MetricWise FAQ's

How do I batch print Appointment Detail sheets for my Installers or Sales Reps?

A filter can be created for upcoming install appointments, spanning a date range (i.e.: for a single day, the current week or next week).  When the results are displayed, all records can be selected to print with a single click. Then click the "Print Appointment Detail" button; from your browser File menu, select Print to send the sheets to the local printer.  For more information on creating a filter, see the FAQ "Creating Filters" below, or contact MetricWise Support for assistance.

I want to add coupons and discounts to my MetricWise contract, is this possible?

Yes, Coupons with a fixed price reduction and Discounts with a variable price reduction can be added into any category on the MetricWise contract form.  Setup requires two additions to QuickBooks - a new account in Chart of Accounts and a new item in the Item List. MetricWise will then activate any combination of Coupons and Discounts on the contract. Call MetricWise Support for additional setup instructions and activation.

I need to print Completion Certificates for several different contracts. How do I do that?

1. Load the Contracts module.
2. From the Contracts List view, place a check mark next to each contract requiring a Competion Certificate.
3. Click the green Print Completion Packet button. Each document will be rendered in a separate tab, along with a template print envelopes.

Once the documents are rendered, send them to your local printer using your browsers File menu. (If the File menu option is not visible, tap the Alt key next to the space bar to display it.)

I don't want page numbers to print when printing multiple Completion Certificates, how do I remove them?

1. Go to your browsers File menu and select Page Setup. (If the File menu option is not visible, tap the Alt key next to the space bar to display it.)
2. In the Headers and Footers section, change the value in the picklist(s) from Page number or Page # of total pages to Empty.
3. Click OK. 

How do I print envelopes for the Completion Packages?

Make the following adjustments to the browser printer settings. In Internet Explorer and Firefox you will find these settings in the File - Page Setup dialog box.(If the File menu option is not visible, tap the Alt key next to the space bar to display it.)

1. File - Page Setup, set the printer margins:
1. 0.75" top
2. 0.25" bottom
3. 2.00" left
4. 0.25" right
2. File - Page Setup, disable the header and footer print information:
1. In Internet Explorer, set all Headers and Footers to -Empty-
2. In Mozilla Firefox, set all Headers and Footers to --Blank--
3. File - Print Preferences Basic tab - set  Orientation to "Landscape"
4. File - Print Preferences Paper tab Scaling Options - set Fit To Page, Percentage 100%
5. File - Print Preferences Paper tab, Paper Options, Envelope tab - set No 10 Env
6. Load No. 10 Envelopes into the paper tray

We have duplicated listings in the Customers module. Appointments are under one listing and contracts are under the other listing. Can everything be merged together?

Yes. Regardless of whether or not appointments or contracts exist, the records can be merged together. In the Customers module, click on the magnifying glass icon. Then select the criteria to search for. For best results, search on the last name and the home phone. Click on the green Find Duplicates button. From the results list view, place a check mark in the two records to be merged and click the green merge button. Information from both records will be displayed on the next page.  You can select  fields from either record to be merged into the "new" record. When selections are complete, click the green merge button at the bottom of the window. All appointments and contracts will be moved to the "new" record.

When I use FireFox to run MetricWise, the wrong username and/or password is stored and cannot be  changed. How can I change them?  

I need to view the calendars hidden behind the Create Appointment window. How can I do that and retain the data I’ve already entered in the Create Appointment window?

1. Click on the inverted triangle just to the right of the Create Appointment heading; the Create Appointment window will temporarily collapse.
2. Click the desired day on the calendar you are looking for.
3. Click on the desired appointment time in the column underneath the salesperson you previously selected in the Create Appointment window. If you want to go back to the Create Appointment window without making a selection, click on the triangle.
4. The Create Appointment window will be automatically restored and contain the date and time selected in the previous step, as well as the data you’ve already entered.
5. Click either the Save to Current or Save as New button.

How do I create a recurring series of appointments using the Repeat option?

Recurring appointments are  only to be used for scheduling Out Of Office appointments. Utilize the “Repeat” option located at the bottom of the Create Appointment window.

