Call handling conceptsYou can use Call Management to carry out the entire call handling process, which includes:
Service enables either a single service concept (SSC) or a dual service concept (DSC) for the service organization. Before you can work with the Call Management modules, you must first define the following information: Prerequisites:
You must then set the parameters in the Master Data - Call Management Business Object, as described in Chapter 3. Single service concept (SSC) In a single service concept, the process consists of the following steps:
Dual service concept (DSC) In a dual service concept, the process consists of the following steps. Note that the helpdesk performs Steps 1 and 2, and the assignee performs Steps 3 and onwards.
Call Handling Calls are handled on a time-based priority scheme. The coordination between demand and the processing of calls (problems) takes place through the escalation procedure. LN enables you to monitor the status of calls easily, which also enables you to make early decisions on whether extra or special support is required to solve a problem. The Call Handling sessions are used from the initial entry of call details until the business partner accepts the problem solution. The call handling process utilizes data entered in the Master Data sessions throughout the life of a problem call. The efficiency of call handling is a critical success factor for service organizations. When call handling takes place, issues that influence the efficiency include:
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