It is important that you have your Call back and Call Alert settings correct in eAutomate. Our alerts for excessive calls, call backs, call alerts (ID101, ID206, ID572, ID651), as well as eAutomate reports, are based on those settings.
For a call to be flagged as a call back, it must have been:
*less than the number of days in the call back criteria AND
*under the set number of clicks
To be a CallBack the Call MUST BE under the number of days. However, a call under the number of days may be DISQUALIFIED based on having met the click target. No such thing as a CallBack based only on clicks.
When the call is entered in eAuto, the call back flag is based solely on the number of days since the last call. When the service tech enters the meter reading on the call, if the number of clicks exceeds the call back threshold, the call back flag will be removed. So only calls meeting both criteria will be flagged as call backs.
Parameters can be set at:
1. Equipment level, or
2. Model level, or
3. System level
We recommend the Model level
Use our Alert ID295 - Model Category Mapping App so you can have reference for whether machine high volume is expected.
The system uses a simple logic for checking for Call Backs and Call Alerts.
1. First it checks the Equipment Record
To set at equipment, enter the call back/call alert data as below, and no checked box. If there is no check mark AND zeros for a field, then the call backs and call alerts will be disabled.
If the check mark is not set, it then looks at the model record.
2. Next it checks the Model Record, in EA Under Inventory / Models
To set at Model, enter the call back/call alert data as below, and no checked box. If there is no check mark AND zeros for a field, then the call backs and call alerts will be disabled.
If the check mark is not set, it then looks at the System Defaults.
3. Finally it checks the System Default Settings, in EA under Tools / Options / Service Calls / Dispatch Console
We have some standard recommendations for a starting guide below
Some users only want call number of days calculated, and not call back clicks. OR vice versa, only clicks calculated, not days. Whichever you don't wish to use, set with 0 or 99,999,999 to have not considered for call backs. BUT NOT BOTH!
We highly recommend setting to 99,999,999 as this is visually more intuitive for front end users.
These screenshots show how to set for Call Backs at 14 days, but NO clicks considered:
NOTE THAT CALLBACKS BY CLICKS IS FIXED IN EA VERSION 8.7 and above. IT IS BROKEN IN EA VERSION 8.0 and 8.5.