Fonolo allows you to create reports that can be automatically generated at regular date and time intervals and emailed to a customized list of recipients, called a Contact Group.
The first step is creating a contact group with a list of recipients who want to receive these reports.
What is a Contact Group?
A Contact Group is a list of email addresses (contacts) that can easily be assigned to receive automated reports from your Call-Back Portal. Contact Groups make it easier to manage the recipients of automated reports since any changes to the recipient list only need to be done in one place, as opposed to within each automated report. This makes short work of any required changes, since a single change to the contact group will be applied to all automated reports that are configured to send to that Contact Group.
To access Contact Groups, go to MANAGE (1) > Contact Groups (2).
Manage > Contact Groups is where you can go to add, modify or delete contact groups. To add a new Contact Group, click the green ‘Add New Contact Group’ button (1) in the top right corner. The middle of the page will display a list of your contact groups, used for reporting and monitoring services. The green ‘Play’ button (2) on the left will activate or disable a Contact Group, allowing you to easily stop reports from going out to certain contacts. To see a list of contacts within a Contact Group, click on the name of an existing Contact Group (3). There must also be a Default Contact Group (4) selected. You can determine which Contact Group is set as the default by clicking the blue link to the right side of each Contact Group you have listed. To delete an existing Contact Group, click the ‘Delete’ button (5) on the right hand side.
How to Add a Contact Group
A Contact Group is a list of email addresses (contacts) that can easily be assigned to receive automated reports from your Call-Back Portal.
To add a new Contact Group, go to MANAGE (1) > Contact Groups (2).
Then click the green ‘Add New Contact Group’ button (1) in the top right corner of the page.
Enter the name of the Contact Group (1) and then click the green ‘Add New Contact Group’ button in the top right corner of the page (2). The name of the contact group is for internal reference within the Call-Back Portal only.
Once you have entered a Contact Group name and saved it, you will be taken to the next step where you can begin adding Contacts to your Contact Group. Click on the green ‘Add New Contact’ button (1) on the right side to add a new Contact.
A popup will appear within the Call-Back Portal that allows you to enter a new Contact. Contact Type will already be selected as email address (1) by default. In the future, you will be able to see other types of report recipients listed here. Next, enter the recipient’s email address (2) and click the grey ‘Save Contact’ button (3) at the bottom of the popup.
Once your new Contact has been saved, you will be taken page to the Contact Group Members page, as below. Before a Contact can begin receiving reports, they will need to click a confirmation link that is emailed to them when they are added to a new Contact Group. Until the confirmation link has been clicked, the Contact will show an orange clock icon towards the left (1). Date Confirmed (2) will also show ‘Pending Confirmation’ until the confirmation link has been clicked. To resend a confirmation to a Contact, click on the ‘Resent Confirmation’ link towards the right of the unconfirmed Contact. You can also remove that contact from here as well (3). To begin the process again, click ‘Add New Contact’ to begin adding your next report recipient (4).
Hours (1) section will allow you to configure the schedule and define when contacts can be sent notifications. Set Time Zone (2) that the contact group is part of and then drag the slider beside each day to define the active hour (3) if the contact group wants to receive notification during specific hours only.
How to generate and access Automated/ Scheduled Reports
To access Reports in your Call-Back Portal, go to STATS (1) > Reports (2).
The Reports page allows you to view the reports that you have already created and scheduled to go out, as well as add new reports. All of your previously generated reports will be listed in the center of the page (1). From here, you have the option to pause or restart a report by clicking on the green ‘play’ button to the right of the Report title. You can also trigger a report to run immediately by clicking the ‘Run Now’ button towards the right side of the page, as well as delete a report from there as well.
All of your previously generated reports will be listed in the center of the page (1). You can click on the green ‘Add New Report’ button (2) to begin creating a new Scheduled Report.
Generate a new Report
To generate a new report, click on the green ‘Add New Report’ button (2) as per the screenshot above. First you will need to enter the Settings (1), as per the screenshot below.
Report Label – This label will be used for internal reference, as well as within the email subject line when the report gets sent out.
Report Type – You can select from: Call Report, Failed Call Report, Hourly Summary Report, Un-Processed Call Report, and Target Summary Report.
Call-Back Profiles – Here you can select which Call-Back Profiles will be included within the report.
Contact Group – Here you can select which Contact Group will be receiving the report.
Types of Reports
Fonolo allows you to create multiple types of reports that you can have automatically generated and sent out to your selected Contact Groups.
Call Reports
- Call Report – A detailed list of all call-backs processed through the Fonolo system for the selected time range.
- Failed Call Report (Final) – A list of all calls that failed even after exhausting all reattempts for the selected time range.
- Failed Call Report (All) – A list of all calls that failed for the selected time range.
- Abandoned OptIns – A list of all calls that were transferred to Fonolo to confirm their call-back details, but abandoned during the process of scheduling a call-back.
Summary Reports
- Call-Back Summary Report – A summary of all call-backs processed through Fonolo for the selected time range.
- Target Summary Report – – A summary of all call-backs, separated by Target, processed through Fonolo for the selected time range.
- Hourly Summary Report – A summary of all call-backs, separated by hour of the day, processed through Fonolo for the selected time range.
- Un-Processed Call Report – A list of all call-backs that were not processed by Fonolo for the selected time range.
Audit Reports
- Portal Login Report – This report will provide a list, in chronological order, of all users who have logged in, or attempted to log in, during the selected time range.
- Portal Audit Report – This report will provide a list, in chronological order, of all changes in the Call-Back Portal made by users during the selected time range.
Report Scheduling
Next, confirm the Scheduling of the report (2). Select the time interval between reports, and then select the time of day that you would like the report to run and be sent to the members of the Contact Group. Then click the green ‘Add New Report’ button (3) in the top right corner of the page.
Once saved, you have the option to further customize the report by deciding which fields are included within it. After clicking the green ‘Add New Report’ button, the screen will refresh, with an additional tab at the top, titled ‘Report Fields’ (1).
Report Fields
From the Report Fields tab, you can override the default fields that are included in the report by checking the box titled “Override the report fields for this report only?’ (1), and then selecting the fields that you wish to include in the report. You can also reset the options their defaults by checking the box at the bottom of the page titled ‘Reset report fields back to default’ (2). Once you have finished, click the green ‘Save Changes’ button (3) in the top right corner of the page.
