Exception Codes

FAILED CALLS CODING MATRIX

FC Department Code Description Explanation Responsibility
FC L A SUB-CONTRACTOR ERROR Subcontractor has caused call to miss SLA Contracts
FC L B CALL DELAYED IN CONTRACTS Call delayed in Contracts Admin. Contracts
FC C C SCHEDULING ERROR Call co-ordination error e.g. allocated the call late Call Co-ordination
FC C L CALL LOGGED INCORRECTLY Call Logged Incorrectly Call Logging
FC C T EXCESSIVE TIME IN TST Call held in To be assessed for an excessive time TST
FC C Z INCORRECT TST SOLUTION TST solution in-correct. TST
FC C D SCHEDULER NOT AVAILABLE Insufficient resource available within the Call Centre Call Co-ordination
FC C U SUBCONTRACTOR NOT SCHEDULED Call not scheduled to sub-contractor in time to meet SLA TST
FC D T ENGINEER TECHNICAL ERROR The Engineer provides an incorrect solution. Distributed Services
FC D E ENGINEER NOT AVAILABLE Insufficient resource available within the region Distributed Services
FC D D EXCESSIVE TIME ON SITE Engineer spend too long on site, thus down time causes exception. Distributed Services
FC D A ONSITE ADMIN ERROR General administration errors by a site based Administrator Distributed Services
FC D S STOCK ANOMALY REG STORES Parts showing in Branch but not found in stock Distributed Services
FC D O OOH ENG NOT AVAIL Insufficient resource available within the region During OOH. Distributed Services
FC D M ENGINEER MISSED AGREED ETA Engineer received call but did not arrive within agreed ETA Distributed Services
FC C M CALL NOT LANDED ON PDA Call Scheduled but cannot be viewed by Engineer Business Systems
FC C N PDA NETWORK DOWN Call Allocation delays/failures due to PDA's not working. Business Systems
FC L I INCORRECT PART IN BOX When the part received is not the one ordered Logistics
FC L C COURIER LATE Courier delivers shipment later than expected. Logistics
FC L N LOAN NOT AVAILABLE Loan unit not available within sla. Logistics
FC L P PART DOA/FAILED Part received was faulty. Logistics
FC L R PART PURCHASED OUT SLA Part requested in SLA, but purchased outside SLA (Purchasing) Purchasing
FC L U PARTS NOT AVAIL IN REGION Parts available in another branch, but not on site before sla. Logistics
FC L H STOCK ANOMALY CEN STORES Parts showing in Central Stores but not found in stock Stores
FC L W PART PURCHASED IN SLA Part purchased in SLA, but received outside SLA (Purchasing & Warranty) Purchasing
FC L Y IMAGE ARRIVED OUTSIDE SLA Image requested within SLA, but arrived outside SLA Workshop
FC C L OOH LOGGED INCORRECTLY Call logged Incorrectly/Not processed in a timely manner Call Co-ordination
FC C C OOH SCHEDULING ERROR Call co-ordination error e.g. allocated the call late Duty Manager
FC C S SERVICE DESK ERROR Logged with incorrect information, incorrect vet Service Desk
FC Z I NEW INSTALL NOT ON SITE Delay with IMAC kit being shipped/Build delays (Used mainly for Centrica) Central Opps
FC Z D NEW INSTALL/BUILD DOA New product arrives on time but is found to be faulty/DOA Central Opps

Character 3 Codes Each code is 4 Characters;

C Call Centre 1 & 2 = FC to show its an Exception text line code
D Distributed Services 3 = Department Indicator
L Logistics 4 = Unique character for reason
Z Not MS Department Example FCCC = Scheduling Error which is under the call Centre Department
 Mitigation Code Matrix
Reason Mitigation Code Explanation
Aptmnt booked with Cust MAPP Customer has requested an appointment. This is at the customer's request, not SCC forcing the appointment.
Customer Build Issue MBUI A customer build issue is the reason we cannot complete the call in SLA, or are waiting for them to provide an image.
Chargeable Call MCRG All chargeable calls
Not on contract MCON Mitigated as the item is not on supported inventory therefore no SLA applies.
Cust stock faulty/ not available MSTK Dedicated/Gold stock is not available.
Customer information incorrect MINF Information provided by customer at any stage of the process has caused SCC to miss the call.
Customer helpdesk delay MHLP TST or the engineer are delayed either vetting the call or on site due to the helpdesk not providing information or completing their action
User Delay/Site Access times MCUS Restricted opening/closing times or access to the site allows SCC to mitigate the call.
Loan / workshop repair MWOR A loan has been installed and the user is operational.
Project work MPRO Project work not under SLA
IMAC Kit not available MKIT IMAC calls where the customer's responsibility is to provide us install equipment but is has not been delivered or is in constraint.
Temporary Fix MTMP Engineer has completed a temporary fix.
Interface Failure MINT The interface between the customer and SCC has experienced technical problems at the customer end.
Ticket Reopen MREO Ticket re-opened but SCC confirm it is a different issue from the original fault logged. Call is mitigated.

** Some words have been abbreviated to ensure they can fit into OUT fields. Somme of these may vary
** Each contract will have it's own set of contractual obligations. These codes do not replace the business rules of coding against specific contract requirements. Please adopt these according to the contract.