Calls (tsclm1600m100)

Use this session to view and maintain the calls data for the specified engineer and department. You can filter the data based on the call status.

Note:

If Engineer is specified, the calls linked to the selected engineer are displayed.
If Support Department field is specified, the calls linked to the selected department are displayed.
if Engineer and Support Department are specified, the calls linked to the selected engineer and department are displayed.
if Engineer and Support Department are not specified, calls linked to all the engineers and departments are displayed.

Field Information

Engineer

The code of the service engineer.

Note:

By default, the service engineer currently logged in is displayed.
This field is disabled if the Registered option is selected.
This value is defaulted with the service engineer currently logged in, If Assign to me is clicked,

Description

The description or name of the service engineer.

Support Department

The code of the service department.

Description

The description or name of the service department.

Registered

Indicates that the calls with Registered status are displayed.

Note: This check box is selected only if you click Registered.

Number of Registered Calls

The total number of registered calls.

Open

Indicates that the calls with Open status are displayed. The calls with Status set to Assigned, In Process and Transferred are considered as open calls.

Note:

This check box is selected only if you click Open.
When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Number of Open Calls

The total number of open calls.

Note: When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Transferred

Indicates that the calls with Transferred status are displayed.

Note:

This check box is selected only if you click Transferred.
When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Number of Transferred Calls

The total number of transferred calls.

Note: When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Assigned

Indicates that the calls with Assigned status are displayed.

Note:

This check box is selected only if you click Assigned.
When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Number of Assigned Calls

The total number of assigned calls.

Note: When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

In Process

Indicates that the calls with In Process status are displayed..

Note:

This check box is selected only if you click In Process.
When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Number of Calls in Process

The total number of calls in progress.

Note: When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Solved

Indicates that the calls with Solved status are displayed.

Note:

This check box is selected only if you click Solved.
When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Number of Solved Calls

The total number of solved calls.

To be Invoiced

Indicates that the calls with To be Invoiced status are displayed.

Note:

This check box is selected only if you click To be Invoiced.
When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Number of Calls to be Invoiced

The total number of calls to be invoiced.

Note: When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Deferred

Indicates that the calls with Deferred status are displayed.

Note:

This check box is selected only if you click Deferred Emergency.
When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Number of Deferred Calls

The total number of deferred calls.

Note: When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Waiting

Indicates that the calls with Waiting status are displayed. The calls are considered as waiting, if the Waiting check box is selected in the Call (tsclm1100m000) session.

Note:

This check box is selected only if you click Waiting.
When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Number of Calls in Waiting

The total number of calls in waiting.

Note: When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Escalated

Indicates that the escalated calls are displayed.

Note:

This check box is selected only if you click Escalated.
When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Number of Escalated Calls

The total number of escalated calls.

Note: When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Blocked

Indicates that the calls with Blocked status are displayed. The calls are considered as blocked, if the Blocked check box is selected in the Call (tsclm1100m000) session.

Note:

This check box is selected only if you click Blocked.
When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Number of Blocked Calls

The total number of blocked calls.

Note: When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Bad Fix

Indicates that the calls with Bad Fix status are displayed. The calls are considered as bad fix, if the Bad Fix check box is selected in the Call (tsclm1100m000) session.

Note:

This check box is selected only if you click Bad Fixes.
When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.

Number of Bad Fix Calls

The total number of bad fix calls.

Note: When you access this session, the count for each filter is displayed as 0. You must use the Refresh Total option to view the updated counts.