Call Analysis
The Call Analysis screen is found at Customer Care > CRM > Call Analysis. From here you can analyze customer call records.
The fields available on the Call Analysis screen are:
| Field | Description |
|---|---|
| Sort By | Sort search results by Type, Reason, or Result. |
| Salesperson | Search for call analysis by salesperson. |
| Territory | Search within a specific territory. |
| Category | Search for call analysis by call category. |
| Type of Call | Search for call analysis by call type. |
| Reason For Call | Search for call analysis by reason for the call. |
| Result | Search for call analysis by call result. |
| From Date/To Date | Search for call analysis within a specific date range. |
Click Add a Call to open a new window where you can enter a new call.
Click Add a Note to open a new window where you can add a new note to a call.
The Schedule a Call to open a new window where you can schedule a call.
Add a Call
The fields on the Add a Call screen are:
| Field | Description |
|---|---|
| Customer | The customer number. |
| Contact | If desired, the call can target a specific customer contact. |
| Category |
The category the call falls under. |
| Reason for Call | Why the call is being scheduled. |
| Date of Call |
The date on which to call. |
| Salesperson | The salesperson making the call. |
| Type of Call | The type of call are you scheduling. |
| Result | The result of the call. |
| Comments | Comments on the call or any special instructions for the call can be entered. |
| Multimedia |
Images or files related to the call. |
Click Save Changes to save your updates and continue working on this call.
Click Save and Close to save your changes and close the modal.
Click Clear Changes to remove any changes you made since the last save.
Click Add Multimedia to add images or files.
Click Cancel to close the modal without saving.
Add a Note
The fields on the Add a Note screen are:
| Field | Description |
|---|---|
| Customer | The customer number. |
| Salesperson | The salesperson making the note. |
| Date of Call |
The date of the call this note is about. |
| Category |
The category the call falls under. |
| Comments | Comments on the call or any special instructions for the call. |
| Multimedia |
Images or files related to the call. |
Click Save Changes to save your updates and continue working on the note.
Click Save and Close to save your changes and close the modal.
Click Add Multimedia to add images or files.
Click Reset to clear the changes you have made thus far.
Click Cancel to close the modal without saving.
Schedule a Call
The Schedule a Call screen allows you to schedule and track customer calls.
The fields on the Schedule a Call screen are:
| Field | Description |
|---|---|
| Customer/Multiple Customers | The customer number, or select the Multiple Customers link to include multiple customers. The Selection Criteria tab appears allowing you to create a criteria, narrowing down the type and amount of customers selected. |
| Number of Calls |
The number of calls you wish to make (including the initial call entered) within the specified Frequency. If the Number of Calls is more than one, the repeating calls are not scheduled on a Saturday or Sunday. For example, if a call is set for a Saturday the system allows the first call to be on a Saturday, but it automatically moves all following calls to the next Monday. However, if that Monday would move the call into the next month then it schedules the call for the last Friday of that month. |
| Frequency | The number of calls to be scheduled for the customer or customers to be contacted regarding the details of the scheduled call (e.g. Once, Weekly, Bi-Weekly, Monthly, Bi-Monthly, Quarterly, Semi-Quarterly, or Yearly). |
| Start Date | The date you wish to begin calling the selected customer or customers. |
| Salesperson | The salesperson making the call. |
| Contact to Call | If desired, the call can target a specific customer contact. |
| Area of Interest |
The area of interest or category the call falls under. Note:
|
| Type of Call | The type of call are you scheduling. |
| Reason for Call | Why the call is being scheduled. |
| Comments | Comments on the call or any special instructions for the call can be entered. |
Click Save to save your changes and close the modal.
Click Reset to clear the changes you have made thus far.
Click Cancel to close the modal without saving.
Data Source: CMASCP
Security: 500 Management Central - CRM or 700 Customer Care - CRM
Revision: 2024.04