High-level Work Flow
This section provides a high-level overview of the Average Response Time metric calculation process. It helps you to understand the available configuration options and how they help to qualify the records for the calculation of the metric.
The Average Response Time is calculated based on the Work Order object.
1. The first and foremost step is deciding at which level you want to calculate the metric. You need to select the top level issue object (Service Request, Case, Work Order) on the Business Process Config tab to decide whether you want to calculate the metric at the Service Request, Case or Work Order level.
2. The system determines the records belonging to which time-frame should be considered for metric calculation. The system picks up the records based on the following filters:
• Records which were created/modified within ‘n’ days prior to the SPM engine execution date for computing the metric, where 'n' is the value of global setting SET005. The default value of SET005 is 60 days. You can update /edit the value of SET005 as required.
• Last Modified Date (of primary work order, case, service request) is greater than the last execution time of SPM Engine.
3. Also make sure that the global setting Service Level Agreement >SLA Clock on Work Order SET 001 and SET003 is set to true. This is used to capture SLA commitment times recorded in SLA definitions.
4. Define the inputs to be used in metrics calculation. Select the source for Technician, Account, Product, Source for Service Delivered On fields. The system checks whether these fields contain values or blank. If the fields are blank, then those records are not considered for metric calculation.
5. Use the criteria tab to select the expression to qualify the Work Orders for metrics calculation. Select the SFM expression as required.
The Actual Initial Response Time (In Mins), Actual Onsite Response Time (In Mins), Actual Resolution Time (In Mins),and RestorationTime (InMins) are captured from the work order fields. The metric object lists these response time details.The SLA commitment times recorded in SLA definitions and the actual response times recorded in Work Orders are used to calculate if the responses were within SLA,and the number of minutes within /outside of SLA commitments by which workorders were serviced. The system calculates the Average Response Time as:% of visits within SLA = (Number of visits within SLA ÷Total number of visits) x100.
You can use the Reports and Dashboards to visualize the percentage of Average Response Time based on various categories.