The code that identifies the call. This code is used for
internal reference, and for immediate contact purposes.
Calls (tsclm1500m000)Use this session to display summarized call data by call number. Double-click a record to view the selected call's history data in the History Call (tsclm8510m002) details session. Tabs The Times tab displays the following data: The Details tab displays the following data:
Note If you have started this session by zooming, you can only find and select a record.
Call The code that identifies the call. This code is used for
internal reference, and for immediate contact purposes. Status The status of the call. Reaction Time The time by which the call center must react to a customer's
call. Latest Sol Start Time The time by which the support engineer must start solving the
call. Latest Sol Fin Time The time by which the support engineer must finish solving the
call. Sold-to BP Usually a customer's purchase department, the business partner
who orders goods or services from your organization, that owns the
configurations you maintain, or for whom you perform a project. The agreement with the sold-to business partner can include the following:
Item The item or model related to the call. BP Prty The priority assigned to a business partner in the Sold-to Business Partners (tccom4110s000) session. Note If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Calculating Times check box is selected, the business partner priority is used to calculate the call's priority factor. Item Prty The priority assigned to an item based on the installation group the item belongs to. You select the Installation group's priority
in the Installation Groups (tsbsc1100m000) session. Note If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Calculating Times check box is selected, the item priority is used to calculate the call's priority factor. Prob Prty The priority given to the call, based on the nature of the
call's problem. The call-taker chooses the priority value from a range of
values in the Priorities (tcmcs0170m000) session. BdFx Prty The priority assigned to a bad fix. Note If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Calculating Times check box is selected, the bad fix priority is used to calculate the call's priority factor.
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