| # Calls to be Assigned (tsclm1513m000) Use this session to assign calls to a support department and a related support engineer. Use the commands on the appropriate menu or the buttons on the toolbar to: Reassign calls between support departments in the Reassign Calls between Support Departments (tsclm1215m000) session. Reassign calls between support engineers in the Reassign Calls between Support Engineers (tsclm1220m000) session. Update the time left to solve call. View a call's changes in the Call Transaction Log (tsclm8580m000) session. Related topics Escalated and deferred calls Call Number The code that identifies the call. This code is used for internal reference, and for immediate contact purposes. Call Description A short description of the call. 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 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. Support Department The support department to which the call will be assigned to be solved. Support Engineer The support engineer to whom the call will be assigned to be solved. Emergency If this check box is selected, the call is considered an emergency. 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. 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 Business Partner Name of the Business Partner (customer). Item Priority The priority assigned to an item based on the installation group the item belongs to. You select the Installation group's priority in the Installation Groups (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 Installation Group The installation group 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. Reported Problem The reported problem. Selected from the Problems (tsclm3130m000) session. Call Group1 The code that identifies the call group category. Call Group2 The code that identifies the subordinate call group category. Warranty The warranty agreement covering the call costs. |