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ActionTracker General Overview
Posted by Jay Farr, Last modified by Jay Farr on 22 January 2015 03:21 PM

ActionTracker - General Overview

The ActionTracker feature allows you to capture responses from your surveys which get automatically posted to your own ActionTracker (similar to an spreadsheet) within your user account as an action item allowing users to fully track and manage each response from your customers, leads or small projects.  Unlike spreadsheets, the ActionTracker does not allow issues to fall through the cracks by misplacing or accidently deleting them.  With full record locking upon completion combined with a Dashboard (plus many more features!) the ActionTracker provides users with the tools needed to ensure action items are managed with minimal administrative efforts. 

 

Multi-User The ActionTracker works with unlimited surveys and allows you to assign responses to any sub-user by survey.  This enables you to create surveys (input forms) from multiple channels (website, call centers etc.) and restrict which sub-users can work with specific action items.  Our surveys can also be designed for any type of input which can feed the ActionTracker.  So not only does the ActionTracker work well for customer feedback survey but also for customer inquiries, sales leads or small projects.  Our surveys become a template for any use and can include photo/file with survey uploads and Captcha

User Rights:  You can define how your users can view action items on their own ActionTracker listing page with ActionTracker (AT) User rights.  If they are restricted to AT Only (do not have AT Admin rights) then they can only view those items that have been assigned to them.  Action Items that have been completed will require users with AT Admin Rights to Reopen the action item.  Users with full AT Admin rights can also see and update action items assigned to other users.

User Defined Issue Codes:  The ActionTracker also includes a user defined Issue Codes table enabling users to tag each issue which then updates the Dashboard enabling management to quickly identify anomalies that may need to be addressed immediately.  With custom reporting, users can identify issues with higher response rates that may require managements immediate attention.

User Defined Piroity Codes:  You can define Priority Codes to futher flag those action items that need immediate attention.

 

User Defined Next Step Codes:  Allow you to quickly see what is the Next Step.

 

User Defined Resolution Codes:  Allow you to select resolution codes (multiple) that identify how the action item was completed.  See Manage Resolution Code.

Manual Add:  The ActionTracker allows users to manually Add New action items that may result from sources received outside of a survey responses (i.e. via email or by phone.

Defining Responses to your ActionTracker:  Responses can be Posted to your ActionTracker either by All responses or by user defined ActionTracker Triggers.  Survey Responses received prior to setting up your ActionTracker or those that were missed can be posted individually see Post Prior Survey Responses.

Assigning Action Items:  All responses can be either manually assigned or automatically assigned using the Auto-Assign feature.  This feature allows you to assign your action items by 1) Specific User, 2) Evenly to all ActionTracker Users or 3) User Custom Fields.  Users can suspend themselves from the auto-assign feature when they input a date range in their unavailable field. 

ActionTracker Item Details:  When you drill down to an action item on your ActionTracker Item Details tab you can view the respondents complete survey response, add notes and comments and setup a follow-up reminder.  You can also upload documents/files for each action item.  From within each action item you can send emails to communicate or remind users about an issue and include uploaded attachments. 

Date/Time Stamps:  The ActionTracker will automatically date/time stamp all changes and updates within the History Notes section for each action item.  This provides a full audit trail with each action item.

Action Item Status:  Each action item utilizes a Days Outstanding counter and a Status code to allowing users to better manage their action items.  Items that have been marked completed cannot be changed unless Reopened.  When an item has been reopened then the Days Outstanding counter gets updated through the reopened date.  Along with Date/Time stamping, users will be more incented to complete the action item first before closing them.  Action Items can be setup to Auto Close based on a user defined number of days of inactivity. 

Auto Email Notification:  Each user can define if they want to be notified via email for ActionTracker activities based upon their own user preference in their My Account section. For example, they have the option to be notified via email for when they get assigned to an item or when an item has been updated.


Other Features: