Training Call Centre Reports START support@taskflow.co.za The generic training is based on explanations for basic operating procedures on TaskFlow. Users are encouraged to explore the functions of the system Copying and distribution of this document is strictly prohibited without prior consent from TaskFlow support@taskflow.co.za

INDEX Call Centre Reports Click on a Step to View HOME 1 Open Call Centre 12 Flip Axis 2 Pivot Table 13 Expand all 3 The top row “+” button > Select Month 14 Graph Chart (Stacked) 4 The bottom row “+” button > Select User 15 Graph Chart (Grouped) 5 Explore “+” & “-” 16 Pie Chart 6 Measures 17 Line Chart 7 Choose any extra Measures 18 My Calls > Select User 8 Download “.xls” (Spreadsheet) 19 Call Details > All Calls 9 Filters 20 Call Centre > Customers 10 Group by 21 All Calls > Any User 11 Favourites 22 Download Recording Call Centre Reports

> Open Call Centre The Call Centre can be used to draw up reports for all calling activities. Productivity and analysis can be produced to monitor sufficiency. BACK INDEX NEXT

1 In the header of the column. Click on “+” symbol to open choices on reporting filters 2 The given screen example is not the standard view which you will see opening the Call Centre Application, however, from here understanding can be gained about how the pivot table can be manipulated for export. BACK INDEX NEXT

As soon as the “+” symbol is clicked, a range of options are rolled out by which a choice can be made about the information you would like to summarize. For the purpose of this exercise: After you clicked on the “+”, open “Created on”” On the drop selection choose “Month” BACK INDEX NEXT

When you click on the “Bottom Total” header, the same choices will be available. For the purpose of this exercise: After you clicked on the “+”, click on user BACK INDEX NEXT

The choices provided by the drop down options allow for multiple variations for your analysis. Feel free to experiment and try different combinations. BACK INDEX NEXT

More options are available to include refined data for your pivot table. The Measures will create additional columns under the “Monthly” header, in this case BACK INDEX NEXT

More options are available to include refined data for your pivot table. The Measures will create additional columns under the “Monthly” header, in this case BACK INDEX NEXT

The report you created can be downloaded as a “. xls” file The report you created can be downloaded as a “.xls” file. The file can then be opened and edited in Microsoft excel. BACK INDEX NEXT

Show/Hide Filters Filters allow to ensure exact details you are looking for in the report. Various filtering options mean that exact specification can be met. Feel free to experiment and see what works for you. BACK INDEX NEXT

The “Group by” filter allows a more overall view for your report where data will be shown in a combined format. Custom groups can also be created. BACK INDEX NEXT

When new filters are created manually, they can be saved and be used in the future. BACK INDEX NEXT

Use the Flip Axis to switch columns and rows BACK INDEX NEXT

The “Expand All” icon allows to expand on the data located in the rows. BACK INDEX NEXT

INDEX BACK NEXT Open Pivot View This graph is a visual interpretation of the report in a “Stacked” view BACK INDEX NEXT

Changing the view to “Grouped” allows graph separation for another perspective about the data. BACK INDEX NEXT

A Pie Chart interpretation A Pie Chart interpretation. Moving your cursor (mouse) over the graphs will give “pop-up” information. BACK INDEX NEXT

A Line graph interpretation A Line graph interpretation. These graph examples give good visual indications over the long term BACK INDEX NEXT

INDEX BACK NEXT 1 2 1. Open the “My Calls” menu List of al the calls that the “logged in” user made. In this case, the Administrator. 2. Select a user 1 2 BACK INDEX NEXT

INDEX BACK NEXT 2 Details shown about the call that has been made. Open All Calls 1 BACK INDEX NEXT

“Call Centre” then click on “Customers” BACK INDEX NEXT

INDEX BACK NEXT 1 1. Click on Reports, then click on “All Calls” All the customers listed for the “logged-in” user. 2. Click on any User 2 BACK INDEX NEXT

Call Data form with call recording available for download BACK INDEX END