Response Types (tsclm0120m000)

Field Information

Response Type

The code of the response time.

Description

The name or description of the response time.

Coverage Time Calendar

The calendar used to calculate the reaction time for a help desk call.

Example

Coverage period: Monday to Friday, 8 am to 5 pm

Reaction period: 4 hours

Reported time: 3 pm Tuesday

Reaction time = 10 am Wednesday

Description

The name or description of the calendar.

Reaction Period

The period of time within which the support engineer must react to the customer's call.

Time Unit

The unit used to express response periods.

Default value

The value selected in the Time Unit field of the Call Parameters (tsclm0100m000) session.

Response Time Definition Method

The method used to calculate and display response times.

The Response Time Definition Method can be either:

• Response Periods.
  • Business Days

Note: If the Response Time Definition Method is business days, then coverage time calendar for solution limits must be mandatorily filled.

Coverage Time Calendar

The calendar that determines the coverage period of the support engineer assigned to solve the call's problem. LN uses the calendar to calculate the solution start and solution finish times from the solution start period and solution finish period respectively.

Example

Solution start period = 5 hours Solution coverage calendar = 9 am to 5 pm, Monday to Friday Call registered at 4 pm Monday Solution start time = 1 pm Tuesday

Note: You must select a calendar if the Response Time Definition Method field is set to Business Days.

Solution Start Period

The period, beginning from when the call is registered, within which the engineer must start to solve a call.

Note: You can only maintain this field if the Response Time Definition Method field is set to Response Periods.

Solution Finish Period

The period within which the call must be solved, starting from when the call is registered.

Note: You can only maintain this field if the Response Time Definition Method field is set to Response Periods.

Business Day Solution Start

The solution start period expressed in business days. The day you register a call is business day zero (0). The period ends at the end of the business day you specify.

Example

Solution start period = business day 1 Solution coverage calendar = 8 am to 5 pm, Monday to Friday Call registered Tuesday 10 am (= business day 0) Solution finish time = Wednesday 5 pm

Note: You can only maintain this field if the Response Time Definition Method field is set to Business Days

Business Day Solution Finish

The solution finish period expressed in business days. The period terminates at the end of the business day you specify. The day you register the call is business day 0.

Example

Solution finish period = business day 2 Solution coverage calendar = 8 am to 5 pm, Monday to Friday Call registered Tuesday 10 am (= business day 0) Solution finish time = Thursday 5 pm

Note: You can only maintain this field if the Response Time Definition Method field is set to Business Days.