When you abort a phone call, SuccessWare21 prompts you to select an Abort Code, to indicate why the call was aborted. This assists with tracking the Call Taking Closing Rate.
Abort codes are only recorded for Service (or Sales) calls.
Abort Codes are added through the Reference Library. Select the "21" Main Menu, Setup, Reference Library, Customer Service, Call Abort Codes. Use the right-click popup menu, or press CTRL+ENTER, to go into Modify Mode, and enter your Abort Codes.
From the Call Taking form, with an open Service (or Sales) Phone Call, press the ESC key. On the option form, select Abort and click ‘OK’. The Abort Phone Call form will be displayed. Select an Abort Code from the drop-down menu, then click ‘OK’. If you click ‘Cancel’ you will return to the Call Taking form, with the Phone Call still open and in progress.
From the Drop-down Menu, you can press Ctrl+Enter to edit the abort Codes. You can also edit them through the Reference Library.
From the Call Taking form, press F11 to bring up the Call Taking Review form. On the Review form, check the box to display Aborted Phone Calls.
The Phone Call Report has been modified to accommodate the new features.
· Use the Aborted group of radio buttons to select whether you want to display No Aborted Calls, Only Aborted Calls, or All Calls.
· Columns in the report have been reorganized and a new column added for the abort code.
· Group and final totals in the report now show booking ratios for Service, Sales, and resolution ration for Concern calls.