Optimal Contact

Insight as to what contact method and time of engagement works best for engaging customers. This can be achieved by completing a drop-down box upon completing a case where the input indicates what successful method was used (if any) and the time, so that when officers come back to that case they can reference this and act on it accordingly (help structure the timing of the work and the method used in the first instance). Success will be measured by resolution and/or the balance reducing