| Calls (tsclm1500m000) |  |
| Use this session to display summarized call data by call number. Double-click a record to view the selected call's history data in the History Call (tsclm8510m002) details session. Tabs The Times tab displays the following data: Reaction time Solution start time Solution finish time The Details tab displays the following data: Sold-to BP Item BP priority Item priority Problem priority Bad fix priority Note If you have started this session by zooming, you can only find and select a record. Related topics To use an overview session To maintain records in an overview/maintain session
Fields | Description
Call | The code that identifies the call. This code is used for internal reference, and for immediate contact purposes.
Status | The status of the call.
Reaction Time | The time by which the call center must react to a customer's call.
Latest Sol Start Time | The time by which the support engineer must start solving the call.
Latest Sol Fin Time | The time by which the support engineer must finish solving the call.
Sold-to B.P. | Usually a customer's purchase department; the business partner who orders goods or services from your organization, that owns the configurations you maintain, or for whom you perform a project. Details of the agreement with the sold-to business partner can include: Default price and discount agreements. Sales order defaults. Terms of delivery. The related ship-to and invoice-to business partner.
Item | The item or model related to the call.
BP Prty | 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 Prty | 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
Prob Prty | 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
BdFx Prty | 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