| Support Engineer Call Queue (tsclm1517m000) |  |
| Use this session to list the calls that are assigned to the displayed support engineer. Use the commands on the Specific menu, or the buttons on the toolbar, to: View waiting calls, non-waiting calls, or all calls. Process a call. Update the time left to solve a call. View a call's changes in the Call Transaction Log (tsclm8580m000) session. Note The current user's call queue is displayed.
Fields | Description
Support Engineer | The code of the support engineer to whom the calls have been assigned.
Support Engineer | The name of the support engineer to whom the calls have been assigned.
Call Number | The code that identifies the call.
Status | The call's current status.
Actual Time Left [Unit] | The time left to solve the call. Note To update this field, on the Specific menu, choose Update Actual Time Left. Related topics Calculation actual time left and reaction time Call Management master data
Blocked | If this check box is selected, the call has been blocked for reasons specified in the Call Parameters (tsclm0100m000) session.
Waiting | If this check box is selected, the call has been put on hold by the user, who can be the call-taker, support engineer, or service engineer, to allow more time to solve the call.
Reaction Time | The time by which the call center must react to a customer's call.
Solution Start Time | The time by which the support engineer must start solving the call.
Solution Finish Time | The time by which the support engineer must finish solving the call.
Call Group1 | The code that identifies the call group category.
Call Group2 | The code that identifies the subordinate call group category.
Actual Priority | The priority that is given to a call in the Call (tsclm1100m000) session. The priority is determined by comparing the calculated initial time left to solve a call, with the corresponding solution time defined in the Priority Time Scale (tsclm0124m000) session. Related topics Call priority
Problem Priority | The priority given to the call, based on the nature of the call's problem. The call-taker chooses the priority value from a range of values in the Priorities (tcmcs0170m000) session. Related topics Sold-to BP Priority Item Priority Bad fix priority
Sold-to BP Priority | The priority assigned to a business partner in the Sold-to Business Partners (tccom4110s000) session. Note If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Calculating Times check box is selected, the business partner priority is used to calculate the call's priority factor. Related topics Item Priority Problem Priority Bad fix priority
Item Priority | The priority assigned to an item based on the cluster the item belongs to. You select the cluster's priority in the Clusters (tsbsc1100m000) session. Note If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Calculating Times check box is selected, the item priority is used to calculate the call's priority factor. Related topics Sold-to BP Priority Problem Priority Bad fix priority
Bad Fix Priority | The priority assigned to a bad fix. Note If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Calculating Times check box is selected, the bad fix priority is used to calculate the call's priority factor. Related topics Sold-to BP Priority Item Priority Problem Priority
Business Partner | The sold-to business partner that made the call.
Cluster | The cluster that the item for which the call is raised belongs to.
Item | The code of the item to which the call relates.
Serial Number | The serial number of the item to which the call relates.
Call Description | The description of the call.
Reported Problem | The reported problem. Selected from the Problems (tsclm3130m000) session.
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.
Required Activity | The required activity. Selected from the Reference Activities (tsacm1101m000) session.
Warranty | The warranty agreement covering the call costs.
Contract | The description of the service contract covering the call.
Commands | Description
Transaction Log | Starts the Call Transaction Log (tsclm8580m000) session.