This is a daily summary of service calls invoiced, highlighting which service calls did or did not have a contact with an email linked.
Jump to Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
ID188 is a daily summary report of service calls that did OR did not have a contact with an email linked. It identifies the dispatcher, so you can see who is not linking and may need more training.
Linking contacts on service calls is required if you want to if you want to survey your customer after a call is closed on ID109. Contacts are also needed on ID181 if you want to keep the customer updated on their service call status. Both alerts look at the 'caller contact' field on the service call.
It is good business practice to keep your contacts updated with emails, as they may be useful in other areas such as meter collection, billing and potential sales opportunities.
Run Schedule: Daily, end of day
Type of Output: Email
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Sample
Sample
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Variables
Variables
VariableW: # of Days AFTER a call is invoiced to include the call on the summary.
This Variable should match your survey ID109 Var W. The default is 1 day.
VariableX: ZCJDisableCallSurveys, custom property used on ID109 survey to opt out a customer
VariableY: ZCJDNS109, contact category used on ID109 survey to opt out a contact
VariableZ: Branch numbers alert fires on (list multiple branches separate by commas). Leave blank for ALL branches
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Alert Functionality
Alert Functionality
1. Alert sorts by Creator (of Service Call), then by Intended Recipient, then by Customer Name.
2. This alert reports all CM-Corrective Maintenance service calls that were Invoiced one day prior (per VariableW) and shows the calls that did or did not have a Caller Contact & email linked.
3. Alert reports back on Caller Contact (not Caller) entry on the Service Call:
Definitions/Explanation:
Qty Calls Closed with Caller Contact Linked: Reports on number of service calls that DO have a Caller Contact listed
Qty Calls Closed with NO Caller Contact Linked or Missing Email: Reports on number of service calls that DO NOT have a Caller Contact listed or the Caller Contact has no email address:
Qty Calls Closed where Caller Contact *declined (-decl) to give email address: Reports on number of service calls where Caller Contact has -decl in Contact Number.
This is used to provide visual queue to dispatcher that contact has already declined to give their email address so no need to ask again. * This DOES NOT STOP A SURVEY OR CALL STATUS FROM EMAILING TO A CUSTOMER, if an email is listed.
Qty Calls Closed where Caller Contact is *3rd Party (-3rd-): Reports on number of service calls where Caller Contact has -3rd in Contact Number.
This is used to provide visual queue to dispatcher that contact is a 3rd party contact who you do not want to follow up with on emails, so no need to ask for email address. * This DOES NOT STOP A SURVEY OR CALL STATUS FROM EMAILING TO A CUSTOMER, if an email is listed.
Qty Calls Closed where Caller Contact or Company Opted Out via ID109: Reports on number of service calls where Caller Contact OR Customer Record has opted out of receiving your surveys:
As seen on Contact Record:
As seen on Customer Record:
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Best Practices & Tips
Best Practices & Tips
1. Linking contacts on service calls is required if you want to if you want to survey your customer after a call is closed on ID109. Contacts are also needed on ID181 if you want to keep the customer updated on their service call status. Both alerts look at the 'Caller Contact' field on the service call.
2. If Service Call is NOT linked to a Caller Contact, then link from the drop down list:
If no contact exists, a new record will need to be created by Selecting New:
First name, last name, and email fields are needed:
*Please also see this link for Best Practices for Contact Records
3. See opt out for surveys ID109 here AND See opt out for call status emails ID181 here
4. If Contact Declines to Provide Email:
If a customer declines to provide an email and you want your dispatcher to stop asking each time they call in for service, you can add visualization for dispatchers to quickly identify this by entering a -decl- after the existing Contact Number.
Dispatchers will visually see the decline when entering future calls for that contact, and therefore stop future requests.
*IMPORTANT* adding -decl- to the contact number is a visual aid ONLY. IT DOES NOT STOP A SURVEY OR CALL STATUS FROM EMAILING TO A CUSTOMER, if an email is listed.
5. You can also add -3rd- to the end of the Contact Number for 3rd party contacts who you do not want to follow up with on emails.
4. See below eAutomate settings to stop the survey ID109 from being sent out. If this is set for a customer or contact, it will report on ID188 report
Opt out an entire customer from Survey ID109:
Opt out Contact from Survey ID109:
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Related Alerts
Related Alerts
ID87 - Emails dispatch at time of call entry if they forget to link a contact and email
ID109 - Sends a survey to your customer after a call is closed
ID181 - Sends an update on the call status to your customer, when a call is entered/dispatched/completed
ID886 - End of day summary for Sales Orders with a contact/email linked or not linked
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