Customer Service Reporting (BETA)

Reportal - Customer Service Vu Reporting 

When you log into the Reportal, the new report is shown as follows i.e. OneVuCS. 

NB If when you access the Reportal this tile is grey, not blue it means you do not have the appropriate permission. The permission you need is this one i.e. reporting. I.e. Your user needs to be linked to a Group that has this permission within it:

The reporting is comprised of multiple tabs. We will walk through each of these in turn:

Summary

The summary tab allows officers to see at a glance:

• Contact counts by month (telephone/face to face)
• Contact counts by service area (department) in a donut charge to see the proportion
• Contact counts by location if taking contacts in multiple locations
• There are also 5 high level indicators which show:
  • Total contacts
  • Total contacts by phone
  • Total contacts face to face
  • Top (most contacts done) user
  • Top (most contacts done) service area

There is the ability to filter these by:

• Period of time
• Contact method
• Location
• Service Area
  • Contact Type

The report is illustrated below:

Using the filters it would be possible say to look at all contacts for the past month received:

• By phone
  • In a certain location
    • In a certain service area
      • For a specific contact type

Enabling you to monitor trends/changes as digital transformation is pushed to more service areas.

Like all Reportal dashboard views it is possible to:

a) Click on a section of pie chart to filter all those charts/data areas to reflect that selected. I.e. the following filters the results to those relating to the Annual Billing contact type:

b) Make any of the charts full screen

This is done by clicking the following icon, which appears when hovering over a chart:

The following shows the contact type chart in full screen:

Contacts

The Contacts tab allows officers to see at a glance:

• Average contact duration across all services/methods by month 
• Average contact during by user
• Total number of contacts by user including their average duration

There is the ability to filter these by:

• Period of time
• Contact method
• Location
• Service Area
  • Contact Type

The report is illustrated below:

Location

The location tab allows officers to see at a glance:

• The number of contacts received by location 
• The average contact duration by location
• A heatmap of where citizens making contact are geographically
• A count of contacts by location by service area and contact type

There is the ability to filter these by:

• Period of time
• Contact method
• Location
• Service Area
  • Contact Type

The report is illustrated below:

Service Area

The service area tab is a tabular result that allows you to go into the detail of the average and total duration of all calls filtered by default by service area. 

There is the ability to filter these by:

• Period of time
• Contact method
• Location
• Service Area
  • Contact Type

The report is illustrated below:

Users

The service area tab is a tabular result that allows you to go into the detail of the average and total duration of all calls filtered by default by users. 

There is the ability to filter these by:

• Period of time
• Contact method
• Location
• Service Area
  • Contact Type

The report is illustrated below:

Days

The days tab allows officers to see at a glance:

• The number of contacts received by day of the week by method 
• The number of contacts received by day of the week by location 
• The number of contacts received by day of the week by service area 
• The average call duration by day of the week

There is the ability to filter these by:

• Period of time
• Contact method
• Location
• Service Area
  • Contact Type

The report is illustrated below:

Daily Breakdown

For even more detail the daily breakdown tab allows officers to see at a glance:

• The number of contacts received by part of a day by contact method
• The number of contacts received by part of a day by location
• The number of contacts received by part of a day by service area
• The number of contacts received by part of a day by user

The parts of the day are:

• Before 9am
• Morning 9am - 12pm
• Lunch 12pm - 1pm
• Afternoon 1pm - 5pm
• After 5pm

There is the ability to filter these by:

• Period of time
• Contact method
• Location
• Service Area
  • Contact Type

The report is illustrated below:

Demographics

The demographics tab allows officers to see at a glance:

• The number of contacts received by age group
• The number of contacts received by gender 
• The number of contacts received by whether they do/don't have an email address
• The distribution of contacts geographically 

There is the ability to filter these by:

• Period of time
• Contact method
• Location
• Service Area
  • Contact Type

The report is illustrated below:

Known Issues

As this is a beta, there are some things which we already are aware of and are being worked on / reviewed. These are listed below: