TECH
TIPS
Using the Periodic Summary Report’s ‘Create Chart’ option
will give a quick visual chart of the call activity for a given period
of time. Use this chart, concentrating on the Max Inbound Trunks
vs. Operators on Duty to gauge whether your service is under or
overstaffed for a period of time. Generate this chart on a daily or weekly
schedule and give to service owners as a quick look at ‘how we
are doing’. (I call this, the ‘I know you didn’t ask
for it, but look at this great report’ report)
SCENARIO
“We bill our customers for each message taken. I have a new client that
wants us to use his website to gather information from his callers. How do I
track the number of times the operators are accessing the website to take information
from callers if there is no message ticket generated?”
SOLUTION
Use the Expanded Totals Hypertext command in combination
with the web address to track the number of times the website was accessed
from the operator console. For example, the following command could be
used:
{Go
to website @ www.telescan.net}
Each
time this command is accessed, on the expanded
totals, the ‘1’ field will increment.
When Totals are exported using Totals-to-Text,
use the ‘custom’ formatting option,
enable this field (Totals 1) in the report
output.
Note: There
are 2 ampersands used in this command. The first
ampersand indicates that the command to follow
will be a local command; the second ampersand
indicates that the command to follow will not
be a local command.
SCENARIO
“We are taking calls for a local organization that is collecting donations
for a charitable cause via credit card. We must gather the credit card and donation
amount information from the callers and our client has requested that we give
each caller a confirmation number. We do not have the Order Entry software that
will generate an order number. How can we give each caller a unique confirmation
number that we could then use to search for each donation collected?”
SOLUTION
Use the Message ID field attribute when building the
message form to gather the donation and credit card information. Creating
a field and setting this attribute to this field will generate a unique
number and assign it to the message upon accessing the message form.
This number can then be given to the caller as their confirmation number.
For more information,
contact Telescan at 800-770-7662 or visit www.telescan.net.
