Configuration
Configuration for implementing Schedule Optimization Metrics involves three steps, in addition to ensuring that the Schedule Optimization dispatch process and related configurations are set up:
• Enable the feature: This feature is disabled by default. You can enable this feature by setting the global configuration setting GBL033 (Under module Common and submodule Global Settings) to True for the active org-wide configuration profile.
This enables the ServiceMax Setup home option Schedule Optimization Metrics Setup under the group Service Performance Metrics.
• Configure and generate the metrics: Use the Schedule Optimization Metrics Setup screen to configure the following for technician utilization metrics:
◦ Event types to be considered (for example, Meeting, Call, and so on) for Productive Hours and Available Hours computation
◦ Recipient for getting notification emails about metric generation and purge details In the execution tab, you can generate the metrics for the required job(s). You can also purge old metric data for the required job(s).
• Set up reports & dashboards: Define reports and dashboards for the metrics you measure. You can either use/clone the OOTB reports and dashboard provided by ServiceMax (contact ServiceMax Support for deploying these in your org), or create your own reports and dashboards.
The following sections provide step-by-step instructions for configuring Schedule Optimization Metrics.
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