Search & View Call Reports

1. Click on "Calls" on the left hand menu.
   
2. By default iCarol all recent incoming calls for your agency
   
3. The following viewing options are available on this main Calls page, you can:
   
1. Click on "All Calls" in the box on left hand side of the page to see all calls and to use extended filter options.
   
2. Search for any word or phrase in your agency's call reports using the Basic search tool at the top of the page.
   
3. Click on "Advanced Search" to filter out call reports based on:
   
4. Call report content (selections)
   
1. Time period
   
2. Phone worker
   
3. Caller name
   
4. Report Type/form
   
5. Remember to put a "*" in the search text box titled "word or phrase" if you want to display all your call reports based on the above filter options.
   
5. To see only those call reports that have pending, unread feedback for you, inside the box on the left hand side, click on "My Feedback"
   
6. To see your call reports saved as drafts, click on "Drafts"
   
7. The Alerts section lists any repeat callers who the staff believes need special treatment when they call in. Inside the box on the left hand side, click on "Alerts". In the parenthesis you will see the amount of alerts, clicking on it the name/alias will take you to a page listing comments and instructions about a caller placed on alert.
   
8. Inside the box on the left hand side, click on "Follow up". In the parenthesis next to the follow up text you will see the number of due follow up activities assigned to your name or "anyone". Clicking on follow up will take you to the page of all due and upcoming follow up activities. 
   
9. See call reports that have been marked for others to be aware of. These call reports will be highlighted in yellow on the main calls page.
   
4. Admins can also run reports on call report details using the Statistics and Data Export feature. Look up both areas to learn more.

Troubleshooting: Groups are out of order when viewing submitted contact records

When viewing a submitted contact record, you may notice the Groups (questions) are appearing scattered and in a different order than how they appear when editing the contact record. This is a result of the "Order in tab" values set for the Category (topic) the Groups fall under.

The order in which the Groups appear in a submitted contact record depends on the "Order in tab" value set for the Category the Group falls under. 

To make sure the Groups are appearing in the order you want, you'll need to access the Contact Form Version Editing Tools - Edit Custom Fields page and make sure the following is true:

1. the "Order in tab" value for the first Category in your form (that should appear at the top of the record) is set to the lowest number
   
2. the "Order in tab" value for the last Category in your form (that should appear at the bottom of the record) is set to the highest number
   
3. progressively increase the "Order in tab" value for the Categories that should appear in between; it's a good idea to increase the "Order in tab" value by at least 10 for each Category, making it easier to add additional Categories with the appropriate "Order in tab" value in the future
   
4. each Category has a unique "Order in tab" value
   

For example, if the "Order in tab" values for your Categories are set as follows, your Groups will appear scattered and out of order when viewing a submitted contact record:

People Tab

Contact Demographics = 10

Contact Information = 20

Issues Tab

Presenting Issues = 15

Finish Tab

Outcome = 10

If you set the "Order in tab" values as follows, using the rules outlined above, your Groups will appear in the correct order when viewing a submitted contact record:

People Tab

Contact Demographics = 10

Contact Information = 20

Issues Tab

Presenting Issues = 30

Finish Tab

Outcome = 40

How to use the Advanced Search page

1. Main Calls Page by clicking the ‘Advanced Search’ link in the top right corner of the page, or by enter a word/phrase in the search bar and clicking ‘Search’, or
   
2. From within a new call report by clicking the ‘Search past calls’ link
   

1. If the word or phrase is found in any Profile records, a link will appear directly above any past calls that says ‘Also found in x caller profiles. Click here to view’.
   
2. If the word or phrase is found in call reports, the past call reports are listed on this page for you to review. Notice, if there is a past call report connected to a profile, the caller name will appear as a hyperlink.
   
3. You can choose to click the past call report number link to view the call report, or you can click the Profile link to view the profile record.
   

Note, it’s not uncommon for there to be a situation where you search for a word or phrase that is found in several past call reports connected to a profile, but not found in any profile records. This is possible because the call reports are separate from the profile record, and information in the call report is changed after the profile is connected (or before, depending on your organization settings), the different information in the call report is saved and searchable after the call report is submitted.

For example, let’s say you have a profile for Jane Doe with the phone number 555-555-5555 in it. Jane Doe contacts your organization again, but this time from the phone number 555-867-5309. If your user creates a new call report connected to Jane Doe’s profile, and in that new call report they enter 555-867-5309, when you use the Advanced Search to search for 555-867-5309, only the past call report will appear in the search results; Jane Doe’s profile wouldn’t trigger the link ‘Also found in x caller profiles. Click here to view’ to appear since the phone number isn’t in the profile.

Applying Filters

1. Enter a * in the search bar
   
2. From the drop-down list that currently displays ‘(all categories)’, select the name of the category the question ‘Was the caller pregnant?’ is under
   
1. Tip: in a separate tab, open a new call report to reference if you’re unsure of the category name the question is under
   
3. For this example, we’ll say the category name the question is under is ‘Caller Demographics’, after the category ‘Caller Demographics’ is selected, an additional drop-down list displaying ‘(all sub-categories)’ appears to the right, and another drop-down list displaying ‘(all categories)’ appears below with an ‘AND/OR’ selection before it
   
4. For this example, from the ‘(all sub-categories)’ drop-down list, select the name of the question (group), ‘Was the caller pregnant?’, and another drop-down list displaying ‘(all items)’ appears to the right
   
5. From the ‘(all items)’ drop-down list, select the answer ‘Yes’ and click ‘Search’ to apply your filters
   
6. The past calls appearing in your search results will only include those call reports matching the applied filter