R17670

Case Detail/Summary Report

Run different versions of this report to display and organize detail or summary information for closed cases. Versions have been set up to organize cases using these methods:

• Case by provider group – version XJDE0001

• Case by product model – version XJDE0002

• Case by environment – version XJDE0003

• Case by equipment number – version XJDE0004

Case (G90CE0201), Case Detail Summary Report

R17671

Case Statistics by Assignee

Use this report to create reports that display close cases by:

• Assignee – version XJDE0001

• Provider group – version XJDE0002

Case (G90CE0201), Case Statistics by Assignee

R17672

Case Statistics by Product

Use this report to create reports that display closed case statistics and organize the report by any of these methods:

• Cases by product model – version XJDE0001

• Cases by environment – version XJDE0002

• Cases by equipment number – version XJDE0003

• Cases by item number – version XJDE0004

• Cases by provider group – version XJDE0005

Case (G90CE0201), Case Statistics by Product

R17673

Case Duration Statistics by Product

Use this report to create reports that display the duration of closed cases and organize the report by any of these methods:

• Cases by product model – version XJDE0001

• Cases by environment – version XJDE0002

• Cases by equipment number – version XJDE0003

• Cases by item number – version XJDE0004

• Cases by provider group – version XJDE0005

Case (G90CE0201), Case Statistics by Product

R17674

Print Case

Use this report to print case information. Through the processing options, you can specify to print associated media objects.

Case (G90CE0201), Case Print

R17680

Escalated Cases

If you are escalating cases using the notification method, run this report to check for cases that the system needs to escalate.

See Escalating (Promoting) Cases.

Case (G90CE0201), Escalation Processing

R90CG700

Cases by Customers Report

Use this report to review cases by customer. The last page of this report contains a summary that lists the quantity of case records included in the report for each customer.

Case (G90CE0201), Cases By Customer

R90CG701

Cases by Priority Report

Use this report to view cases organized by priority (user defined code [UDC] 17/PR). Cases are then sub-grouped by customer. The last page of this report contains a summary that lists the quantity of case records included in the report for each case priority.

Case (G90CE0201), Cases By Priority

R90CG702

Cases by Status Report

Use this report to view cases organized by status (UDC 17/ST). Cases are then sub-grouped by customer. The last page of this report contains a summary that lists the quantity of case records included in the report for each status.

Case (G90CE0201), Cases By Status

R90CG703

Cases By Type Report

Use this report to view cases organized by type (UDC 17/CT). Cases are then sub-grouped by customer. The last page of this report contains a summary that lists the quantity of case records included in the report for each case type.

Case (G90CE0201), Cases By Type

R90CG704

Cases Status By Agent Report

Use this report to review case status organized by call center agent.

Case (G90CE0201), Cases Status By Agent

R90CG705

Case Analysis By Product Family

Use this report to review case information organized by product family (UDC 17/PA).

Case (G90CE0201), Case Analysis By Product Family

R90CA014A

Action Plan List

Use this report to view all summary information about all action plans, such as the description of the plan and the list of included activities. The report also includes additional information about each activity, such as the activity type, the assignee, when the activity should begin, and when the activity should be completed.

Action Plan/Activity (G90CE0202), Action Plan Listing

R90CA1301B

Activities by a Customer Contact

Use this report to view all assigned activities for each customer. The activities are grouped by customer and include each activity's contact name, phone number, description, date scheduled, start time, and activity type.

Action Plan/Activity (G90CE0202), Activity-Activities By Customer

R90CA13D

Periodic Planner

Use this report to display selected user schedules, including activities and to-do items, for a specified period of time. The report also includes all related details for each activity or to-do item.

Action Plan/Activity (G90CE0202), Activity-Periodic Planner

R90CA060A

Competitor Item Sheet Detail

Use this report to view all information about a competitor and the competitor's products. You can use this report to compare the products from the organization with those of the competitors.

Competitor G90CE0203), Competitor Price Selected

R90CA0111A

Contacts for a Customer

Use this report to view each contact, along with the associated contact information for each selected customer.

Customer (G90CE0204), Contacts By Customer

R90CA080B

Customer/Contact Summary-Sel

Use this report to view summary information for all customer records in the system. The report includes the associated contact names for each customer, along with information for each contact.

Customer (G90CE0204), Customer Contact Summary

R90CA080G

Customer Summary - Selected

Use this report to view summary information about selected customers, such as sales team members, opportunities, and contacts.

Customer (G90CE0204), Customer Summary

R90CA0101E

Employee Phone List

Use this report to view all active employees in the system, along with their titles and phone numbers.

