Notifies when a service call has been On Hold for Parts for an excessive number of business hours.
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Overview
Overview
This alert is triggered when calls designated as On Hold for Parts remain open for greater than the number of business hours you specify. If a PO has been issued for the part(s), the PO number is noted in the alert. Once a call is escalated based on the number of hours you specify, it is noted as 'Escalated' and will be listed at the top of the alert.
Run Schedule: Weekdays at 9:00 am
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Business Hours Elapsed as On hold for initial trigger
Variable X: Business Hours to Escalate if still on hold
Variable Y: Branch numbers alert should fire on (separate multiples by a comma, or leave blank for ALL)
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Alert Functionality
Alert Functionality
-Business Hours are your company's business hours (set under Tools/Options/Company/Edit main branch settings)
-Only considers service calls containing WP (Waiting for Parts) in the On Hold Code. The System On Hold Code is [WP]:
-Calls are not required to be rescheduled, just must be On Hold Waiting for Parts for greater than the number of hours specified in Variable W.
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Best Practices & Tips
Best Practices & Tips
-We suggest that you setup any additional on hold for parts codes to have the 'WP' in the code so they will pull to the alert.
-Once a call is escalated based on the number of hours you specify, it is noted as 'Escalated' and will be listed at the top of the alert:
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Related Alerts
Related Alerts
ID294 - Calls On Hold Starting With
ID585 - Service Calls on Hold for Sales
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