Intelligent Communication

Intelligent Communication Reports

The Intelligent Communication (IC) reports are a set of three interactive workspaces that provide the academic advising community (advisors, coordinators, supervisors, and leadership) with metrics they can use to measure the effectiveness of the university’s academic advising initiatives. Using the reports: IC - Advisor Summary, IC - Supervisor Summary, and IC - Drop-In Queue, users can view academic advising efforts in managing caseloads and improving student success through many perspectives, including the following:

• View appointment schedule timeline
• View students’ advisor appointment history
• View students who have not made appointments
• Compare appointments within a college
• Identify reasons for advisor appointments
• Gain insight into appointment cancellations
• View the utilization and capacity of advisors within a college

Note: Security permissions are set to enable sharing of this data to appropriate users, i.e., advisors can see only the metrics for their appointments, and supervisors can see those pertaining to all advisors. 

The information below describes each of the IC dashboards, provides tips on navigation, and identifies common tasks you can use to view the data.

Click here → IC Advisor QRG for a guide showing tips on navigating and using the IC reports. 

Report Elements Glossary Table

The IC – Advisor Summary provides a dashboard for individual advisors displaying diagrams and charts of appointment data. Note that security permissions are set to enable viewing of this data according to permission level; that is, each advisor sees only the data pertaining to his or her appointments. 

This report provides a summary dashboard of academic advisor appointments. The dashboard consists of two panels: the left panel allows you to filter the data by elements, such as appointment outcome or date range; the right panel displays the appointment data in different formats with charts, graphs, and tables.

Filter Panel

The left panel allows you to filter the data that displays in the data panel. Select to filter by one or more of the following options:

• Advisor College: Select a college to view appointment data for that college; the list is filtered for the advisor.
• Appointment Outcome: Select an appointment outcome among the following choices:
  • Attended
  • No Show
  • SSP Canceled
  • Student Canceled -  Fault
  • Student Canceled – No Fault
  • Walk-in
• FIF Cohort: Select from the list of available FIF cohorts.
• SRKALL Cohort: Select from the list of available SRKALL cohorts.
• Select Date: Move the slider to select a date range or click in each date field to select from a calendar.

Data Panel

The panel on the right is the main workspace and consists of five sections. These sections are described in detail below.

Notes:

• The displays for these sections are interactive; that is, if you select a component in one display, the numbers in the other sections adjust accordingly.
• To select an item in the display, click the segment of the pie or bar chart. To return to the full display, click the segment again.

Section 1: Number of Appointments

This section (shaded green above) displays the number of advisor appointments and provides comparisons with the advisor’s college. The statistics show the following: 

• Avg Daily Appts: Represents the average daily appointments for the advisor. The basis for this average is the number of days the advisor holds appointments and is not a daily measure.
• Total Appts: Represents the total number of appointments for this advisor.
• Avg. Daily Appts for College: Represents the average daily appointments for advisors in the same college as this advisor. The basis for this average is the following:
  • Each advisor's average daily appointments is calculated (number of appointments / number of working days holding appointments).
  • The average for the college is then calculated for all advisors in the college (sum of advisor averages / number of advisors).
• Total Appts for College: Represents the number of appointments for all advisors in the same college as this advisor.

For example, Jane Advisor has 74 appointments in March and has nine days on which she holds appointments. Her average daily appointment measure is eight. The advisors in her college have a total of 808 appointments for the month. Based on the calculations using the actual days each of those advisors holds these appointments, the average daily appointment count for the college is 11.

Section 2: Appointments

This section displays the number of appointments for the advisor by month. If you filter by a date range in the Filter Panel, it displays numbers only for that time period. You can drill down using the “drill” buttons at the top left of this section. The default selection displays numbers of appointments by month.

• Drill down to view the days of the month to show appointments on particular dates in the month. 
• Drill down again to show appointments by hours of the day, such as 7 am or 2 pm. 
• Drill up to show appointments by year.

You can also drill down to select a specific month and show the distribution among the dates for that month. To do this: 

1. Click the down arrow to the right  to turn on Drill Down (Tool Tip: Click to turn on Drill Down). 
2. Click the month you wish to view the appointment distribution.
3. Optionally click a day to view distribution among hours in the day.
4. To exit Drill Down mode, click the down arrow again.
5. Drill upto return to the monthly display.

Section 3: Appointment Status

This section displays the status of appointment. Each advisor appointment has one status based on these selections:

• Canceled
• Completed
• Confirmed
• Scheduled
• Walk-in

You can click on any segment of the pie chart to adjust the display of data in other sections for that appointment type.

For example, if you select “Canceled” in the pie chart, the other sections display actual numbers for the canceled appointments. This can be helpful, for example, in determining the reasons for the canceled appointments or to see if these appointments fell on particular days of the month. Select “Canceled” again to return to all statuses.

