Where can I see if employees are completing their calls/emails in Core iQ?

If you are looking into whether your employees are using Core iQ effectively to approve and complete emails and phone calls, there are two easy places to look for answers.

The first area to look is the Outbound Communication Status screen, found in the Communications menu. This screen will give you an overview of all the different statuses of your Core iQ communications. You will be looking for the items that are marked Past Due. These would represent the communications that are not being approved/completed in a timely manner. You can click on this metric to be brought to a prefiltered list of the Past Due communications. This view is best if you want each template broken out separately. Be aware that you can set a Timeframe at the top of this area as well in order to calculate these metrics differently.

The second area is the Outbound Communication Status report, found under the Actionable Reports tab. This report will allow you to pull back all of the Past Due items using the "Current Status" filter. You also have the option of filtering the report based on the template, timeframe, or assigned employee. This report works best when you want to use additional filters to drill down several layers, or when you are looking for an easy list export of Past Due items.

The Past Due metric is only assigned after an item of the status of New has been sitting uncompleted for more than 5 days by default. You can see the number of days that your institution has set for Past Due assignments by going to the Bank & Core Import setup and finding the 'Set Communications Past Due after Days:" option under the Application Settings tab.

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