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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
This alert is a variation of ID129 All On Hold Sales Orders and Service Calls, but only triggers on service calls. There is also an option to set an upper limit on the number of hours on hold with variable Y, so that you could set the alert to see calls on hold longer than W hours, but not longer than Y hours. The alert can also be limited to only certain call types or priorities.
Run Schedule: Weekly on Monday mornings
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: On-Hold Lower Limit - Minimum number of hours the call has been on hold to trigger the alert.
Variable Y: On-Hold Upper Limit - Maximum number of business hours the call has been on hold. The alert will stop reporting on the call when the business hours on hold exceed this value. Leave blank to have no upper limit to the hours on hold.
Variable X: Call Types - List the call types for the alert to monitor. Leave blank to monitor all call types.
Variable Z: Call Priorities - List the call priorities for the alert to monitor. Leave blank to monitor all call priorities.
Variable 1: Custom Property - Custom property ZCJFieldTech set to Yes on employee record. The alert will only trigger for calls where the technician assigned has the custom property set to Yes.
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Alert Functionality
Alert Functionality
1. The alert is triggered when the number of business hours on hold exceeds the lower limit threshold (Variable W) but is not over the upper limit threshold (Variable Y). The business hours are calculated beginning at the time the call was set on hold:
2. The alert can be limited to only certain call types. Call types are found in Tools - Lists and Codes - Call Types:
3. The alert can also be limited to only certain call priorities. Call priorities are found in Tools - Lists and Codes - Service Priorities:
**Please note that the filters for Call Type and Call Priority are AND filters, so if the call type filter is set to 'CO' and the priority filter is set to '23', then the alert will only trigger on calls where the call type is CO and the priority is 23.
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Best Practices & Tips
Best Practices & Tips
1. See documentation here on how your company hours are set in e-automate.
Custom Property Set Up
Custom Property Set Up
The ZCJFieldTech custom property is used across several CEO Juice alerts, so it is most likely already created in e-automate.
Attribute name = ZCJFieldTech
Description = Is Field Technician
Data type = Yes/No
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Related Alerts
Related Alerts
ID8 - New Service Calls and Sales Orders on Credit Hold + Variable W On Hold
ID129 - All Sales Orders/Service Calls On Hold by Type Greater Than W Business Hours
ID294 - Calls On Hold Starting With
ID489 - Calls of Call Type W Still Open after X Hours for Customer Y
ID654 - Call Placed on Hold Awaiting Customer Reply
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