Clearing vs. Rescheduling

[MattG]

Imagine we have a backlog of scheduled calls for a couple of our users. Each one has around 400 rollover calls each morning, due in part to a prior policy where they weren't cleared, plus any new calls scheduled during that time.

The current procedure for taking a call goes like this:

Activity is scheduled for today

Note is added in contact's history when called

Activity rescheduled

Something is telling me it should be done differently. I would assume it would go as follows:

Activity is scheduled for today

Activity is cleared, user enters notes

Follow-up is scheduled

After some discussion with the other office folk, we agree that both end up accomplishing similar results. ...But something tells me it would be more beneficial for reporting, tracking, etc. if the things were actually cleared.

What are the differences?

[GLComputing]

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MattG wrote:

Something is telling me it should be done differently. I would assume it would go as follows:

Activity is scheduled for today

Activity is cleared, user enters notes

Follow-up is scheduled

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Use the details tab when clearing the activity rather than a note

[MattG]

Aye aye shipmate, a misnomer on my part.

But is there a benefit to clearing calls? Or a problem with rescheduling and not clearing? I think the reason we reschedule them is because 'that's what's been done in the past.'

[GLComputing]

By just rescheduling, you won't have reports on call history

Using Followup will still copy the info from the current activity so it's pretty easy