Employee (G90CE0205), Employee Phone List

R90CA01B

Customer Partner List

Use this report to view all partners in the system, along with summary information about each partner, such as the name, address, contact information, and URL.

Partner (G90CE0206), Partner List

R90CA070AA

Contact Address Avery 5163

Use this report to produce shipping labels for each contact in the system in Avery 5163 label format. The report includes each contact's name, company name, street address, city, state, postal code, and country.

Case (G90CE0201), Contact Address Shipping (Avery 5163)

R90CA070B

Contact Address Avery 5160

Use this report to produce mailing labels for each contact in the system in Avery 5160 label format. The report includes each contact's name, company name, street address, city, state, postal code, and country.

Case (G90CE0201), Contact Address Shipping (Avery 5160)

R90CA070C

Contact Address Avery 5161

Use this report to produce mailing labels for each contact in the system in Avery 5161 label format. The report includes each contact's name, company name, street address, city, state, postal code, and country.

Case (G90CE0201), Contact Address Shipping (Avery 5161)

R90CA55CAT

Product Catalog List

Use this report to view all product catalogs, along with the available products that are associated with each catalog.

Product Catalog (G90CE0108), Product Catalog List

1. Print Product Model or Item Number

Specify whether the system includes the product model or the item number on the Case Detail report or the Case Summary report. Values are:

Blank: Product model

1: Item number

2. From Date and 3. Thru Date

Specify the from date or the through date.

Note. If you leave the Thru Date processing option blank, the system uses the current date.

1. Print Report

Specify whether the system generates the Case Summary report or the Case Detail report. Values are:

Blank: Case Summary

1: Case Detail

1. From Date and 2. Thru Date

Specify the from date or the through date.

Note. If you leave the Thru Date processing option blank, the system uses the current date.

3. Case Type for Handled Live

Specify the case type for live requests. Live requests are from customers who speak to a representative on the first call. The request types appear in the request statistics on the report. Enter a value from UDC 17/CT.

4. Closed Case Status

Specify the status for closed cases. Cases with this status appear in the statistics on the report. Enter a value from UDC 17/ST.

1. Print Media Object

Specify whether to include associated media objects on the report. Values are:

Blank: Do not include.

1: Include.

1. Display Cases Processed for Escalation

Specify whether the system displays cases that are not escalated. Values are:

Blank: Print both escalated and not escalated cases.

1: Print only escalated cases.

1. Enter Search Type for an Employee:

Specify the search type from UDC 01/ST that is used to identify employees.

2. Enter Phone Number Type for Business Phone:

Specify the business phone type from UDC 01/PH.

1. Enter Phone Number Type for Business phone: and 2. Enter Phone Number Type for Fax number:

Specify the business phone type or the fax phone type from UDC 01/PH.

3. Enter Type - Address for Work Address:

Specify the work address type from UDC 01/AT.

1. Enter Phone Number Type for Business phone:

Specify the business phone type or the fax phone type from UDC 01/PH.

3. Enter Electronic Address Type for Internet Address (url):

Specify the internet address type from UDC 01/ET.

1. Enter the Search Type for a Customer:

Specify the customer search type from UDC 01/ST.

1. Enter Phone Number Type for Business phone:

Specify the business phone type from UDC 01/PH.

2. Enter Electronic Address Type for Internet Address (url): and 3. Enter Electronic Address Type for Email address:

Specify the internet address type or the email address type from UDC 01/ET.

4. Enter Type - Address for Work Address:

Specify the work address type from UDC 01/AT.

1. Enter Phone Number Type for Business phone:, 2. Enter Phone Number Type for mobile phone:, and 3. Enter Phone Number Type for fax number:

Specify the business phone type, mobile phone type, or fax phone type from UDC 01/PH.

4. Enter Electronic Address Type for url (Internet Address):

Specify the internet address type from UDC 01/ET.

1. Enter Phone Number Type for Business phone

Specify which customer phone number to print on the report. Values are stored in the UDC 01/PH table.

1. Start Date and 2. End Date

Specify the beginning date or the end date in the date range for which you want to track lead information. If you leave this processing option blank, the system uses current date.

1. Include "Task" Section

Specify whether the system prints the Task section on the report. If you leave this option blank, the system includes the Task section and the Activities section on the report. If you enter 1 in this option, the system includes only the Activities section on the report. Values are:

Blank: Include.

1: Do not include.

1. From Date and 2. Through Date

Specify the from date or the through date. If you leave this processing option blank, the system uses the current date.

1. Print Report

Specify whether the system prints summary, detail, or summary and detail case information. Values are:

Blank: Case detail and summary information.

1: Case detail information.

2: Case summary information.

1. From Date and 2. Through Date

Enter the from date or the through date. If you leave this processing option blank, the system uses the current date.