Service : Important Settings & Codes in EA overview

In eAutomate, there are key areas where service related data are reporting information based on how codes and other settings have been set up. It is important to set these up correctly:

1. Works Days & Hours: Check your work hours are set up, i.e. open 8am to 5pm, see more here

Check your holidays each year and ensure they are set up, these are days your company is closed i.e. Thanksgiving and Christmas, see more here

2. Technicians employee record are correct, see more here

3. Travel Costs and Burden Rates:  It is important to have these set up in your system in order to obtain accurate contract profitability. Some clients will absorb a travel cost within the set burden rate, in those cases no need for a travel cost to be set, see more here

4. On-Hold Codes: When a call is placed On Hold, most times you intend to stop the response time clock. To stop response time, the onhold code must be set up to stop Response Time Calculating. If you schedule calls, use a specific on-hold code to stop the response clock. See more here

5. Incomplete Codes: Most times Incomplete calls are put on hold, therefore Incomplete Codes should be linked to an on-hold code otherwise the call needs to be manually assigned an on hold code, see more here

6. Call Types: Only a call type category of CM (Corrective Maintenance) should be used on break/fix call types, those calls where customers have requested service, these are calls that track response hours. Additional options - PM (Preventative Maintenance) calls should only be assigned to similar PM or cleaning type calls. CC (Courtesy Calls) should only be assigned to a courtesy type call. IR (Installs/Removal) assigned to installs, equipment move type calls. O (Other) a miscellaneous type call, see more here.

7. Meter Types: Our reports and many of ECIs require that any color meter or black meter be tied back to the correct meter type category. Only meters that do not relate to a black or color can be left as other. These are updated under Tools / Lists & Codes / Meter Types.

8. Service Codes: It is important that your Service Codes are set correctly, if they are not then it can affect multiple areas in eAutomate. They are assigned to contract billcodes and determine what is/is not covered, and also determine the GL account where revenue and costs are posted, see more here

9. Model Categories: If you want to understand your MIF (Machines in Field) breakdown, for example segment 1 color printers Vs Segment 6 MFP, broken down by click volume and total MIF, this requires you have Model Categories set up accurately and assigned to your Models, see more here

10. Rescheduling Calls Correctly: Any time a tech leaves a call for any reason (even for a lunch break), best practice is to mark the call Incomplete in e-automate. This will automatically create a second/re-scheduled call linked to the first. If you are not re-scheduling separate visits to the customer you are making it impossible to track first-call-fix-rate and generating skewed data for tracking response time, among other things, see more here 

11. Stopping inaccurate closed call data on service calls: Best practice is to set up eAgent to auto invoice $0 service calls, and then set eAutomate to not invoice when there is excessive hours recorded on the call, see more here

11. TimeCard Entries: Are you using timecard entries to track non screwdriver time? see more here

12. Enabling Text Messaging Feature, for new service calls to Techs, see more here



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