Call Center List page

The Call Center List summarizes the status of each patient enrolled in the Call Center. You have access to patient contact information and a history of previous calls for only the patients assigned to you. The Call Center List page is the homepage for Call Center staff.

Each row of the Call Center List summarizes the status of a patient based on the visit in which the patient has ePRO forms to complete. If the patient has forms to complete in multiple visits:

• The Call Center List shows data based on the first visit that the patient started.
• If the number of attempts made to contact the patient about the first visit reaches the configured maximum for the Call Center, the Call Center List shows data based on the next-started visit in which the patient has forms to complete. This logic applies to each visit in the sequence of visits that the patient has started.
• If the number of attempts made to contact the patient about the last-started visit reaches the configured maximum for the Call Center, the Call Center List shows data based on that visit, with the number of remaining contact attempts set to zero.

The following tasks use this page:

• Adding a patient to the Call Center.
• Viewing a list of Call Center patients.
• Searching for a patient.
• Viewing Call Center details for a patient.

To view a job aid that you can print, see:

• Quick Reference: Call Center.

  Fields in the Call Center List page

  Option	Description	Note
  Column
  Search drop-down lists and Submit button	Selections that enable you to locate particular patients in or out of the Call Center queue.	If you select All in the first Search drop-down list or click Clear Filters and then click Submit, all patients appear in the Call Center List, including paper-based patients. The Patients Due selection displays only patients in the queue. You can also search specifically for paper-based patients.
  Patient ID	Unique identifier for the patient.	The Patient ID is a link to the Patient Detail page. By default, patients appear in ascending Patient ID order by creation date.
  Name	Patient name, in the format <firstname lastname>.
  Language	Language selected on the Patient Profile page.
  Arm	Study arm to which the patient has been assigned.
  Type	Survey completion mode for the patient: Web-based Phone-based Paper-based	For more information, see Preferred method of contact.
  Queue Start Date	Date that the patient entered the call queue.	This field is empty if the patient has no forms to complete.
  Target Completion Date	Date that the Call Center survey window closes.	This field is empty if the patient has no forms to complete.
  Next Call Date	Date that the next call to the patient is due.	This field is empty if the patient has no forms to complete.
  Patient Contact Time	Preferred calling time in the time zone where the patient resides.	The time appears as the time in the patient's time zone, followed by the time zone.
  User Contact Time	Preferred calling time in the time zone of the Call Center user.
  Attempts Made	Number of actual phone calls made to the patient.	The application calculates this number from the Patient Detail page by counting the number of times that a call has been logged. This field is empty if the patient has no forms to complete.
  Remaining Attempts	Number of notifications remaining before the patient is removed from the call queue.	Notification is by phone. This field is empty if the patient has no forms to complete.
  Last Call Outcome	Reason that the Call Center was unable to reach the patient.	The action taken at the last call; for example, Left Message Home.
  Assigned To	Staff member or manager assigned to the patient (displays only for managers).	Call Center managers can view all assignments. Call Center staff can view only the patients assigned to them.
  Buttons
  Assign Staff	Assign Call Center staff to patients.	Visible only to Call Center managers.
  Clear Filters	Reset the Search feature to the default.
  Reset Assignments	Discard current changes to the Assigned To drop-down list.	Visible only to Call Center managers. You can use this feature only if you have not submitted the new staff assignment by clicking Assign Staff.

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