Alert when a new call for equipment is created and there are other pending calls for the same location.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
To alert specified person(s) whenever a new call is created and there are other open calls pending for the same street address. This is to allow time for the dispatcher to possibly coordinate the tech(s) if one tech could do both calls. The alert checks the street address on the call by checking the address from the left-most character up to the first carriage return (hard enter) in the address to identify calls at the same street address level, not just at the same exact full address.
This assumes that your users are using the key sequence in the customer addresses to put the Suite/Floor information on a separate line in the address from the street. It also assumes that your users are consistent in their use of abbreviations in the street names across all customers (ST or Street, Ave. or Ave or Avenue).
Variable W is where you put in the Customer Type Code(s) (the code, not the description) for any customer types you want to be ignored for this alert. This is for dealerships who are having techs create "dummy" calls for shop/parts trip/lunch, etc, where the dealership is the customer (thus a ton of calls every day at the same location that need to be ignored). NOTE: This will trigger regardless of whether the calls are assigned to the same tech or different techs.
Run Schedule: Every 15 minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Customer Type Codes - List the customer types for customer records that should be ignored by this alert. Separate multiple codes with commas.
Variable X: How many techs assigned to address - Option to only have the alert trigger when X number of different technicians are assigned to calls at the location. The default value is 1, which will trigger the alert when two or more calls are at the same location, regardless of who the call is assigned to.
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Alert Functionality
Alert Functionality
1. The alert will not trigger if the customer type for the customer on the call is one of the types specified in Variable W.
Customer types are found in e-automat in Tools - Lists and Codes - Customer Types:
2. The alert won't trigger for any calls where the call type is in the IR category.
3. The alert will only trigger on the call once.
4. The alert will trigger for calls in the following statuses: Pending, Hold, Dispatched, and Scheduled.
5. The alert logic checks the first line of the address on the customer record.
For the alert logic to properly find customers at the same street address, the customer address must be uniformly set in e-automate so that the first line of the address is the street address and the second line contains any suite or other numbers. Also, the abbreviations used in the street address must be uniform so that the logic can find the matches.
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Best Practices & Tips
Best Practices & Tips
None at this time.
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Related Alerts
Related Alerts
None at this time.
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