Primary Subject for Call (2)

Screen ID: 

Screen Title: 

Panel Number:

UWRAPUP-05

Primary Subject for Call

5977


Click here to magnify

 

Access this screen by selecting a call type and Edit or view, or by selecting the Add Code (F5) button on the entry Primary Subject for Call Configuration screen.

Additional Resources

 Learn more:1-Click Trackers in Phone Operator feature  

You can even restrict who needs to enter a wrap-up code.  Learn more.

About this Screen

This screen lists the primary subject for call for the Phone Op Wrap Up Code feature that are entered in the Phone Operator Wrap Up screen.  These are used in conjunction with a call type to further explain the reason for the call.  If you allow it, when your employee access this text in the Member Tracker screen, they can adjust the text and add additional text.

1-Click Trackers, allow you to configure Wrap Up feature to write out a Tracker note automatically after each call.  This saves your call center operators from having to remember to log their conversation, providing some consistency in your Tracker records, and speeding up the time it takes to start serving the next caller in line. 

The power of the 1-Click Trackers is in how you configure this screen. Chose from two options for configuring "Create a Tracker note" which you to determine which type of answer (canned or detailed), will be used. After the call type and primary subject to call codes are entered on the Phone Operator Wrap Up screen, the entry Tracker conversation screen will appear with the other configured items below (some of which can be changed), you will have two options:

  • Standardize the Tracker text that is recorded

  • Force your operator to enter their own Tracker conversation text in the following Tracker screen.

Both options provide Tracker conversations so you can review how credit union call center spends its time and for further improvement analysis. 

Field Descriptions for 1-Click Tracker in Phone Operator

Field Name

Description

Create a Tracker note

This defaults to None (1-Click Tracker feature not used)

Select "Use standard note content only" and the "Standard Content for Tracker Note" area will appear at the bottom of the screen allowing you to enter your tracker comment that will be automatically added to the Tracker that is generated from the 1-Click Tracker feature.  (See note above.)

Select "Use standard note content, allow edit" to allow the call center employee to enter a personalized note on the Tracker that is generated from the 1-Click Tracker feature.  (See note above.)

Tracker Type

(Only displayed if Create a Tracker note is selection other than none)

Used with the 1-Click Tracker feature (see above)

Enter the Tracker type that will be used for the Tracker that is generated with the 1-Click Tracker feature.  

Memo Type

(Only displayed if Create a Tracker note is selection other than none)

Used with the 1-Click Tracker feature (see above)

Enter the Memo Type that will be used for the Tracker that is generated with the 1-Click Tracker feature.  This can be changed by the operator.

Need group

Task

(Only displayed if Create a Tracker note is selection other than none)

Enter the Need group and task that will be used for the Tracker that is generated with the 1-Click Tracker feature.  This can be changed by the operator.

These are not required fields.  If not used, the operator will need to fill in the fields themselves when entering a Tracker.

Activate the follow up flag

(Only displayed if Create a Tracker note is selection other than none)

Elect whether to check the flag requiring follow-up on the Tracker that is generated with the 1-Click Tracker feature.  This can be changed by the operator.

If marked, default to employee ID (leave blank to force operator to specify

(Only displayed if Create a Tracker note is selection other than none)

Elect whether to default an employee ID in the Tracker that is generated with the 1-Click Tracker feature.  This can be changed by the operator.  Leave blank to force the operator to enter their employee ID.

Standard Content for Tracker Note

(Only displayed if Create a Tracker note is configured to "Use standard content")

Enter the default text you wish to appear on the Tracker conversation as a default text for the Tracker conversation for the Tracker that is generated with the 1-Click Tracker feature.  This CANNOT be changed by the operator. If you wish for the operator to be able to change the text, use the Force note to be entered by operator selection in the Create a Tracker note field.