May 29, 2017 - 08:25 PM
Why Calling Service is to determine if the call was a potential service appointment opportunity and not to check if a service appointment was scheduled. From my understanding of the category, even if an appointment was not scheduled but caller was calling about a service possibility, it would be a Potential Opportunity.
However, make sure that it is a connected call and the agent is able to assist the caller's queries :)
May 30, 2017 - 01:08 AM