Two important reminders: You must  select two dates from the calendar - both the starting and ending dates. Otherwise, the appointments will not be created.

Appointments within the series cannot be deleted.  If any appointment within the series is deleted, all appointments will be deleted. Instead, edit the target appointment and change the time duration, i.e.: 7:00am to 7:15am.

1.  Load the Appointment module and select the Sales or Installation calendar
2. Click the desired time of day below the Salesperson or Installer’s name
3. In the Status pick list, select Out of Office
4. Enter a time for Event starts at
5. Enter a time for Event ends on
6. Select the day the Event Starts at from the calendar
7. Select the day the Event Ends on from the calendar
8. Place a check mark in the “Enable Repeat” box
9. Choose from the  options listed  in Repeat Once in Every:

Day - 1 through 14

Week - 1 through 14,  then select what day or days of the week the appointment will occur

Month - 1 through 14, then  select either the day of the month or the first or last day of the month, Monday through Saturday

Year - 1 through 14

How do I delete an appointment?

If you’ve located the appointment from the Calendar, follow these steps:

1. Left click on the appointment block.
2. Select Delete from the picklist.
3. In the dialog box, click OK to "are you sure".

If you located the appointment from the Customer list, follow these steps:

1. Scroll to the Activities section, and locate the appointment that has not been resulted.
2. Left click on the arrow under Actions column
3. Select Delete from the picklist.
4. In the dialog box, click OK to "are you sure".

If necessary, deleted appointments can be restored from the Recycle Bin module.

What do I need to do in MetricWise when an employee leaves the company?

1. Have someone in a Manager role Immediately change the account's user password from the Control Panel.
2. Run the "Appointments Needing Results" report for the sales rep or installer; set the End date out 90 days.                                                                            (A filter query could be ceated and utilized instead of using the report; refer to the FAQ regarding creating filters).
3. Check the report results for pending Appointments and To Dos and reassign them to new Sales Reps or installers.
4. From the Control Panel, mark the user inactive : Control Panel-- > Edit User-- > New Status-- > Inactive
5. Click the Save Status button.

When I am viewing or printing an Appointment / Lead sheet, the customer contact information is missing.

This is caused when the link between customer contact information and the appointment is missing

You may be able to resolve the trouble following these steps:

From the Appointment module:

1. Locate the appointment on the calendar.
2. Using the appointment Action shortcut menu, select “Edit Appointment”.
3. In the Customers section at the bottom of the window, click the button labeled “Select Customers”.*  Search for the customer and click the last name. This will return you to the Edit Appointment window and will add the customer name into this section.
4. Click the Save button.

The appointment should now be relinked to the Customer Information.

*If the Select Customers button is not accessible from the “Editing Event” window or the customer name cannot be located within the Customer List, please call MetricWise Support for assistance.

From the Customers module:

1. Search for the customer and click the last name.
2. Scroll to the Activities section and click the edit link under the Action column.
3. At the bottom of the window, click the button labeled “Select Customers”.* Search for the customer and click the last name. This will return you to the Edit Appointment window.
4. Click “Save”.

The appointment should now be relinked to the Customer Information

* If the “Select Customers” button is not accessible from the Editing Event window or the customer name cannot be located within the Customer List, please call MetricWise Support for assistance.

Where do I enter a confirmation number I've received from AMI?

From the Customers module:

1. Locate the customer and click on the last name. 
2. Scroll to the Contracts section. 
3. Locate the desired contract and click the edit link under Action column. 
4. In the Custom Information section in the middle of the page, locate the Order # field and enter the number.
5. Click the Save button.

From the Contacts module:

1. Locate the contract and click the edit link under the Action column. 
2. In the Custom Information section in the middle of the page, locate the Order # field and enter the number.
3. Click the Save button.

How do I delete a contract I’ve duplicated?

When a contract has been entered twice and the duplicate needs to be deleted, follow these steps:

From the Customers module:

1. Locate the customer and click on the last name. 
2. Scroll to the Contracts section. 
3. Click on the contract number under the Contract No colunm. 
4. At the top of the page on the right, click the orange Delete button.
5. Click the Save button.

