<h2>Introduction</h2>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/call_volumes.png" alt="Call volumes" />

<p>The call volumes report provides a clear, graphical and tabular representation of your outbound, answered and abandoned calls, 
broken down into hourly blocks. </p>

<p>The report contains three tabs allowing you to view with a graphical representation of data, more detailed call information or 
just summary information.</p>

<p>There are also three distinct area on the report. The first section shows the entity. The second section shows a summary table with
total calls are shown in the first column and internal and external calls itemised separately in the next two columns. The third section
 shows call details broken down into hourly blocks.</p>

<p>The format will will be determined by whether you've selected the Graph, Details or Summary tab.</p>

<p>Results can be shown as either a value or a percentage using the 'Show values/percentages' toggle link 
on the top right-hand side of the page.</p>

<p>Drill-able links allow you to drill-down into any entity for more information.</p>

</p>

<h2>Understanding the Results</h2>

<p>The call volumes report displays a summary of calls for each entity with total, external
and internal calls shown in a table followed by a breakdown by timeslot. Inbound calls 
are represented in green, outbound in blue and lost in red. This colour scheme applies 
to both the table and timeslot section.</p>

<p>The default report sorts the results in alphabetical order based on entity.  All headers 
are clickable allowing you rearrange the report layout in seconds to sort the calls in ascending
 or descending order based on the header clicked.</p>

<p>The first section shows the entity you are reporting one. The second blue section with the 
title 'Total' shows a table. This table has three columns; Total, External and Internal. The
third section allocates calls by timeslot.</p>

<p>The report has three tabs:- Graph, Details and Summary. </p>

<p>The default web report displays the 'Graph'. This shows a visual representation of all
inbound, outbound and lost calls by time of day. The table alongside simply
represents the same data in tabular form. </p>

<p>You can toggle between displaying call volumes or percentages in the results by
clicking on your preferred option as shown here:</p>

<p> **** SHOW IMAGE OF TOGGLE BUTTON ****</p>

</p>

</p>


<p>....</p>

<p>....</p>

<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" />