Alert to check for service calls that are put on hold instead of being rescheduled.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
We found situations where Techs were avoiding 'reschedules' and stopping response times by placing needed parts on the original call from the customer without going on site, and putting that original call 'OnHoldForParts' to stop response time. They 'knew' they needed parts and that they didn't have them, so to hit the response time without triggering a reschedule, they found this little workaround. This alert will go to the tech's manager anytime a non-rescheduled call is placed on hold, where the on-hold code stops response time. You can specify in Variable W if you only want to be notified for these non-rescheduled on-hold calls with Parts on the call.
Run Schedule: Every 15 minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: All or Parts Only - Set to ALL to trigger on all calls or Parts to only trigger on calls that have parts assigned to them.
Variable X: Custom Property - Name of the custom property set to YES on the e-automate employee record, identifying techs to report on.
Variable Y: Branch Numbers - List the branch numbers to report on, separating multiples with commas. Leave blank to report on all branches.
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Alert Functionality
Alert Functionality
1. The service call must be on hold, with an on-hold code that has the option to 'Calculate response time using release date and time' checked.
2. The call has not been rescheduled. If the call that is on hold is a rescheduled call, you'll see the green 'Rescheduled Call' note on the call:
3. The technician on the call has the ZCJFieldTech custom property set to Yes.
4. If Variable W is set to 'Parts', then there must be at least one part attached to the call.
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Best Practices & Tips
Best Practices & Tips
See this post for some notes regarding the different call statuses, including rescheduled calls.
This post has notes on the best practices for rescheduling calls.
Custom Property Set Up
Custom Property Set Up
Follow the steps below to set up the custom property to be available on your employee records. The ZCJFieldTech custom property is used with many CEO Juice alerts so it may already be set up in your e-automate.
1) In e-Automate click tools from the top tool bar and then select list & codes:
2) From the list or code type dropdown options select attributes:
3) Select the new button on the upper-right side.
4) Create the new attribute by completing the fields below and clicking OK:
Attribute name = ZCJFieldTech
Description = Is Field Technician
Data type = yes/no
5) From the list or code type dropdown options select configurations (custom properties):
6) From the configurations list double-click on the employee configuration:
7) From the available attributes dropdown select the attribute you created, check the default value box, and select if you want new records to be defaulted to Yes or No automatically. Next, click quickadd to add it to the selected attributes list. Then click OK to save the configuration.
8) You will now see this custom property in your employee custom properties:
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Related Alerts
Related Alerts
None at this time.
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