How do I access the Support Tab?
Every computer used to access the ShopperTrak portal where the Support Tab resides must be running Internet Explorer version 7.0 or greater, have Adobe Acrobat reader version 8.1 or greater, and a connection to the internet. Note Adobe Acrobat Reader is downloadable for free at http://www.adobe.com/products/acrobat/readstep.html.

The URL for the Support Tab is:

https://portal.shoppertrak.com

What is my user id and password?
Your user id and password are automatically generated when ShopperTrak begins your service. In most cases, your user id and password will be provided to you by your ShopperTrak Client Manager.

How do I change my password?
To change your password:

1. Click on "My Preferences" in the left-hand navigation bar.

2. Select "Change Password".

3. Enter your existing password in the "Current Password" field.

4. In the "New Password" and "Confirm New Password" fields, type a new password with a minimum of six characters.

5. Click “Change Password” to submit the change.

What should I do if I’ve forgotten my password?
If you’ve forgotten your password, simply select “click here” on the login page. You will be taken to a screen where you will input your username. At that time, a temporary password will be emailed to the email address associated with that username’s account. You can then login with the temporary password at which point you will be prompted to change your password to something that only you will know.

What type of information is available on the Support Tab?

The Dashboard is the home page of the Support Tab. The default dashboard answers the following questions:

· How many sites are in production?

· How many sites have completed installations and are ready to go into production?

· How many sites have specific dates scheduled for installation of hardware?

· How many sites have installations of hardware pending?

· How many sites have installations scheduled for specific days of the upcoming week?

· How many open support tickets are there in total for all sites?

· How many open support tickets are there for a single site?

· What is the breakdown of the types of tickets and who initiated the tickets?

· How many service visits are scheduled?

· How current is the data?

· What is the current percentage of imputed data?

· What is the percentage of imputed data for the previous month?

How often is the information updated?
Support Tab information is updated every 4 hours throughout the day.

Installation

Topics include:

· What are the stages of installation?

· How can I view specific reports regarding installation?

· How can I run an installation report as a PDF?

· How can I view the installation details for a specific day?

· How can I view snapshots of sites?

What are the stages of installation?
There are four types of installation reports: Production, Complete, Scheduled, Pending. The “Production” report shows sites that have been fully installed, are reporting data and have gone through the ShopperTrak quality control process and have passed all of the QC checks (videos and variance checks). The sites listed on the “Complete” report have completed installation and are reading to move to the QC process. The “Scheduled” report shows sites where installation has been scheduled and the “Pending” report shows sites that have hardware ordered and are pending installation dates from the service provider.

How can I view specific reports regarding installation?

To view each type of installation report, click on the type of report you wish to view.

For example, if you would like to view specifics regarding the Complete sites, click on ‘Complete.’

Then the HTML report will appear:

How can I run an installation report as a PDF?

From the left hand menu, click ‘Installation’ then click the type of report you wish to run. The report will open up as a PDF.

How can I view the installation details for a specific day?
In order to view the installation for a specific day, click on the selected day you wish to view.

How can I view snapshots of sites?

Site snapshots can only be viewed for sites that are in Production.

Use the following steps to view snapshots of sites:

1. Click Production.

2. The following report will appear:

3. Click on a specific site on the report and the snapshot will appear:

Support Ticket Information

Topics include:

· How can I view support ticket information for all sites?

· How can I view support ticket information for a single site?

· How can I view support ticket information for multiple sites?

· How can I view Open or Closed tickets?

· How can I view details regarding support tickets?

· How can I view the service visit schedule?

How can I view support ticket information for all sites?
By default, the support ticket numbers for all sites display on the dashboard. However, in order to ensure that you are viewing all sites or of you want to return to viewing all of the information click ‘All’ on the dashboard in the support area.

How can I view support ticket information for a single site?

Use the following steps to view the information for a single site:

1. Highlight the site in the Choose Site area. Use the scroll bar if necessary to find the store.

2. Click ‘Refresh’ and the numbers will be updated.

How can I view support ticket information for multiple sites?

Use the following steps to view numbers for multiple user selected sites.

1. Highlight the first store line that you would like in the ‘Choose Site’ area.

2. Using the CTRL button on the keyboard highlight the additional stores to be viewed.

3. Click ‘Refresh’ and the numbers will be updated.

How can I view Open or Closed Tickets?

Both Open and Closed ticket information can be viewed using the Support Tab. The default when accessing the dashboard is Open Ticket information. However, by using the ‘Choose Ticket Type’ drop down option you can switch to view ‘Closed’ ticket information. Once you change the option, the screen will refresh automatically.

How can I view details regarding support tickets?

In order to view the information regarding open or closed help tickets, click on the word ‘Tickets.’

The following report will appear. Note: The report will depend upon if Open or Closed Tickets have been chosen to be viewed.

How can I view the service visit schedule?

In order to view the service visit schedule click on the word ‘Total’ under the ‘Service Visits Schedule’ section on the dashboard.

The following report will appear:

Data Information

Topics include:

· How do I know when the data on the Support Tab has last been updated?

· How do I view information regarding imputed data?

How do I know when the data on the Support Tab has last been updated?

The box on the right hand side of the page will tell you the date through which traffic data is available in RTA.

How do I view information regarding imputed data?

There are two types of imputation report: Month-to-Date and Previous Month. These reports show, for each Production site for each day of the month, the percentage of actual traffic reported on that day.

To run a report, click on the type of imputation report you wish to run.