TecRetail by SeteraDesk

Basic Reporting

Overview

Basic Reporting is an easy to use yet powerful report generator that gives you the ability to create reports for your organisation's 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 Basic Reporting

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

• Basic - Go to the Statistics Basics reports.
• Advanced - Go to the Advanced reports. If your account does not have access to Advanced 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 have Advanced Reporting
• Help - Access to the online handbook.
• Account settings - Select the start page for your account.

Differences in Reporting Features

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 Basic report

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

Follow these steps to create a 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 Report “ 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.

Advanced Reporting

A key feature of Advanced Reporting 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

Reporting has a built in help function that gives users easy access to help resources directly 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 also presented as inline content in the user interface.

Create a report with Advanced Reporting

Open Advanced reports

Go to Advanced section in Reporting through the start page or through the menu.

Select report parameters

When you enter the Advanced page 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 time of day the report shall span in the Interval.
• Select which interval grouping the report initially shall be presented in. The interval grouping can also be changed afterwards.
• 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 that you want to create in the Report tab. See the section Report types for more information about the available reports in Meridix Basic.
• 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 depend on the type of report selected in the previous step. If a User id report was selected this tab will only contain 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 are a large number of objects in the list the filter text box can be used to narrow down the visible target. Start typing filter criteria in the text box to automatically hide all targets that do not match the criteria. Note that selected target are always visible even if they do not match the current criteria.

When one or more targets have been selected (checked) a Create report button will be visible to the right, click on it to create the report. 

The report will now be created. Depending on how long period, how many targets that are 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 than 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. 

Work with a loaded report

When a report has been created it will be loaded in the user interface and additional tabs 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 depend on the report period. A shorter period 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 charts and as a spreadsheet. Some of the reports contain more columns than what is possible to display on the screen, therefore you need 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 that are presented in the system.

Additional options will be available when the report is loaded in the user interface. This section describes these different options. 

Visible columns

Under the Columns tab it is possible to select what columns that the report shall include. 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. When you are satisfied with your combinations, click on the Update visible columns button to update the report.

Create a saved report - (Subscription report)

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

On the Save report tab a saved report can be defined by defining 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. It's 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.

It's 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 Excel format different sub options will be available. Some formats have support for multiple interval groupings and charts. 

The report is saved when you click 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 generated to e.g. Excel, go to the Export tab. From there you can 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 was visible and set in the user interface. If multiple interval groupings was selected the Excel export contains one sheet per grouping. (Note that not all export formats supports multiple interval groupings in a single file).

The Excel export contains the same column descriptions as the user interface and it is shown in Excel by hovering the column headers. The column descriptions is also available in a sheet named 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 it's 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.