| # Response Times (tsclm0120m000) Use this session to maintain response times. Related topics Response time Call Management master data Response Type The code of the response time. Response Time The name or description of the response time. Coverage Time Calendar The calendar used to calculate the reaction time for a help desk call. Example Coverage period: Monday to Friday, 8 am to 5 pm Reaction period: 4 hours Reported time: 3 pm Tuesday Reaction time = 10 am Wednesday Coverage Time Calendar The name or description of the calendar. Reaction Period The period of time within which the support engineer must react to the customer's call. Time Unit The unit used to express response periods. Default value The value selected in the Time Unit field of the Call Parameters (tsclm0100m000) session. Response Time Definition Method The method used to calculate and display response times. The Response Time Definition Method can be either: Response Periods. Business Days Note If the Response Time Definition Method is business days, then coverage time calendar for solution limits must be mandatorily filled. Coverage Time Calendar The calendar that determines the coverage period of the support engineer assigned to solve the call's problem. LN uses the calendar to calculate the solution start and solution finish times from the solution start period and solution finish period respectively. Example 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 Note You must select a calendar if the Response Time Definition Method field is set to Business Days. Related topics Response time Solution Start Period The period, beginning from when the call is registered, within which the engineer must start to solve a call. Note You can only maintain this field if the Response Time Definition Method field is set to Response Periods. Solution Finish Period The period within which the call must be solved, starting from when the call is registered. Note You can only maintain this field if the Response Time Definition Method field is set to Response Periods. Business Day Counter Solution Start 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. Example 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 Note You can only maintain this field if the Response Time Definition Method field is set to Business Days Business Day Counter Solution Finish 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. Example 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 Note You can only maintain this field if the Response Time Definition Method field is set to Business Days. |