Section 4: Reasons for Appointments

This section lists reasons for the appointments in a bar graph. Each advisor appointment has one reason based on these selections:

• Academic Dismissal/Reinstatement
• ACR Petitions
• Career Advising
• Change of Major/Major Reselection
• Form Completion
• General Advising
• Holds
• Minor & Certificates
• Not Available
• Pre-Orientation/Transfer Advising
• Scheduling/Course Planning/Degree Progression

As with the other sections, you can click on one component or selection to adjust the data in the other sections for that appointment reason.

For example, if you select “Holds,” the other displays adjust to show numbers for appointments set up to discuss registration holds.

Section 5: Appointments by Student

This table displays a list of students with advisor appointments during the date range selected. The number of students in the display changes depending on the filter(s) you select as well as the refinements you make in the bar and pie charts. The table layout displays the following fields:  

• Student UID
• Count of Appts
• Date Recent Appt
• Campus
• College
• Department
• Major
• Full Name
• Email

You can expand the student listing to a full screen by clicking the “Focus mode” icon. To see this icon, hover over the Appointments by Student section and select the icon on the far right. Your screen changes to display a full list of the appointments. You can sort by any of the columns in the table by clicking the column label in the Header. To return to the previous display, click “Back to Report.”

Sample Tasks

The following are a few examples of ways you can view the data as well as explore the interactivity among the elements in the display.

Student Appointment Records

You can view a list of students for any of the specific metrics in the Appointments, Appointment Status, or Reasons for Appointments sections. For example:

View student names for registration holds:

1. Right-click on the Holds bar in the Reasons for Appointments section.
2. Select See Records. The report displays the students requesting advisor appointments for registration holds in table format. 
3. Select Back to report to return to the dashboard. 

View student names for appointments in June:

1. Right click on the June bar in the Appointments bar graph.
2. Select See Records. The report displays a list of students having advisor appointments in June. 
3. Select Back to report to return to the dashboard. 

Appointments by Calendar Ranges

You can view appointment data through a month to see if appointment reasons are concentrated on particular days. Note that the default view of the Appointments section shows appointments by month.

1. If desired, select a date range in the Select Date filter.
2. Drill the data to the day level by clicking the  button in the header of the Appointments (calendar) section.
3. Select a particular day of the month to view the reasons for the appointments that day. For example, selecting the 1st of the month may indicate a concentration of scheduling changes.  
4. Select the day again to return to all appointments.
5. Select an appointment reason in the Reasons for Appointments section to view how concentrated or spread out those appointments are for the month.

Canceled Appointments

You can focus on appointment cancellations using both the metrics in the Data Panel and the filters in the Filter Panel.

1. Select “Student Canceled – Fault” in the Appointment Outcome field in Filter panel to view the appointments canceled by students.
2. View the calendar concentration for the times of the year and times of the month when these cancellations occurred.
3. View the reasons the appointments were made to see if there are trends in the types of appointments.
4. Finally, open the Appointments by Student listing (click the Focus mode icon) to view a list of these students and identify any students with multiple cancellations.
5. To return to the full display, select Back to report, then click the "Student Canceled – Fault" again in the Appointment Outcome field to deselect this option and display all appointments. 

Reasons for Appointments

You can view metrics based on selected appointment reasons, such as students changing majors, to view appointment statuses or calendar concentrations.

1. For example, select “Change of Major/Major Reselection” in the Reasons for Appointments section.
2. View the appointment statuses and concentration of this appointment type by month or day.
3. Right click the bar for “Change of Major/Major Reselection,” then click See Records to view the list of the students looking for advisor help in changing majors.
4. Select Back to report to return to the dashboard.

Filters

Intelligent Communication#Advisor Name

Advisor College

Appointment Outcome

Intelligent Communication#FIF Cohort

Intelligent Communication#SRKALL Cohort

Intelligent Communication#Select Date

Report Elements

Avg Daily Appts

Avg Daily Appts for College

Total Appts

Total Appts for College

Intelligent Communication#Appointment Status

Intelligent Communication#Appointment Reason

Intelligent Communication#Student UID

Intelligent Communication#Count of Appts

Date Recent Appt

Intelligent Communication#Campus

Intelligent Communication#College

Intelligent Communication#Department

Major

Intelligent Communication#Full Name

Email

The IC – Supervisor Summary dashboard provides metrics of advisor appointment data from a supervisor or coordinator viewpoint. 

This dashboard provides a summary view of the appointments of all academic advisors; the data can be filtered by college and department. The report has three tabs: Supervisor Summary, Supervisor Details, and Students With No Appts Details. These are described in detail below. 

The dashboard on this tab provides a summary of academic advisor appointments. The dashboard consists of two panels: the left panel allows you to filter the data by elements, such as advisor, college, or cohort; the right panel displays the appointment data in different formats with charts, graphs, and tables.

