Follow

ID9 - Service Calls on Hold Like WP > W Business Hours (Escalate >X Hours) Overview & Sample

Notifies when a service call has been On Hold for Parts for an excessive number of business hours.

Jump to Overview | Samples | Variables | Alert Functionality | Best Practices & Tips |  Related Alerts | Task App

Click to Subscribe 

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

*  *  *

Sample

Sample

Sample of report for call

Sample_No_Escalation.jpg

*  *  *

Variables

Variables

 

ID9_Variables.jpg

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)

 

*  *  *

Alert Functionality

Alert Functionality

-Business Hours are your company's business hours (set under Tools/Options/Company/Edit main branch settings)

Business_Hours.jpg

-Only considers service calls containing WP (Waiting for Parts) in the On Hold Code.  The System On Hold Code is [WP]:

System_On_Hold_Code.jpg

 

*  *  *

 

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.

 

 

*  *  *

Related Alerts

Related Alerts

ID585 - Service Calls on Hold for Sales

*  *  * 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.
Powered by Zendesk