Custom fields on resolution

[Mark (ESC)]

Hello

Is it possible to add custom fields on resolution.
We would like to add some context to each call to help with our KPIs, such as user away on holiday, 3rd party involved etc

Thanks

 

 

 

[Steve Giller]

Not Custom Fields, not - but that sounds like a great fit for Resolution Profiles.

[Mark (ESC)]

@Steve Giller Thank you.

We already have a set of closure categories in place, and the agent selects the appropriate options depending on what resolution was used.

What we were looking into was adding context to each call, for example, "user on holiday", "3rd party" or "no contact received". 
Is it possible to have more than one resolve category to be chosen.

[Steve Giller]

5 minutes ago, Mark (ESC) said:

Is it possible to have more than one resolve category to be chosen.

No, but you could add those as subcategories below the main options.
You could also use snippets to standardise your resolution notes (or part of them) and report against the content of the resolution text.

[Mark (ESC)]

Our Closure subcategories already are populated with the choices our agents use, for our various levels of support.



And the snippets text would be visible to the end-user , even if we used codes, some of our end-users will wish to know what they refer to.

 

 

[Steve Giller]

You could utilise Custom Buttons and have an Auto Task populate a Custom Field - if you have a large number of codes that would become cumbersome, but for a smallish number that would achieve what you need.

Something along those lines?
If space is a premium you could display icons only

Or if you want to allow for longer descriptions you can convert to a drop-down list

You can use the filters on the Buttons to ensure they only display at an appropriate stage of the Request.

 

[Mark (ESC)]

@Steve Giller Thank you.



Added these in today with custom tasks, and they have resolved the issue.

Much appreciated