| # Statistics - Problems and Solutions (tsclm3160m000) Use this session to view and maintain statistics of Problems and Solutions. When a call is solved or a Service Order Activity is completed, data in the Statistics - Problems and Solutions (tsclm3160m000) session is updated. If the combination of Serialized Item Group Item Service Item Group Call Group 1 Call Group 2 Reported Problem Expected Problem Actual Problem Expected Solution Actual Solution Reference Activity is already present, the calculated count will increase by one. If the combination not present, a new line is created in the Statistics- Problems and Solutions (tsclm3160m000) session with calculated count as one. Related topics To create a physical breakdown from a Bill of Materials Serialized Item Group The serialized item group to which the item belongs. Serialized Item Group The description or name of the code. Item The item to which call relates. Note The item’s general project code is displayed in the first field. The item’s service code is entered in the second field. Description The description or name of the code. Service Item Group The service item group to which the item belongs. Service Item Group The description or name of the code. Call Group1 The category used to group call for selection purpose. Call Group1 The description or name of the code. Call Group2 The category used to group call for selection purpose. Reported Problem The problem initially reported by the customer. Reported Problem The description or name of the code. Expected Problem The problem as assessed and classified by the support engineer. Actual Problem The real problem determined by the service or support engineer. Expected Solution The solution to the expected problem as determined by the support engineer. Expected Solution The description or name of the code. Actual Solution The definitive solution as determined service/support engineer, which solved the actual problem. Reference Activity The actual reference activity that needs to be performed for the call. Reference Activity The description or name of the code. Calculated Count Calculated count is the number of times the following combination (Together known as search key) occurs: Serialized Item Group Item Service Item Group Call Group 1 Call Group 2 Reported Problem Expected Problem Actual Problem Expected Solution Actual Solution Reference Activity Initially, the calculated count for the search key is one. Then, for every updation (for every occurrence of the search key in Service Resolution - Probability Analysis), the count is increased by one. Note The probability is calculated from the sum of the calculated count and base count. Base Count When created from calls or service order activity, the Base Count is zero. To adjust the probability, the user can manually enter the value. Note Base count is used along with calculated count to calculate the probability. Service Resolution - Probability Analysis Starts the Service Resolution - Probability Analysis (tsclm3150m000) session to list the service resolutions for call, service order, maintenance sales order and work order. Print Statistics - Problems and Solutions Starts the Statistics - Problems and Solutions (tsclm3460m000) session which prints statistics - problems and solutions for the selected range. Rebuild Statistics Click to Rebuild Statistics. |