An alert to let the technician and/or tech manager know about calls that are going to miss guaranteed response times.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
This alert is to let the technician and/or tech manager know about calls that are going to miss any guaranteed response times. We base the time on the Due time in e-automate as different customers may have different guaranteed response times. Call(s) that have been status = Pending and have not been dispatched for more than W hours AND have less than X hours until due. The alert will only trigger once per call.
Run Schedule: Every 15 minutes
Type of Output: Email
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Sample
Sample
Summary of technicians employee records that are missing an email. If the employee record has no email address, no email can be sent
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Variables
Variables
Variable W: Hours Pending - The number of hours the call has been logged and no one is dispatched to the call or is on hold. Decimals are okay, but will not be perfect to the decimal as the alert relies on CEO Juice background table updates that occur every 15 minutes.
Variable X: Hours Until Due - Per 'Due by' on service call, Decimals are okay, but will not be perfect to the decimal as the alert relies on the CEO Juice background table updates that occur every 15 minutes. If set to 0, the alert will trigger at the due time of the service call.
If you want to know all calls status pending for more than 4 (W) hours, but don't want to know about those pending calls until they get to less than 3 (X) hours until due, then enter 4 in VariableW and 3 in VariableX.
If VariableW or VariableX is left blank, they default to 4 hours and 2 hours, respectively.
Variable Z: Call Types to exclude - List any call types to exclude from the alert, separate multiples with a comma.
Variable 1: Branch Numbers - Enter Branch Number(s) to trigger on, separate by comma, or leave blank for ALL.
Variable 2: Call Type Category Code - Call Type Category Code(s) to include, separate with commas or leave blank for ALL.
Variable 3: Option to exclude calls previously on hold, default (per example below) is set to include all calls regardless of on hold status.
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Alert Functionality
Alert Functionality
1. If Tech or Tech Mgr's missing email address, alert will still send to anyone listed in to: or cc: if listed.
2. Alert will only trigger once per qualifying call.
3. The service call due time is on the call here:
4. You can find the call types in e-automate under Tools - Lists and Codes - Call Types:
To exclude call types from triggering the alert, list those in Variable Z.
5. There is a set number of call type categories in e-automate, which can't be updated or added to:
To have the alert only trigger on specific call type categories, list those in Variable 2.
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Best Practices & Tips
Best Practices & Tips
1. Primary differences between this alert and ID93:
ID93 will only fire on Corrective Maintenance Category Call Types (ID18 can fire on all category call types), can set minutes until due (vs. hours on ID18), has an escalation email and can exclude specified BillTo's (VarZ).
2. Please see HERE for variations and setup of due time in e-automate.
3. Cloning is an option included with ID18, allows you to have different variations.
For example you can set ID18 to a specific call type of BROKEN and set it to trigger at a 4 hours warning reminder. Then a second version ID18-A for JAM call type to trigger at a 2 hour warning
Click the + button and select Yes to create a second ID version
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Related Alerts
Related Alerts
ID93 - Pending 'CM' calls that are within W Minutes of Due Time with Escalation alert.
ID223 - CM Category Calls from Today where Arrival Time was After Due Time
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