ID843 - Recap Report of when a Customer Requests an ETA

This custom report is a variant to Alert ID183. This is a recap of notes that triggered ID183 (description below), but you can set it to any note type you like. This can be used for training purposes or in staff meetings to help avoid the situation in the future for certain scenarios and can help improve efficiency. It shows results for the time frame you select, i.e. Weekly or Monthly. This will show you Call#, Technician, Customer, Note (as many characters that will fit in the output field), equipment#, Call Date/Time Received, Call Date/Time requested by and On Hold Date/Time of Release. (ID183) When we look at the survey responses our clients get, one of the biggest complaints is a lack of communication. Even if the tech has bad news, better to call and give bad news than no call. If your tech is communicating effectively your customers will always be kept updated and not have to call in. The process is that when a call comes in requesting an update on ETA Dispatch will enter a note on the call. The alert emails the tech so they can call, it can copy the tech manager and it keeps a record in eAutomate (via the note entered) so you can see how often it happens. Note: the alert triggers only for calls in Dispatched, Pending or Hold Status. If the call is not in one of these three Statuses the tech is not in a position to answer questions about the call and the dispatcher should answer them rather than making an ETA Request Note. Also look at ID859 - Ensure the tech calls customer 

Custom Report:


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