ZOOM Blog

If you really can't live without Microsoft Excel

With ZOOM Quality Management, all the data is in one place. But what if you need to work with some of the data in Microsoft Excel? No problem.

Data export allows users to select data that’s been collected in the Quality Management and Call Recording systems, and export it as comma-separated values (CSV) file.

It can be pretty much any data – evaluation results, questionnaires, dates, user information, whatever. The feature is found in the Quality Management navigation menu by two icons: Export Manager and Create Export. The team leader and contact center manager, by default, have permission to use the data export feature when the system is installed, nothing more need be done.

The Export Manager tab lets users view, edit or delete existing data exports and download the associated files. Each record has the name of the export, when it was last run and when it will be run as a scheduled task. In the case of a user with Master User permission, the page also shows the owner of the data export file.

The Create Export tab allows users to configure the data export. There are two mandatory fields: Export Title and Questionnaire. It will generate a file once the export is run. Users can also choose to timestamp the output file name.

data_export3

The exported data can now be sent either by email, or downloaded in a file within the system.

Selecting the ‘save as a file” option allows you to specify how long the file will be kept on the server. The file must be saved with the .csv suffix, otherwise it can’t be opened.  If the file it emailed it won’t be saved to the server, just sent to the email address specified.

After downloading the .csv file from the Export Manager you can open the file using Excel or a similar program.

Here’s what the data export file looks like when opened in Excel.

data_export_example

You need to make some changes in Excel also: Open Excel, select DATA>From Text, upload the downloaded file and this launches the Text Import Wizard. Next set the data delimiters, using the comma separator, press Next and Finish, and you’re all set.

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About ZOOM

At ZOOM, we give contact centers of all sizes the tools to improve the customer and agent experience while addressing back office compliance and risk. That's why we've made it our mission to lead by example, and continually aim to improve our tools and set new challenges for ourselves.

Since 1999, ZOOM has held a world class track-record of customer satisfaction, scoring 82%+ with Net Promoters. Our customers range from sub–100 agent contact centers to some the world’s largest companies—Finansbank, Cigna, Rostelecom, IBM, and Saudi Aramco.

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