Start time</h5> <p>This filter allows you to filter calls based on the start time. This is the time of day when the call started in the format <span class="keyword">hh:mm:ss</span>, e.g. if you want calls after 8 a.m. only, then enter the start time in as "08:00:00" as shown nearby.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/start_time_exmpl.png" alt="Start time" /> <h5>Trunk access code</h5> <p>If you want to filter by Trunk access code, simply enter the Trunk access code in this field. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>. The <span class="keyword">*</span> is not needed if it's an exact match, so the 9 for TAC should just be "!9", e.g. to exclude all calls with access code 9, add "!9" to the TAC field.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/trunk_access_code_exmpl.png" alt="Trunk access code" /> <h4>Specific Options</h4> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/options_screen.png" alt="User activity" /> <p>This section allows you to add more specific filters to your report. The filters are fairly self-explanatory. If you would like to exclude weekend calls from the report, simply tick the option to exclude weekend calls. If you would like to ignore missed calls shorter than a specific duration, simply enter the duration in the box. In the example above, a filter has been added to exclude weekends and any calls shorter than 3 seconds.</p> <h5>Exclude weekends</h5> <p>This option gives you the option of excluding weekend calls from any results shown. If you would like to exclude weekend calls, simply select the tickbox to exclude weekend calls.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/weekends.png" alt="User activity" /> <h5>Exclude transfers</h5> <p>Select this option if you would like to exclude transfers when running a report. For example if you were running an incoming call analysis report and wanted to see only how well calls were answered when first presented, you would choose the option on excluding transfers.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/transfers.png" alt="User activity" /> <h5>Don't replace numbers with contact names</h5> <p>Tick this option if you do not want dialled numbers, CLIs and account codes replaces with their named equivalents, as they are defined in your web user's contacts list(s).</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/numbers.png" alt="User activity" /> <h5>Sort order</h5> <p>Choose whether you would like the results of the report to appear in ascending or descending order, by selecting from the drop-down box.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/sort_order.png" alt="User activity" /> <h5>Sort results by</h5> <p>You may choose the order in which results are sorted by selecting the appropriate option from the list shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/sort_results_user_activity.png" alt="User activity" /> <h5>Ignore missed calls shorter than</h5> <p>If you would like to exclude short calls from your report, enter the duration below which you'd like to ignore calls. If you would like to exclude very short calls, e.g. calls below 3 seconds, simply enter the number '3' in the box, as shown here.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/ignore_missed_calls.png" alt="User activity" /> <h2>Creating the report</h2> <p>When you have chosen a reporting period, and are happy with your selections, you have two options:</p> <ul> <li>Run the report now</li> <li>Schedule for future delivery</li> </ul> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/run_report_screen.png" alt="User activity" /> <p>To choose your preferred option, select the appropriate button.</p> <p>If you choose to run the report now, click the <span class="button">Run now</span> button. The results will appear immediately in your chosen format.</p> <p>To schedule the report for delivery at a later date, follow the instruction given on the <a href="Schedule a report">Schedule a report</a> section.</p> <h2>User activity - The results</h2> <p>When selecting <span class="reference">Web</span> as the output format, this report will appear as below.</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>As with all reports, the header of the report includes the report title, any name you may have given to it, and the date and time it was run.</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.</p> <p>The results displayed will vary depending on whether you are reporting on site, extension group or user. A selection of results for all are shown below:</p> <h4>Site level</h4> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/user_activity_3.png" alt="User activity" /> <p>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_plus/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_plus/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_plus/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> <h4>Extension group level</h4> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/user_activity_4.png" alt="User activity" /> <h4>Extension level</h4> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/user_activity_5.png" alt="User activity" /> <h4>Individual user level</h4> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/user_activity_6.png" alt="User activity" /> <p><p>The headers of this level are as follows:</p></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">Shows the date and time the calls was started.</td> </tr> <tr> <td class="confluenceTd"><b>Source</b></td> <td class="confluenceTd">Details of where the call originated.</td> </tr> <tr> <td class="confluenceTd"><b>CLI</b></td> <td class="confluenceTd">Shows the caller line identity of the incoming call.</td> </tr> <tr> <td class="confluenceTd"><b>Route</b></td> <td class="confluenceTd">Shows the number that was dialled, in the case of an outgoing or internal call.</td> </tr> <tr> <td class="confluenceTd"><b>Destination</b></td> <td class="confluenceTd">For outgoing calls, shows the destination of the call; for other calls, shows the type of call, e.g. unanswered, abandoned, internal, feature call.</td> </tr> <tr> <td class="confluenceTd"><b>Response</b></td> <td class="confluenceTd">The response field shows the length of time it took before the call was answered i.e. the response time.</td> </tr> <tr> <td class="confluenceTd"><b>Duration</b></td> <td class="confluenceTd">Shows the duration of the call in hours, minutes and seconds.</td> </tr> <tr> <td class="confluenceTd"><b>Cost</b></td> <td class="confluenceTd">Shows the cost of the call.</td> </tr> <tr> <td class="confluenceTd"><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/recording_button.png" alt="Listen to the recording button" /></b></td> <td class="confluenceTd">Shows only if there is a recording associated with the call. To play, simply click on this icon.</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_plus/breadcrumb.png" alt="Breadcrumbs" /> |