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Monitoring call backs

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Posted on by Sarah Lawrence

We have a requirement to monitor agents and ensure they are making the call backs set with customers.

Currently they are using tasks with due dates, against leads and cases, to plan call backs with customers/leads at a pre-agreed time and date. We currently have no way of tracking if the calls are being made outside of the task being completed (which we have found the task is being completed without the call being made)

Is there a better way for us to handle timed/planned calls with customers so we can monitor these calls are being made?

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Community Member Microsoft Employee on at

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RE: Monitoring call backs

Hi Sarah,

As Rahul suggested, you can add one custom field as flag in the Task entity.

Then you can create one real-time workflow to check the field value:

If the field is not set, you can prevent the task status from changing to completed.you can prevent the task status from changing to completed.

(1)Create one field, set No as default value

(2)Create one real-time workflow:

(3)Set trigger and steps:

(4)Save and Active the workflow.

(5)Test:

When i tried to mark complete in the task, one error message will appear:
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Rahuldubey 105 on at

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RE: Monitoring call backs

You can create a field as feedback of discussion on a task and if that is blank post due date can update the status to delayed or some error

you can put automated notification if post due date this field is blank

you can create a dashboard for such records to show performance

you can do some advanced analytics on this field in PBI to see if any junk data is getting entered by the team

you can put minimum char restriction on this field