Aptify Contact Logs: Responding to Web Inquiries

Created by Kevin Schmidt - HCPro, Modified on Thu, 9 Oct at 3:12 AM by Kevin Schmidt - HCPro

If you are tasked with responding to inbound customer support requests, the Web Inquiry Contacts shortcut will be installed on your Aptify account. This shortcut will list all of the inquiries submitted by customers through their MyAHIMA profile.

Contact Log Details Report: https://reports.ahima.org/reports/report/Customer%20Experience/ContactLogDetails (see report breakdown in next section)

1. Double click on the field to the left of the date to open the customer’s support inquiry.

2. Thouroughly review the customer’s inquiry. Once you have reseached the answer or have taken any additional steps needed to respond, i.e. downloading a requested invoice or receipt, select today’s date from the Follow-Up Date calender and click Create Follow-Up.

3. This will open a new contact log that Aptify refers to as a “Child”log. The customer’s initial contact will be the “Parent” log.

4. Change the Assigned To from Customer Relations to YOUR NAME, enter the same subject line that the customer used, and change the Topic if applicable. Save record.

5. Construct your message in the External Comments field using a quick reply signature. Personalize it based on the customer’s specific inquiry if neccesary. Save record.

6. In this example, the customer is requesting their membership renewal invoice. See Downloading and Printing a Receipt or Quotation Invoice.

i. Select Attachments.

ii. Right-click then select New Attachment.

iii. Attach the document that you previously saved to your desktop or network drive in Step 2.

7. Select “Next Contact” to return to your message.

8. After choosing an appropriate Subtopic, change the direction to Outbound and the status to Complete. Save and close the record.

9. Lastly, “X” out of the “Parent” log. You will be prompted to save the record. Select No.

10. The customer’s web inquiry will move from Incomplete to Complete. In the example below, ID 5512545 is the customer’s web inquiry and ID 5513730 is AHIMA’s response.

11. Here is the location to find if a contact log was assigned to a staff member, these will be answered from their My Contact Logs. See screenshot below. Perform the same actions as noted above to respond to a customer inquiry.

Using the Contact Log Details Report

The Contact Log Detail report is used to capture Aptify Contact Log data. It is found in the Customer Experience folder of the Report Server: https://reports.ahima.org/reports/browse/Customer%20Experience

This report has several interconnected options for returning and grouping data. The options and their interactions are detailed below (starting from left to right when you are viewing the report):

Start Date
1. Definition - This represents the beginning of the date range to pull data from.
2. Interacts with:
  - End Date – To form the full date range
  - Date Selection – This option will determine if the Start Date that is shown is used or ignored.
  - Date Choice – This option determines what Contact Log Date field is used for evaluating if it falls between the Start and End Dates chosen.
End Date
1. Definition - This represents the end of the date range to pull data from.
2. Interacts with:
  - Start Date – To form the full date range
  - Date Selection – This option will determine if the End Date that is shown is used or ignored.
  - Date Choice – This option determines what Contact Log Date field is used for evaluating if it falls between the Start and End Dates chosen.
Date Selection
1. Definition – This represents if the Start and End Dates should be used, or if a premade date (from the drop down) is used.
2. Interacts with:
  - Start Date – If Date Selection is set to anything other than “Use Dates” the Start Date is ignored.
  - End Date - If Date Selection is set to anything other than “Use Dates” the End Date is ignored.
  - Date Choice - This option determines what Contact Log Date field is used for evaluating if it falls between the Start and End Dates as determined by the Date Selection option.
Date Choice
1. Definition - This represents which date field is used to evaluate which contact logs to return based on how that date field falls between the Start and End Dates.
2. Interacts with:
  - Start Date – The selection from Date Choice is the date field on the contact log that must be on or after the Start Date for the Contact Log to be returned on the report.
  - End Date - The selection from Date Choice is the date field on the contact log that must be on or before the End Date for the Contact Log to be returned on the report.
3. Contact Category
  - Definition – This represents the Category or Disposition that is associated with the Contact Log. If any choice other than “#All” is selected only Contact Logs with the chosen Categories will be returned on the report.
4. Contact Status
  - Definition – This represents the Status of the Contact Log. If any choice other than “#All” is selected only Contact Logs with the chosen Status will be returned on the report.
5. Contact Method
  - Definition – This represents the way in which the customer contacted Customer Service and the Contact Log was created. If any choice other than “#All” is selected only Contact Logs with the chosen Contact Method will be returned on the report.
6. Updated By
  - Definition – This represents the person who last updated the Contact Log in anyway. If any choice other than “#All” is selected only Contact Logs that were last updated by the person selected will be returned on the report.
7. Group By
  - Definition - This option determines how to group the contact log data (numbers of contact logs) together.
8. Columns to Display
  - Definition – This option determines which columns will be displayed on the report.
9. Department
  - Definition – This represents the Department of the person assigned to the Contact Log. If any choice other than “#All” is selected only Contact Logs with assigned employees matching the Department choice will be returned on the report.
10. Customer Name
  - Definition – This represents the name of the Customer that is associated with the Contact Log. If any value other than “#All” is entered only Contact Logs associated with that customer name will be returned on the report.
11. AHIMA ID
  - Definition – This represents the AHIMA ID of the customer that is associated with the Contact Log. If any value other than “#All” is entered only Contact Logs associated with that AHIMA ID will be returned on the report.
12. Direction
  - Definition – This represents whether the Contact Log was created due to contact from customer (inbound) or contact to the customer (outbound). If only one option is chosen, only contact logs with that chosen direction will be returned by the report. This option does not apply when looking for contact logs prior to January 1, 2020, those Contact Logs do not have a direction value.
13. Assigned To
  - Definition – This represents which employee the Contact Log is currently assigned to. If any value other than “#All” is selected only Contact Logs assigned to the chosen employee(s) will be returned on the report.
14. Contact Log ID Filter
  - Definition – This option allows a user to filter the report to return only a single Contact Log determined by ID entered here. The default option of “None” means to ignore this option.
15. Excluded Description
  - Definition – This option allows a user to exclude any contact log that contains the value entered here. The default option of “#No Data” means to ignore this option.
16. Include Follow-Up Contact Logs
  - Definition – This option determines whether follow up contact logs, those contact logs that were created from another contact log, will be include in the report. The default is True.

Basic Example Use Cases

Example A

You want to see all contact logs updated between July 19, 2021 and July 21, 2021. You want them to be grouped by the disposition.

Change the following options:

Start Date – Set the start date to 7/19/2021 12:00:00 AM
End Date – Set the end date to 7/21/2021 11:59:59 PM
Date Selection – Set the option to “Use Dates” because you want to use the dates you entered in the Start and End date options.
Date Choice – Set the option to “Date Updated”
Group By – Set the option to “Category”

Select View Report to run the report and show the data.

Example B

You want to see all contact logs updated in the last full week. You want to see them by who they are assigned to.

Change the following options:

Date Selection – Set the option to “Last Week” because you want the last full week.
Date Choice – Set the option to “Date Updated”
Group By – Set the option to “Assigned To”

Select View Report to run the report and show the data.

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