From the Contacts module:

1. Locate the contract and click the edit link under the Action column. 
2. In the Contract Information section at the top of the page, locate the Assigned To User field,  access it and select delete  from the picklist. 
3. In the dialog box, click OK to "are you sure".

If necessary, deleted Contracts can be restored from the Recycle Bin module.

I resulted a sales appointment. Why does it still show in Sales Appointments Needing Results filter?

This can happen when both the customer and an appointment were duplicated.  

1. To identify a duplicated appointment, change the calendar view from Hour to List view. 
2. To identify a duplicated customer, search the customers list. 
3. In the Activities section, locate the appointment that has not been resulted. 
4. Click the edit button below the Action column. 
5. Assign the appointment to Delete.
6. Click the Update Owner button.

To delete a duplicated customer, contact MetricWise Support

I added a new user for the Sales or Install calendar, but they aren’t visible to other users.

Whenever a new user has been added, you must contact MetricWise Support to complete the final step.

Why can’t I save anything in the Create Appointment window?

The most common cause for this problem is running your browser in the Compatibility Mode.  This mode can easily be deactivated by clicking on the Compatibility icon resembling a torn sheet of paper. It is located to the right of the address bar.

Deactivate the Compatibility mode if you are experiencing any of the following:  Object Errors messages; Save and Cancel buttons don’t work; the contents of picklists are empty or the Event Start and End time are set to 12:00 am.

Deactivating Compatibility Mode:

Make note of any information you may need to recreate this appointment

1. Exit the appointment by clicking the “x” in the upper right-hand corner of the window. 
2. On the tool bar to the right of the address bar click on the icon resembling a torn sheet of paper. When moused over, it should be labeled “Compatibility View”. 
3. Sign back in to MetricWise. 
4. Recreate the appointment and click the Save button.

If the appointment still cannot be saved:

1. Check the State Field in the Install Address area and verify it only contains a two letter abbreviation.  If there are additional letters, remove them. 
2. You must also check the Mailing Address area by deselecting the box “Install address is the same as Mailing address”. Remove any excess letters from the State Field. 
3. Click the “Save” button.

If the appointment still cannot be saved:

Verify your work station has IE 8, IE 9, Mozilla Firefox 4 or 5 installed. If you are not IE 8 or IE 9, visit www.microsoft.com and download it free of charge. For more information regarding the correct Internet Explorer version for your operating system, refer to Chapter II Configuration.

I’m missing or have incomplete Customer information or Contract information when viewing a contract.

This is caused when the link between the Contract and the Customer Information is broken.

You may be able to resolve the issue by following these steps:

From the Appointment module:

1. In the Appointment module, locate the appointment on the calendar.
2. Using the appointment Action shortcut menu, select “Edit Appointment”.
3. At the bottom of the window, click the button labeled “Select Customers”*. Search for the customer and click the last name.
4. Click the Save button when you are returned to the Edit Appointment window.

The appointment should be relinked to the Customer Information.

*If these steps cannot be followed as described, please contact MetricWise Support for assistance.

From the Customers module:

1. Search for the customer and click the last name.
2. Scroll to the Activities section and click the edit link under the Action column.
3. At the bottom of the window, click the button labeled “Select Customers”*. Search for the customer and click the last name.
4. Click the Save button when you are returned to the Edit Appointment window.

The appointment should be relinked to the Customer Information.

*If these steps cannot be followed as described, please contact MetricWise Support for assistance.

From the Contracts module:

1. Locate the contract from the Customer Contact Information or from the Contracts module and click the edit link
2. In the Contract Information section, locate the Customer Name and click the green plus sign.
3. Select the customer name from the list and click the last name.
4. Click the Save button.

Why can’t I locate a customer using the correct phone number?

MetricWise software is designed to enter and search for phone numbers without hyphens. In some cases where existing data was imported into MetricWise, hyphens were included and must be entered when searching by phone number.

If the home phone number you are entering in the Create Appointment window cannot be located (the customer contact data does not autofill) try entering it by inserting hyphens on either side of the prefix i.e.: 919-555-1212.  You can also try to search for the phone number in the Customer Module, by inserting hyphens on either side of the prefix i.e.: 919-555-1212.

