Statistics Overview and Reports

Statistics Overview and Reports

What is Statistics?

Statistics is where you will find predefined charts that allow you to report real-time on various areas of your iCarol system. To access the Statistics area of iCarol, click ‘Statistics’ in your left side menu.
  1. By default, only Admin and Supervisor level users can access Statistics; other users can be granted permission from an individual’s vols-staff profile Advanced Security Settings page
  2. These are real time online reports that can be exported to your computer and most of them have a presentation ready graph
  3. Note that all the information in your iCarol system can also be directly exported to excel; read this help article for more information
Depending on the features available in your iCarol system, the Statistics page will have the following areas listed at the top:
  1. Analysis: detailed reports available to analyze various data points collected within your contact records (call reports), reports available include:
    1. Incoming Calls: Count of Calls, Total Call Length, Average Call Length
    2. Caller Issues and Demographics: Ranked Bar Chart, Pie Chart, Summary Report
    3. Caller Needs Based on Taxonomy: Needs by Taxonomy, Needs by Taxonomy and Agency, Needs by Taxonomy Agency and Program, Unmet Needs by Taxonomy with Reasons, Unmet Needs by Location, AIRS Problems Needs
    4. Resources and Referrals: Count of All Referrals on Calls, Calls with At Least One Referral, Count of Referrals to Resources, Resources Added or Updated
    5. Caller Location: Pie Chart, List of Locations
  2. Calls: high level reports related to your contact records in regard to ‘Call Location’ and ‘Repeat Caller’, reports available include:
    1. Call Location:  This report displays the count of calls for the top 100 geographic locations
    2. Repeat Caller: This report displays a count of contact records without a selected Profile, with a selected Profile (Repeat) and a count of unique Profiles
  3. Follow ups: reports related to the follow-up activity area (Finish tab) within your contact records, reports available include:
  4. Outbound
  5. Staff-Volunteers: reports related to your vols-staff, reports available include:
  6. Shifts: reports related to the Shifts in your system, reports available include:
  7. Resources: reports related to the Resources in your system, reports available include:
  8. Public Resources: reports related to Public Resource Directory 1.0 (PRD 1.0), reports available include:
  9. Messaging: high level reports related to Messaging, reports available include:
  10. Outreach: reports related to Outreach completed by your organization, reports available include:
  11. Security: reports related to the Security of your organization, reports available include:

Analysis Area

Overview of Statistics Analysis Area

The Analysis area of Statistics is where you will find reports and charts for the following areas of iCarol:
  1. Incoming Calls (Contacts): high level reports on the volume and duration of your contacts (Count of Contacts, Total Contact Length, Average Contact Length)
  2. Caller Issues and Demographics: detailed reports related to the custom categories, groups, and fields within your contact records (Ranked Bar Chart, Pie Chart, Summary Report)
  3. Caller Needs based on Taxonomy: detailed reports related to needs and taxonomy terms designated within your contact records
  4. Resources and Referrals: detailed reports related to referrals to resources within your contact records, and high level reports about resources added or updated
  5. Caller Location: detailed reports related to the locations documented within your contact records
The following features and tools are available for most charts in the Analysis area of Statistics:
  1. Filters: Location, Time Frame, Call Report and Phone Workers, and Call Content Filters can be applied to any chart in the Analysis area; after choosing your Chart Type, apply as many or as few filters as you wish to further refine the data appearing in the selected chart type
  2. Saved Charts: create a saved chart so your chart and filter selections can be quickly applied again in the future; follow the on screen instructions to create a Saved Chart
  3. See the actual Call Reports for this data link: if the Filters you've applied in Statistics are also available in the Call Reports Advanced Search page, clicking this link will bring you to a Call Reports Advanced Search with the same filters applied.
  4. Export to Excel: data from the chart can be exported to Excel for further analysis by clicking the Excel icon at the bottom of the page
To create any chart in the Analysis area of Statistics, complete the following steps:
  1. Click 'Statistics' in your left side menu
  2. The Analysis page loads by default; at the top of the page, click the 'Chart Type' link and select your desired chart
  3. Set your Location, Time Frame, Call Reports and Phone Workers, or Call Content Filters as you wish, or leave the default settings selected
  4. Click 'Update Chart' and notice the page reloads with the Filters (if any) applied to the Chart Type you selected
If you chose to apply any Filters to the Chart, notice the data appearing in the selected Chart is limited to only include contact records meeting the filter criteria you selected.

