teleservice communications tracking

Teleservice Communications Tracking

Once you've had a member of our Success Team activate either or both of these features for you, follow the steps below to add one or both of these features to multiple Reporters at once (as opposed to turning on the feature in each Reporter's profile one-by-one).

You have two options for mass-updating:

• Option A: Update accounts from the Report Preview table.
• Option B: Update accounts by importing an Excel file.

Option A: Update accounts from the Report Preview table.

1. On the left-hand side of your Mission Control, click Reporters, Staff, & Sites.
    
2. On the right, click Manage reporter accounts.
     
3. Towards the top-right, use the More drop-down menu to select Export Reporters.
     
4. Organize your roster By Reporters' Names, choose the group of reporters you need to update, and then on the right click the Select Fields to Include button.
   
   
5. Open the Timesheet Settings panel.
   
   
6. Select the fields you want to assign to people (e.g., "Track Teleservice", or whatever you named the fields).
   
   
7. In the report preview table at the bottom of the screen, click the pencil icon that shows up when hovering over the field to assign each relevant reporter to the option.
   
   
8. That's it!
   
    

Option B: Update accounts by importing an Excel file.

1. On the left-hand side of your Mission Control, click Reporters, Staff, & Sites.
    
2. On the right, click Manage reporter accounts.
     
3. Towards the top-right, use the More drop-down menu to select Export Reporters.
     
4. Organize your roster By Reporters' Names, choose the group of reporters you need to update, and then on the right click the Select Fields to Include button.
   
   Choose the following fields:
   
   Name & Contact Details panel
   - First Name
   - Last Name
   - E-mail
   
   TimeSheet Settings panel
   - Track Teleservice? (Or whatever you named this field)
   - Or, any other Audit Trail Tracking options you've asked us to add for you 
   
   
5. Above the table where your reporters are listed, click Export.
   
     
6. Open the Excel worksheet.
    
7. Delete rows 1, 2, 4, 13, and 14. You should be left with following.
   
   
   
   
8. Next, clear the content under the headers in columns D and F and enter "TRUE" for any reporter that needs the Audit Trail Tracking need turned on. (You can level fields blank that aren't relevant to reporters.) Like this:
   
   
   
   
9. Save the Excel worksheet to your desktop (or another easy to find spot). Now, we'll import the updates.
   
   
10. On the left, in your Mission Control, click Reporters, Staff, & Sites.
    
    
11. On the right, click Manage reporter accounts.
    
    
12. On the right, in the More menu, select Import Reporters link.
    
    
13. At the top of the page, under the section called Import Reporters, use the Choose File button and grab your recently saved Excel worksheet.
    
    
14. Click Upload Excel File.
    
    
15. Next, map your fields to the fields available in your Impact Suite (in both Standard and Custom Panels).
    
    
    
16. Once you have mapped your fields,click the Preview Import button to move to the next step.
    
    Note: if there are Excel columns or Impact Suite fields that you have not mapped, you will get a message from the system. You can click Skip and Import.
    
    
17. Now you will have a chance to Preview Import.
      
    This is a good opportunity to make sure you properly mapped your template. If you find issues you can use the Map Fields back-button to correct any mistakes.
      
18. Once you’re satisfied with your preview, proceed to Perform Import.
    
    
19. Because we're updating previously enrolled reporter accounts, you'll see a Pre-existing Records message.
    
    Choose Update duplicates with Excel data.