1. 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 new ServiceMax Setup home option Schedule Optimization Metrics Setup under the group Service Performance Metrics.

2. Configuration Setup — Use the Schedule Optimization Metrics Setup configuration screen to define the configuration for Technician Utilization metric. You can then generate or purge the metric data for Technician Utilization and Drive Time metrics from this configuration screen on demand, after selecting the required job(s). Schedule Optimization Metrics configuration screen enables you to configure event types to be used in Productive Hours Computation and Available Hours Computation. This screen also includes filter options you can use to search for the required job(s), to generate metrics or purge old data. Following are the prerequisites required for you to be able to generate these metrics:

a. Organization is enabled and configured for Schedule Optimization

b. Dispatch process of method Optimized Batch is configured

3. Business Data Generation— When Schedule Optimization engine executes one or more jobs for dispatch processes of method Optimized Batch, it generates all the business data required for Schedule Optimization Metrics.

4. Metric Data Generation— You can generate these metrics on demand for the latest job executed by the Schedule Optimization engine. You can also select one or more jobs to generate metrics for the specific job(s) you need. The metrics are generated considering the following configuration options:

a. Productive hours as identified by selected event types, in addition to service time which is considered by default.

b. Available hours within technician working hours as identified by selected event types. Additionally, you can purge the metric related data for the latest/selected job(s). The job execution or purge status and details are sent in the email notification.

5. Reporting— You can achieve this using the analytics options provided by the Salesforce platform. A bundle of reports and dashboard covering all the metrics is available out of the box. It is not installed by default, and can be deployed in your org separately. To get this bundle, contact your ServiceMax Account Executive. You can then edit / clone these reports, to suit your business requirements. You can also create your own reports and dashboards to suit your business needs.