The Call activity form is only displayed when a customer with previous or current outstanding live calls is selected from the Manual inbound results grid. When displayed the form title will include the name of the customer who has been selected. The form allows agents the opportunity to use grid items to process a current incoming or out going call.
What do you want to do?
This form is displayed when you click Contact management > Home page > Manual Call Inbound > Search > Right click a call activity.
The form is divided into three grids which allow agents to easily differentiate between previous calls, current calls and work booked directly through point of sale. The grids are called Previous calls and Outstanding items on call list.
The Previous calls grid displays calls which have been successfully completed at an earlier date. It could be regarded as a call history. If a WIP number is linked to the call if the call is used the system will reopen the wip in the work details screen. The grid is divided into six columns, these are described below.
The outstanding items grid gives users to select outstanding current calls and use them to perform the call or pass the call to an agent who has already attempted the call. This functionality allows greater consistency of customer handling by the call centre agents.
The Outstanding wip grid shows the details of any work booked in pos.
Calls in either grid are selected by double left clicking the line item, this action opens the linked script or the wip. If an agent does not wish to use any calls from the grid the Exit button should be selected in order that the call process can be continued.
Note:The right click Details option is only available when there is a WIP number on the Previous calls or Outstanding WIP grids on the Call Activity form for a customer.
GRIDS
Previous calls grid
- Script: The three character identifier for the script used in the call process
- Description: The description of the script
- Agent/group: The agent or group who were responsible for making the call.
- Date: the date the call was made.
- Time: the time the call was made.
- Notes: Notes added to the call during the call. This column could contain a WIP reference or a quote reference if the call was a service booking or showroom enquiry.
Outstanding items on call list
- Script: The three character identifier for the script used in the call process
- Description: The description of the script
- Status: the current status of the call. This could show as pending, call back or retry depending if the call has already been attempted or not.
- Agent/group: The agent or group who were responsible for making the call.
- Date: the date the call was made.
- Time: the time the call was made.
- Notes: Notes added to the call during the call. This column could contain a WIP reference or a quote reference if the call was a service booking or showroom enquiry.
Outstanding WIP
- Company: the pos company where the WIP is open.
- Department: the point of sale department where the WIP was raised. This could show as P(arts) or W(orkshop)
- WIP number: the reference number for the WIP.
- Vehicle: the registration number and description of the vehicle
- Date in: the date the vehicle is due in
- Status: the status identifier and description of the WIP status.
Display WIP parts / labour details:
This form is displayed when you click Contact management > Home page > Manual Call Inbound > Search > Right click a call activity > Click Detail option.
Parts Grid
Labour Grid
Buttons:
Close: Closes the Parts and Labour details form.
Customer Contact Management Form (Home Page)
Make a call tab
Manual inbound tab