Create Call Record

An Analyst can log the Call details as Incident or Request. 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 a new Call Record, perform the following steps:

1. Log in to the application as an Analyst.
   

2. Navigate to Call > User > Manage Calls > New Call Record for User.
   New Call Record page is displayed.
   

   Figure: New Call Record
   

3. Enter all the required details on the new Call Record page and click Submit.
   On performing this action a new Call Record is created.

   
   For more information about the fields on the new Call Record page, refer to the Field Description.

   Field	Description
   Department	Select Department from the dropdown list for which you want to create the Call Record.
   Caller	Specify Caller Name for whom you want to create the Call Record. This field is applicable only for the internal users of Apex application. Specify the Caller Name in the associated text box and select the name from the suggestion list. You can also search the Caller by name, e-mail id, or mobile number. Click the search button associated with the Caller text box and type in /E-mail ID/Mobile Number. Select the Name from the list. Note After the Caller Name is selected, the Call Record Dashboard is displayed with the last 5 Call Records List, including Incident List, and Service Request List.
   External User	Select External User checkbox to log Call Record as Enquiry for an external user. If the External User checkbox is selected, then the following additional fields are displayed: Contact Name: Specify the name of the external user. Contact Number: Specify the phone number of the external user. Email: Specify the id of the external user. Department: Specify the department for which the external user works. Location: Specify the location of the external user.
   Medium	Select Medium by which the issue is notified to the Analysts. Options provided in the dropdown are  Application, Chatbot, Mail, Phone, Web
   Subject	Enter the subject of the Call Record which states the purpose or an issue
   Description	Enter a brief description about the Call Record.
   Attachment	Click on the upload icon to attach any supporting files or documents pertaining to the call.
   General Information
   Type	Select the Call Type from the drop-down list. To know more about Call Types, refer Configuring Call Types. If the customer reports an issue and cannot be categorized as Incident or Service Request, then the Call Record must be logged for External Users by selecting the checkbox, Create Call Record by. selecting the Call Type created for Enquiry. Incident: If Incident is to be created the Call Record, select the Call Type created for Incident. Service Request: If SR is to be created the Call Record, select the Call Type created for Request.
   Workgroup	Select Workgroup to assign the Call Record. Select Management checkbox on the WORKGROUP page to make the Workgroups available on New Call Record page.
   Assigned to	Select the Analyst name to assign the Call Record to work upon.
   Actual Effort	Specify the time required to resolve the issue.

Note

• Analysts can log Call Records as Incident, and Service Request for internal users. For external users (not using Apex 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.

• As you start typing in the Subject field on the New Call Record page page, a list of Knowledge Records relevant to the entered Keyword(s) in the Subject field will display in the Recommended Solution(s).

• The Analyst can use the Knowledge Records (KRs) to provide solutions to the End Users by referring to the existing Knowledge Article and avoid logging new Incidents, Service Requests, or Enquiries. Click   to expand the Recommended Solution(s) Found pop-up. Click the required Knowledge Record to view the details on the new tab.

Note

• If the Call Record is not assigned to any Analyst while creating the Call Record, it remains in the New status. If assigned to any Analyst, the status becomes In-Progress.

• If an Incident/SR is created from the Call Record, the status of the Call Record automatically changes to Closed.

Creating Incident / SR from Call Record

Select the 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 Incident for User or New Service Request for User page. Fill in the required details and click Submit. A new Incident or Service Request is created and the Call Record is closed automatically.

Note

While creating SRs from a Call Record, the Create SR from Excel Upload, Download Catalog Template icons and Add to Cart options are not available on the Actions panel.

For more details about the fields refer to New Incident , New Incident For User, and New Service Request For User