Follow-up Workflow

The follow-up workflow in FoundationChat manages the entire lifecycle of follow-up calls, from creation through completion and potential re-assignment. This system ensures no lead falls through the cracks by automatically tracking review dates and escalating overdue follow-ups.

Overview

When a telecaller logs a call with specific statuses, the system automatically creates follow-up entries with calculated review dates. The follow-up queue prioritizes calls based on ReviewDateTime, flagging those due within 4 hours as urgent.

Key Components

• FollowupBO.cs: Business object handling follow-up creation, retrieval, and status updates
• ReviewDateTime: Calculated based on call status to determine when follow-up action is needed
• Review Window: 4-hour advance warning system for due follow-ups
• Escalation: Automatic flagging of 24+ hour overdue follow-ups

Follow-up Creation and Completion Cycle

Telecaller Follow-up Workflow

Review DateTime Calculation

The ReviewDateTime is calculated based on the call status when a follow-up is created:

Follow-up Status States

Pending (ReviewDateTime not yet reached)
   ↓
Due Soon (ReviewDateTime <= NOW + 4 hours)
   ↓
Overdue (ReviewDateTime > NOW + 24 hours)
   ↓
Completed (TC acted on follow-up)
   ↓
Converted (Lead became SV Fixed or CP)

Escalation Rules

Due Soon (4-Hour Window)

• Follow-ups with ReviewDateTime within the next 4 hours are highlighted
• Visual indicator in TC's queue
• Optional push notification

Overdue (24+ Hours)

• Automatically visible in TeleLeaderManager's dashboard
• Marked for manager review
• Impacts team efficiency metrics
• May trigger performance coaching

Never Addressed

• If follow-up remains incomplete for 7+ days, lead may be reassigned
• Escalated to Senior Manager if TeleLeader cannot intervene

Performance Metrics

Managers can track follow-up performance through:

• Follow-up Completion Rate: Completed / Total Created
• Average Time to Completion: Time from ReviewDateTime to IsCompleted = 1
• Overdue Rate: Overdue count / Total pending
• Conversion from Follow-ups: SV Fixed through follow-up / Total follow-ups

Database Tables Involved

FollowupCalls

CREATE TABLE FollowupCalls (
    FollowupId INT PRIMARY KEY,
    LeadId INT NOT NULL,
    StaffId INT NOT NULL,
    ReviewDateTime DATETIME NOT NULL,
    IsCompleted BIT NOT NULL DEFAULT 0,
    CompletedDate DATETIME NULL,
    Notes NVARCHAR(MAX),
    CreatedDate DATETIME,
    ModifiedDate DATETIME
)

ExternalLeads

CREATE TABLE ExternalLeads (
    LeadId INT PRIMARY KEY,
    Mobile NVARCHAR(20),
    Name NVARCHAR(100),
    Email NVARCHAR(100),
    StaffId INT,
    Status NVARCHAR(50),  -- SV_FIXED, CP, TRASHED, NO_RESPONSE
    IsActive BIT,
    CreatedDate DATETIME,
    ModifiedDate DATETIME
)

Best Practices

1. Regular Queue Checks: TCs should check their follow-up queue at the start of each shift
2. Timely Completion: Complete follow-ups within the review window for better metrics
3. Accurate Scheduling: Provide realistic ReviewDateTime when requesting Call Back status
4. Documentation: Always include relevant notes explaining the follow-up reason
5. Escalation Response: Managers should address overdue follow-ups within 24 hours