iCarol offers multiple ways for you to retrieve the data you put into your system. You can use our Statistics area to access dozens of available-on-demand charts and graphs that present information that our clients most commonly need to meet their reporting requirements. You can also apply numerous filters to these reports, drilling directly in to uncover the desired information. This area is a sufficient source of information for most of your basic reporting needs.
But, we understand that others may want or need to run cross tabulations, pivot tables, or otherwise customize their reporting experience a bit further. Our users can extract their raw data files for further analysis in external programs like Microsoft Access or Excel, or simply export the data for offline storage. These data tables contain every last detail about activities like your shifts, volunteer and staff profiles, the records in your resource database, and contact records including the data from contact record text entry fields, among other activities.
Our philosophy is this: The data you put into iCarol is YOUR data— we are simply the stewards of it by keeping it stored and protected for you, and so of course you should have access to it as needed. Many of our users choose to go to the Admin Tools area of iCarol to export this data on a regular basis. However, this does require taking a few steps to initiate the download, then waiting for the export to complete before you can begin your analysis.
We’ve created an enhancement to the Admin Tools export area: Scheduled Exports. Using this feature, our users can schedule an automatic export to occur. This export can be delivered in your iCarol system just as the manual exports, or you can set a path to a S/FTP that you’ve provided for this data to be delivered to.
Each iCarol customer is allotted one free monthly scheduled export to use in their system.
This feature is also available as a subscription — you may add on several scheduled exports to your iCarol system for a nominal monthly cost. When you subscribe to this feature, you may choose from multiple time frames for the scheduled exports to occur: Weekly, Monthly, Quarterly, or Annually. If you find yourself needing to export information on a repeat basis throughout your reporting cycles, having these files exported automatically is a convenient and time-saving solution.
To add your free monthly scheduled export, log into iCarol and navigate to the Help area to read our detailed Help Articles with step-by-step instructions (simply search for “Scheduled Export”).
And, if you want to save even more time and have more exports automatically delivered on a recurring basis, open a case with the Support Team to get started!
Happy Pi Day! What’s that exactly? Remember geometry and learning about finding the area and perimeter (aka circumference) of circles? To get your calculation correct, you need Pi in your equation. You might also see pi as the Greek letter “π”. It’s the ratio of the circumference of a circle to its diameter — which is always approximately 3.14159… (it’s actually been calculated to over one trillion digits beyond the decimal point!).
In the US and some other countries we write our dates in a MM/DD/YY format so today, March 14th, is 3/14 — Pi Day! And even though most other countries write their dates in a DD/MM format, today is generally accepted as Pi Day worldwide since there are only 12 months. If you’re nerdy like me, you can read more about Pi Day here. Yes, it’s a real thing. Yes, it has its own website.
In honor of Pi Day, here are 3 interesting uses of pie charts in iCarol.
1. A Bird’s Eye View
Use Pie Charts to give you a sort of broad overview of how the numbers or percentages are shaping up for a certain sub-category of your contact form. Or, use it as an overview of your location breakdowns.
In the Analysis tab of Statistics, when selecting Chart Type, you have two Pie Charts to choose from, either Caller Issues and Demographics (which will start by showing you all the Categories on your contact form) or Caller Location.
The resulting charts are below. If you selected the Caller Issues and Demographics chart you get this broad overview of your contact form Categories.
And if you selected the Location pie chart you’ll see a high level look at the geographic location entries.
2. Drill down to get more detail
Once you’ve got that high level pie chart available, you can click on pieces of the pie to drill into the data below. Drilling into a Category will then show you the sub-categories that are available. These sub-categories are the Groups or questions asked within each category on your contact form. On a location chart, drilling into the State or Province piece of the pie will show you the county level information.
If we take our Caller Issues and Demographics chart above and drill into the mauve colored “Issues” category, we’ll see the Issue choices of sub-categories.
If we click on the “Mental Health/Counseling” piece of the pie, we’ll drill down to the lowest available level, which are the field choices or answer options within that sub-category. These are the items you may find in the drop-down or list of check box choices on the contact form.
As mentioned, if you drill further down into the location pie chart, you’d get the counties breakdown. So if I click on Nevada, I’ll see the Nevada counties chosen.
Clicking on Eureka county shows me how the city numbers shape up for that county.
3. Percentage vs. Count
Remember if percentages aren’t really your thing and you’d like to see a count instead, just click the “Total Count” option for any of the pie charts shown.
Now that I’ve told you a bit more about pie charts in iCarol, I suggest you go celebrate Pi Day in the truly best way possible — enjoy a piece of real, edible pie.
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.
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.
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:
I clicked on the “Caller Issues” piece of the pie. This chart shows all the groups in the “Caller Issues” category:
Finally, I clicked on the “Addiction” piece of the pie. The chart below shows the specific addiction issues the callers spoke about:
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.
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.
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.
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.
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.
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.
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.
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.