Understanding Statistics Analysis Area

Filters

The following Filters are available to apply to the various Statistics Analysis area Chart Types:
  1. Location: choose one or more locations to include in your selected chart, or leave the default selection to include all locations
    1. You can choose to add a specific zip code by typing the location in the 'Postal' text box, or you can choose to add a larger area (ex. State/Province, City, etc.) using the drop-down lists; after you've selected or entered your desired location, click the 'Add this location >>' link to add the location as a filter
  2. Time Frame: choose the time frame you wish to include in your selected chart 
    1. From - Until dates: by default the previous month is selected; use the date picker tool by click the three dots next to each date field, or manually type in your desired date range
    2. Days and hours to include: use the available check boxes if you wish to only include call reports for certain days or hours (ex only show weekends 8am-12pm)
    3. Interval: display data by: hour of the day, day of the week, day of the month, month of the year, daily, shift, call length; this Filter only applies to chart types under 'Incoming Calls'
  3. Call report form: use the check boxes to choose to include data for one or more call report forms to include in your selected chart; by default all call reports in your system are selected
  4. Phone worker: use the drop-down list choose to only include data for a specific phone worker (vols-staff) in your selected chart; by default all vols-staff are selected
  5. Referred Resources
  6. Call Content Filters: use the drop-down lists that correspond with the custom Categories, Groups, and Fields in your contact forms to filter your selected chart to only include call reports that match this filter; see below for more information on how to use this filter
To apply any of your selected Filters:
  1. Follow the instructions above to set your Filters as desired
  2. Click 'Update Chart' - this step is most important, otherwise you're Filters are never applied to the selected chart
The following are points to consider when using the Filters:
  1. You can choose to use the default settings for the Filters, or customize the filters to meet your reporting needs
  2. If you click the link at the bottom of the page to 'See the actual Call Reports for this data', keep in mind some filters are only available in Statistics (ex. Location) and therefore won't be applied to the Call Reports Advanced Search when you click that link
The following are points to consider when using the Call Content Filters; using these filters allows you to narrow your chart to only include data for call reports where specific Categories, Groups, or Fields have been selected:
  1. First, use the drop-down list 'All categories' to choose a Category from your call report (ex. Contact Information)
  2. After you choose the Category another drop-down list appears, 'All sub-categories' - if you leave 'All sub-categories' selected and click 'Update Chart', your chart is filtered to only include call reports where at least one Group under the Category has any answer entered or selected
  3. To further filter your chart, use the 'All sub-categories' drop-down list to select a Group under that Category (ex. Age Range)
  4. After you choose the Group another drop-down list appears, 'All Items' - if you leave 'All Items' selected and click 'Update Chart', your chart is filtered to only include call reports where the Group has any answer selected
  5. To further filter your chart, use the 'All items' drop-down list to select a Field under that Group (ex. 18-25)
  6. Click 'Update Chart' and your chart is filtered to only include call reports where the Group has a specific answer selected (ex. Age Range = 18-25)
  7. At any point, you can click the button under the Call Content Filters to 'Add another filter'
  8. If you choose to add more than one Call Content Filter, pay close attention to your choice for 'AND' vs 'OR', using the following guidelines:
    1. If you choose 'AND', that is saying look for all contact records where Filter 1 AND Filter 2 are both selected; for example, 'Age Range = 18-25' AND 'Contact Type = Phone' would find all contact records where '18-25' AND 'Phone' were both selected, in the same contact record
    2. If you choose 'OR', that is saying look for all contact records where Filter 1 OR Filter 2 are selected; for example, 'Age Range = 18-25' OR 'Contact Type = Phone' would find all contact records where either '18-25' OR 'Phone' were selected, in any contact record. This means a contact record where 'Age Range = 0-17' would be included, as long as 'Contact Type = Phone'
Notes
Troubleshooting: Call Report information does not show up in statistics
There are two reasons for why call report data does not show up in statistics.
  1. The data input was in form of a free text. Free text in a call report cannot be consolidated and therefore cannot show up in statistics. If you want to see free text data entered in call reports either view call reports online or do a data export of your call report information.
  2. The list selection may not have the setting for 'include in Statistics' enabled. 
You can correct that as follows:
  1. Click on the name of the list
  2. Click on 'Modify Items'
  3. Scroll all the way to the right to see the 'Statistics' column
  4. Each box should be checked to ensure it is included.
  5. Click 'Save' and then 'Close'

