The Analyst can log the call details as Incident, or Request. If the customer reported issue cannot be categorized as Incident or Service Request, the Call Record should be logged as Later, the Analyst can create an Incident/SR from the Call Record. If an Incident/SR is created, the Call Record is closed automatically. The Analyst can log the Call Records as Incident/SR only for internal users. For external users, a Call Record can be logged only as Enquiry.
To create new Call Records:
- Select Call > User > Manage Calls > New Call For User. The CALL RECORD DETAILS page appears.
- Fill in all the required details on the CALL RECORD DETAILS page and click SUBMIT. A New Call Record is created. For more information about the fields on the CALL RECORD DETAILS page, see the Field Description.
- Click SUBMIT. A new Call Record is created.
Figure: CALL RECORD DETAILS page
Notes:
- Analysts can log Call Records as Incident, and Service Request for internal users. For external users (not using SUMMIT application), an Analyst can log the Call Record only as Enquiry.
- To create a Call Record for external users, select the External User Check box. Additionally, Analysts need to fill the external user's information.
The following table describes the fields on the CALL RECORD DETAILS page:
Field | Description |
|---|---|
Tenant | Select the Tenant from the drop-down list for which you want to create the Call Record. |
Caller | Specify the Caller Name for whom you want to create the Call Record. This field is applicable only for the internal users of Summit application.
|
External User | Select the External User check box to log Call Record as Enquiry for the external users. If the External User check box is selected, following additional fields are displayed:
|
Medium | Select the medium by which the issue is notified to the Analysts. There are four types of medium: Application, Mail, Web, and Phone. |
Subject | Specify the subject or reason of the Call Record. |
Description | Type in a brief description about the Call Record. |
Attachment | Click the Upload Attachment button and select the file from the system to upload the required attachment the Call Record. |
GENERAL INFORMATION | |
Type | Select the Call Type from the drop-down list. Call Type first. To know more about Call Types, see Configuring Call Types. If the customer reported issue cannot be categorized as Incident or Service Request, the Call Record should be logged as For external users, only option is available to create the Call Record. Select the Call Type created for Enquiry.
|
Workgroup | Select the Workgroup to assign the Call Record. Management check box on the WORKGROUP page to make the Workgroups available on CALL RECORD DETAILS page. |
Assigned to | Select the Analyst's name to assign the Call Record. |
Actual Effort | Specify the time required to resolve the issue. |
Notes:
- If the Call Record is not assigned to any Analyst while creating as it remains in the New status. If assigned to any Analyst, the status becomes In-Progress.
- If Incident/SR is created from the Call Record, the status automatically changes to Closed.
IN-PROGRESS
To change the Call Record status to IN-PROGRESS:
- Click the IN-PROGRESS tab and fill in all the mandatory fields. For more details about the fields on the IN-PROGRESS tab, see the above Field Description table. Click SUBMIT.
Under the IN-PROGRESS tab, the PRIVATE LOG is available to interact with the Analysts. Specify the message and click SUBMIT. The messages are displayed in the right of the PRIVATE LOG box.
Figure: Call Management: IN-PROGRESS tab
ON-HOLD
The Analyst can also keep Call Records on hold resolve the issue later.
To change the Call Record status to ON-HOLD:
- Click the ON-HOLD tab and fill in all the mandatory fields. For more details about the fields on the ON-HOLD tab, see the above Field Description table. Click SUBMIT.
Under the ON-HOLD tab, the PRIVATE LOG is available to interact with the Analyst. Specify the message and click SUBMIT. The messages are displayed in the right of the PRIVATE LOG box.
Figure: Call Management: ON-HOLD tab
CLOSED
After the issue is resolved, the Analyst can close the Call Record. The Analyst needs to provide a Solution to close the Call Record.
Figure: Call Record: CLOSED tab
Creating Incident/SR from the Call Record
Select Call Type as Incident or Request and click SUBMIT at any status before closing the Call Record to create an Incident or Service Request (SR) from it. The CALL RECORD DETAILS page is redirected to the NEW INCIDENT/NEW SERVICE REQUEST FOR USER page. Fill in the required details and click SUBMIT. A new Incident/Service Request is created and the Call Record is closed automatically.
Figure: Incident from Call Record
Figure: Service Request from Call Record
Note:
While creating SRs from a Call Record, the CREATE SR FROM EXCEL UPLOAD and DOWNLOAD CATALOG TEMPLATE icons are not available on the ACTIONS panel. The ADD TO CART option is also not available.
ACTIONS
For more details about the fields on the NEW INCIDENT and NEW SERVICE REQUEST FOR USER pages, see Logging Incidents for Users and Logging Service Requests for Users. This section explains all the icons displayed on the ACTIONS panel of the CALL RECORD DETAILS page.
SHOW LIST
Displays the list Call Records Created for the Selected Tenant. For more details about the CALL RECORD LIST page, see Viewing/Updating Call Records.
CHANGE HISTORY
Displays the list of changes made to the Call Record with Date, Time, Old Value, and New Value. Analysts can also search for a specific change on the CHANGE HISTORY page.
Figure: Call Record: Change History