The Assisted Support Report

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How many phonecalls do you get per day?

Find out how your users are asking questions with the Assisted Support Report

In this section we will cover:

Click on a topic to jump straight to it

 

How are your users contacting Support?

The Assisted Support Report enables you to analyze which method of contact users are selecting from the Support Center.   You can easily compare the number of emails, phonecalls and chats created over time for specific users. In this way you can identify types of users who are contacting the Support team more often and when the highest volume of requests occur.

 

Follow the steps below to access the Assisted Support Report:  

1.

Open up the EesySoft web application and log into the relevant environment.

   

2.

Click on the Support Reports section to find the Assisted Support Report, OR access it directly through the orange menu panel on the left of the screen.

 

The Assisted Support Report provides a graphical representation of the number of unique users who have selected a Contact Option through the Support Center over time. Hover over a point on the graph to see the figure represented.   The results shown are dependent on the Selection Options at the top of the report. To find out more about these, jump to What options do I have?  

And now for the maths…

The Assisted Support Report section provides an analysis of the number of unique users to select each Contact Option compared with the number of active users in the LMS during a specified time period. To find out more about Contact Options, please go to Guide to the EesySoft Support Center.    

The results are calculated using this formula and can be presented in a number of ways determined by the Selection Options that are set. Keep reading to find out more!

 

What options do I have?

The Assisted Support Report has a number of Selection Options which determine it’s content and presentation. This, in turn, impacts the data presented in the graph.   They are:

 

Click on a Selection Option to jump straight to it.

Role Category

Role Categories allow us to group users into 3 types:

 
  • Student
  • Instructor
  • Staff
 

The available selection for Role Category is dependent on the selected Reporting Template If the Reporting Template is assigned to a single Role Category, only this Role Category will appear available. If the Reporting Template is assigned to All users, all Role Categories will appear available.   To find out about changing the assignment of a Reporting Template, please go to What is a Reporting Template and where do I find it?

 

Back to the top of the Selection Options section.

Role

If you’re not sure what we mean by Role, please go to User Groups, Roles and everything in between.  

The Role Category must be selected before the Role to effectively filter the data.   Roles allow us to filter further on the specific users to be included in the results. If you would like to use these in a particular way, please contact us.  

Back to the top of the Selection Options section.

Start Date & End Date

The reports automatically run for the last 3 months. However, the date parameters can be extended or shortened using the calendar icon next to the Start Date and End Date fields.     The report will return data from 12am on the Start Date until 12am on the End Date. This means the report will not contain results for the date entered in the End Date field. To view live results, enter tomorrow’s date in the End Date field.  

The scale of the x-axis will change depending on the number of days on which you want to report:

  • A period of <7 days shows results on a 6-hourly basis.
  • 8-30 days shows results on a daily basis.
  • 31 days – 8 months shows weekly results based on week numbers.
  • 8 months – 2 years, 7 months shows monthly results.
  • Over 2 years and 7 months and you get yearly results.

 

Back to the top of the Selection Options section.

Presentation

There are 3 options for definition the style of calculation result:

 
  • Fixed %
  • Scaled %
  • Actual Numbers
 

Let’s see what they do.  

Fixed % The Fixed % option shows the calculation as a percentage of the total active users for the selected time period, rounded to 2 decimal points. For example: If 2 out of the 3 active users have selected a Contact Option from the Support Center, this will show a percentage of 66.67% when hovering over the point on the graph. With the y-axis spanning from 0% to 100%, this selection is not usually very useful in this report.  

 

Scaled % The data shown is the same as in the Fixed % view (see above), but this Presentation Option will zoom into the graph, taking your usage peaks into consideration. Therefore, it is great when dealing with small changes in activity. 

 

Actual Numbers This is the default Presentation Option for the report and my preferred Presentation Option. This provides the data as the actual number of users rather than as a percentage. With this report, we can see the actual number of users who have made a phonecall and sent an email. In the graph, the y-axis will adjust to cover the maximum number of unique users active in a particular week (or x-axis segment).  

Back to the top of the Selection Options section.

Graph Type

This option can be set as follows:   Trend Line

This Graph Type show the number of unique users who trigger the Tool during each x-axis time unit, or week. Cumulative

This Graph Type gives you an idea of how many users in total have used the Tool over time. If a new unique user triggers the Tool, the line will rise. If a user who has already triggered the Tool does so again, the line will not.

   

To see an example of interpreting data using the Trend Line and Cumulative options, please go to The Tool Adoption Report Presentation section.

 

Back to the top of the Selection Options section.  

Lights, camera, action!

There are many ways this information can help you out. Here are just a few ideas:  

Promote preferred contact methods

Is the phone ringing off the hook in your office? Do you have a system for logging Support requests? Or perhaps you have Chat software that isn’t being used. From this report, you can easily analyze what method particular groups of users are selecting to contact you and therefore target your preferred contact method to these people.

 

This report has been run for users with a Student Role, with Actual numbers presentation shown in a Cumulative graph style over a month.

 

From these results, we can see that only a very small number of users have selected a Contact Option from the Support Center. Great news! We can also see that both available Contact Options (Phone and Email) are being selected equally by these users.   Let’s compare this to users with an Instructor Role.

 

Here we can see that a larger proportion of instructors appear to prefer contacting Support by phone. Therefore, promoting the contact method of Email to Faculty would seem the most effective place to start.

 

Identify times when users need Support

Nobody should work 24/7 but how can you figure out how to use your time effectively. We can use this report to identify times when users commonly get in touch, whether its 7am or 7pm.   From the above report, we can see that both students and instructors contacted the Support Team through the Support Center the most on the 8th February. Let’s zoom in to take a closer look.

 

This report has been run for All users, with Actual numbers presentation shown in a Trend Line graph style over a day.   Here we can see the calls broken down over the hours of the day. It appears that the earliest call was at 8am and the latest at 8pm. From this you may decide to nominate a member of the team to be on-call during these hours.

 

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