Referred Resources Filter

If you use iCarol to manage Resource information, and if you log referrals to Resources on your Call Reports you have access to the enhanced Statistics filter to report on Referred Resources.
  1. This enhanced filter allows you to create more advanced reports about the Resources being referred to callers, directly from within iCarol using the user friendly statistics interface, without the need of additional statistics software or having to manage exported files.
  2. You can easily report on specific caller demographics (including your custom call report questions), to see how many times a specific population, in a specific location and/or time frame is referred to a a Resource, or a Resource index with 211 Taxonomy terms of your choosing.
To access the Referred Resources, Statistics Filter:
  1. Log into iCarol as an Admin (or user account with Statistics Access)
  2. Click on “Statistics” from the left menu
  3. Click on the “Analysis” page from the top menu
  4. Choose your Chart Type
  5. Choose your Report Filters (eg. Location, Time Frame, Call Reports and Phone Workers, Referred Resources)
  6. Then click the “Update Chart” button to generate your report.
When you click on the Referred Resources filter, a popup window displays offering you the choice to include Referrals filters by Resource Name or by Taxonomy Assigned.

How to use the Referred Resources by Resource Name
This filter allows you to choose to filter your Call Reports by specific referred Resources by name. Use this filter by:
  1. Choosing the style in which iCarol will search for your typed value. You can choose from Resource Names that “Starts with”, “Contains”, or “Ends With” a certain value. (eg. Starts with “North”, Contains “Meals”, etc.)
  2. You can start typing in the text box and iCarol will suggest in a drop down list Resources by name that match what you are typing. (Eg. “Job” suggest “Youth Job LINK”, “Crisis” suggests “24 Hour Crisis Line”, etc.)
  3. To add the found Resource to your filters, either click on the Resource Name in the drop down suggestion box to have it automatically added to your filters, or click the “Add” button to include just the word or phrase you typed in the text box (eg. “meal”, “counseling”, etc.). This will then include all resources named with that specific word or phrase in your report. (eg. all resources referred to call reports with the word “meal” in the name would include “Seniors low cost meal”, “Northwest Community Meal”, etc.)
How to use the Referred Resources by Taxonomy Assigned
This filter allows you to choose to report on the Call Reports that were referred to resources that have specific Taxonomy Assigned in your Resource database.  Use this filter by:
  1. Typing in a Taxonomy Code, or Taxonomy Term Name into the text box.
  2. Clicking a term from the list, to automatically add it to the filter list.
Tip: The Taxonomy Assigned filter does not “roll up” lower Taxonomy terms when a higher term is used in the Referred Resources filter. For example if you index your Programs at the lower term “Food Pantries (BD-1800.2000)”, you must use this term in the Referred Resources filter. Using the higher term “Emergency Food (BD-1800)” will not provide any report results.

