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ID928 - Schedule Calls with Appointments Overview & Sample:

Daily alert to technicians of all scheduled calls for the day, including an additional email when a scheduled call is within variable W hours of the due time.

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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts

 

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Overview

Overview

The best practice for handling scheduled calls is to create a specific on-hold code for scheduled calls, then place the calls on hold using this on-hold code so the response time clock is stopped. 

Unless you pay attention to the Day View in the dispatch console, you have no way of being notified that there is an appointment for a scheduled call. Each morning, this alert will send the technician a list of their appointments for scheduled appointments for that day. The alert will also send an email wth the appointment is within variable W hours of the due time. This alert can also be used as a reminder to release the on-hold code so your response time is not negatively impacted on scheduled calls.

 

Run Schedule:  Summary email sent once each weekday morning, separate email sent when the scheduled due time is within Variable W hours.

Type of Output: Email

 

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Sample

Sample

Sample Summary for Day:

Sample Single Call/Escalation Notice:

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Variables

Variables

928_variables.png

Variable W: Notification - The number of hours before the due time to have a reminder email sent. The default value is 2, which will send an email to the technician two hours before the scheduled start time for the call. Enter -1 in this variable if you do not want the reminder email sent, only the daily summary email.

Variable X: Branch numbers - Enter the branch numbers for the alert to trigger on, separated by commas. Leave blank to trigger for all branches.

 

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Alert Functionality

Alert Functionality

1. This alert looks for open service calls with a status of 'scheduled'. To schedule a service call, right click on the call and select "schedule", enter the scheduled date and time as shown below:

928_schedule2.png

2. The alert sends a summary email each morning, if the scheduled time on the call is LESS than the number of hours set in variable W, that call will NOT be included in the summary email. You will still receive the single call email for the call.

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Best Practices & Tips

Best Practices & Tips

1. E-automate now has an option for logging a service call that will become active at a future date. (Versions prior to 20.1 do not include this option.)

To use this process, you'll need to create a system-level on-hold code named 'ScheduledResponseReset':

928_eaonholdcode.png

Once this code has been created, when you schedule a service call, the Schedule Service Call screens Technician assignments for all selected calls will include a Reset response start time check box.

928_resetresp.png

 

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Related Alerts

Related Alerts

ID929 - Calls with Response Time Ticking

 

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