ID167
Set Callback on CBC/DBC for calltype category(s) other than CM
Output Type: Email
Dealerships using services like ProsElite and BEI struggle trying to get the CallBack counts in EAutomate and CEOJuice reports to match up, and this is due to EAutomate only looks back for calls where the calltype category is set to 'CM' (Corrective Maintenance) to determine if the previous call 'lasted' for the specified #Clicks or #Days.
ProsElite is one 3rd party that also uses calltypes with the calltypecategories of 'CC' (Courtesy Call) and 'PM' (Preventative Maintenance call) to flag a callback, and others still want to include install calltypes (category 'IR') . Basically anytime a machine is touched by a tech, a subsequent call within the days/clicks parameters is deemed a callback.
This alert goes thru and selects newly closed non-rescheduled calls in the last 24 hours that were not flagged by EAutomates standard callback check (only look for last closed 'CM' call), and revaluates the callback parameters by looking back for the last calltype(s) using the calltype category(s) specified in VariableW below (defaults to 'CC') and will mark the callback and update the callbackoverridden by columns on the appropriate newly closed calls that don't pass the callback check using these additional calltype categories.
This task will also add a 'note' to the service call if you specify a notetype in variableX that we should use to add the remarks that this process 'updated' the callback flag.
