Statistics Extended

A key feature of Statistics Extended is that it enables users to create reports in different result groupings. All the other functionality is the same regardless of the current report grouping and the content of this guide is applicable for reports in all types of result groupings.

The built in help function

Touchpoint Statistics has a built in help function that gives users easy access to help resources from within the system. By clicking on any of the info icons spread throughout the system a popup will be displayed with information about that particular feature.

 
Some of the help information is presented as inline content in the user interface.
 

Create a report with Statistics Extended

Open Statistics Extended

Go to the Statistics Extended section in Touchpoint Statistics through the start page or through the menu.

Select report parameters

When you enter the Statistics Extended page for the first time you will be presented with the following options.

• Select which period the report should cover and which weekdays that shall be included (From-To tab). Click on the calendar icons to the right of the dates to open a calendar where the dates can be selected. If you want to select a non sequential combination of dates this can be done on the Special tab.
• Select what hours during the day(s) that the report shall include by clicking on the clock icons next to the from and to time fields.
• Select which interval grouping the report initially shall be presented in. The interval grouping can also be changed later on once the report has been created. 

• Select what time format that time values such as call duration´s should be presented in. The default is hhmmss (hours:minuts:seconds)

• Under the additional tab you have the option to change the interval block length for the time grouping. The default time block value is 30 minutes.  
• Select the type of report (Report tab) that you want to create. See the section Report types for more information about the available reports.
• Select the result grouping that the report should be created in. See examples of the different result grouping options at the beginning of this page.
• Click on the icon in the Report targets tab to select the targets for the report (i.e. the numbers it shall include information about).

Select report targets

Under the Report targets tab the numbers that the report should include can be selected. The available targets depends on the type of report selected in the previous step. If a User id report was selected this tab will only contains targets of the type User id etc.

Select one or multiple targets by checking the check box to the left of the objects. To select all at once check the check box at the top..

If there is a large number of objects in the list the filter text box can be used to narrow down the visible objects. Start typing a filter criteria in the text box to automatically hide all objects that does not match the criteria. Note that selected objects are always visible even if they do not match the current filter text.

Once one or multiple targets has been selected (checked) a Create report button will be visible to the right. Click on it to start creating the report. 

The report is now being created. Depending on how long period, how many targets that is included and the number of calls the report will contain it can take a couple of seconds up to few minutes to create a report. If the report takes longer then a few seconds to create a loading page will be loaded that shows the current progress. Once the report creation process is completed by the system the report will be automatically loaded in the user interface. 

Working with a loaded report

When a report has been created it will be loaded in the user interface and additional options will become available in the menu. By default the interval groupings tab will become active and can be used to change the loaded reports current interval grouping. The initial interval grouping is based on the selection made before the report was created.

The available interval groupings depends on the report period. Shorter periods that for example does not span multiple months does not present the Year and month interval grouping alternative etc.

The report is presented both as a charts and as a spreadsheet. Some of the reports has more columns than what is possible to display on the screen at once and it may therefore be needed to scroll horizontally to see them all.
By hovering or clicking on the column names in the charts or in the spreadsheets header row a column description containing information about the content of that column will be displayed. This feature is available for all columns presented in the system.

When the report was loaded in the user interface additional options became available in the menu. This section describes these different options.

Visible columns

Under the columns tab is possible to select what columns that the report shall contain. By clicking on the predefined column combination links at the bottom one of them can be set and then modified further before being applied to the report. Once the desired combination is set the changes will be reflected on the loaded report by clicking on the Update visible columns button at the top left corner.

Create a saved report - (Subscription report)

When a report has been created and then customized it is possible to save it as a subscription report (i.e. template report) that can be created and sent to one or several e-mail addresses by the system automatically at any given time.

Under the Save report tab the settings can be defined by supplying a name, the intended receivers as well as the reoccurring schedule for when the report should be sent and what it shall contain when it is sent. Its also possible to create an inactive report that is not sent automatically but that can be created manually from an archive with the current report settings.

The scheduled times at which the saved report shall be sent can be set to a wide range of combinations for example The first day of every month 08:00 with the Previous month.

Its also possible to select what result and interval groupings the report should be created with.

More information about the different schedule options is available on the following pages.

• • Interval options
  • Schedule options

The last step is to select what format the report should be sent in, depending on the selected format (ex: Excel 2010/2013) different options will be available. Some formats has support for multiple interval groupings. 

The report is saved by clicking on the Save button at the bottom left corner. After a report has been saved it will be loaded in the saved report editor, where additional schedules can be added etc. See the page Working with saved reports for more information about how to handle saved reports..

Export a report to Excel

To export a report to for example Excel go to the Export tab, there its possible to save the report as a file directly from the browser or to let the system send the file as an attachment in an e-mail message to one or multiple e-mail addresses.

An exported report contains the same content and settings that visible and set in the user interface, If multiple interval groupings was selected the Excel export contains one sheet for each grouping. (Note that not all export formats supports multiple interval groupings in a single file).

The Excel export also provides the same column descriptions as the user interface and it is displayed in Excel by hovering the column headers. The column descriptions is also available on the sheet called Column descriptions.

Information about the report

The tab Information about the report contains information about the loaded report and its content.

Show a call specification list

By going to the Call specification tab its possible to view a list of all the calls that is included in the report individually. Due to performance reasons the call specification is only available if the total number of calls in the reports i less than 3000 (incoming and outgoing summarized). To view the call specification for a longer period the report needs to be split into several reports covering shorter periods.