Remove a Resource Name or Taxonomy Assigned Term from the Filters List
  1. Clicking on the term you would like to remove (it will highlight blue)
  2. Right click, and choosing “Remove” from the menu window.
If your organization wishes to use this feature, or if you have any additional questions on how to use it, an Admin can complete the following steps to enable the filter:
  1. Click on Admin Tools from the left menu
  2. On the Resources tab under the AIRS/211 Taxonomy section, enable the setting 'In Statistics, enable the Referred Resources by Taxonomy Assigned filter', or
  3. On the Resources tab under the Referrals section, enable the setting 'In Statistics, enable the Referred Resources by Resource Name filter'
  4. Click the Save all settings button 
Notes
Note about Deleted Resources
When the Referred Resources filters are used, data for referrals made to resources that have been deleted from your database will not be included.

Caller Issues and Demographics

The Caller Issues and Demographics charts available in the Analysis area of Statistics allow you to analyze the custom Categories, Groups, and Fields collected within your contact records, available reports include:
  1. Ranked Bar Chart: a bar chart that displays data for all Categories, Groups, and Fields in your contact forms, that meet the Filter criteria you've applied
    1. By default, the top level Categories from your contact records appear; if you click a given Category, the page will reload to display the Groups under that Category; if you click a given Group, the page will reload to display the Fields under that Group
  2. Pie Chart: a pie chart that displays data for all Categories, Groups, and Fields in your contact forms, that meet the Filter criteria you've applied
    1. By default, the top level Categories from your contact records appear; if you click a given Category, the page will reload to display the Groups under that Category; if you click a given Group, the page will reload to display the Fields under that Group
  3. Summary Report: a table of data with the months of the year listed at the top of the page, and Categories, Groups, and Fields from your contact forms, that meet the Filter criteria you've applied, listed along the right side of the page
Notes
Notes:
  1. you are unable to apply the 'Time Frame' filter to this report
  2. all charts available under Caller Issues and Demographics essentially include the same information, with each chart presenting the data in a slightly different way. 
  3. If the data you're looking for isn't accessible through these charts, create a Call Reports Data Export file and analyze your data there

Caller Needs based on Taxonomy

The reports found in Statistics in the Analysis area, under the Chart Type 'Caller needs based on Taxonomy' can be a helpful in reporting on Needs and Referrals, and each report has different uses depending on what data you're looking for. 

When deciding which of these charts is best to use for the reporting required, you should review the following information to help you make your decision, which includes the specific details about what's included in each of these reports:

