Pipeline Actions

Pipelines show the various 'steps' that a Call is to go through along with supporting information and actions.  It appears on the Call Centre Ticket screen as a display 'tab' headed 'Timeline'.   The creation of the Timeline display comprises of a combination of three screens

Pipelines: Description of the Pipeline

Pipeline Stages: Defines the various 'Stages' that can be used within a Pipeline

Pipeline Actions:  Identifies the Pipeline Stages to be used within a selected Pipeline and also nominate action(s) required within the Stages

This screen defines the Pipeline Actions

Data Display Options

Field Position - On this screen you can move the field position by dragging the column heading left or right to the position where you want it to appear.

Entry and Display fields

Pipeline: From the dropdown list select the Pipeline to which this Action applies.

Stage Sequence: Enter a Sequence Number.  You can then use this sequence when printing out the Pipeline Actions.

Stage: From the dropdown list select the Stage to be linked to the Pipeline

Action Sequence: Enter an Action Sequence Number.  This is output to the relevant field in the

'Action Information' tab of the Call Centre screen where this Pipeline is used

Action Description: Open format field in which you can enter a brief description of the Action.  No checks are made on this entry.  This is then output to the relevant field in the 'Action Information' tab of the Call Centre screen where this Pipeline is used

Assigned To: If you wish this action to be assigned to a specific person then select that person from the drop-down list of Employees.

CCed To: If the action is to be copied to a second person then select that person from the drop-down list of Employees.

Required Days From Start: Enter the number of days from the start of the Call when this action is required to be completed.

Auto Email Action: If this is 'checked' then the Action will automatically be emailed to the 'Assigned To' and 'CCed To' email addresses.  If it is not 'checked' then the email activity can be carried out by right clicking on the record in the 'Action Information' tab of the Call Centre screen

Buttons

Close: This will close the Pipeline Actions screen. If you have any unsaved data then you will be asked if you wish to save it before the screen is closed.

Add: This will send the cursor to a new line for entry of a new Pipeline Action record.

Save: This will save the current data without exiting the screen

Cancel: Any changes made since the line was actioned or the last time the ‘Save’ Button was pressed will be lost.

Delete: This removes the current highlighted Pipeline Actions record.