Probability Analysis - Problems and Solutions (tsclm3161m000)
Use this session to display the statistics of problems and solutions along with the associated probability for following combination:
- Serialized Item Group
- Item
- Service Item Group
- Call Group1
- Call Group2
- Reported Problem
- Expected Problem
- Actual Problem
- Expected Solution
- Actual Solution
- Reference Activity
Only the fields that were selected in the Call Parameters (tsclm0100m000) session will be included in the filtering criteria. The records will be filtered and shown in the descending order of probability.
This session enables the user to select the probability of the solution for the given problem.
Example
For example, if a problem A has 2 solutions B and C. When solution ‘B’ succeeds 6 out of 10 times and solution ‘C’ 4 out of 10 times, then the probability of solution B to a problem A is 60%. This will indicate to the user that the solution B has the maximum probability of solving problem A.
Example
If this session is started from the Call (tsclm1100m000) session and a line is selected, the Expected Problem, Expected Solution and Reference Activity fields in the call are updated with the values of selected line.
This session can be started from:
- Diagnosis Tab when started from Call (tsclm1100m000) session
- Service Order Activities (tssoc2110m000) session
- Maintenance Sales Order - Part Lines (tsmsc1110m000) session
- Work Orders (tswcs2100m000)
The Update Call/Activity parameter in the Call Parameters (tsclm0100m000) session controls the values that are used to update the Call/Activity session when a record is selected here:
- If the parameter is set to With Expected Values, the Expected Problem and Expected Solution fields in the parent session get updated with expected problem and expected solution of the selected record.
- If the parameter is set to With Actual Values, the Expected Problem and Expected Solution fields in the parent session get updated with actual problem and actual solution of the selected record.
Field Information
- 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. - Item
-
The description or name of the code.
- Reported Problem
-
The problem initially reported by the customer.
- Reported Problem
-
The description or name of the code.
- Expected Problem
-
The problem as assessed and classified by the support engineer.
- Expected Problem
-
The description or name of the code.
- Actual Problem
-
The real problem determined by the service or support engineer.
- Actual Problem
-
The description or name of the code.
- Expected Solution
-
The solution to the expected problem as determined by the support engineer.
- Expected Solution
-
The description or name of the code.
- Actual Solution
-
The definitive solution as determined service/support engineer, which solved the actual problem.
- Actual Solution
-
The description or name of the code.
- Serialized Item Group
-
The serialized item group to which the item belongs.
- Serialized Item Group
-
The description or name of the code.
- Service Item Group
-
The service item group to which the item belongs.
- Service Item Group
-
The description or name of the code.
- Call Group1
-
The category used to group call for selection purpose.
- Call Group1
-
The description or name of the code.
- Call Group2
-
The category used to group call for selection purpose.
- Call Group2
-
The description or name of the code.
- Reference Activity
-
The actual reference activity that needs to be performed for the call.
- Reference Activity
-
The description or name of the code.
- Probability [%]
-
Calculation of Probability [%]:
The formula for calculation of probability Percentage is as follows: Probability [%] = (N/X) * 100 N = Calculated Count + Base Count X = Sum of all Calculated Count of all the records that match the filtering criteria + Sum of all Base Count of all the records that match the filtering criteria - 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 (tsclm3150m000) session, 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. - Reported Problem
-
The problem initially reported by the customer.
- 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.
- 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.
- 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. - Serialized Item Group
-
The Serialized Item Group to which the item belongs.
- Serialized Item Group Description
-
The description or name of the code.
- Call Group1
-
The category used to group call for selection purpose.
- Call Group2
-
The category used to group call for selection purpose.