Calls - History (tsclm8520m000)

Use this session to display current and history (deleted) calls.

Note

For more information, refer to the Call (tsclm1100m000) session.

 

Call Number
The code that identifies the call. This code is used for internal reference, and for immediate contact purposes.
Description
The call's description.
Status
The status of the call.
Sold-to BP
The code of the sold-to business partner that made the call.
Note

If this field is filled in, the call is for an external customer. Otherwise, the call is handled for an internal customer.

Reaction Time
The time by which the call center must react to a customer's call.
Reported Problem
The reported problem. Selected from the Problems (tsclm3130m000) session.
Actual Problem
The real problem as determined by the service/support engineer.
Installation Group
The installation group that the item for which the call is raised belongs to.
Installation Group
A description of the installation group that the call relates to.
Item
The code of the item to which the call relates.
Serial Number
The serial number of the item to which the call relates.
Sold-to business partner Call Number
The number that the sold-to business partner gives to the call.
Emergency
If this check box is selected, the call is considered an emergency.
Waiting
If this check box is selected, the call has been put on hold by the user, who can be the call-taker, support engineer, or service engineer, to allow more time to solve the call.
Blocked
If this check box is selected, the call has been blocked for reasons specified in the Call Parameters (tsclm0100m000) session.
Bad Fix
If this check box is selected, the call is considered a bad fix.
Actual Priority
The priority that is given to a call in the Call (tsclm1100m000) session.

The priority is determined by comparing the calculated initial time left to solve a call, with the corresponding solution time defined in the Priority Time Scale (tsclm0124m000) session.

Related topics

Problem Priority
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.
Sold-to BP Priority
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 Priority
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.

Follow-Up Call
The call number of a call which follows from the present one.
Parent Call
The call from which the current call has been derived.
Support Department
The code of the support department assigned to solve the call.
Support Engineer
The code of the support engineer to whom the call has been assigned.
The name of the support engineer to whom the call has been assigned by the call-taker.
Service Order
The number of the service order if the call is transferred to Service Order Control.
Service Department
The code of the service department assigned to solve the call.
Service Order Quotation
The service order quotation number linked to the call.
Maintenance Sales Order
The number of the maintenance sales order if the call is transferred to Maintenance Sales Control.
Subcontractor
The business partner with whom an agreement is signed to provide the subcontracting service, also known as the buy-from business partner.

 

All Calls
Use this command to view all the calls.
Delete Call History
Use this command to delete Call History. This command starts the Delete Call History (tsclm8210m000) session.
Current Calls
Use this command to view all current calls.
History Calls
Use this command to view calls that are present only in History and not present in calls.
History - Calls By
Use this command to view calls based on:
Blocking Reason
Use this command to view the blocking reason for a call. This option is however applicable only to call that are blocked.
Transaction Log
Use this command to view the transactions that have taken place for the call.
Invoice Details
Use this command to view the invoice details of a call.