Filter Panel

The panel on the left allows you to filter the data in the data panel. Select to filter by one or more of the following options:

• Campus: Select from the list of campuses.
• College: Select a college to view appointment data for that college; the list is filtered if an advisor is selected.
• Department: Select a department to view appointment data for a department within a college.
• Appointments Outcome: Select an appointment outcome among the following choices:
  • Attended
  • No Show
  • Not Available
  • SSP Canceled
  • Student Canceled -  Fault
  • Student Canceled – No Fault
  • Walk-in
• FIF Cohort: Select from the list of available FIF cohorts.
• SRKALL Cohort: Select from the list of available SRKALL cohorts.
• Select Date: Move the slider to select a date range or click in each date field to select from a calendar.
• Advisor Name: Select an advisor name to view appointment data for that advisor; the list is filtered if a college is selected. Note that you can select more than one advisor. 

Data Panel

The right panel of the dashboard is the main workspace and consists of seven sections. These sections are described in detail below.

Notes:

• The displays for these sections are interactive; that is, if you select a component in one display, the numbers in the other sections adjust accordingly.
• To select an item in a section, click the segment of the pie or bar chart. To return to the full display, click the segment again.
• To view the data in a table in addition to the pie or bar chart, right-click the section title and select Show data.

Section 1: Capacity Planning:

This section displays the daily appointment capacity based on the filters you have selected. The default daily appointment capacity is set to 100 and can be adjusted using the slider or by typing in a different value. The maximum capacity is set to 200.  

The calculation used to derive the average daily appointments is:

• Each advisor's average daily appointments is calculated (number of appointments / number of working days holding appointments).
• The average for the college is then calculated for all advisors in the college (sum of advisor averages / number of advisors).

Section 2: Total Appointments

This section displays the number of appointments for the selected filters by month. If you filter by a date range in the Filter Panel, it displays numbers only for that time period. You can drill up and down using the “drill” buttons at the top left of this section. The default selection displays numbers of appointments by month.

• Drill downto show appointments on particular days in the month.
• Drill upto show appointments by year.

Using an additional feature in this section, you can drill down to see the appointments by dates for a particular month. To use this feature,

1. Click the down arrow at the top right  of the section to turn on Drill Down (Tool Tip: Click to turn on Drill Down). 
2. Click the month you wish to view the appointment distribution.
3. To exit Drill Down mode, click the down arrow again.
4. Drill upto return to the monthly display.

Section 3: Appointment Status

This section displays the status of appointment. Each advisor appointment has one status based on these selections:

• Canceled
• Completed
• Confirmed
• Scheduled
• Walk-In

You can click on any segment of the pie chart to display the data in other sections for that appointment type.

For example, if you select “Completed” in the pie chart, the other sections display actual numbers for the completed appointments. Select “Completed” again to return to all statuses.

Section 4: Reasons for Appointments

This section lists reasons for the advisor appointments in a bar graph. Each advisor appointment has one reason based on these selections:

• Academic Dismissal/Reinstatement
• ACR Petitions
• Career Advising
• Change of Major/Major Reselection
• Form Completion
• General Advising
• Holds
• Minor & Certificates
• Not Available
• Pre-Orientation/Transfer Advising
• Scheduling/Course Planning/Degree Progression

As with the other sections, you can click on one component or selection to adjust the numbers in the other sections for that appointment reason. For example, if you select Holds, the Appointment Status highlights the appointment status of the appointments set up to discuss registration holds and the Student Appointments # Distribution section highlights the colleges in which the students reside. Click the Holds segment again to return to the full display. 

Section 5: Student Appointments # Distribution

This section displays the number of appointments by college based on the filters selected. The numbers represent the colleges of the students having appointments with advisors. For example, Jane Advisor in Engineering has seen seven students in Engineering, but also two students from Arts and Sciences and one student from Science & Mathematics.

Section 6: Appointments by Advisor

This table displays a list of advisors and is filtered based on your selections in the Filter Panel. This provides information on the number of advisor appointments by advisor as well as the number of working days and averages per working day. You can expand the table by clicking the “Focus mode” icon  at the top right of this section. 

The table layout displays the following fields: 

• Advisor UID
• Name
• # Appts
• # Working Days
• Avg Appts

You can sort by any of the columns in the table by clicking the column label in the Header. To return to the previous display, click “Back to Report.”

Section 7: Currently Enrolled Students With No Appointments

This section displays the number of students without advisor appointments in the selected college. When you select the Click Here For The Details hyperlink, you move to the Students With No Appts Details tab of the report.

Sample Tasks:

The visualizations in this dashboard work best when either a College or College and Advisor are selected. The following are a few examples of ways you can view the data as well as explore the interactivity among the elements in the display.

