The Customer Contact report provides a compilation of the reports on the instances when an investigator communicates with a customer who has submitted a report of any feedback type.
Parameters
The following graphic shows the parameters you can select to generate the report.
Table 1. Customer Contact Parameters
Parameter
Description
From Date
Start date of the time period covered in the report.
To Date
End date of the time period covered in the report.
SubType
Feedback subtype of the complaints to be included in the report.
Show Customer Name
If selected, the name of the customer who submitted the feedback is shown
in the report.
Show Operator Name
If selected, the name of the employee mentioned in the feedback is shown
in the report.
Include Valid Feedback
If selected, only feedback with the selected Feedback subtype that is
marked valid in the COM Investigator or COM Representative screen is included
in the report.
Include Invalid Feedback
If selected, only feedback with the selected Feedback subtype that is not
marked valid in the COM Investigator or COM Representative screen is
included in the report.
Checking both Include Valid Feedback and Include Invalid Feedback options
means that all feedback with the selected feedback subtype will be included
in the report.
Sort by EmployeeId
If selected, the data is sorted by Employee ID.
Export as
Format type of the report when exported – The options are:
csv - (comma or character-separated values) Comma delimited file
Excel - (Microsoft® Excel) Spreadsheet
PDF - (Portable Document Format) Viewed using Adobe
Reader® - This is the default.
RTF - (Rich Text Format) Formatted text
Word - (Microsoft® Word) Formatted text
Archive Report
If selected, a copy of the report is saved so it can be later viewed in
the Report Archive module.
Sample Report
The following graphic shows an example of an individual Customer Contact report. Note the
page number at the bottom of the page, 5 of 16. This indicates that it is one of a series of
reports associated with the selected Feedback ID.
