Access Touchpoint Statistics

When you have ordered Touchpoint Statistics the following steps need to be performed to get access to the system.

1. You will receive an e-mail with details about how to verify your account and create a personal password.
2. Once you have created your password you will be redirected to Touchpoint Statistics log in page.
3. Log in to Touchpoint Statistics with your e-mail address and the password you created in the previous step.

You can change the language of the user interface by clicking on the flags at the bottom.

Overview

Touchpoint Statistics is an easy to use yet powerful report generator that gives you the ability to create reports for your organizations communication. The results can be used to improve your customer service, create better schedules for you personnel as well as help you to communicate more efficiently both internally as well as with external parties.

The start page

When you log in into the system you will be redirected to the start page. From this page you have easy access to the different parts of Touchpoint Statistics.

Click on the start screen icons or use the menu to access the different parts of the system.

Statistics Basic - Go to the Statistics Basics reports.

Statistics Extended - Go to the Statistics Extended reports. If your account does not have access to Statistics Extended it will be displayed as disabled when clicked.

My account - View or change settings for your account.

Saved reports - Go to your saved report archive. Saved reports are only available to users that has Touchpoint Statistics Extended.

Touchpoint web - https://touchpoint.telia.se

Help - Access to the online handbook.

Account settings - Select the start page for your account.

The built in help

The system has help resources integrated directly into the user interface. You can click on any of the information icons  in the system to show a popup with a description about that specific part of the system.

Create a Statistics Basic report

The Statistics Basic reports are designed to be easy to learn and use while fulfilling the most common report requirements. To access the Statistics Basic reports click on the icon on the start page or navigate to the page through the menu.

Follow these steps to create a Statistics Basic report.

Select report parameters

Start by defining the period you want the report to cover. This is done by clicking on the calendar icons to the right of the From and To dates to open a calendar where you can select the dates you want to include. You can change month and year by using the arrows at the top.

Select the time span during the day(s) you want the report to include by clicking on the clock icon to the right.

Under the tab Settings you have additional options for which weekdays that shall be included as well as the format you want time values like call duration's to be presented in.

Select which report you want to create by clicking on the drop down list to view the available reports grouped by the type they target.

Example: To create a User id report, start by clicking on the User id section to display all available reports for the User id type.

When you select a report in the list, the system will load all report objects that is available from your account for that type of report.

If there are a large number of items in the list you have the possibility to narrow it down by using the filter function. Start typing in the filter text box and the visible targets will automatically be limited to the ones that match you criteria. Note that selected items are always visible even if they do not match the current criteria.

When you have selected one or several targets for the report by checking the check box on the left of each items an Execute button will appear.

Click on the Execute button to create the report with the settings defined in previous steps. The report will now be created and you may see a progress message while it is loading if it takes more than a couple of seconds for the system to create the report.

Work with a loaded report

Once the report is created and loaded it will be presented as a chart and a spreadsheet under the Result tab.

Column descriptions

By hovering or clicking on any of the column headers in the spreadsheet or in the chart you will see a description about the content of that report value. This is available throughout the system and is accessible everywhere that report values are presented.

Interval groupings

You can view a loaded report in a different interval groupings by clicking on one of the radio buttons located over the chart. 

By selecting for example weekday you can view the result grouped by weekday instead of by time. The available interval groupings for a report depends on the period that it cover.

Auto update

You can make the system automatically reload the report at a given interval by checking the auto update checkbox once a report is loaded. This will re-create the report at the defined interval automatically with the latest information.

Export a report to Excel or other file formats

To save the currently loaded report as a file for example as an Excel file click on the Export tab and select the export format and select what you want the export to contain.

You can then choose whether you want to save it as a file directly from you browser or if you want to send the file as an e-mail attachment to one or multiple e-mail addresses directly from the system.

The exported files also include built in column descriptions that can be accessed by hovering the column headers or by going to the column descriptions sheet.

More information

This document describes how to create reports with Touchpoint Statistics Basic. By upgrading to Touchpoint Statistics Extended you can get access to additional functionality.

In Touchpoint Statistics Extended you get access to all the features in Statistics Basic as well as:

• More information about the each report types i.e. additional columns and additional reports ex: agents per queue.
• More charts describing different aspects of the report separately.
• Ability to group reports per target and compare them side by side.
• Customize the content of the report to suit your needs and requirements.
• Create saved reports that can be automatically created and sent with your custom content at a user defined schedule.

Contact Telia if you want to upgrade to Touchpoint Statistics Extended.