Call Types - Best Practice & Set Up

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Where to setup call type in EA  |  Call Type CATEGORIES  |  CM Corrective Maintenance Importance  |  Call Type Recommended List

It is important for call types to be set up correctly and linked to the correct category, EA reports and CEOJuice reporting break out calls based on categories and can effect reporting results when not set correctly

Where to setup call type in EA

Where to setup call type in EA

View your list of Call Types in eAutomate under: Tools / Lists & Codes / Call Types

Call Type category

Call Type CATEGORY options

In the call type you must assign a category to each call type 

CM Corrective maintenance - Break/fix type calls should be set to a CM to track response times, as well as other reports correctly

PM Preventative maintenance - PMs, schedule cleaning etc

CC Courtesy call - inspect for contract, toner delivery, meter collection etc

IR Install Delivery & Pick up - Delivery of new equipment, pick up old equipment, pick up lease return equipment, equipment moves etc
SH In house shop call - in-house shop work etc

PH Phone fix support - service resolved over the phone, and no onsite tech required

O Other - used when other options above don't qualify

CM - Corrective Maintenance

CM - Corrective Maintenance

We often find clients who have no or few Calls with CM call type category. Corrective Maintenance type calls should be used in every break / fix situation and many reports, in eAutomate and CEOJuice reports depend on this. Any call that is a break/fix call, typically a customer has called in to report a problem, whether on contract or time and material should be in the CM category for these to work properly.

Installs and scheduled PMs are NOT break fix calls. 

DUMMY CALLS FOR LUNCH, TRAINING ETC. SHOULD NEVER BE CM CALLS.

List of Suggested Call Types

List of Suggested Call Types

Below is an example list of codes, our advice is to start with a short list and expand as needed