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 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:
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 Reaction 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 Reaction 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 Reaction Time Calculation check box is selected, the bad fix priority is used to calculate the call's priority factor.
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