Reminds technician to contact customer with an ETA
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Overview
Overview
Communication is key and many companies have a requirement that the technician must call the customer within specified hours of the call being received.
This alert will chase the tech (with an optional copy to manager) if they have not made contact within the required time frame.
Run Schedule: Every 15-Minutes
Type of Output: Email
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Sample
Sample
First Email Sent:
Escalated Email (note "Escalated" in subject line) per Variable1:
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Variables
Variables
Variable W: Note Type you've created for techs to record contacting customer
Variable X: Minutes from Open Date/Time’ to alert if no note for Note Type found on the call. If a technician must call within 2-hours, set to 120 minutes.
Call Received time seen here on Service Call or in Dispatch Console:
Variable Y: Call Type Categories to trigger on (if blank considers CM)
Variable Z: Customer Numbers to exclude from triggering (separated by comma)
Variable 1: Enter number of minutes past Open Date/Time for escalation e-mail (Optional)
If this variable is left blank, then an e-mail will be sent after minutes listed in VariableX with ALL recipients on copy.
Variable 2: Custom Property set on Tech Employee Record to limit which techs alert considers (leave blank for ALL)
Variable 3: Trigger on rescheduled calls, Enter Yes/No
Variable 4: Branch Numbers to report on (separated by comma) or blank for ALL
Variable 5: Enter Yes/No - Yes=Calculate time based on most recent time between On Hold Release Time or Call Date. This essentially ‘restarts the timer’ on a call that was placed on hold. If left blank, defaults to NO.
For example:
- The call is open for 100 minutes, put on hold for however long (doesn’t matter the length of time it’s been on hold), then released from hold - No emails will be sent until 120 minutes since the time the call was released (so essentially that first 100 minutes ‘didn’t count’). That’s when the tech email would trigger. Then 240 minutes after being released the escalation would send.
- The call is open for 140 minutes, put on hold, then released from hold - The tech email would be sent after the first 120 minutes, then once the call is released from hold the timer would ‘re-start’ for the escalation, so the escalation email would be sent out 240 minutes after the call was released from hold and the tech would not get another email in the interim.
- The call is open for 300 minutes and then put on hold - The tech would receive the email after 120, the escalation would go out at 240 minutes, and then when the call is released from hold it would not send any more emails for either tech or escalation.
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Alert Functionality
Alert Functionality
-Alert will only fire once for both first and escalated notice levels
-If you are using Variable1 to send escalation notice, then 1st email (minutes past due per VariableX) will only send To Tech. Then escalation email (minutes past due Variable1) will send To Tech and any others set on subscription (Tech Mgr, To/CC/BCC)
-If you are NOT using Variable1 to send escalation notice, then 1st email (minutes past due per VariableX) will send to ALL To selections (Tech and Tech Mgr) and/or fixed email addresses in To/CC/BCC of your alert subscription:
- To tech is not checked or no escalation is set – It will send tech email to branch roles and anyone on TO/CC (including tech mgr if checked)
- To tech is checked and no escalation – tech email will go to tech, branch roles, and anyone on TO/CC; no escalation will be sent
- To tech is checked and there is an escalation – tech email will go to tech and escalation will be sent to branch roles, anyone on TO/CC, tech, and tech mgr (if checked)
-If a call goes from pending to on hold (or any other status for any reason), it won’t be considered during the time it’s out of pending. But once call is flipped back to pending, if call qualifies, the alert will consider that original Date/Time received (from when call first created) and will send both the standard and escalation emails. For example, if a call is received/created, then put on Credit Hold before the alert fires and then 3 hours later it’s removed from Credit Hold (back to pending status) , the call is now outside of the variable for escalation. The alert will then send the email to the tech and to whomever is on the escalation. Even if the call has actually only been pending for a total time of 40 minutes (or whatever that number happens to be).
OR if you are using Variable5 Calculate time based on most recent time between On Hold Release Time or Call Date, then then essentially the timer restarts on a call that was placed on hold. For example:
- The call is open for 100 minutes, put on hold for however long (doesn’t matter the length of time it’s been on hold), then released from hold - No emails will be sent until 120 minutes since the time the call was released (so essentially that first 100 minutes ‘didn’t count’). That’s when the tech email would trigger. Then 240 minutes after being released the escalation would send.
- The call is open for 140 minutes, put on hold, then released from hold - The tech email would be sent after the first 120 minutes, then once the call is released from hold the timer would ‘re-start’ for the escalation, so the escalation email would be sent out 240 minutes after the call was released from hold and the tech would not get another email in the interim.
- The call is open for 300 minutes and then put on hold - The tech would receive the email after 120, the escalation would go out at 240 minutes, and then when the call is released from hold it would not send any more emails for either tech or escalation.
-If a tech is reassigned and doesn’t create a new note stating customer contacted, then alert will fire again.
-Alert considers you're Service Hours (SLA Code) for considering minutes past due. More on SLA Codes HERE.
Create Note Type
Create Note Type
-To create Note Type, Tools / Lists & Codes / Note Types. Note Type must match what you have listed in VariableW and set to 'Allow changes, edits, and deletions of notes of this type':
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Best Practices & Tips
Best Practices & Tips
Remote Tech Set Up:
Remote Tech Set Up:
1. Initial set up:
In remote tech Admin, make sure “ShowCallNotes” is Enabled and that “Customer Called” is shown. If you are missing the Call Note, please click HERE for how to set up.
**Note, Customer Called should show as above with "Hide" as this actually means it is showing. Clicking "Hide" will hide the note in RemoteTech**
2. Instructions to Technician:
Call: After receiving a call, technician needs to call the customer in one hour to let them know that the call has been assigned to them, providing an estimated ETA. If you get a voice mail leave this information on the voicemail.
Time frame: one hour from receipt of call
Note: After calling the customer, go into the call and add a call note. This note type is “Customer Called”. You should add the note including the person you spoke with or voicemail, and the person’s name on the voice mail. If it was a general mailbox, put general mailbox.
Examples: called Steve Smith OR left voicemail for Jill be there tomorrow 9am OR called no answer no option for voicemail
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Related Alerts
Related Alerts
ID183 - Send email to Tech & Mgr when customers call in Requesting ETA
ID843 - Summary Custom Report of when a Customer Requests an ETA
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