<h5>Group</h5>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_2.png" alt="Call scoring" />
<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="Call scoring" />
<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_call_scoring.png" alt="Call scoring" />
<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>
<table class="confluenceTable">
<tbody>
<tr>
<th class="confluenceTh" width=122>Filter</th>
<th class="confluenceTh">Description</th>
<th class="confluenceTh">Example</th>
</tr>
<tr>
<td class="confluenceTd"><b>Account code</b></td>
<td class="confluenceTd">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.</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/account_code_exmpl.png" alt="Call scoring" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Call type</b></td>
<td class="confluenceTd">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>.</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_type_exmpl.png" alt="Call scoring" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Carrier</b></td>
<td class="confluenceTd">If you use more than one carrier, you can choose which carriers calls you would like to report on.
<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></td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/carrier_exmpl.png" alt="Call scoring" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>CLI</b></td>
<td class="confluenceTd">The Caller Line Identification (CLI) is the number associated with the incoming call. This is sometimes withheld by the person making the call.
<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></td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cli_exmpl.png" alt="Call scoring" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Cost</b></td>
<td class="confluenceTd">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>).</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cost_exmpl.png" alt="Call scoring" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Destination</b></td>
<td class="confluenceTd">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*"</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/destination_exmpl.png" alt="Call scoring" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Dialled number</b></td>
<td class="confluenceTd">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*"</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/dialled_number_exmpl.png" alt="Call scoring" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Duration</b></td>
<td class="confluenceTd">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>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></td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/duration_exmpl.png" alt="Call scoring" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>LCR code</b></td>
<td class="confluenceTd">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*"</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/lcr_code_exmpl.png" alt="Call scoring" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Response</b></td>
<td class="confluenceTd">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>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></td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/response_exmpl.png" alt="Call scoring" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Start time</b></td>
<td class="confluenceTd">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.</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/start_time_exmpl.png" alt="Call scoring" /></td>
</tr>
<tr>
<td class="confluenceTd"><b>Trunk access code</b></td>
<td class="confluenceTd">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.</td>
<td class="confluenceTd"><img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/trunk_access_code_exmpl.png" alt="Call scoring" /></td>
</tr>
</tbody>
</table>
<h4>Specific Options</h4>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/options_screen.png" alt="Call scoring" />
<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="Call scoring" />
<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="Call scoring" />
<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="Call scoring" />
<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="Call scoring" />
<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.png" alt="Call scoring" />
<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="Call scoring" />
<h2>Creating the report</h2>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/run_report_screen.png" alt="Call scoring" />
<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>
<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>Call scoring - The results</h2>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_scoring_1.png" alt="Call scoring" />
<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>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 of the call scoring report will vary depending on the type of questions used to create your scorecards.</p>
<p><b>Yes/No</b> answers will be shown as two bars with a % allocated against the Yes/No answers.</p>
<p><b>Range answers</b> will show the Minimum and Maximum scores as well as the average score.</p>
<p><b>Multiple choice</b> scores will show the % allocated to each answer</p>
<p>All scores will show the total number of scores the report is based on so you can put the answers into context. </p>
<p>If you would like to go back and view this 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" /> |