Follow

ID489 - Calls of Specificed Call Type Still Open after Specified Hours for Designated Customer Overview & Sample

To be notified when call pending for more than specified hours for your special customers

Jump to Overview | Samples | Variables | Alert Functionality | Best Practices & Tips |  Related Alerts 

Click to Subscribe

Overview

Overview

This alert checks daily for calls of given type(s) which are still open for a given customer. Some customers are very sensitive about downtime for certain reasons and it's important to keep your finger on the pulse of what's happening with them, perhaps even proactively advise them of issues before they hear about it through the grapevine. This alert lets you specify customers with a Custom Property and will advise if calls of those types are still open after X amount of time (generally 24 hours). This alert does NOT exclude re-scheduled calls, it will simpy tell you if the call has been open (and the machine down) longer than Variable X.

 

Run Schedule: Every 10-Minutes, 1x per day per call

Type of Output: Email

*  *  *

Sample

Sample

ID489Sample.PNG

 

*  *  *

Variables

Variables

ID489Variables.PNG

Variable W: Call Types to trigger on (separate by comma or left blank to trigger on ALL)

Variable X: Number of hours since the call has been created (can be a decimal 6.5 = 6 hours 30 minutes) This is NOT business hours.

Variable Y: Custom Property assigned on Customer Record identifying which customers to trigger on. If left blank will report on ALL eAuto Customer Records.

 

 

*  *  *

Alert Functionality

Alert Functionality

-Alert will notify once per day on any call open after hours pending per VariableX has been reached. Will then notify once per day until call no longer pending.

-OnHold calls will get a daily morning reminder.

-If VariableY set to ALL, then will consider ALL Customers. If VariableY set with Custom Property (ZCJCallOpen489), then will only consider Customers with Custom Property set to YES.

-Limit Call Types by listing in VariableW or leave blank for ALL Call Types to be considered.

-Anyone listed as recipient will receive one email per service call (summary not available):

ID489To_CC.PNG

-Alert can be cloned so you can use to set different hours, different call types, even different Custom Property for varying needs:

*different Custom Property not required, but at least one variable in each "clone" must be different from the other subscription(s)

ID489Clone.PNG

*  *  *

 

Best Practices & Tips

Best Practices & Tips

 

Custom Property Set Up

Custom Property Set Up

Step 1:

Create new attribute via Tools / Lists & Codes / Attributes:

Attribute Name: ZCJCallOpen489 (must match your VariableY)

Description: Identifier for ID489

Data Type: Yes / No

CP1.PNG

Step 2:

Add attribute ot Custom Property Configuration for Customer Records via Tools / Lists & Codes / Configuratins (custom properties):

BE SURE to select Configuration assigned to Group = Customer Configurations:

CP2.PNG

Then use Available Attributes search, (1) quick add, (2) set default to NO, finally (3) select OK:

CP3.PNG

 

 

 

*  *  *

Related Alerts

Related Alerts

ID166 - To Notify Salesrep when a call is opened/closed for a particular customer/equipment

ID193 - All Calls On Hold > W business hours 

ID288 - New Call opened after hours for Custom Property set on Customer

ID595 - Customer Flagged for 'special care' has been invoiced

ID691 - Open Calls for Customer Type

 

*  *  * 

 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.
Powered by Zendesk