Assignment Needs Attention

This feature of the Call Center can be used to help alert the dispatcher when there are assignments that need special attention. When any assignments need attention, a new indicator button lights up so that the dispatcher can take quick action to "handle" the situation. This indicator remains active as long as one or more assignments still need attention in the Call Center

Setting the “Needs Attention” Status

The “Needs Attention” status can be set for a assignment in one of three ways…

1) Automatically when the Call Center refreshes and processes progress attention checks. If enabled, the Call Center will check for the following statuses:

a. Dispatch Overdue - assignments that have not been dispatched and are within a predetermined number of minutes* of the scheduled onsite time.

b. Onsite Overdue - assignments that are not yet onsite and are a predetermined number of minutes* after the scheduled onsite time.

c. Pre-completion Overdue - assignments that are onsite, and are within a predetermined number of minutes* of scheduled completion.

d. Completion Overdue - assignments that are onsite, and are a predetermined number of minutes* after scheduled completion.

2) Manually from the call center by opening the Assignment Attention form, entering a comment indicating what the attention situation is, and checking the 'Needs Attention' checkbox.

3) Manually from a remote application (via SWAPI), by indicating the assignment “Needs Attention”.

*The actual number of minutes before/after the scheduled onsite or completion time is configured in the Company Setup form.

Finding the “Needs Attention” Assignments

In the Call Center, the ‘Needs Attention’ indicator will light up in red when there are any assignments that need attention. Simply click on the indicator, or select the ‘Needs Attention’ view setting in the Call Center’s Call Manager. The Call Manager will become visible if not currently visible and list all calls with assignments that need attention. Click on the call in the Call Manager, and the associated assignments are found and highlighted as usual.

To return to the "Calls on today's date" view in the Call Manager, right click in the top panel of the Call Manager (where it now says 'Needs Attention') and select the appropriate option.

Clearing the “Needs Attention” Status

Dispatch Overdue, Onsite Overdue, and Completion Overdue statuses are cleared (handled) automatically as the assignment is dispatched, on-sited, or completed.

Other attention statuses are handled manually. Once a manual attention status situation has been handled, you will want to clear the “Needs Attention” status. Simply right click on the assignment in the call center and select the 'Attention...' option to open the Assignment Attention form. Enter any notes that are relevant, clear the 'Needs Attention' checkbox, and, then click the 'OK' button.

NOTE: If you accidentally clear the attention status for an assignment , you can simply open the Assignment Attention form and check the 'Needs Attention' option to return it to the previous “Needs Attention” status.

Setup

To setup SuccessWare21 to automatically flag assignment attention based upon call progress, select the 21 Main Menu button | Setup | Company Setup. Select the Call Center tab, and configure the “Progress Attention” settings.

If you want to flag assignments that are not yet dispatched, but should be

· enable the setting for dispatch

· enter the number of minutes before the scheduled onsite time that dispatch is considered overdue.

If you want to flag assignments that are not yet onsite, but should be

· enable the setting for onsite

· enter the number of minutes after the scheduled onsite time that onsite is considered overdue.

If you want to flag assignments requiring pre-completion tasks

· enable the setting for pre-complete

· enter the number of minutes before the scheduled completion time that pre-completion is considered overdue.

If you want to flag assignments that are not yet complete, but should be

· enable the setting for complete

· enter the number of minutes after the scheduled completion time that completion is considered overdue.