Managing Call Reports

This chapter describes how to manage call reports. It includes the following topics:

About Managing Call Reports

Call reports are records of meetings and other conversations with clients, organizations, and individuals. Call reports are often required of employees because they:

Are a means for new relationship managers to learn about the client and its history with the organization.
Allow senior managers and product specialists associated with a certain client to keep up with the developments in the client relationship, even if they do not meet with the client on a regular basis.
Provide a record of important and informal agreements. In the event that a failed financing transaction results in legal proceedings, these reports are an important component of the legal process.

Administrators use these procedures to view a chart of call reports and manage call report templates. End users use the Call Reports screen to add a new call report, create a call report distribution list, designate a report as private, and email or print call reports.

Siebel Healthcare can provide notification of new call reports to designated individuals. For more information, see Siebel Business Process Framework: Workflow Guide.

You can generate reports that are specific to Siebel Healthcare. While you are in a view, click Reports in the toolbar to see a list of the available preconfigured reports for the data in that view. From the list you can access individual reports. For more information about reports, including how to customize, enhance, and create Siebel reports, see Siebel Reports Guide.

Scenario for Managing Call Reports

This scenario features sample tasks performed by a sales representative at a healthcare company and his manager. The scenario outlined in this topic is based on the business requirements of the healthcare industry. Your company might follow a different workflow according to its business requirements.

After returning to the office following a successful meeting with the client, a sales representative for the Large Group Division of a healthcare company loadsSiebel Healthcare to complete his call report. The representative navigates to his calendar and marks the meeting as Done. He then navigates to the Call Reports screen and enters a new call report to document the meeting. In the Report Detail view, he types a brief log of the meeting and adds the names of contacts and employees who participated.

Upon completing his report, the sales representative turns to the action items that resulted from the meeting. First, he must send an email to a fellow employee to tell her about the meeting. He uses the Email Report button on the Call Report form to accomplish this task.

Next, he remembers that he promised to include the client on the invitation list for the upcoming Charity Ball, so he adds an action item on the Call Reports Action Items view tab. He does this by clicking Add Action Items on the Call Report form. After he enters his action item, along with several others, he assigns them to members of his team for follow-up.

The sales representative’s boss is also a member of the client team. When she arrives in the office the next day and loads Siebel Healthcare, she reviews the new call reports on the Call Reports screen, reading about the meeting details and notes.

In this scenario, managers or Siebel administrators can useSiebel Healthcare to view graphical representations of their call reports, and perform volume analysis of their own calls, their team’s calls, or all call reports.

The end users are sales representatives who create call reports to record their meetings and activities. They enter information to:

Create new call reports
Create call report distribution lists
Create call report action items
Attach related documents
Specify a call report as private
Review and add additional notes or comments
Email or print call reports

Process of Managing Call Reports

This topic details sample tasks often performed by administrators and end-users when managing call reports. Your company might follow a different process according to its business requirements.

Administrator Procedures

The following list shows tasks administrators typically perform to manage call reports:

End-User Procedures

The following list shows tasks end users typically perform when managing call reports:

Viewing Call Report Charts

As a manager or Siebel administrator, you can use the Call Report Charts view for call volume analysis of your own calls, your team’s calls, or all call reports in Siebel Healthcare. Use this view to analyze call volume and call types by employee and by customer, in order to determine which clients are receiving the most service.

To view a chart for your call reports

Navigate to the Call Reports screen, then the Call Report List view.
From the visibility filter, select one of the following:
- My Call Reports
- My Team’s Call Reports
- All Call Reports
  The view selected returns an appropriate set of call report records to be analyzed.
Click the Charts link on the link bar.
The chart reflects only those call report records in the current query; that is, those records listed in the Call Reports list preceding the chart.

From the second Show list, select a chart type from the following table.

Chart	Comments
Call Type Analysis	A breakdown of all selected call reports by Call Type.
Call Volume Analysis	Charts the number of calls each month, quarter, or year.
Call Volume by Employee	Charts the number of calls each month, quarter, or year, employee.
Company Calling Analysis	Charts the number of calls for each company.
Employee Calling Analysis	Charts the number of calls for each company, by employee.

Note: Place your cursor over any chart segment to reveal additional information about that segment. Click a segment to drill down and refocus on just the call reports in that segment.

Activating the New Call Report Workflow

In order to enable Call Reports for end users, you must activate the New Call Report Workflow. For more information about activating workflows in Siebel, see Siebel Business Process Framework: Workflow Guide on Oracle Technology Network (http://www.oracle.com/technetwork/indexes/documentation/index.html).

After the administrator activates the New Call Report Workflow, the New Call Report icon appears in the upper portion of those screens for end users. When activated, the New Call Report Workflow allows end users to create call report records automatically from the Contacts, Companies, Activities, and Opportunities screens.

To use the New Call Report feature after it is activated, end users can do one of the following:

Click the icon
Choose File, Auto, and then the Call Report from the application-level menu
Use the short cut key Alt+P

Note: The New Call Report Workflow uses the Data Transfer Utility business service to transfer fields from one view to another. For information on the Data Transfer Utilities business service, see Siebel Order Management Infrastructure Guide. The current Data Map Objects used for the New Call Report in the Data Transfer Utility business service include: New Call Report - Account, New Call Report - Activity, New Call Report - Contact, and New Call Report - Opportunity.

