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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.

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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

ID9_No_Escalate.png

 

ID9_Escalated.png

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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)

 

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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)

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

-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.

ID9_On_Hold_Codes.png

-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

ID585 - Service Calls on Hold for Sales

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