Customizing reclassification options through permissions.

[Andreina]

Currently there is no option to customize the reclassification options for the csr with out giving them full access to reclassify every call. As of now, we have to go through every call that is taken and reclassify the ones that are related to an existing job.  Allowing for a customizable option through permissions will make the reclassification process efficient for reporting and call linking. Is there a solution to this in the works? 

[Andreina]

Some calls allow us to link to jobs and some don't. We have monitored the type of jobs we are trying to link. Scheduled and completed and it is a hit and miss with both. Do you know why this is happening?

[Chayo80]

interesting, so calls are showing as abandoned and system is not letting you reclassify them?- Typically you can't reclassify if the calls has already been linked to a job. If by mistake it was attached to a different file/job then you would need to detach form the wrong one and then reclassify it

[Chayo80 · Accepted solution]

When the customer calls and it is related to an existing job. Have your CSR add a note to the job's history, this will automatically link the call to the job, like "customer called for ETA", "customer called for payment", as long as anything is done within the job, it will link the call. 

[Andreina]

Thank you, for the response. This can only happen from the call booking page? 

[Chayo80]

yes, sorry for the late response - glad this helped 😎