Support Engineer Call Queue (tsclm1517m000)

Use this session to list the calls that are assigned to the displayed support engineer.

Use the commands on the appropriate menu, or the buttons on the toolbar, to:

View waiting calls, non-waiting calls, or all calls.
Process a call.
Update the time left to solve a call.
View a call's changes in the Call Transaction Log (tsclm8580m000) session.

Note: The current user's call queue is displayed.

Field Information

Support Engineer

The code of the support engineer to whom the calls have been assigned.

Name

The name of the support engineer to whom the calls have been assigned.

Call Number

The code that identifies the call.

Status

The call's current status.

Actual Time Left

The time left to solve the call.

Note: To update this field, on the appropriate menu, choose Update Actual Time Left.

Blocked

If this check box is selected, the call has been blocked for reasons specified in the Call Parameters (tsclm0100m000) session.

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.

Reaction Time

reaction time

Solution Start Time

solution start time

Solution Finish Time

solution finish time

Call Group1

The code that identifies the call group category.

Call Group2

The code that identifies the subordinate call group category.

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.

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 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.

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

Bad Fix Priority

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.

Business Partner