Notifies of new callbacks for specified models within 15 minutes of a service call being placed
Jump to a specific section by clicking a link
Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
Similar to ID572 which advises of new callbacks at the time a service call is opened, however ID580 also allows you to limit to only trigger on calls for equipment of specific Model Categories.
This alert proactively advises of new callbacks at the within 15 minutes of the service call being placed. eAutomate already provides this warning to the User opening the call, but this alert can be used to advise the Service Manager, Tech, Tech Manager, or even Sales Rep that a call has been opened for the specified model categories. This notification allows the entire team to be aware of the urgency and potential customer service issues related to the call, and to act proactively by perhaps sending another, more qualified tech or having sales management contact the customer to personally follow-up.
Run Schedule: Every 15 minutes
Type of Output: Email
* * *
Sample
Sample
* * *
Variables
Variables
Variable W: Report on Call Back Parameters? 1=Yes, 0= No (defaults to 1=Yes)
Variable X: Report on Call Alert Parameters? 1=Yes, 0=No (defaults to 1=Yes)
Variable Y: Enter Number of Calls to Return for Review (default is 2 which is the current call plus 1 prior call)
Variable Z: Enter Branch Number(s) to Trigger on (separate multiples with a comma) or leave blank for ALL
Variable 1: Enter 'Advise' to Copy Tech from Previous Call (being charged with the callback) or else leave blank (default is 'Advise')
Variable 2: Enter Model Category(s) to trigger on (separate multiple with a comma) or leave blank for ALL
* * *
Alert Functionality
Alert Functionality
1. Alert only fires on Corrective Maintenance call types, as eAutomate only considers Corrective Maintenance call types for any alert parameter:
2. Alert identifies what Call Back or Call Alert Setting is triggering the alert, Model Categories being considered by the alert, and also includes the correlating Call Back and Call Alert parameters from eAutomate:
3. Call Back and Call Alert columns also indicate if alert is firing due to call Back or Call Alert setting per eAutomate, 1=Yes and 0=No
4. Call Count column indicates the order of the service calls, with most recent call listed as 1.
5. Can be set to send to Tech, Tech Manager, Sales Rep, and Sales Rep Manager in addition to listed recipients.
* * *
Best Practices & Tips
Best Practices & Tips
1. Call Back and Call Alert Settings can be set at the Equipment level, Model level, or System level. We recommend they be set at the model level. Please see instructions for how to set at each level here
2. If this alert is repeating, then there is a pending Corrective Maintenance call still open for this equipment that is older than those listed on the alert. That older call must be closed/cleared in order for the alert to stop repeating.
* * *
Related Alerts
Related Alerts
ID572 - Triggers on New Service Calls that Qualify as Callbacks
* * *
0 Comments