How to Observe the Contact-centric Playbook Summary Report - Powered by Kayako Help Desk Software
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How to Observe the Contact-centric Playbook Summary Report
Posted by The Team at Mindmatrix on 14 March 2018 07:51 PM

Feature:

This feature will provide the User to observe the contact-centric playbooks of all the Users he/she has access to.

Who will be using this?

This report will provide information of contact-centric playbooks of all the Users for whom the logged-in User has access to. This report will be displayed for all those who have permission to create playbooks.

Benefits:

This will help User to observe the contact-centric playbooks in accessible Users account providing a transparency across them, especially for Channel Manager/Admins.

Process:

The contact-centric playbook’s summary report will be displayed to each User based on the permission of Users and Organizations which will be populated in the drop downs as shown in figure below.

On “Generate” it will populate data below in the chart as well as User list.

Top 10 Playbook Chart
The chart will display maximum 10 playbooks which are mostly used by the Users. This will be in descending order of number of Users using (User has at least one contact in the Playbook Media) it.
Clicking on count will display the list of Users who are using the playbook (those Users whose media has at least one contact).


The grid will contain the First Name, Last Name, User Name, Company and Total Contacts columns. The “User Name” column values will have email of the User as hover. The "Company" column should first look at Organization of the User, if not then Franchisee (Company name from Profile) and if not then Main Company. Clicking on the “Total Contacts” column value will display the report page of the particular playbook. Clicking on count on this page will display only shared contacts (contacts which exist in the playbook and are shared to the logged-in User) to the User.

Total Count– This will give the total count of playbooks in the company.
Active Count – This will show the count of playbooks in which the filtered Users from drop down have at least one contact.

User-wise Playbook Report
This will list all the Users who have used playbook in descending order of number of playbook used. The grid will contain the First Name, Last Name, User Name, Company and Active Playbooks columns. The “User Name” column values will have email of the User as hover. The "Company" column should first look at Organization of the User, if not then Franchisee (Company name from Profile) and if not then Main Company. Clicking on the “Active Playbooks” column value will display the list of playbooks are active for the User with only “Report” link.

Clicking on the “Report” will display the report page of the particular playbook. Clicking on count on this page will display only shared contacts (contacts which exist in the playbook and are shared to the logged-in User) to the User.

 

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