Employee changes

[Mark Rowe]

It's been a while since I did this so I want to ask before I do. How do I change the CSR code from 1 CSR to another. We had an employee retire and just hired a replacement.  Is it the rename utility or the workload utility or a combination of both?

[Jan Regnier]

Mark - I believe it will be the RENAME Codes to change the CSR codes on accounts.  The Workload reassignment does not rename one CSR code to another.  I would guess that once you have the new CSR code in you could use the reassignment utility but I would think using the Rename codes may be more efficient to catch all of the retiring CSR accts.  I haven't done this for a Long time either!

[Sherry Burrell]

And you need to run the utility in Reports to reassign open activities to the new CSR in TAM.

[Mark Rowe]

And you need to run the utility in Reports to reassign open activities to the new CSR in TAM.

I did not even know that utility existed in reports. Thanks...and thanks to you too Jan!

[Jeff Zylstra]

And you need to run the utility in Reports to reassign open activities to the new CSR in TAM.

I did not even know that utility existed in reports. Thanks...and thanks to you too Jan!

I think that is the workload reassignment tool she's talking about, isn't it?

[Jan Regnier]

No, I don't think so, Jeff....there are two reports under Activities in REPORTS -  not sure which one is the correct one.....OPEN CHANGE REQUESTS or CHANGE ACTIVITY FILE UTIL.  The Workload util is in UTILITIES not REPORTS.

[Jeff Zylstra]

No, I don't think so, Jeff....there are two reports under Activities in REPORTS -  not sure which one is the correct one.....OPEN CHANGE REQUESTS or CHANGE ACTIVITY FILE UTIL.  The Workload util is in UTILITIES not REPORTS.

It's been a while since I've done this, so a refresher is always welcome.  Thanks, Jan.

[Mark]

Don't think you want to rename the CSR code!  I suppose it may depend on how your agency operates, but if you rename the old CSR code to a new CSR, then ALL the history for the old CSR will reflect the new CSR.  Might not seem like a big deal, but what about years from now?

I would create the new CSR, then use the who to follow up utility in reports and also the reassignment utility.  Just my two cents.

[Mark Rowe]

Don't think you want to rename the CSR code!  I suppose it may depend on how your agency operates, but if you rename the old CSR code to a new CSR, then ALL the history for the old CSR will reflect the new CSR.  Might not seem like a big deal, but what about years from now?

I would create the new CSR, then use the who to follow up utility in reports and also the reassignment utility.  Just my two cents.

But it won't change the Op ID which is really what you need on something from the past. I just need to know "who done it" as opposed to who was "s'posed to have done it".

[GeorgeW]

We did like Mark below when we were on TAM. We never renamed the CSR code.

Don't think you want to rename the CSR code!  I suppose it may depend on how your agency operates, but if you rename the old CSR code to a new CSR, then ALL the history for the old CSR will reflect the new CSR.  Might not seem like a big deal, but what about years from now?

I would create the new CSR, then use the who to follow up utility in reports and also the reassignment utility.  Just my two cents.

[Mark Rowe]

Ok so what exactly is the reassignment utility supposed to change?  It changed "some" of the CSR codes on the main customer screen but not any of the CSR codes on the policy screen.

[Jeff Zylstra]

Ok so what exactly is the reassignment utility supposed to change?  It changed "some" of the CSR codes on the main customer screen but not any of the CSR codes on the policy screen.

I'm pretty sure that this primarily reassigns "open" items from the old CSR to the new CSR.  Not sure what it does to history, if anything.  I do know that we keep the old CSR codes and names, and put "DO NOT USE" in front of their names so it keeps history.

[Mark Rowe]

What I am getting at is not to change any history but I do need the CSR codes changed on the customer and policy screens to reflect who is servicing the account now otherwise every time you enter an activity the old CSR code goes on the activity.  I must be missing something because it seems like this should be pretty easy to accomplish.

[Jeff Zylstra]

What I am getting at is not to change any history but I do need the CSR codes changed on the customer and policy screens to reflect who is servicing the account now otherwise every time you enter an activity the old CSR code goes on the activity.  I must be missing something because it seems like this should be pretty easy to accomplish.

I think you are looking for the Workload Reassignment Utility then.  It wouldn't hurt to call support, however, since that kind of thing is what you pay them for!

[GeorgeW]

We are no longer on TAM. However, when we were back on Version 11 something, it was possible to change the CSR on the policy screens also with the CSR workload reassignment utility (unless I've totally lost my mind, which is possible!)