<?xml version="1.0" encoding="utf-8"?>
<Session ID="/baanerp/ts/clm/tsclm0120m000" xml:lang="en">
	<Header>
		<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Response Times (tsclm0120m000)</Title>
	</Header>
	<HelpTopic><AimSection><Paragraph>Use this session to maintain <Link href="/baanerp/ts/glossary/glossary#ResponTime.ts" role="glossary">response times</Link>.</Paragraph>
		</AimSection>
		<RelatedTopics><SectionTitle>Related topics</SectionTitle>
			<RelTopic><Link href="/baanerp/ts/onlinemanual/000063" role="manual">Response time</Link>
			</RelTopic>
			<RelTopic><Link href="/baanerp/ts/onlinemanual/000080" role="manual">Call Management master data</Link>
			</RelTopic>
		</RelatedTopics>
	</HelpTopic>
	<Fields><FieldHelp ID="tsclm020.crtc"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Response Time</Title>
			</Header>
			<FuncDesc>The code of the <Link href="/baanerp/ts/glossary/glossary#ResponTime.ts" role="glossary">response time</Link>.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm020.desc"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Response Time</Title>
			</Header>
			<FuncDesc>The name or decription of the <Link href="/baanerp/ts/glossary/glossary#ResponTime.ts" role="glossary">response time</Link>.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tcmcs001.dsca"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Response Time Unit</Title>
			</Header>
			<FuncDesc>The name or description of the unit.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm020.ccal"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Coverage Time Calendar</Title>
			</Header>
			<FuncDesc>The <Link href="/baanerp/tc/glossary/glossary#Calendar.tc" role="glossary">calendar</Link> used to calculate the reaction time for a heldesk call.</FuncDesc>
			<SimpleSection><SectionTitle>Example</SectionTitle>
				<Paragraph>Coverage period: Monday to Friday, 8 am to 5 pm</Paragraph>
				<Paragraph>Reaction period: 4 hours</Paragraph>
				<Paragraph>Reported time: 3 pm Tuesday</Paragraph>
				<Paragraph>Reaction time = 10 am Wednesday</Paragraph>
			</SimpleSection>
		</FieldHelp>
		<FieldHelp ID="tcccp010.dsca"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Coverage Time Calendar</Title>
			</Header>
			<FuncDesc>The name or description of the calendar.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm020.rctt"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Reaction Period</Title>
			</Header>
			<FuncDesc>The period of time within which the support engineer must react to the customer's call.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm020.rstu"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Time Unit</Title>
			</Header>
			<FuncDesc>The unit used to express response periods.</FuncDesc>
			<DefaultValue><SectionTitle>Default value</SectionTitle>
				<Paragraph>The value selected in the <GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.cutm" role="formfield">Time Unit</GUIRef> field of the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session.</Paragraph>
			</DefaultValue>
		</FieldHelp>
		<FieldHelp ID="tsclm020.rsin"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Response Time Definition Method</Title>
			</Header>
			<FuncDesc>The method used to calculate and display response times.</FuncDesc>
			<SimpleSection><Paragraph>The Respone Time Definition Method can be either:</Paragraph>
				<List><ListItem>Response Periods. <List><ListItem>Business Days</ListItem>
						</List>
					</ListItem>
				</List>
			</SimpleSection>
			<Note><SectionTitle>Note</SectionTitle>
				<Paragraph>If the Response Time Definition Method is business days, then coverage time calendar for solution limits must be mandatorily filled.</Paragraph>
			</Note>
		</FieldHelp>
		<FieldHelp ID="tsclm020.srcl"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Coverage Time Calendar</Title>
			</Header>
			<FuncDesc>The <Link href="/baanerp/tc/glossary/glossary#Calendar.tc" role="glossary">calendar</Link> that determines the coverage period of the support engineer assigned to solve the call's problem. SSA ERP uses the calendar to calculate the solution start and solution finish times from the solution start period and solution finish period respectively.</FuncDesc>
			<SimpleSection><SectionTitle>Example</SectionTitle>
				<Paragraph>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</Paragraph>
			</SimpleSection>
			<Note><SectionTitle>Note</SectionTitle>
				<Paragraph>You must select a calendar if the <GUIRef href="/baanerp/ts/clm/tsclm0120m000#tsclm020.rsin" role="formfield">Response Time Definition Method</GUIRef> field is set to <GUIRef href="/baanerp/ts/domains/clm.rein#busd" role="enum">Business Days</GUIRef>.</Paragraph>
			</Note>
			<RelatedTopics><SectionTitle>Related topics</SectionTitle>
				<RelTopic><Link href="/baanerp/ts/onlinemanual/000063" role="manual">Response time</Link>
				</RelTopic>
			</RelatedTopics>
		</FieldHelp>
		<FieldHelp ID="tsclm020.enst"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Solution Start Period</Title>
			</Header>
			<FuncDesc>The period, beginning from when the call is registered, within which the engineer must start to solve a call.</FuncDesc>
			<Note><SectionTitle>Note</SectionTitle>
				<Paragraph>You can only maintain this field if the <GUIRef href="/baanerp/ts/clm/tsclm0120m000#tsclm020.rsin" role="formfield">Response Time Definition Method</GUIRef> field is set to <GUIRef href="/baanerp/ts/domains/clm.rein#resp" role="enum">Response Periods</GUIRef>.</Paragraph>
			</Note>
		</FieldHelp>
		<FieldHelp ID="tsclm020.sltn"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Solution Finish Period</Title>
			</Header>
			<FuncDesc>The period within which the call must be solved, starting from when the call is registered.</FuncDesc>
			<Note><SectionTitle>Note</SectionTitle>
				<Paragraph>You can only maintain this field if the <GUIRef href="/baanerp/ts/clm/tsclm0120m000#tsclm020.rsin" role="formfield">Response Time Definition Method</GUIRef> field is set to <GUIRef href="/baanerp/ts/domains/clm.rein#resp" role="enum">Response Periods</GUIRef>.</Paragraph>
			</Note>
		</FieldHelp>
		<FieldHelp ID="tsclm020.bsls"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Business Day Solution Start</Title>
			</Header>
			<FuncDesc>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.</FuncDesc>
			<SimpleSection><SectionTitle>Example</SectionTitle>
				<Paragraph>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</Paragraph>
			</SimpleSection>
			<Note><SectionTitle>Note</SectionTitle>
				<Paragraph>You can only maintain this field if the <GUIRef href="/baanerp/ts/clm/tsclm0120m000#tsclm020.rsin" role="formfield">Response Time Definition Method</GUIRef> field is set to <GUIRef href="/baanerp/ts/domains/clm.rein#busd" role="enum">Business Days</GUIRef>
				</Paragraph>
			</Note>
		</FieldHelp>
		<FieldHelp ID="tsclm020.bsfn"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Business Day Solution Finish</Title>
			</Header>
			<FuncDesc>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.</FuncDesc>
			<SimpleSection><SectionTitle>Example</SectionTitle>
				<Paragraph>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</Paragraph>
			</SimpleSection>
			<Note><SectionTitle>Note</SectionTitle>
				<Paragraph>You can only maintain this field if the <GUIRef href="/baanerp/ts/clm/tsclm0120m000#tsclm020.rsin" role="formfield">Response Time Definition Method</GUIRef> field is set to <GUIRef href="/baanerp/ts/domains/clm.rein#busd" role="enum">Business Days</GUIRef>.</Paragraph>
			</Note>
		</FieldHelp>
	</Fields>
</Session>
