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Call Analysis

Overview​

The Call Analysis report breaks down your working day into half-hour segments, providing a clear graphical representation of your outbound, answered and abandoned calls. Call volumes are shown as maximums and averages which can help with staff planning.

Call Analysis

Running the report​

Click on the Reports tab and select Call Analysis 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.

Call Analysis - Running

For more information about parameters, see the Report parameters section.

Creating the report​

When you have configured the report's parameters, click on the Run now button to run the report immediately; alternatively, you can save the report's definition or schedule the report for future delivery.

Call Analysis - Creating

Results​

Below is an example of this report's output in Web format, displaying a breakdown of calls organised in half-hour time slots:

Call Analysis - Web

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.

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 headers of this report are as follows:

Time slot:​

  • The time period to which the other headers' results relate

Missed​

  • Squiggle: The total number of missed calls
  • Max: The maximum length of time a caller waited before abandoning the call (in seconds)
  • Avg: The average length of time a caller waited before abandoning the call (in seconds)

Answered​

  • Squiggle: The total number of answered calls
  • Ring time Max: The maximum length of time a caller waited before a call was answered (in seconds)
  • Ring time Avg: The average length of time a caller waited before the call was answered (in seconds)
  • Duration Max: The duration of the longest answered call (in hours, mins, secs)
  • Duration Avg: The average length of all answered calls (in hours, mins, secs)

Outbound​

  • Squiggle: The total number of outbound calls
  • Duration Max: The duration of the longest outbound call (in hours, mins, secs)
  • Duration Avg: The average length of all outbound calls (in hours, mins, secs)
  • Duration Total: The total duration of time spent on outbound calls
  • Cost Avg: The average cost of all outbound calls
  • Cost Total: The total cost of all outbound calls

To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:

Busy Times - breadcrumb