The information on these pages refers to an older version of Totalview. If you arrived here by mistake, please go to kb.total-view.com. Dismiss this message

Reports

Work and Divisions

With Work and Divisions, the administrator can see how much time each Division has spent on a job in a specific time interval. Select time interval by clicking the date time picker and select from predefined intervals, such as This week, previous week, this month etc.

 

Work and Staff

With Work and Staff, the administrator can see how much time each employee has spent on a job in a specific time interval. Select time interval by clicking the date time picker and select from predefined intervals, such as This week, previous week, this month etc.

 

 

As default the overview is grouped by staff. Another option is to group by Jobs by selecting from the Group by dropdown

 

 

The administrator has the option to compare different jobs to see how much time was spent on each of the jobs.

 

 

By selecting the appropriate jobs and clicking the Show button, you will see how much time each employee spent on these jobs in the selected time interval. In the example below, we compare Administration and Programming.

 

 

As default, the jobs are stacked in the overview.

 

 

Furthermore, it is possible to click e.g. Programming to see specifically what have we been programming. In the example below, we see that Totalview is the software we have spent time on in the specific time interval.

 

 

On every page, the user has the option to save data as PDF or Excel.

Compare

Another feature within the work specification is the Compare function. From the Compare function, the administrator has the option to select different jobs in order to compare how much time was spent on each job in a specific time interval. Just click the Compare dropdown in order to get a list of all the jobs you can choose between.

 

Click the Show button and the graph will show how much time was spent on the jobs selected in the compare matrix.

 

 

The graph can be saved either as PDF or Excel. The Excel report will show a sum of hours spent on the jobs for each day in the interval

 

Work by Time

With Work by time, the administrator can see how much time is spent on different jobs in a specific time interval. Default, the time interval will be this month. It is easy to change the time interval, just click the date time picker and choose between e.g. This week, previous week, this month, previous month etc.

 

 

Work specification

When logging in with admin rights, the user have access to the Work specification statistics. It can be found in the upper left corner of the menu.

The main purpose with the Work specification reports is to be able to measure how time is spent on different projects and jobs. On which projects do the company spend most time etc.

The Work specification is divided into three parts:

  • Work by Time
  • Work and Staff
  • Work and Divisions

Filter series

For every graph you can filter out the series you want to see by clicking on the series’ label. As default the graph shows all series.

View data

For every graph, you can see the data that the graph is built upon. Click the “View data” under the graph to see the relevant data for…

All Call Services (Answering Ratio by Employee)

The Answering Ration by Employee shows the Ratio between answered and unanswered customer and internal calls by employee

All Call Services (Answering Ratio by Availability)

All Call Services (Answering Ratio by Availability)

The Answering Ration by Availability shows the Ratio between answered and unanswered customer calls by availability.

All Call Services (Answered and Unanswered Customer Calls)

The Answered and Unanswered Customer Calls shows the Ratio between answered and unanswered customer calls in the selected time interval.

All Calls Services (Waiting time)

The Waiting Time shows the Time until customer and internal calls are answered. This is the dial-up time before the caller is answered or hangs up.

All Call Services (Answered and Unanswered Calls)

The Answered and Unanswered Calls shows the Ratio between answered and unanswered customer and internal calls in the selected time interval.

All Call Services – Call load

All Call Services refers to both incoming, outgoing, internal and external calls.

Waiting time

The Waiting time menu shows a graph over the waiting time the callers have waited until the call is answered or hung up.
The graph has three series. The first series shows the dial-up time in average. The second show the dial-up time until callers hang up in average. The third shows in average the dial- up time for the worst 5% of the calls that either were answered or hung up.

 

Answered and unanswered calls

For the three main menus, you can see the number of answered and unanswered calls in your organization. The (Un) answered view shows graphs for the (Un) answered calls in total, on a daily basis, a weekday basis and on an hourly basis.

Under Customer Service you can also see answered and unanswered transferred calls. These graphs are shown in total and on a daily basis.

4

Compare

The compare function within the Phone statistics can be used to compare time periods and divisions (custom fields) In the example below we compare the Customer Call Load between divisions Administrations and Support. It is possible to compare time intervals or divisions not both at the same time.

When comparing time intervals, you can compare the selected time interval with e.g. previous period or previous year.

Customer Call Load

For the three main menus (Customer Call Service, Internal Call Service and All Call Service), you can see the load on your organization.
The Call load view shows graphs for the load on an hourly basis, daily basis or all.
If you filter out staff to see additional statistics on the call load on your staff members, both in number of calls and minutes talked. These graphs will show 25 staff members with the biggest call load.




Number of calls are calls and transfers intended to a number, and not necessarily answered by the device.

For example:

  • Calls to number A is forwarded/diverted to B. Counts as call to A.
  • Call transferred to A is forwarded/diverted to B. Counts as call to A.

Minutes talked is time talked on the phone, i.e. when a call is established until the call is either ended or transferred.

for example:

  • Person A calls person B without any transfers. Minutes talked counts from the moment B picks up the phone until one of them ends the call.
  • Person A calls person B. B picks up the phone and transfers the call to C. The minutes talked for B counts from the moment B answers the call until B transfers the call.
  • Person A calls person B. B picks up the phone and transfers the call to C. Minutes talked for C counts from the moment he picks up the phone until the call ends.

Definitions and additional information on the graph

You can see definitions and additional information under the headlines

Filters

With the filters, you can specify the relevant information you want to subtract from the phone statistics. You can filter the date interval, organization entity, weekdays and hours. If your organization’s opening hours is from Monday to Friday from 8:00 AM to 5:00 PM you can filter phone statistics relevant for this interval.

Within the organization filter, you can choose between entire organization, reception desks, staff and divisions. Staff refers to everyone in the organization but reception desk.