1. 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

2. 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

3. > 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.
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4. 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.
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5. 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”
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6. 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
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7. The choices provided by the drop down options allow for multiple variations for your analysis.
Feel free to experiment and try different combinations.
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8. 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
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9. 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
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10. 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.
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11. 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.
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12. 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.
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13. When new filters are created manually, they can be saved and be used in the future.
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14. Use the Flip Axis to switch columns and rows
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15. The “Expand All” icon allows to expand on the data located in the rows.
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16. INDEX BACK NEXT Open Pivot View
This graph is a visual interpretation of the report in a “Stacked” view
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17. Changing the view to “Grouped” allows graph separation for another perspective about the data.
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18. A Pie Chart interpretation
A Pie Chart interpretation. Moving your cursor (mouse) over the graphs will give “pop-up” information.
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19. A Line graph interpretation
A Line graph interpretation. These graph examples give good visual indications over the long term
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20. 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
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21. INDEX BACK NEXT 2 Details shown about the call that has been made.
Open All Calls 1
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22. “Call Centre” then click on “Customers”
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23. 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
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24. Call Data form with call recording available for download
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