The Support Tab Report

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Reporting on Supporting? Look no further!

With the Support Tab Report, you can quickly see who needs support, when and where

In this section we will cover:

Click on a topic to jump straight to it

How much is your Support Center being used?

The Support Tab Report enables you to analyze which users are clicking on the Support Center icon from your LMS as well as identifying from which pages the Support Center is being opened. In this way you can make sure all that juicy information is being used and identify areas of the system which require additional training or support resources.

Follow the steps below to access the Support Tab Report:

1.

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

2.

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

The Support Tab Report can be broken down into 2 sections:

The Support Center Activity section provides a graphical representation of the number of unique users who have accessed 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?

The Support Center access location section provides a list of the most common pages in the LMS from which the Support Center has been accessed. The list provides a clickable url of the webpage and a total number of hits (not users) for each page. As the list is sorted in descending order, it is easy to find out the parts of the system with which your users are struggling the most. To find out more about using this information, jump to Lights, Camera, Action!

And now for the maths…

The Support Center Activity section provides an analysis of the Support Center usage of active users during a specified time period and are calculated using this formula:

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

The Support Center access location section counts every time the Support Center is triggered. A user may open it and close it again, or open it multiple times in the same session. They will all count as a separate hit.

The Urls displayed are clickable so you can jump straight to the place from which most of your users need help.

What options do I have?

The Support Tab Activity section 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 %

This is the default Presentation Option for the report. 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 accessed the Support Center, this will show a percentage of 66.67% when hovering over the point on the graph.

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

My preferred Presentation Option, this provides the data as the actual number of users rather than as a percentage. With this option, it’s easy to see just how many users have accessed the Support Center. 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:

Identify periods of time when support is needed the most

It is normal to see an increase in application usage when it comes to crunch time, and therefore, it’s usually the busiest time for the Support Team. By looking into when different types of users are using the Support Center the most, it’s easy to schedule additional Support and make the whole process smoother.

This report has been run for All users, with Actual numbers shown in a Trend Line graph style.

From these results, we can see that in Week 10, a massive 1400 users accessed the Support Center. All other weeks, less than 600 users were accessing it. Therefore, it might be a good idea to look into providing extra support during this time. We could go one step further and narrow our Start and End dates to find out what times of day these users were accessing the Support Center during Week 10.

Identify places in the LMS where users are struggling

It’s handy to know that users are accessing your Support Center, but it’s also useful to know why! With a list of urls from which the Support Center has been accessed most, you can quickly narrow down where your users are having problems.

To action this information, the easiest way is to log into your LMS. Then copy and paste the url into the address bar to load the actual page in question. There are also certain aspects of the url you can ‘translate’ to get a better understanding. To find out more, go to Guide to Recognition Rules and Context Parameters.

In this example, it appears users are having trouble with a particular course. Analyze the results further to see if this is the only course with which users are struggling.

Watch Support requirements fall

As you continue to improve your Support Center and train your users, we hope the same old questions stop coming up so much. Keeping an eye on this report will allow you to see overall trends in requirement for support over time. We hope that this graph rises with the introduction of the Support Center and falls as users become experts in their own right!

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