Summit’s Call Center module allows you to record citizen’s concerns and complaints and track actions taken. Each incident is tracked from the initial call to resolution of the incident.
The Call Center Counsel window displays open calls making it easy to answer follow up questions to a previously entered call. Each open call displays who called, the description, and location of the concern and the city employee assigned to the next action.
You can easily find a specific call by selecting calls by location, caller’s name, reason for the call, or the name of the person assigned. With a click of your mouse you can see the actions taken as well as scheduled actions making it easy to see the status of the call.
You can quickly schedule an action and communicate the assignment to your employee with a written service order or an email. History is also kept for each location to help identify the reoccurring problems. Reports are available to show the number of each type of call for planning purposes.
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