Call Management glossary

If the operator currently does not have to process the call, then the call can be set to 'monitored'. The call will then temporarily disappear from the operator's To-do list. Instead you can indicate that a call is ‘monitored’ for a few days and should appear in the To-do list again in order to be processed a few days prior to the target date. This can be useful if the operator needs to wait for a technician, for example, to fix the coffee machine. This option is only available on the Second line Call Card.

Should a call require multiple activities to resolve the call, you can split this call into several partial calls. This functionality only applies to Second line calls.

You can use major calls to record and combine certain calls. This concerns calls with a special status, such as a high impact or urgency, or calls that affect a large number of users. This provides the service desk with more insight into the frequency of a single call and from which section of the organization this call originates.

The purpose of major calls is to be able to quickly log calls when a malfunction occurs that causes a lot of calls. For this reason, major calls can be copied quickly; the newly created call is automatically linked to the major call. A 'bundle' of the same calls is then created. Once the malfunction has been resolved, all calls involved can be closed simultaneously.

It is not always immediately clear that it concerns a major malfunction. After a number of calls it become apparent that the malfunction is serious. If it concerns a major call, you can create a major call and link any previously logged calls to it. The callers can then receive an email which states that their call now forms a part of a major malfunction.

New calls that refer to the major call can be directly linked to this call by using the Caller Card, or otherwise by copying the major call. These callers can also be informed by email as to whether it concerns a major malfunction.

The On Hold functionality allows you to pause calls, both with and without a linked SLA. This can be useful if you have to wait a long time for the caller's response, or when the call has been put through to a supplier. TOPdesk keeps track of how long calls have been On Hold, which makes it possible to take into account On Hold times in reports and the deadline of an SLA. This also applies to the period in which reopened calls have been closed in the interim.

Depending on your contractual obligations, you can include or exclude On Hold times from the duration of calls. If you have strict obligations, the entire time from the opening of a call to its closure is counted toward the SLA duration. If you have more lenient duration times, you can exclude the period in which a call was On Hold and/or closed in the interim.

Standard Solutions help operators to quickly process frequently occurring calls. In a Standard Solution you can record a number of things, such as the action to be taken, the duration and operator, which an operator can quickly copy to a Call card. This helps prevent operators from having to type the same information over and over again.

If one or more Standard Solutions are available for the selected call category, the Standard Solution icon will light up when you are filling in the Call Card. Click the icon to select a standard solution for the call.

You can add a standard solution by clicking the Standard Solution icon in the Call Card, by opening a standard solution from the Quick Launch Bar, or, if a knowledge item is linked to the standard solution, by clicking on the linked knowledge item in the suggestions wizard.