<?xml version="1.0" encoding="utf-8"?>
<Session ID="/baanerp/ts/clm/tsclm0120m000" xml:lang="en">
   <Header>
      <Title>Response Times (tsclm0120m000)</Title>
   </Header>
   <HelpTopic>
      <AimSection>
         <Paragraph>Use this session to maintain <Link href="/baanerp/ts/glossary/glossary#ResponTime_ts" role="glossary">response times</Link>.</Paragraph>
      </AimSection>
      <RelatedTopics>
         <SectionTitle>Related topics</SectionTitle>
         <RelTopic>
            <Link href="/baanerp/ts/onlinemanual/000063" role="manual">Response time</Link>
         </RelTopic>
         <RelTopic>
            <Link href="/baanerp/ts/onlinemanual/000080" role="manual">Call Management master data</Link>
         </RelTopic>
      </RelatedTopics>
   </HelpTopic>
   <Fields>
      <FieldHelp ID="tsclm020.crtc">
         <Header>
            <Title>Response Time</Title>
         </Header>
         <FuncDesc>The code of the <Link href="/baanerp/ts/glossary/glossary#ResponTime_ts" role="glossary">response time</Link>.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm020.desc">
         <Header>
            <Title>Response Time</Title>
         </Header>
         <FuncDesc>The name or decription of the <Link href="/baanerp/ts/glossary/glossary#ResponTime_ts" role="glossary">response time</Link>.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm020.ccal">
         <Header>
            <Title>Coverage Time Calendar</Title>
         </Header>
         <FuncDesc>The <Link href="/baanerp/tc/glossary/glossary#Calendar_tc" role="glossary">calendar</Link> used to calculate
		  the reaction time for a heldesk call.</FuncDesc>
         <SimpleSection>
            <SectionTitle>Example</SectionTitle>
            <Paragraph>Coverage period:
			 Monday to Friday, 8 am to 5 pm</Paragraph>
            <Paragraph>Reaction period: 4
			 hours</Paragraph>
            <Paragraph>Reported time: 3 pm
			 Tuesday</Paragraph>
            <Paragraph>Reaction time = 10 am
			 Wednesday</Paragraph>
         </SimpleSection>
      </FieldHelp>
      <FieldHelp ID="tcccp010.dsca">
         <Header>
            <Title>Coverage Time Calendar</Title>
         </Header>
         <FuncDesc>The name or description of the calendar.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm020.rctt">
         <Header>
            <Title>Reaction Period</Title>
         </Header>
         <FuncDesc>The period of time within which the support engineer must react
		  to the customer's call.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm020.rstu">
         <Header>
            <Title>Time Unit</Title>
         </Header>
         <FuncDesc>The unit used to express response periods.</FuncDesc>
         <DefaultValue>
            <SectionTitle>Default value</SectionTitle>
            <Paragraph>The value selected
			 in the <GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.cutm" role="manual">Time Unit</GUIRef> field of the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session.</Paragraph>
         </DefaultValue>
      </FieldHelp>
      <FieldHelp ID="tsclm020.rsin">
         <Header>
            <Title>Response Time Definition Method</Title>
         </Header>
         <FuncDesc>The method used to calculate and display response times.</FuncDesc>
         <SimpleSection>
            <Paragraph>The Respone Time Definition Method can be
			 either:</Paragraph>
            <List>
               <ListItem>Response Periods. <List>
                     <ListItem>Business Days</ListItem>
                  </List>
               </ListItem>
            </List>
         </SimpleSection>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <Paragraph>If the Response Time Definition Method is business days,
			 then coverage time calendar for solution limits must be mandatorily
			 filled.</Paragraph>
         </Note>
      </FieldHelp>
      <FieldHelp ID="tsclm020.srcl">
         <Header>
            <Title>Coverage Time Calendar</Title>
         </Header>
         <FuncDesc>The <Link href="/baanerp/tc/glossary/glossary#Calendar_tc" role="glossary">calendar</Link> that determines the
		  coverage period of the support engineer assigned to solve the call's problem. ERP Enterprise uses the calendar to
		  calculate the solution start and solution finish times from the solution start
		  period and solution finish period respectively.</FuncDesc>
         <SimpleSection>
            <SectionTitle>Example</SectionTitle>
            <Paragraph>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</Paragraph>
         </SimpleSection>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <Paragraph>You must select a
			 calendar if the <GUIRef href="/baanerp/ts/clm/tsclm0120m000#tsclm020.rsin" role="manual">Response Time Definition Method</GUIRef> field is set to <GUIRef href="/baanerp/ts/domains/clm.rein#busd" role="option">Business Days</GUIRef>.</Paragraph>
         </Note>
         <RelatedTopics>
            <SectionTitle>Related topics</SectionTitle>
            <RelTopic>
               <Link href="/baanerp/ts/onlinemanual/000063" role="manual">Response time</Link>
            </RelTopic>
         </RelatedTopics>
      </FieldHelp>
      <FieldHelp ID="tsclm020.enst">
         <Header>
            <Title>Solution Start Period</Title>
         </Header>
         <FuncDesc>The period, beginning from when the call is registered, within
		  which the engineer must start to solve a call.</FuncDesc>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <Paragraph>You can only
			 maintain this field if the <GUIRef href="/baanerp/ts/clm/tsclm0120m000#tsclm020.rsin" role="manual">Response Time Definition Method</GUIRef> field is set to <GUIRef href="/baanerp/ts/domains/clm.rein#resp" role="option">Response Periods</GUIRef>.</Paragraph>
         </Note>
      </FieldHelp>
      <FieldHelp ID="tsclm020.sltn">
         <Header>
            <Title>Solution Finish Period</Title>
         </Header>
         <FuncDesc>The period within which the call must be solved, starting from
		  when the call is registered.</FuncDesc>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <Paragraph>You can only
			 maintain this field if the <GUIRef href="/baanerp/ts/clm/tsclm0120m000#tsclm020.rsin" role="manual">Response Time Definition Method</GUIRef> field is set to <GUIRef href="/baanerp/ts/domains/clm.rein#resp" role="option">Response Periods</GUIRef>.</Paragraph>
         </Note>
      </FieldHelp>
      <FieldHelp ID="tsclm020.bsls">
         <Header>
            <Title>Business Day Solution Start</Title>
         </Header>
         <FuncDesc>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.</FuncDesc>
         <SimpleSection>
            <SectionTitle>Example</SectionTitle>
            <Paragraph>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</Paragraph>
         </SimpleSection>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <Paragraph>You can only
			 maintain this field if the <GUIRef href="/baanerp/ts/clm/tsclm0120m000#tsclm020.rsin" role="manual">Response Time Definition Method</GUIRef> field is set to <GUIRef href="/baanerp/ts/domains/clm.rein#busd" role="option">Business Days</GUIRef>
            </Paragraph>
         </Note>
      </FieldHelp>
      <FieldHelp ID="tsclm020.bsfn">
         <Header>
            <Title>Business Day Solution Finish</Title>
         </Header>
         <FuncDesc>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.</FuncDesc>
         <SimpleSection>
            <SectionTitle>Example</SectionTitle>
            <Paragraph>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</Paragraph>
         </SimpleSection>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <Paragraph>You can only
			 maintain this field if the <GUIRef href="/baanerp/ts/clm/tsclm0120m000#tsclm020.rsin" role="manual">Response Time Definition Method</GUIRef> field is set to <GUIRef href="/baanerp/ts/domains/clm.rein#busd" role="option">Business Days</GUIRef>.</Paragraph>
         </Note>
      </FieldHelp>
   </Fields>
</Session>