Cards in Call Management
In the Call Management module you can find the following cards:
Call card
Caller Card
Standard Solution card
A Call card includes all the data concerning an incoming call and the processing of the call. The Call card includes the following tabs:
General
Information
Links
Attachments
Audit trail
Time registration
General tab
On the General tab of the Call Card you can record basic information regarding a call: the caller details, the nature of the call, and information on how the call is processed further.
This Call Card includes the following blocks:
You can find more information about the caller in the Caller block.
In this block you enter a description of the call and its categorization.
tip
When you are entering the categorization, the Standard Solution icon may light up (additional information about standard solutions).
Subcategories are linked to a category; different categories contain different subcategories. This means that when you select a certain value for Category, for instance ‘Network and data communication’, different options will be displayed in the drop-down in the Subcategory field than if you selected category ‘Organization and procedures’.
Here you indicate to which objects the call relates.
If you have the Property Management module, you can also indicate that the call refers to a location.
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Should you select a branch, and then click on the Location field, all locations will be displayed belonging to that branch.
In this block you plan the processing of the call.
Based on the values set for Impact and Urgency, the Priority, Duration and Target Date of the call will be calculated and entered in the Planning block. This is only possible if it has been set up in the system settings.
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In the Target Date field, a target date and time are automatically generated depending on the time and date of registration as well as the selected duration and/or priority of the call. This will automatically take into account any possible service window.
Duration: the period during which the call should be processed.
Target Date: the date and time before which the call should be resolved.
On Hold: the time this option is ticked will not be added to the total duration of this call.
Monitored: if you activate this function, this call will only appear in the operator's To-do list when the target date approaches. Additional information about the Monitored function.
Expected Time Spent: here you can manually indicate the duration of the processing of the call. The value you filled in in this field is only for the attention of the operator and does not have any consequences for the other fields in the Call Card.
In this block you fill in the details that refer to the processing of the call. In this block you select the call's status, operator, time spent and costs.
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You can only close this call after it has been completed.
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If you tick the Completed or Closed option, or select the status that closes the call, the date on which the call was closed will be filled in automatically. You can manually adjust this date at a later stage.
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If you first select an operator group, you might only be able to select operators who are part of the operator group in the Operator field.
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If you fill in an operator first, the operator group will be filled in automatically. If an operator is belongs to two or more groups, TOPdesk will take into account the line (First line or Second line) in which these operator groups are active. If an operator belongs to two groups, for example, but only one of these operator groups is used for Second line calls, then the other group is filled in automatically in the First line when selecting the operator.
In the Action field, the operator describes the actions taken or to be taken to resolve the call.
Information tab
This tab provides insight into the date of the call, the time spent and expenses, and which solution method has been used. Most of the information on this tab is read-only. You can however change the following:
Call Date: when you fill in the Call Card at a later date than the call was logged, you can adjust the time and date manually.
Major Call block: turns a call into a major call, or links it to a current major call.
The Totals block keep track of several durations for calls. The values displayed in the block are calculated as follows:
Name | Calculation |
|---|---|
Actual duration | The time of the call from creation till closed, taking into account service windows. |
'On Hold' duration | The time a call was on hold. |
Adjusted duration | The actual duration minus the time the call was completed or on hold. |
'Resolved' duration | The time a call was closed until it was reopened. |
'In progress' duration | The adjusted duration minus the time the call was closed until it was reopened (‘Resolved’ duration). |
Links tab
Here you can link other cards, and find cards that are already linked, of the following types to the call:
Problems and known errors
Persons
Assets
Objects
Changes (that resolved this Call, that caused this Call)
Projects, phases and activities
Knowledge items
Operational activities
Costs tab
On this tab you can view and keep track of the costs made while processing the call. You can keep track of cost declarations for items, objects and expenses.
You cannot manually adjust the costs for items and objects; these are calculated automatically based on the items and objects you add.
Attachments tab
This tab includes the following sub tabs:
Document Overview: files linked to the call.
Emails: emails sent from the call.
Log entries: details recorded in the log.
Audit trail tab
Previous events while processing this call. Changing the operator, status or duration, for example.
Time Registration tab
Registering time grants insight into the duration of the work performed by you and your colleagues. By using the detailed information regarding the time spent on each activity, you can create precise declarations or invoices.
The Caller Card includes the following information:
Caller: the name, the branch and any other details of the person logging the call.
Operator Settings: if you tick this option, the Caller Card is closed as soon as you create a call Card using one of the icons at the top of the Caller Card.
tip
If you want to create multiple calls from this Caller Card, you are advised to untick this option.
Notes: the information in this field will be added to the new or current call, in the Request field.
Logged Calls sub tab: an overview of all previously logged calls by the relevant person or branch.
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If you change the caller or branch, the call overview will be refreshed automatically.
Major Call sub tab: an overview of all current major calls.
Changes sub tab: an overview of all previously logged calls by the relevant person or branch.
On a Standard Solution card you can fill in the default value to be copied to the Call card. The Standard Solution card includes the following tabs:
General
Attachments
Because the functioning of this card is very similar to that of the Call card, only the deviating values are explained here.
General tab
The Standard Solution includes some of the same fields as the Call card. Other fields, or fields that work differently, are explained below:
Brief Description: description of the Standard Solution. This value is displayed in the total overview of Standard Solutions, so it is advisable to enter a recognizable name such as 'Printer error 9090' instead of 'Standard Solution 001’.
Original Problem: if a Standard Solution is created from a Problem card, you can view the original problem here. This problem can be opened via the context menu.
You can indicate a default duration for both first line and second line calls.
You can indicate for both first and second line calls which operator should be filled in when creating a call from a Standard Solution: the operator currently logged in, or a predefined operator. This value can be changed manually at a later stage.