The Fields tab allows you to select the fields that are included in your report. You can add and remove fields, change the order in which they are displayed, and change the sort order of each field. You can also apply a group field to the report data to create a Statistic report. This allows you to choose statistics for the report which are then summa- rized by the group field.
The list on the left displays the cur- rently selected fields to be dis- played. Each element of the list contains a description of the field, how the field is sorted (if applica- ble), the position of the field, and the sort order (in brackets). You have the following options:
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NOTE: If you are creating a summary report, the group field is highlighted in blue. The group field must always be the first field in the report.
You have the following options:
• Sort Buttons: The button at the left of each item displays the current sort order of this field, as described below.
The number in brackets to the right of the field (e.g., [1]) indicates the sequence in which fields are sorted. For example, if the list displays No/ID [1] and Calls In [2], the list is first sorted based on the No/ID field and then sorted again based on the Calls In field while maintaining the integrity of the first sort.
To change the sorting order, click the sort button of the field you want to sort and
make your selection from the menu.
• Add: Allows you to add a field by displaying a menu containing various statis- tics. Selecting a statistic automatically adds it to the end of the list, using the defaults for that statistic (see the User’s Manual for a list of possible statistics). • Remove: Removes the selected statistic from the list. Because you cannot
remove the statistic as an option in the Add menu, you are not prompted for a confirmation.
• Move Up/Down: Moves the selected statistic up/down in the list. If you move more than one statistic at a time, the selected statistics are kept in the same order relative to each other.
NOTE: You can remove or move more than one statistic at a time. To select sta- tistics that are displayed next to each other, hold down the SHIFT key while selecting the first and last statistic you want to highlight. To select statistics that are not listed consecutively, hold down the CTRL key while making your selection.
BUTTON DESCRIPTION
This field is not sorted.
This field is sorted in ascending order. This field is sorted in descending order.
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• Group By: Displays possible group fields that you can apply to the report. Select the field that you want to use (a check mark indicates the active group field). If you select a group field that requires additional configuration, such as Start Time, the Group Report By dialog, similar to the one below will appear.
You can edit these options for such group fields by double-clicking the field. By choosing a group field, you automatically create a statistic report; so, any fields that are currently selected that cannot be calculated in the statistic report are removed.
Possible fields in this screen include the following:
— Interval: Enter the interval value and then select the desired units. For exam- ple, to specify an interval of every hour, enter “1” as the interval value and then select Hours as the unit.
— Only use the time, not the date, when grouping: Enable this option to group the statistics on time only, not the date. For example, a call that occurred at 8:47 on September 3 would be considered as a call at 8:47 and grouped as 8:30-9:00 if the interval was every 30 minutes. If you want to group on the date, leave this option unchecked. For example, the same call would be grouped as 8:30-9:00 on September 3.
• Order By: Allows you to select the sort order for the currently selected field. Depending on the current sort order, different menu options will appear that allow you to either add this field as a new field to sort on or to replace one of the existing fields that are being sorted. For every sort order, there is an ascending and descending menu option. You can also choose Don't sort if you do not want to sort this field.
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Filter Tab
The filter tab allows you to specify certain calls to consider in the report (e.g., calls to the Sales Group or calls to mobile phones that cost more than a certain amount). The filter tab also allows you to configure how statistics are calculated, depending on the type of report you are trying to create. This page includes the following fields:
• Filter: Select a filter from the drop-down list. If the desired filter is not available, click Add to create a new filter (see
page 103).
• Calculate Statistics by Trunk
Line: Select this option to only consider the call based on the trunk line where it originated. If selected, the filter will not consider calls that are transferred between different devices. For example, a call that is answered at reception and then transferred to Sales is considered one call. Use this option when running reports for calls into or out of the telephone system that are grouped by telephone number or DID digits.
• Calculate Statistics by Device: Select this option to consider all segments of a call, whether transferred or not. For example, a call that is answered at reception and transferred to Sales is considered two calls. Use this option when running reports for calls to groups or devices.
NOTE: Call Segmentation must be enabled on Call Center Server to calculate statistics by device. You can still choose this option if Call Segmentation is not enabled, but calls will be calculated as if Calculate Statistics by Trunk Line was selected.
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— Only process outbound calls: Select this option to only consider outbound call segments. If you apply a filter that filters inbound calls only, you will fil- ter out all calls.
— Only process answered calls: Select this option to only consider answered call segments. If you apply a filter that filters unanswered calls only, you will filter out all calls.
— Only process calls that were never answered: Select this option to only con- sider the last call segment where the call was not answered (abandoned). If you apply a filter that filters answered calls only, you will filter out all calls. — Only show un-returned abandoned calls (call lists only): Select this option to
convert a normal call list report into an un-returned abandoned call list report. This report will only display abandoned calls that have not subse- quently called again and that have not been called back and answered. — Only process trunk to trunk call transfers: Select this option to only consider
call segments that were transferred to or from an external number. For exam- ple, if a customer calls reception and is transferred to their account man- ager’s mobile phone, both the call from the customer and the call to the account manager will show up as trunk-to-trunk call transfer segments. — Only process outbound calls that have been dialed incorrectly: Select this
option to only consider outbound calls that have not been dialed correctly. If you also choose a filter that only considers inbound calls or answered calls, you will filter out all calls. An incorrectly dialed call is an unanswered call that did not contain enough digits to be a telephone number.
— Only process outbound calls to services: Select this option to only consider outbound calls to services (e.g., the operator, directory inquiries, etc.) If you also choose a filter that only considers inbound calls, you will filter out all calls.
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Miscellaneous Tab
The Miscellaneous tab allows you to configure several other report settings, such as how the report appears on screen and which tariff is used when calculating call costs. This page includes the following fields:
• Tariff: Select the tariff that will be used to calculate call costs. A report can only use one tar- iff at a time when calculating call costs. You can choose a particular tariff for this report t o u s e o r s e l e c t t h e [ U s e default] option. When the default option is selected, the report will use whichever tariff
is currently configured as the default tariff (see page 112). This tariff will also override any tariffs assigned to individual trunk lines.
NOTE: You can use this feature to compare tariffs by duplicating a report and applying a different tariff to the duplicate. You will then have two copies of the same report with different tariffs for each, allowing you to compare the cost of your calls.
• Always show the same record groups in the report: Select this option to dis- play all rows of data, regardless of whether or not there are any statistics to dis- play for that. For example, if extensions 200 and 202 have recently made calls but extension 201 hasn’t, 201 will still appear in the report even though there is no data for it. If this option is not selected, 201 is removed from the report until it experiences activity applicable to the report. When grouping by time, the report will include all time periods in the given range. This can lead to a very large report if you apply this option when summarizing statistics for every half hour over three months because it will create 48 records a day for 90 days.
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• Use a saved copy of the report if the underlying data hasn't changed: Select this option to have Reporter read from the report cache if the report was previ- ously run and the information has not changed. By default, this option is checked and all reports are saved to the report cache and reloaded when necessary. If you disable this option, the report is always recalculated and never read from the cache. It is not recommended that you leave this option enabled.
• Highlight this report in the Report Manager: Select this option to display this report with bolder text in the report list for easier identification.
• Color this report in the Report Manager: Select this option to customize the colors that the report list will use when displaying this report. Once enabled, click Set Colors to display the Report Color dialog, as shown below.
While in this screen, you can configure the following fields:
— Text Color: Select the color to use for the text. To use the default (black), select Use default.
— Background Color: Select the color to use for the background of the report. To use the default (gray), select Use default.
A sample of your choices is displayed in the dialog. Try to choose colors that are easily readable and that do not clash.
NOTE: When an item is selected in the report list, the colors are inverted (i.e., the background color becomes the text color and vice versa).