When a job is Cancelled or Unfulfilled we can select a reason for this, similarly when an Contact/Interpreter is deactivated we can select a reason.
All of these reasons can be setup and managed for your agency according to your needs.
To manage these Reasons, go to the ‘Admin’ menu and select ‘Company’.
Cancel Reasons
To access these simply click on the Cancel Reasons tab.
To setup Cancellation Reasons:
- Click on the 'Add Cancellation Reason' link
- Give the Reason a Name - this is what will be visible in the Cancellation Reason drop down box when a user Cancels a job so it is important to provide a meaningful name
- Provide a Description
- If you wish this cancellation reason to be available when cancelling jobs, check the Enabled box - in the future if you wish to disable this you can uncheck the Enabled box
- There are a number of additional optional checkmarks:
- Enabled for Customer - checking this box will mean that the reason is available to Customers using the portal - you may have some reasons that are strictly for internal use and you may not wish Customers to use these
- Enabled for Interpreter - similarly, checking this box will mean that the reason is available to Interpreters using the portal
- Create Interaction - checking this box will mean that everytime a job is cancelled an Interaction will be created (under ‘Manage’ -> ‘Manage Interactions’) so that as an agency you can separately analyse and manage any issues that may cause a cancellation.
- Billable - checking this box means that a job cancelled with this reason will be billable to your customer providing that the Cancellation Fee rules are met as set on the Rate Plan (more on this in the Financial user guides)
- Payable - similarly, checking this box means that a job cancelled with this reason will be payable to your interpreter
- Finally click the 'Save' link on the right hand side to save this reason
- To setup any additional Cancellation Reasons, simply click on the 'Add Cancellation Reason' link again and be sure to Save each reason as you create it
If you choose to Cancel a job now, you will see that the Cancellation Reasons that have been saved are available to choose in the Cancellation Reasons drop down box and that the Billable and Payable flags will be set automatically according to the reason selected. Note that you can override the Billable and Payable flags on any given job cancellation if that is required.
Unfulfilled Reasons
To access Unfulfilled Reasons, go back to the ‘Admin’ menu and select ‘Company’ and click on the Unfulfilled Reasons tab.
To setup Unfulfilled Reasons:
- Click on the 'Add Unfulfilled Reason' link
- Give the Reason a Name - this is what will be visible in the Unfulfilled Reason drop down box when a user chooses to Can’t fulfill a job so it is important to provide a meaningful name
- Provide a Description
- If you wish this unfulfilled reason to be available when unfulfilling jobs, check the Enabled box - in the future if you wish to disable this you can uncheck the Enabled box
- Finally click the 'Save' link on the right hand side to save this reason
- To setup any additional Unfulfilled Reasons, simply click on the 'Add Unfulfilled Reason' link again and be sure to Save each reason as you create it
If you choose to Can’t fulfill a job now, you will see that the Unfulfilled Reasons that have been saved are available to choose in the Unfulfilled Reasons drop down box.
Deactivation Reasons
To access Deactivation Reasons, go back to the ‘Admin’ menu and select ‘Company’ and click on the Deactivation Reasons tab.
To setup Deactivation Reasons:
- Click on the 'Add Deactivation Reason' link
- Give the Reason a Name - this is what will be visible in the Deactivation Reason drop down box when a user chooses to Inactivate a Contact/Interpreter so it is important to provide a meaningful name
- If you wish this Deactivation reason to be available when deactivating an Interpreter, check the Enabled box - in the future if you wish to disable this you can uncheck the Enabled box
- There is also the option to have an Interaction Enabled - checking this box will mean that every time that an Interpreter is Inactivated an Interaction will be created (under ‘Manage’ -> ‘Manage Interactions’) so that as an agency you can separately analyse and manage these if necessary.
- Finally click the 'Save' link on the right hand side to save this reason
- To setup any additional Deactivation Reasons, simply click on the 'Add Deactivation Reason' link again and be sure to Save each reason as you create it
If you need to Deactivate an Interpreter, Navigate to the ‘Manage’ menu and select ‘Manage Contacts’ in the Contacts section. Search or filter for the required Interpreter and select the drop down menu next to their record and select Change Status, choosing Inactive from the Next Status menu will reveal the Deactivation Reason menu and you can then choose from a list of reasons that you have just setup