If this doesn’t work, the home phone number in the Customer Contact should be edited. Make a note of the correct phone number, delete the home number and retype it without using hyphens. Be sure to save the change.

If you’re unable to locate an existing phone number from the Customer Module, contact MetricWise Support.

How do I reschedule a Cancelled or a No Show appointment?

Access the original appointment from the Customer module. (the appointment can also be accessed directly from the appointment calendar, if you have the date and time)

1. From the Appointment Action shortcut, select the “Create Reschedule” option.
2. Select the new date and time.
3. Click the “Save to Current” button .

Why does the Filter query “Installs Needing Results” have Sales Appointments on it?

Set or Tentative is an invalid status for a sales appointment and causes the appointment to appear in this query. The Set and Tentative statuses are only to be used for install appointments.  

To help determine the correct status, view the previous Sales Appointments in the Customer Contact Activities section.  Edit the appointment and change the status to Rescheduled, Revisit, or Mail In / Walk In and save the change.  

Why does the filter results for “Sales Appointments Needing Results” list sales appointments that have already been resulted as Complete Paid?

Complete Paid is an invalid result for a sales appointment. The only valid results for a Sales appointment are Demo No Sale, Cancelled, No Show and Sold. Complete Paid is only used for Install or Service appointment results. Edit the appointment directly from the filter results window, select the correct result and click the Save button.

Why do the “Leads Set” for today figures appear to be incorrect in Key Performance Indicators?

Leads Set for today will include leads that were created today, regardless of the start date.   If a lead is created today for an appointment next week or for a date in the past, it will be counted in the total for “Leads Set” for today.

Why doesn’t my KPI for yesterday show all of the contracts I entered yesterday?

The home page Key Performance Indicators figures are based on the Contact date.  If the Contract Date entered was not yesterday’s date, the figures will be reflected in Month To Date and Year To Date, rather than in Yesterday.

MetricWise takes a long time to load a page, access a module, search or save. What is wrong?

The most common cause for slow network response is a problem between your ISP and other ISP’s that handle your internet traffic.  You can administer a quick network speed test by typing www.Speedtest.net in your browser.  When the map is displayed, click on the dot closest to Dallas, TX or to Chicago, IL.  Make a note of the results and contact MetricWise Support for more information.

I can’t see any of my sales appointments on the calendar; there’s no information to print a lead sheet.

This is a known issue if you are using the Firefox 3 browser application.  Access www.Mozilla.com/Firefox and download either Firefox 4 or 5 to resolve.

I created a contract with the wrong customer name, how can I fix it?

1. Locate the contract from Customers module or Contracts module and click the edit link. 
2. In the Contract Information section near the top of the page, change the Subject to the correct name. 
3. Click the green plus sign and locate the correct Customer Contact from the list; click the last name to pull it into the contract. 
4. Scroll down to the Address Information section and type in the correct shipping and install address. 
5. Click the Save button.

Creating a Filter

A filter can be created to generate a list with criteria you specify.

Filters are owned by the user who created them. The owner is the only user can edit the filter criteria.

Filters can be set as public, so that many users can access them.

Filters can be flagged to display on the Home Page, in the Key Performance Indicator widget.

For Sales Roles, filters will only display results where appointments, customers and contracts are assigned to the currently logged in user.

In this example, we want to see Leads By Date created, to aid in reconciling the Key Performance Indicators (KPI) information. Follow these steps:

1. Click on any filter listed in Events and To Dos, or from the Key Metrics grid. 
2. Click the “new” link to the right of the filter window. 
3.  In the View Name field, add a name for the filter, i.e.: “Leads created by day” To add this filter as part of the Key Metrics window, check the  box  next to List in Metrics. 
4. In the Choose Columnsection, add the following individual items, working left to right. Include these categories from the available picklists:

Subject, Assigned to, Start date, Due date, Time start. End date, End time, Created time, Status.

1. In the Simple Time Filter section, select these items from the picklist. 
2. Select a Column: Created Time. 
3. Select Duration: Today (this can be edited as needed). 
4. Click the Save button.