What Do the Calls and Engineers Cards on a Customer Show?
Two cards on the customer screen's Overview answer "what is going on with this customer" without leaving the page: the Calls card, a small report of every call the customer has had, and Engineers who have been here, the engineers who have been on site in the last twelve months. Open the customer from Customers; both cards are on the Overview.
What does the Calls card on a customer's Overview show?
The Calls card on the customer Overview shows how many calls the customer has ever had, split into four totals, Open, Active, Completed and Cancelled, and lists the five most recently logged calls. The number beside the card's heading is every call the customer has ever had, the same count the Calls item on the rail carries.
Under the four totals is a coloured bar in which the whole width is every call the customer has had, and each coloured band is one of the totals, in the colour of the small square beside that total. A total with calls in it is always drawn wide enough to see, even when it is only one or two calls out of hundreds; a total of zero gets no band at all. Hover over a band to read it exactly, for example "Open — 2 of 761 (0.3%)".
Below the bar are the five most recently logged calls: the call number, the day and month it was logged, its comment, and its status in your status colour. Select a call number to open the call.
The totals are figures, not buttons: pressing one does nothing. To see the customer's calls in full, select All calls at the top right of the card, which opens the Calls section.
On a new customer that has not been saved yet, there is no Calls card.
Why do the call totals on a customer look different for me and a colleague?
The Open, Active and Completed totals on a customer's Calls card are counted with your own counting rules, the same ones your Home dashboard uses, and those rules are kept separately for each ABM user. If you have told Home that, say, a status your company added counts as open work, it counts as Open on every customer's Calls card too; a colleague who has not may see it counted elsewhere.
- Open, Active and Completed follow your Open, Active and Closed choices under Counting rules on Home.
- Cancelled is always the built-in Cancelled status and cannot be changed.
- If you have never set your counting rules, the built-in ones are used: Web and Open count as open, Active as active, Closed and Matched as completed.
Hover over a total to see exactly which statuses it counts and whose rules they are: it ends "counted the way your Calls dashboard counts", or "counted the default way — nobody has set a dashboard filter".
Note: The customer screen reads your counting rules once, the first time you open a customer. If you change them on Home afterwards, customers keep being counted the old way until ABM Service is reloaded or opened again.
What does In no bucket mean on the customer Calls card?
In no bucket on a customer's Calls card means calls whose status is not in any of your four totals: a status your company uses that your counting rules on Home do not put under Open, Active or Closed. Rather than quietly add them to one of the totals, the card counts them apart, so the four totals plus these add up to the number beside the card's heading. The one exception is a status that your counting rules put under two totals at once: saving Counting rules on Home never stores that, but rules saved elsewhere can, and then that status's calls are counted in both totals, so the totals add up to more than the heading.
You see them in two places: as a band of their own at the end of the bar under the totals, named In no bucket when you hover over it, and at the end of the line under the recent calls, for example "17 in no bucket." That line starts "The 5 most recently logged calls. Hover a total to see which statuses it counts."
To count those calls in one of the totals instead, add their status to your Open, Active or Closed choices under Counting rules on the Home screen.
What does the Engineers who have been here card show?
Engineers who have been here, on the customer Overview under Contacts, lists the engineers who have been on site for this customer in the last twelve months, busiest first, with how many visits each has made and how long ago the last one was, such as "today", "7 days ago" or "2 weeks ago". The heading carries how many engineers there are, and the line under it says "Days on site · last 12 months".
It shows the first four. If more engineers have been, the line at the foot says, for example, "3 more have been here in the last 12 months". Select All engineers at the top right of the card to open the Engineers section, where every engineer is shown month by month; when nobody has been, the card has no All engineers link, and Engineers on the rail still opens the section.
An engineer who has since left is still listed, marked "· no longer active", because this is a record of who has been rather than a choice of who to send. Engineers' names on the card are not links.
If nobody has been in the last twelve months the card says "Nobody has been to this site in the last 12 months." A new customer that has not been saved has no card at all.
How is a visit counted on the Engineers card?
A visit on the customer's Engineers who have been here card is a day on site: each day an engineer was scheduled at the customer in the last twelve months counts once, however many jobs they did that day. Cancelled work does not count. Hover over an engineer's row and the same rule is spelled out: visits are the number of days this engineer was on site for this customer in the last 12 months, two jobs on one day is one visit, and cancelled visits are not counted.
The twelve months are counted on the date each scheduled visit was due, not the date the call was logged, so an engineer sent this month on a call logged years ago still counts. Today is included.
This is the same list, in the same order and with the same words, that appears under Been here before when you schedule an engineer for a call, which helps you send someone who already knows the site. There, only engineers still active are offered.
What if a card on the customer Overview says it could not be loaded?
Each card on the customer Overview loads on its own, so one failing does not stop the rest of the customer. A card that could not be loaded says so where its contents would be, with a Try again button:
- The call summary could not be loaded. on the Calls card.
- Engineers who have been here could not be loaded. on the Engineers card.
- The contacts could not be loaded. on the Contacts card.
Select Try again to ask for that one card again; the rest of the screen, and anything you have typed, is left alone. A card that failed never pretends the customer has no calls or no contacts.
While a card is still loading, the Calls card says Counting…, the Contacts card says Loading…, and the Engineers card shows grey placeholder rows. The Engineers card can take a moment longer than the others on a very busy account.