Managing Call Report Templates

You can email call reports. Emailed call reports, like other communications in Siebel Business Applications, use templates to automatically format information in a message sent as an email. When you email a call report,Siebel Healthcare uses the Call Report Email template to populate the email message. For more information on configuring communication templates, see Siebel CTI Administration Guide.

To view or change the call report email template

Navigate to the Administration - Communications screen, then the All Templates view.
In the Templates list, query for the template named Call Report Email.
Review or change the call report in the Call Report Email form.

Siebel Healthcare provides additional syntax for customizing message templates, offering a way to embed multi-value fields within the body of the message templates. As an example of this syntax, examine the template text for the Call Report Email template.

Adding Call Reports (End User)

End users add call reports to create a record of meetings and other conversations with clients, organizations, and individuals.

To add a call report

Navigate to the Call Reports screen, then the Call Report List view.

In the Call Report form, add a record and complete the fields described in the following table.

Field	Comments
Associated Activity	The activity that is the subject of the call report; each call report can have only one associated activity. Selection of the associated activity is governed by the following constraints if those fields are populated: Same Company ID Same Primary Opportunity ID Same Primary Contact ID
Contacts	Enter the participating contacts who were at the meeting. Designate a primary contact if desired, otherwise the first contact selected becomes the default primary contact. Entries appear in the Report Detail view and on the printed Call Report.
Description	A summary description of the call report; enter a more detailed report in the Report Detail view.
Distribution	List additional employees from your organization who must receive the Call Report, but must not appear on the list of participants. The call report creator and all Employee Participants are automatically placed on the distribution list.
Employees	List employees from your organization who participated in the call. Entries appear in the Report Detail view and on the printed Call Report. The call report creator is automatically listed as a participant.
Opportunity	Associate an opportunity with the call report. You can view all call reports associated with any given opportunity from the Opportunities screen.
Type	The LOV type for this field is FINCORP_CALLRPT_CONTACT_TYPE.

Note: In the Call Reports list, the New flag is a calculated field and appears checked for five days after the creation of a call report. Your systems administrator can change this setting.

In the Call Reports list, drill down on the Description link to navigate to the Report Detail view.
In the Employees and Contact lists, enter detailed information about the call.
Information you enter here appears in emailed or printed call reports.

Creating Call Report Distribution Lists (End User)

A distribution list is the list of contacts who must know what is happening with a particular client. Usually, it is the coverage team for the client, plus any additional employee participants. The application automatically places the call report creator and each employee participant on the distribution list. For other employees, such as the coverage team, to receive a call report, end users must manually add them to the distribution list.

When end users use the call report Email Report feature, the distribution list controls who receives the report. The call report Print Report function and the Send Email function, both available through the application-level File menu (F9), are not affected by the distribution list.

To create a distribution list

Navigate to the Call Reports screen, then the Call Report List view.
In the Call Reports list, drill down on the call report for which you want to create a distribution list.
In the Distribution field, select one or more employees to add to the distribution list.
The selected name or names are added to the distribution list.

Associating Action Items, Notes, and Attachments with Call Reports (End User)

After an end user has added a call report, an end user can associate the call report with action items, notes, and attachments.

Note: Call report attachments, like the attachments for other activities, are stored in the S_ACTIVITY_ATT table.

To associate action items, notes, and attachments

Navigate to the Call Reports screen, then the Call Report List view.
In the Call Reports list, drill down on the desired call report.
To add notes or action items to the call report, in the Call Report form click the appropriate view tab:
- Notes. Adds notes or comments.
- Action Items. Adds an action item.
To attach external documents to a call report, click the Attachments view tab, and choose a file or select a URL.

Setting the Call Report Privacy Flag (End User)

Certain call reports might contain sensitive or confidential information about a given company or opportunity. Users can designate certain calls as private by clicking the Private check box in the call report form or list. After a call report is marked as private, only those employees on the employees list can access it.

To set a privacy flag

Navigate to the Call Reports screen, then the Call Report List view.
In the Call Reports list, select the desired call report, and click the Private field.
The call report is now categorized as private. Only the employees on the employees list can access it.

Emailing and Printing Call Reports (End User)

You can email or print call reports for distribution and record keeping. First, submit a call report and then email or print the report.

To submit a call report

Navigate to the Call Reports screen, then the Call Report List view.
In the Call Reports list, select the call report to submit.
In the Call Report form, select Submitted from the drop-down list.

Emailing or Printing a Call Report

Use the following procedure to email or print a call report.

To email or print a call report

Navigate to the Call Reports screen, then the Call Report List view.
In the Call Reports list, drill down on the call report to email or print.
In the Call Report form, one of the following:
- If you want to email the report, then click Email Report. The report is automatically emailed to everyone on the distribution list.
- If you want to print the report, then click the Reports icon on the toolbar. Select Summary or Detailed and then click Run.