This article describes how Agents log Non-Revenue calls. Non-Revenue calls are defined as follows:
- Calls that do not belong to the agent's assigned department
- Status Checks
- CSI
From the Agent Console select Non-Revenue
The Non-Revenue page of the Agent Console contains the following four sections:
- Dealership - (If applicable) Displays each assigned dealership
- Call Type - Identifies the type of call received
- Inquiry Type - Identifies the call classification type
- Transferred To - (If applicable) Identifies to whom the call was transferred
If applicable, select the Dealership
Call Type
The Call Types are categorized based on the intended departments for the call and consists of the following selections:
- Sales
- Service
- Parts
- Finance
- Other
Select Call Type (required)
Inquiry Types
The Inquiry Type selection is required only for Sales and Service call types.
Sales:
- Phone Up - Call is a Fresh or New Sales lead
- Follow Up - Call is not Fresh or New, the customer may be calling back or returning a call.
- CSI - Outbound Call, CSI activity
Service:
- Phone Up - Call is a Fresh or New Service lead
- Status Check - Call is to check on the status of a vehicle
- CSI - Outbound Call, CSI activity
Transferred To
After selecting Inquiry Type the Transferred To selections populate (except for CSI calls). The Transfer To selection identifies where the call was transferred within the dealership. Selections include the following:
- BDC - select this option if the call was transferred to the BDC
- Sales Dept - select this option if the call was transferred to the Sales Dept
Once the Transferred To department is selected, the person the call was transferred to can be selected from the drop-down box.
Select Save to log the call.
