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 Call History (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 B.P.

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:

  • Default price and discount agreements
  • Sales order defaults
  • Delivery terms
  • The related ship-to and invoice-to business partner
Item

The item or model related to the call.

BPPrty

The priority assigned to a business partner in the Sold-to Business Partner (tccom4110s000) session.

Note

If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Response Time Calculation check box is selected, the business partner priority is used to calculate the call's priority factor.

ItemPrty

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 Response Time Calculation check box is selected, the item priority is used to calculate the call's priority factor.

ProbPrty

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.

BdFxPrty

The priority assigned to a bad fix.

Note

If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Response Time Calculation check box is selected, the bad fix priority is used to calculate the call's priority factor.