Interaction Records

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Interaction Records

Phone Call Management

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Calls are the fundamental units for tracking customer support in Eritrium. Each time a customer calls your company for information or assistance you will create or update a call record. Eritrium uses calls to record dialog with customers or users. The software provides a complete call-management system that enables you to open, track, report on, and close calls. By relating every call to a person, group, organization, opportunity, etc…, Eritrium builds a complete call history for every call received and ensures that you have the information you need when you assist a customer.

 

Each call represents a unified reason that a person has called your company. Calls are composed of a series of events, which represent each conversation you have with a customer or each action that you take to resolve a customer's issue.

 

By relating every call to a person, group, organization, etc…, Eritrium provides you with complete call histories and ensures that you have the information you need while you are still on the phone with a customer.

 

Calls are assigned to Call Queues. A call queue is a storage place for calls that have not been assigned to a specific user. Many organizations take basic information from a caller, open a call, and assign it to the next available user.

 

Your administrator defines the call queue structure at your site and can specify the queues that you see by default. If you are in the software support group, for example, you may not need to see calls for the hardware group. You can have as many call queues as you wish.

 

Eritrium makes it easy for you to track a call's history and follow a call from its initial entry into your system until the call is closed.

 

Each call has at least one event tied to it. When you open a call, your system clock starts tracking the time; in other words, the meter is running.

 

You describe an event in the text box. If you only have one event tied to the current call, this description remains in the box. If a call has more than one event associated with it, you can view a summarized description of those events.

 

There are different ways to add Calls from the main menu:

From the main menu: File>New>Phone Call

From the main menu: File>Open>Phone Calls. Eritrium will open the Phone Calls list window. The use the push button {New}

From the any of the following forms; Organization, Person, Trouble Ticket, Service Request, Asset, Sales Opportunity, Activity, Quote, Sales Order, form top menu: Actions>Add Phone Call.

 

The Call "Code" is the only required field.

 

There are different ways to View and Edit existing Phone Calls:

From the main menu: File>Open>Phone Calls. Eritrium will open the Phone Calls list form so the user can filter records using the standard procedures or edit any record doing double click on it

From the left tree view option panel: Doing double click on any of the following icons: Phone Calls or My Phone Calls.

From the any of the following forms; Organization, Person, Trouble Ticket, Service Request, Asset, Sales Opportunity, Activity, Quote, Sales Order, On tab Sales Orders, select one item and do double click on it

 

To Delete existing Phone Calls, edit the one you want to remove and use top menu option: File>Delete.

The following figure shows an example of Phone Call details form:

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The information managed by the phone call form is the following:

General:

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Code: Identification code for the call generated by Eritrium

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Organization: Organization from which the call is logged.

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Contact: Person doing or receiving the call.

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Summary: Short description of the call content

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State: The state of the call. It can be one of the following:

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In progress

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Closed

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Priority: The priority assigned to the trouble ticket. It can be one of the following:

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High

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Medium

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Low

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Phone: Phone number

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Type: It can be one of the following:

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Inbound: A call received

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Outbound: A call that we perform

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Opened By: User who logs the call.

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Assigned To: User who is currently working on the call.

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Department: Group to which the call is assigned.

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Closed: User who closes the call.

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Elapsed Time: Time spent since the call is created until it is closed.

Description: Long description of the content of the phone call.

Actions: The list of actions performed during the life time of the phone call.

Related Objects: List of objects linked to the pone call. Doing double click on any of them, the related details form will be displayed.

Documents: List of documents associated to the call. By doing double click on any of them, Eritrium will open the related document details form. See Document Management for more information.

Mails: List of all the mails sent to the contact person using Eritrium. By doing double click on any of them, Eritrium will open the related mail details form.

 

The actions that can be performed from this form are:

View:

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Organization: Eritrium will open the associated organization details form for the call.

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Contact: Eritrium will open the associated contact details form for the call.

Actions:

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AutoAssign: Eritrium will assign the call to the user executing the option. The call must be unassigned in order to use this option.

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Dispatch: This option returns the call to the unassigned tickets queue.

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Send: This option send the call to another department.

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Add Action: This option records an event (conversation) into the actions log associated to the call.

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Close: This option will archive the ticket.

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Link to: This option associate the call to another Eritrium object. It can be one of the following:

Asset

Service Request

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Send Email: Eritrium will generate a new email for the call.

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Add Document: Eritrium will add a new or existing document to the call.