Caller Needs by Taxonomy: this report shows you the number of times a specific Need (Taxonomy Term) was saved in your call reports. It's important to understand the following when analyzing this report:
  1. This report should be used when reporting on Needs
  2. In each call report, there can be multiple Needs saved to it (ex. Food Pantries and Homeless Shelter), this is reflected in this report as "Count of Need = 1" for each Need
  3. In each call report, a Need (ex. Food Pantries) can have multiple referrals saved to it (ex. Mercy Food Pantry, Elmdale Food Pantry, and Community Kitchen). This report will only show "Count of Need = 1" for 'Food Pantries' in the example provided
  4. Included in this report are the following:
    1. Met needs associated to a referral
    2. Unmet needs associated to a referral
    3. Unmet needs not associated to a referral
Caller Needs by Taxonomy and Agency: this report shows you how many times referrals were made to a specific Agency, or Programs belonging to a specific Agency, with a specific Taxonomy Term in your call reports. It's important to understand the following when analyzing this report:
  1. This report should be used when reporting on Referrals
  2. This report counts the referrals made to an Agency separated by Taxonomy. For example, if you have an Agency with 2 Programs, and both of those Programs are categorized with the same Taxonomy Term (ex. Food Pantries), referrals to both Programs will appear in the same row of data in this report
  3. In each call report, a Need (ex. Food Pantries) can have multiple referrals saved to it (ex. Mercy Food Pantry, Elmdale Food Pantry, and Community Kitchen). This report will have a separate line for each Referral made, with a column for 'Count of Need'. So. if the associated Need totals are calculated, "Count of Need = 3" for 'Food Pantries' in the example provided
  4. Included in this report are the following:
    1. Referrals to Agencies and Programs associated to met needs
    2. Referrals to Agencies and Programs associated to unmet needs
    3. Note, this report includes referrals made to the Agency and Program level, but only Agency level data is included in the report
Caller Needs by Taxonomy, Agency and Program: this report shows you how many times referrals were made to a specific Agency, or Programs belonging to a specific Agency, with a specific Taxonomy Term in your call reports. It's important to understand the following when analyzing this report:
  1. This report should be used when reporting on Referrals
  2. This report counts the referrals made to an Agency separated by Program and Taxonomy. For example, if you have an Agency with 2 Programs, and both of those Programs are categorized with the same Taxonomy Term (ex. Food Pantries), referrals to each Program will appear in the separate rows of data in this report
  3. In each call report, a Need (ex. Food Pantries) can have multiple referrals saved to it (ex. Mercy Food Pantry, Elmdale Food Pantry, and Community Kitchen). This report will have a separate line for each Referral made, with a column for 'Count of Need'. So, if the associated Need totals are calculated, "Count of Need = 3" for 'Food Pantries' in the example provided
  4. Included in this report are the following:
    1. Referrals to Agencies and Programs associated to met needs
    2. Referrals to Agencies and Programs associated to unmet needs
    3. Note, this report includes referrals made to the Agency and Program level; Agency referrals will list the Agency Name and Agency Number in the Program columns, since there is no Program information to display for those referrals
Unmet needs by Taxonomy and Reason:
  1. This report should be used when reporting on Unmet Needs
  2. Included in this report are the following:
    1. Unmet needs directly associated to any referral, including a column for unmet need reason
    2. Unmet needs not associated to a referral, including a column for unmet need reason
Unmet needs by Location:
  1. This report should be used when reporting on Unmet Needs
  2. Included in this report are the following:
    1. Unmet needs directly associated to any referral, including a column with the location documented in the call report
    2. Unmet needs not associated to a referral, including a column with the location documented in the call report
Understanding the 'Total distinct calls'
The data displayed as the 'Total distinct calls' is showing the total number of distinct call reports documented, only taking the selected 'filters' into consideration (ex. Location, Time Frame, Call Reports and Phone Workers, and/or Referred Resources). In other words, the 'total distinct calls' data is not taking the 'chart type' selected into consideration. Furthermore, because of the data that's included in the reports, as outlined above, the 'Total distinct calls' will almost never match the totals calculated within each of the reports. 

For example, when you choose to run the chart type 'Unmet Needs by Taxonomy with reasons', the 'total distinct calls' displayed will not take anything regarding unmet needs into consideration; it will only take the selected 'filters' into consideration, and will display the total number of distinct call reports submitted; it won't reflect anything related to Needs or Referrals, as that information is reflected in the .csv/Excel file. 

To run a 'Caller Needs based on Taxonomy' report. complete the following steps:
  1. Click 'Statistics' in your left side menu
  2. By default, the Analysis area of Statistics loads; at the top of this page, click the 'Chart Type' link and select any chart name appearing under 'Caller Needs based on Taxonomy'
  3. At the top of the page, set your filters (location, time frame, call content filters, etc.)
  4. Click 'Update Chart' after you've selected your Chart Type and Filters
  5. At the bottom of the page, click the Excel icon to export your data to a .csv file and analyze your data there; you can also copy the graph to paste into another document by right clicking the graph and choosing 'Copy'
Warning
Note your organization must be using AIRS taxonomy in order to run these reports. Only Admins and Supervisors (and users with special security permission) can run reports in statistics.

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