Call Details

This screen displays the details of the calls for the items. This screen includes these information:

• Call Number: The code that identifies the call. This code is used for internal reference, and for immediate contact purposes.
• Description: The description of the call number.
• Status: The status of the call.
• Priority: The priority level of the call.
• Sold-to BP: The code and description of the sold-to-business partner associated with the item.
• Reaction Time: The time by which the call center must respond to a customer's call.
• Item: The code and description of the item.
• Serial Number: The serial number of the item.
• Comment: The comment related to the item.
• Reported Problem: The problem initially reported by the business partner.
• Actual Time Left: The time that the support engineer has to resolve the reported problem.
• Support Department: The support department to which the call has been assigned by the call center.
• Support Engineer: The support engineer to whom the call has been assigned. The support engineer is a trained technician responsible for executing help desk activities.
• Expected Problem: The problem as assessed and classified by the support engineer.
• Expected Solution: The solution to the expected problem as determined by the support engineer.
• Actual problem: The real problem as determined by the service/support engineer.
• Actual Solution: The definitive solution as determined by the service/support engineer, which solved the actual problem.
• Spent Time: The total amount of time the support engineer spent solving the call. This value, subject to constraints of the invoice interval, is used to invoice the business partner.
• Down Time: The actual downtime registered by the support engineer. The time during which an item or product is not available for use by the customer. This value is used in service contracts with an uptime agreement.
• Waiting: Indicates if the call is put on hold.
• Reason: The reason for which the call is put on hold.
• Attachments: You can view or add attachments. You can capture image/video or select an existing image or video, or a file.