| Customer Call Dashboard (tsclm1509m100) |  |
| Use this session to view, maintain, and create call-related data. In a Service organization, while calls are handled by a support analyst, (or a dispatcher dealing with a customer in scheduling service orders) relevant information is presented on the call screen, such as warranty details, any specific service contract number and certain other relevant details such as an applicable Response time, priority. There is also a visibility into the linked orders (such as service orders or maintenance sales orders). There is also a link available to view the configuration trees related to the business partners. This information is available on different tabs/forms. But in any case still some details are missed. Details about the customer credit ratings, information about preventive maintenance plans, information about linked field change order lines if any, and also more details about the related service contracts, are not available in the current call screens. Efforts can be made to incorporate these details into the existing call screen, but the resulting screens would be complicated and cumbersome. Moreover if these additional details are available and accessible from the Call screen, the other roles, like Service order dispatcher, unless provided access to call screens, would miss this out. A feature like Dashboard is intended to overcome most of these drawbacks and still present a generic access session, which is easily usable. In its proposed form it would be primarily a Call list screen, with the service calls as objects, which can be used by any other role. How to use the Customer Call Dashboard (tsclm1509m100) session If you select a call in the call list in the Customer Call Dashboard (tsclm1509m100) session, information about the item is displayed. The checkboxes under Addition Information indicate which data is available for a call. If you click the button, the session is started in which you can view, maintain or create the call data. You can click on the following buttons: Clusters When a call is registered, it is registered for a particular cluster. Details of the cluster can be provided in the Clusters (tsbsc1100m000) session. FCO Lines To view details if the call is with regard to Field Change order, you can view the FCO lines from the Field Change Order Lines (tssoc5110m000) session. Serialized Items If the item for which the call is registered is serialized then you can view the details of the serialized item in the Serialized Items (tscfg2100m000) session. Planned Activities A list of planned activities can be generated for a cluster, or a range of clusters and can be viewed in the Planned Activities (tsspc2100m000) session. Service Orders If the call cannot be solved by the call taker , then the call is transferred to a Service Order and can be viewed in Service Orders (tssoc2100m000) the session. Sales Order The call can originate after sales also. In such a case, the sales order details are listed. This is possible only when Service is integrated with Sales. Maintenance Sales Order The details of the call with regards to the Maintenance Sales Order is displayed in the Maintenance Sales Orders (tsmsc1100m000) session. Work Orders The details of the call with regards to the Work Order is displayed in the Work Orders (tswcs2100m000) session. Contract Quotations Most Often a call is linked to either a contract or quotation. To view the contract quotation linked to the sold-to business partner of the call, you can click Contract Quotations (tsctm2100m000) session. Service Order Quotation When the call culminates into the a service order quotation, the details of the call with regards to the service order quotation can be viewed in the Service Order Quotations (tssoc1100m000) session. Service Contracts The service contracts that are linked to this call can be seen in the Service Contracts (tsctm3100m000) session. Call List Several calls can be seen at a glance in the Call List (tsclm1509m000)
Fields | Description
Invoice-to Business Partner | The business partner to which you send invoices. This usually represents a customer's accounts payable department. The definition includes the default currency and exchange rate, invoicing method and frequency, information about the customer's credit limit, the terms and method of payment, and the related pay-by business partner.
Credit Rating | The credit-rating that you use for the business partner.
Payment Terms | Agreements about the way in which invoices are paid. The payment terms include: The period within which invoices must be paid. The discount granted if an invoice is paid within a given period The payment terms allow you to calculate: The date on which the payment is due The date on which the discount periods expire The discount amount
Late Payment Surcharge | The percentage that is charged over the goods amount or over rendered services that the recipient of the invoice must pay if the bill is not paid within a specified period.
Invoicing Method | This method is only used for contract projects to invoice to Financials. Capital projects have no invoicing. Sales order projects use Sales Invoicing for invoicing.
Date of Last Credit Review | ...
Balance Receivable | ...
Billing Request | ...
Available Credit | The business partner's available credit.
Credit Limit | The business partner's credit limit.
Order Balance | ...
Response Time | A response time defines, from the time a call is registered, the period of time within which: The service provider must react to the call; A solution to the call's problem must be started; A solution to the call's problem must be finished.
Time Zone | The time zones.
Language | The code for the language in which the description is written.
Priority | The business partner priority divided by 100.
Contact | The employee or department of the business partner that is used as the contact to your own company or department in case of problems or questions.
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.
Service Order Quotation | The service order quotation number which is linked to the call. To create a service order quotation, click Create Quotation in the Call (tsclm1100m000) session.
Reported Time | The date and time when a call was received and registered.
Actual Time Left | The time left to solve the call. Note To update this field, on the appropriate menu, choose Update Actual Time Left. Related topics Calculation actual time left and reaction time Call Management master data
Sold-to BP | The sold-to business partner that made the call. Note If this field is filled in, the call is for an external customer. Otherwise, the call is handled for an internal customer.
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.
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.
Blocked | If this check box is selected, the call has been blocked for reasons specified in the Call Parameters (tsclm0100m000) session.
Emergency Call | If this check box is selected, the call is considered an emergency.
Commands | Description
Update Actual Time Left | Use this command to Update the actual time left to complete the execution of a call.
Blocking Reason | Starts the Blocking Reasons (tsmdm1101m000) session.
Go To | Use this command to view the Parent or Follow-up call.
Create Follow-up Call | Use this command to create a Follow up call.
Accept Calls | Use this command to accept a call. This command starts the Accept Calls (tsclm1230m000) session.
Delete Accepted Calls | Use this command to delete a call. This commands starts the Delete Accepted Calls (tsclm1240m000) session.
Escalated Calls | Use this command to view the escalated calls.
Deferred Emergency Calls | Use this command to view the deferred emergency calls.
Select Calls | Use this command to select calls.
All Calls... | Use this command to view all calls.
Invoice Details | Use this command to view the invoice details pertaining to the call. This command starts the Call Invoicing (tsclm1105s000) session.
Transaction Log | Use this command to view the transaction log of the call. This command starts the Call Transaction Log (tsclm8580m000) session.
History Calls | Use this command to view Call History. This command starts the Calls - History (tsclm8520m000) session.
Dashboard Documents | Use this command to view documents related to: FCO Lines Serialized Items Planned Activities Service Orders Sales Orders Maintenance Sales Orders Work Orders Contract Quotations Service Order Quotations Service Contracts Call List
Sold-to Business Partner | Starts the Sold-to Business Partner (tccom4110s000) ession.
Invoice-to Business Partner | Starts the Invoice-to Business Partner (tccom4112s000) session.