Number of Call Attempts to get a Discussion

Problem

As a Sales Manager, I need to know how many outbound call attempts it takes to achieve a discussion.  Additionally, so that my reps are more productive, I need a filtered list view of the prospects that they should call that includes the results from previous calls.

Solution

Use Rollup Helper to count the number of calls except those that resulted in a discussion and to rollup the Call Results.  In order to have the count stop once a discussion is achieved, we will also need to use a workflow field update.

1. Create a custom picklist field on Task (Call Result).  Example Values:

   1. No Answer

   2. Wrong Number

   3. Disconnected Number

   4. Left Voicemail

   5. Left Message

   6. Answer and Discussion

2. Create a text area field on Contact (Call Results)

3. Create a formula (checkbox) field on Contact (Answer and Discussion)

   1. CONTAINS(Call_Results__c, 'Answer and Discussion')

4. Create a number field on Contact (Number of Calls)

5. Create a number field on Contact (Number of Calls to Get Discussion)

6. Create a Count Rollup

   1. Rollup Helper Step 1) Select Contact as the Object you would like to roll up to.

   2. Rollup Helper Step 2) Select “Number of Calls” as the field you would like to update.

   3. Rollup Helper Step 3)

      1. Select Task as the Child Object with Name ID-Task.WhoId as the relationship.

      2. Select Deleted as the field on Task to use as a source.

      3. Select Count

   4. Add a New Custom Filter (Completed Calls, No Discussion)

      1. Leave the Limit to box blank.

      2. No sort order necessary

      3. Specify Filter Criteria

         1. Keep isDeleted = False

         2. Status = Completed

         3. Type = Call

         4. Call Result != Answer and Discussion (be sure to use your custom picklist field, not the standard one)

   5. Save and Run the rollup or run in real-time.

7. Create a Text Rollup.

   1. Rollup Helper Step 1) Select Contact as the Object you would like to roll up to.

   2. Rollup Helper Step 2) Select “Call Results” as the field you would like to update.

   3. Rollup Helper Step 3)

      1. Select Task as the Child Object with Name ID-Task.WhoId as the relationship.

      2. Select Call Result (your custom one, not the standard) as the field on Task to use as a source for the rollup.

      3. Select Text Separated By and New Line

   4. Save and Run the rollup or run in real-time.

8. Create a Workflow Rule (Number of Calls to Obtain Discussion)

   1. Object:  Contact

   2. Evaluation Criteria:  created, and every time it's edited

   3. Rule Criteria:  Run the rule if the formula evaluates to true:

      1. Answer_and_Discussion__c  <> True

   4. Immediate Workflow Action (Update “Number of Calls to Get Discussion”)

      1. Specify New Field Value: Use a formula to set the new value.

         1. Number_of_Calls__c

   5. Save

9. Optional List View

   1. Enter View Name (Attempted Contact No Discussion)

   2. Specify Filter Criteria:  Answer and Discussion = False

   3. Select Fields to Display

      1. Add “Number of Calls”

      2. Add “Call Results” (This should be the results of your Rollup Helper Text rollup.

   4. Restrict Visibility

      1. Select desired visibility.

   5. Save