Some dealerships require that their technicians call the customer for all new calls within X minutes. This alert monitors those calls where the priority is W for longer than X number of minutes, indicating that the technician has not called the customer, changed the priority, or notified dispatch to change the priority. We suggest setting the initial Priority Code to New Call and when the tech calls the customer it is changed to a different code. Escalation alert is ID 5.
Sample output below indicates ABC Customer is Down and Tech 91 has not responded to the customer in at least the last 120 minutes. (2 hours). Response could be a phone call, not required to be on site.
VariableX = Priority Code (only one entry please)
VariableY = Minutes Open (Default is 90)