Alert to help identify calls that are closed by unqualified techs or callbacks that were triggered from an unqualified tech.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
This alert will identify service calls that were closed by a technician who is not qualified to work on the model of the equipment on the service call and callbacks that are triggered from an unqualified technician. You must be using the qualification codes in e-automate for this alert to work; if those are not up to date, the information from this alert will not be accurate.
Run Schedule: Daily at 5:30 PM
Type of Output: Email
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Sample
Sample
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Variables
Variables
This alert does not have any variables.
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Alert Functionality
Alert Functionality
1. You must be using the qualification codes in e-automate for this alert to work. The qualification codes are found in Tools - Lists and codes - Qualification Codes:
Within each qualification code, you specify what call types and models are included in that qualification code.
2. The alert triggers for two different scenarios:
A. The technician on the service call is not qualified for the service call, either due to the model of the equipment on the call or the call type on the call.
B. The service call is classified as a callback, and the technician on the original call was not qualified for the service call, either due to the model of the equipment on the call or the call type on the call.
3. The alert reports all new calls at the end of the day; the alert will not report on a service call more than once.
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Best Practices & Tips
Best Practices & Tips
1. See this post for best practices for keeping tech qualifications up to date.
2. See this post for how to setup call backs and call alerts in e-automate.
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Related Alerts
Related Alerts
ID374 - Models Missing Qualification Codes
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