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Clearing vs. Rescheduling

New Member
Posts: 9
Country: USA

Clearing vs. Rescheduling

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?
Platinum Elite Contributor
Posts: 14,384
Country: Australia

Re: Clearing vs. Rescheduling



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


Use the details tab when clearing the activity rather than a note
New Member
Posts: 9
Country: USA

Re: Clearing vs. Rescheduling

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.'
Platinum Elite Contributor
Posts: 14,384
Country: Australia

Re: Clearing vs. Rescheduling

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