Service Call Center Clerk

The Service Call Center Clerk homepage enables you to view the banner and regular widgets. You can view the required information related to the service calls, and escalated service calls. This information is displayed based on the data available in Infor LN for the selected company. You can configure the Monitors and Calls widgets to select the company and service office.

The Service Call Centre Clerk has a responsibility to make sure customers are served according to the service contracts that are in place. Other aspects that are relevant in this context are the details of individual calls and service orders which are trapped with flags and indicators like:

  • Emergency
  • Priority
  • Bad Fix / Repair Job
  • Warranty
Note: The user must be defined in Infor LN and Service User Profile (tsmdm1150m000) to access the homepage.

In this widget you can:

  • Manage the call escalations
  • Manage the time by which calls are required to be assigned or evaluated.
  • Manage the calls regarding warranty.
  • Manage the calls that are not resolved (bad fix).
  • View alerts and tasks.
  • Manage the service order bottleneck list.
Note: The Call Center Clerk is expected to be setup in LN as an employee with service data, the service data is expected to include a Service Department and an Internal Sales Representative (tsmdm1150m000).

These LN widgets are included in the Service Call Center Clerk homepage:

Monitors
The Monitors widget provides a comprehensive view of the Infor LN service calls.
Actionable Calls
The Actionable Calls widget displays the graphical representation of response types versus the number of registered calls.
Service Calls
The Calls widget displays the status of the LN service calls in the donut chart format.
Performance Indicators
The Performance Indicators widget displays the KPI's related to the analysis of incoming service calls.
Escalated Calls
The widget displays the list of the un-processed calls with the emergency status.
Service Order bottleneck List
The widget displays the list of calls that are transferred to the service orders and planned start time of the related service order is in the past (the date of resolution is in past). and planned start time of the related service order is in the past.