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Posts Tagged ‘statistical reports’

Our Most Popular Statistical Reports explained

There are a plethora of reports available in the Statistics section of iCarol that can be used to illustrate many different facets of your service. Please see below for further information on some of the most commonly used reports.

One of the most basic reports is the call volume report. It shows how many call reports were submitted during the time frame specified.

iCarol Statistics Call Volume Chart

This report, and any report found in the “Chart Type” menu on the Analysis tab, can be filtered in a number of different ways. The filters available are:

Location – If you enter a specific location or list of locations, the resulting call volume chart will just show the calls from callers located in those locations. If you have a geography based funder who is interested in how many calls you received from a specific area, this filter can assist you in creating a report for the funder.

Time frame – You can enter a very specific time frame for your reports to cover, and you can also change the interval to such options as daily, monthly, hour of the day, day of the week, etc. You can also limit the report to specific days or the week or hours of the day. In this way, you could build a report that showed your call volume during business hours (9am-5pm Monday to Friday), and compare it to the call volume during non-business hours (5pm-9am Monday to Friday plus weekends).

Call Reports and Phone Workers – The Phone Workers drop-down menu will list all the users in your iCarol system. In this way, you could see how many calls each user is submitting. If you use several different call reports in iCarol, you can also user this filter to run call volume reports on just one of your call reports, or any combination of them you wish.

The final filter available is the Call Content Filter. This filter enables you the filter the call volume chart by any piece of data you collect in any of the custom fields on your call reports. You can add up to 5 call content filters. In the chart below, I have filtered to show calls on the topic of Gambling where the caller appreciated the service they received.

iCarol Statistics call content filters

Many clients have managers, board members or funders who are interested to see how many calls are being received in regards to a specific demographic or topic. A pie chart is a great way to illustrate this. When you first select the pie chart from the Chart Type menu on the Analysis tab of Statistics, the pieces of the pie will represent the categories on your call report. You will want to “drill down” into one of the categories to get to the more specific data by clicking on a piece of the pie. The pie chart will then show the groups in the category selected. You will want to “drill down” once more to get to the field level of your call report, where the most specific data is stored.

Here is an example. This pie chart shows the categories in the call report:

iCarol Demographics Pie Chart

I clicked on the “Caller Issues” piece of the pie. This chart shows all the groups in the “Caller Issues” category:

iCarol Statistics Demographics pie chart sub category

Finally, I clicked on the “Addiction” piece of the pie. The chart below shows the specific addiction issues the callers spoke about:

iCarol Statistics Demographics Pie Chart fields

Many iCarol clients track the needs of their callers via the AIRS taxonomy. With the “Needs by Taxonomy” report, these clients can see the most common needs of their callers. This information can be used to ensure call takers are trained appropriately, that appropriate resources to fill these needs are available in the resource database, and even to inform funders and policy makers about the needs of the community.

iCarol Statistics 211 Taxonomy AIRS Needs

The “Count of referrals to resources” chart shows which resources have been referred to the most often. This chart is another way to illustrate the needs of the community and could even be used to illustrate the need for expanded programs and increased funding.

iCarol Statistics Top Resources with most referrals

This is only a small number of the reports available in the Statistics section of iCarol. We encourage you to explore all the reports available and view the tutorial videos on Statistics to learn more. If you have any questions about Statistics in iCarol, please feel free to contact the Support Team at any time.

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New Call Report Form editing tool – Available now!

Starting today, administrators have editing control over nearly all aspects of call report forms. You can add all new categories and sub-categories, and arrange them where you like. Create pop-out categories that only appear when a certain field is chosen on the form. Add new options to your check box and drop down lists, custom order them, and remove options you no longer wish to appear. These tools and more are now at your disposal, giving you more control than ever before. In the time it would have taken to submit a request to make a change, you can now make that change yourself and see the results on your forms instantly. No more wondering what a change will look like — you can see it onscreen and adjust as needed.

Administrators access this tool on the main calls page by clicking a new button called “Manage Call Report Forms” found near the “New Call Report” button.

Manage Call Report Forms

Controls are easy to use and straightforward, with help tips available throughout when you hover over the different controls.

We want to make sure you understand how to use these tools, and so our team has prepared lots of resources for you to use. To get the most out of this new tool, we strongly suggest you read our a downloadable user guide you’ll find after you click the Manage Call Report Forms button, when editing one of your forms.

Call Report Admin Editing Tools Guide

We’ve also added nearly two dozen focused Help Articles located in the Help section. And, beginning with the release of iCarol version 2.25 scheduled for release on Friday, there will be many help videos to watch as well.

Prefer to learn via webinar? We’ll have several available, the first of which is happening this Thursday at 3pm EST. Find out more about what we’ll present and sign up for the time most convenient for you here.

We sure hope you love these new controls and capabilities, and that you’ll find value in being able to make these additions and changes without needing to submit support cases.

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On Deck: New Call Report Form Editing Tool


One of the greatest benefits of using iCarol is the ability to collect important data from the interactions you have with clients. Whether those interactions take place over the phone, via live chat or texting, or even in person, iCarol helpline software helps you collect exactly what you need using our customizable Call Report forms.

For awhile now, those with Administrator security permissions have had access to some tools that let them make some small changes. For example, they can change the name of a category or sub-category. They can also add items to a drop-down or check box list, and deactivate items that they no longer wish to appear. But we understand that many of our users have been eager to control and change even more on their own, without needing to contact our support team.

Graph with magnifying glass

This year our team spent a lot of time planning and mapping out how to give you more controls over Call Report form editing, and we’re excited to say that next week we plan to deploy a new tool which will greatly expand your options, so you, as an Administrator, will be able to edit nearly every aspect of your forms. Add, move, and deactivate categories, groups, and fields. See the impact of rearranging items in real time. Set up your own if-then field relationships.

What will this mean to you? Well, in the time it takes to submit a support request to our support team, you’ll be able to make your own changes. If you need to make timely changes, or changes that need to occur on a weekend or holiday, you’ll now be able to make those changes at those exact times since you directly control them. No more lag time between when you want it and when it’s complete, and no more wondering how it might look. We’ll of course offer short video tutorials and help articles to help you get the most from this new tool. Watch our blog and dashboard for more details, and the launch announcement, next week.

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