| # Call handling concepts You can use Call Management to carry out the entire call handling process, which includes: Call receipt Call logging Call dispatching Call diagnosis Call solving Call Invoicing Supervisor / unblocking Service enables either a single service concept (SSC) or a dual service concept (DSC) for the service organization. Before you can work with the Call Management modules, you must first define the following information: Prerequisites: Configurations (in CFG) Items used (in MDM) Service organization (in MDM) You must then set the parameters in the Master Data - Call Management Business Object, as described in Chapter 3. Single service concept (SSC) In a single service concept, the process consists of the following steps: Enter call details. Process the call. Start the call timer. This enforces time limits to the solution of the call. Use diagnostics to establish the problem. Enter problem and solution details. Invoice the business partner. Dual service concept (DSC) In a dual service concept, the process consists of the following steps. Note that the helpdesk performs Steps 1 and 2, and the assignee performs Steps 3 and onwards. Enter the call details. Assign the call to the relevant service center or support engineer. Reassign the call, if wrongly assigned. Process the call. Start the call timer, which enforces time limits to the solution of the call. Use diagnostics to establish the problem. Enter problem and solution details. Invoice the business partner. Call Handling Calls are handled on a time-based priority scheme. The coordination between demand and the processing of calls (problems) takes place through the escalation procedure. LN enables you to monitor the status of calls easily, which also enables you to make early decisions on whether extra or special support is required to solve a problem. The Call Handling sessions are used from the initial entry of call details until the business partner accepts the problem solution. The call handling process utilizes data entered in the Master Data sessions throughout the life of a problem call. The efficiency of call handling is a critical success factor for service organizations. When call handling takes place, issues that influence the efficiency include: The time taken to enter the call details, and the ability to view previous calls. The experience of the support engineers in analyzing the problem, whether as individuals, or as provided by a diagnostic tree of questions and their expected answers. The ease of monitoring the call handling process, with an associated escalation procedure if the problem is not solved quickly enough. |