Magnetic North – Searching for Calls
To open Magnetic North click on the icon on your desktop, or go to , and then put in your log in details.
To search for calls using a predefined filter go to ‘Calls’ and then ‘View/Grade Calls’. Select the filter you want to use so that the circle blacks out and click on ‘Select Filter’. It will then bring back a list of calls for you to view.
To search for a specific call go to ‘Calls’ and then ‘Define Filter’.
Depending on what information you have, you can do the next few steps in any order, or miss out any of them. But you must always select ‘Save’ from the filter options once you have finished inputting the search information.
To search using the Agent’s details click on ‘Agents’ from the filter options, scroll through the pages until you locate the agent you require, then tick the box next to their name and then click on the arrow button to move the name across to ‘Allocated Agents’, as shown below. (If this is the only information you have then select ‘Save’ from the filters and follow the instructions below from the ‘Save’ point.)
To search using the Date click on ‘Dates’ from the filter options, tick the box next to ‘Restrict by Date’ (it is also possible to add a more precise time by selecting ‘Restrict by Time’ as well), and then input the date on which the call took place. (If this is the only information you have then select ‘Save’ from the filters and follow the instructions below from the ‘Save’ point.)
To search by the Customer’s telephone number you should select ‘Others’ from the filter options, tick the box next to ‘Calling Line ID’ and then select ‘Equal to’, and input the phone number in the box – you must substitute ‘0’ for ‘+44’, or select ‘Contains’ and leave off the ‘0’ at the beginning of the number. (If this is the only information you have then select ‘Save’ from the filters and follow the instructions below from the ‘Save’ point.)
To search by Call Reference ID you should select ‘Others’ from the filter options, then tick the box next to ‘Call Ref ID is an’, select ‘Optimise Reference’ and then input the call reference ID (see ‘How to find a Call Reference ID’) – this is the last part of the number not in the brackets. NB. The call reference ID will only work for ID’s with 8 characters or less, if the ID is longer than this it will not produce any results. (If this is the only information you have then select ‘Save’ from the filters and follow the instructions below from the ‘Save’ point.)
Once you have input your search requirements you should select ‘Save’ from the filter options, and then click on ‘Apply Filter’.
It will then display all the calls available as per the search requirements, as displayed below.
Locating ‘Missing’ Calls – if you have searched using all of the options above and all the customer information which is easily accessible to you, then you will need to use other filter options in order to find calls which are ‘Missing’. The easiest options to start off with are using the Agent filters ‘Unconnected Call IVR’ and ‘Default Agent’ (listed alphabetically with the Agents), you need to include the date of the call as well. Then you will need to locate the approximate time of your call, and listen to all calls within that bracket (take into account that the call will begin before the agent accesses the customer’s policy).
It is worth searching using the Date filter and customer’s phone number (Others filter), and also asking the customer whether they could have called in from any other number (sometimes they might use both a landline and mobile number, or a family member’s phone numbers), to ensure whether the call went to a different agent’s phone, or whether the call was tagged correctly with the agent’s details (this is how they end up with ‘Unconnected Call IVR’ and ‘Default Agent’).
If the call still isn’t available, then the next option is to search using the call length (in the Others filter). This only really works if the call is quite long, and is not worth doing if it was only a few minutes long. The options for this filter are displayed below, but here you can select, for example, ‘greater than or equal to’ and then 1hr – the results will bring back all calls from 1hr 0 mins 0 secs to the maximum call length on that day.
If you have access to the customer’s details you could also find the area code for the customer’s address and search with just that and the date as the filter, (Others filter, and then ‘Calling Line ID is’ or ‘Dialled Number is’ – remember to try these separately – and then ‘Contains’ and leave the 0 from the beginning of the area code).
To locate Ford calls you can also find the number of the Dealership where the car was purchased (this should be on the 7 day policy) and search using the Dealership’s phone number.
Once all these options have been exhausted you should log a request on Zen for assistance. Please remember to provide as much information about the call you are trying to locate as possible, and details of all the searches you have performed.