Advisor Averages by Month

You can view the average number of appointments by advisor for a selected college by viewing the table in the Appointments by Advisor table. Ensure that you have a College selected in the Filter Panel and that you do not have specific advisors selected. The table then lists all advisors in that college with # Appts, # Working Days, and Avg Appts. 

You can also narrow this down to averages by month in one of two ways: 

1. Once a college is selected, filter the date range in the Select Date filter of the Filter Panel.
   Alternatively, select a month in the Total Appointments section of the Data Panel. You may have to drill down to view appointments by month. Note that the Appointments by Advisor table adjusts the number of appointments.
2. Click on the Avg Appts column header in the Appointments by Advisor table. The table lists the advisors’ average daily appointments in descending order. You can expand the table to full screen by clicking the Focus mode icon at the top right of the table.

Advisor Appointment Statuses

You can view appointments for a selected college and work with the data to view various statuses for the different advisors within that college: 

1. Once a college is selected, view the data in the Data Panel.
2. In the table, select an advisor to see that advisor’s appointment statuses relative to the college totals.
3. Hover over individual segments of the pie chart. The chart displays highlighted numbers in a darker shade but retains the numbers for the college.
4. Note that the numbers also adjust for this advisor in the Total Appointments, Reasons for Appointments, and Student Appointments # Distribution sections.
5. Click the advisor name again to return to the original display.

Note that you can view the same features if you select a Department in the Filter Panel, such as Applied Science, Social Work, or Finance. 

Filters

Intelligent Communication#Campus

Intelligent Communication#College

Intelligent Communication#Department

Appointments Outcome

Intelligent Communication#FIF Cohort

Intelligent Communication#SRKALL Cohort

Intelligent Communication#Select Date

Intelligent Communication#Advisor Name

Report Elements

Intelligent Communication#Daily Appointment Capacity

Avg Daily Appts

Total Appts

Intelligent Communication#Capacity

Intelligent Communication#Appointment Status

Reasons for Appointments

Student Appointment Distribution

Intelligent Communication#Advisor UID

Name

#Appts

#Working Days

Avg Appts

Currently Enrolled Students With No Appointments

The report on this tab lists all students in a table format with the Report Elements shown below. You can change the results by selecting filters in the Filter Panel, and you can sort by selecting a column label in the Header row of the table.

Filters 

Intelligent Communication#Campus

Intelligent Communication#College

Intelligent Communication#Department

Appointments Outcome

Intelligent Communication#FIF Cohort

Intelligent Communication#SRKALL Cohort

Intelligent Communication#Select Date

Report Elements

Intelligent Communication#Attendee UID

Student Name

Intelligent Communication#Student Email

Intelligent Communication#Advisor Name

Intelligent Communication#Appointment Type

Intelligent Communication#Contact Method

Reason of Appointment

Appointment Outcome

Intelligent Communication#Appointment Status

Intelligent Communication#Date

Student Campus

Student College

Student Department

Student Major

SRK Cohort

Intelligent Communication#FIF Cohort

The report displays two tables:

• Currently Enrolled Students With No Appointments: Students on this table do not have a record of an appointment with any advisor.
• Currently Enrolled Students With No Appointments With Home College Advisor: Students listed on this table have a record of an appointment with an advisor in a college other than his/her home college. 

The report filters the data based on the selections made in the other tabs. You can sort by selecting a column label in the Header row of the table.

Filters 

None

Report Elements

Intelligent Communication#Student UID

Intelligent Communication#First Name

Intelligent Communication#Last Name

Intelligent Communication#College

Intelligent Communication#Department

Major 1

Major 2

Email

FIF

SRK

The IC – Drop-In Queue provides a workspace displaying the metrics for the Archivum advising queue used by students who request tele-conference meetings with an advisor (e.g., Teams, phone). Queues are defined by Archivum and data are available to view for one or more queue. 

The report provides counts for the number of students in the queue, the number of students who left the queue, and the average wait time for students to connect with an advisor. These counts update when you select filters, such as one or more queues or a date range. 

To export filtered results to Excel:

1. Hover over the table, then click the ellipses in the top right corner of the table display. 
   The report displays a menu:
   
2. Select Export Data, then work with the data in Excel.

Filter Panel

Intelligent Communication#Queue Name

Intelligent Communication#Advisor Name

Date

Intelligent Communication#Appointment Reason

Report Elements

Intelligent Communication#Students in Queue

Students Left Queue

Intelligent Communication#Average Wait Time

Intelligent Communication#Student UID

Student Name

Phone #

Email

Student Campus

Intelligent Communication#Student College

Student Major

Intelligent Communication#Drop In

Intelligent Communication#Pick Up

Intelligent Communication#Wait Time

Drop In Reason

Intelligent Communication#Advisor Name

Report Elements Glossary Table

The table below lists all of the elements used in the Intelligent Communication reports.

Note: To sort the table elements, click the up or down arrow in the column header.