Analytics and Dashboards > Service Performance Metrics > SPM Configuration for Administrators > Configuration > Service Performance Metrics Setup Screen > Metrics tab - Service Performance Metrics Setup Screen > General - Metric Definition Tab
General - Metric Definition Tab
This tab displays the object(s)from which the selected metrics derived and the object(s) where metrics are saved. The screenshot below shows the Metric Definition tab for the First Time Fix metric:
You can manage the following in this tab:
• Check/uncheck the Active checkbox, to enable/disable the generation of the selected metric.
• Enter/edit the Description of the setup for generating the selected metric.
The table below shows the objects for each metric. The primary source and target objects are displayed in the Metric Definition tab of the SPM configuration screen:
Metric Name
Derived From
Save As
First Time Fix
WorkOrder
SPM- First Time Fix
Mean Time To Repair
Work Detail and Work Order
SPM- Mean Time To Repair
Contract Up Time
Service/Maintenance Contract, CoveredProduct, Work Order, and DownTime
SPM- Contract Up Time SPM– Down Time Detail
Attach Rate
Installed Product
SPM- Attach Rate
Mean Time To Complete
Work Order
SPM– Mean Time To Complete
Average Response Time
Work Order
SPM– Average Response Time
Utilization
Timesheet, Timesheet Daily Summary, Time Entry, Technician/Equipment
SPM– Utilization
Repeat Visit
Work Order
SPM– Repeat Visit
Mean Time Between Failures
Installed Product
SPM– Mean Time Between Failures
Account Summary
SPM- First Time Fix, SPM- Mean TiIme To Repair, SPM- Attach Rate, SPM- Contract Up Time, SPM Mean Time To Complete, SPM- Average Response Time, SPM- Repeat Visit
SPM Account Summary
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