Statistics - Problems and Solutions (tsclm3160m000)
Use this session to view and maintain statistics of Problems and Solutions.
When a Call is solved or a Service Order is completed, data in the Statistics - Problems and Solutions (tsclm3160m000) session is updated.
If the combination of
- Serialized Item Group
- Item
- Service Item Group
- Call Group1
- Call Group2
- Reported Problem
- Expected Problem
- Actual Problem
- Expected Solution
- Actual Solution
- Reference Activity
is already present, the calculated count will increase by one.
If the combination not present, a new line is created in the Statistics - Problems and Solutions (tsclm3160m000) session with calculated count as one.
Field Information
- Serialized Item Group
-
The serialized item group to which the item belongs.
- Description
-
The description or name of the code.
- Item
-
The item to which call relates.
Note: The item’s general project code is displayed in the first field. The item’s service code is entered in the second field. - Description
-
The description or name of the code.
- Service Item Group
-
The service item group to which the item belongs.
- Description
-
The description or name of the code.
- Call Group1
-
The category used to group call for selection purpose.
- Description
-
The description or name of the code.
- Call Group2
-
The category used to group call for selection purpose.
- Reported Problem
-
The problem initially reported by the customer.
- Description
-
The description or name of the code.
- Expected Problem
-
The problem as assessed and classified by the support engineer.
- Actual Problem
-
The real problem determined by the service or support engineer.
- Expected Solution
-
The solution to the expected problem as determined by the support engineer.
- Description
-
The description or name of the code.
- Actual Solution
-
The definitive solution as determined service/support engineer, which solved the actual problem.
- Reference Activity
-
The actual reference activity that needs to be performed for the call.
- Description
-
The description or name of the code.
- Calculated Count
-
Calculated count is the number of times the following combination (Together known as search key) occurs:
- Serialized Item Group
- Item
- Service Item Group
- Call Group1
- Call Group2
- Reported Problem
- Expected Problem
- Actual Problem
- Expected Solution
- Actual Solution
- Reference Activity
Initially, the calculated count for the search key is one. Then, for every updation (for every occurrence of the search key in Service Resolution - Probability Analysis), the count is increased by one.
Note: The probability is calculated from the sum of the calculated count and base count. - Base Count
-
When created from calls or service order activity, the Base Count is zero.
To adjust the probability, the user can manually enter the value.
Note: Base count is used along with calculated count to calculate the probability.