The ability to view a top-level summary of certain metrics is important to get a big picture of overall field service experience. Different organizations follow different practices while dealing with work orders. Some organizations allow technicians to close work orders even if they cannot fix the customer's problem. In other cases, organizations allow technicians to keep the same work order open till the customer's problem is fixed. So, it is important to allow organizations to measure the metrics against their business objective. The top-level summary metrics provide the summary information for First Time Fix, Mean Time to Repair, Mean Time to Complete, Average Response Time, and Repeat Visit metrics, at the Case, Service Request, or Primary Work Order level. The Business Process Config tab helps you select the business process level at which you want to measure the organization's service performance.

To measure their overall level of satisfaction and ensure that the customer experience is consistent across products & technicians, and achieve top-level summary metrics, a new object SPM - Top Level Summaries is added. This object lists all the records that qualify the metrics criteria and then calculates the top-level summary at the top business process level.

This metric needs to be measured over time, to see the trend of service quality.

Top Level Summary metric consolidates other metrics as follows:

Recording and analyzing this metric can help organizations with the following: