High-level Work Flow
This section provides a high-level overview of the Repeat Visit metric calculation process. It helps you to understand the available configuration options and how they help to qualify the records for the metric calculation.
The Repeat Visit metric is calculated based on the attributes of Work Order object:
1. The first and foremost step is deciding at which level you want to calculate the metrics. 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 metrics 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:
a. 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 SET008. The default value of SET008 is 60 days. You can update /edit the value of SET 008 as required.
b. Last Modified Date of the record (primary Work Order, case, service request) is greater than the last execution time of SPM Engine.
3. Define the inputs to be used in metrics calculation. Select one or more fields which you want to consider for Repeat Visit metric from the Select one or more fields to be considered for Repeat Visit list. You can select Account,Installed Product or / and Location from the list.
4. You need to choose Yes if you want the Primary Work Order reference to be taken into account to qualify a record as repeat visit. Choose No if you do not want to consider the Primary Work Order reference. If the Primary Work Order reference is Yes, then only the earliest Follow-up Work order will be considered Repeat Visit. For example, If Primary Work Order reference is Yes and Work Order 1 is the Primary Work Order for Work Order 2 and Work Order 3, only Work Order 2 is considered as a repeat visit (for Work Order 1). If Work Order reference is No, then, work Work Order 2 is considered as a follow up Work Order (for Work Order 1), and Work Order 3 is considered as a follow up Work Order for Work Order 2 and Work Order 3 does not have a follow-up Work Order. Note that If multiple Work Orders are available for a Case or Service Request, then it is regarded as a non repeat visit.
5. Select the Repeat Visit time frame within which the subsequent visit should happen for it to consider as a repeat visit. Choose 7, 14 or 30 days.
6. Use the Additional field to be considered for Repeat Visit list to choose any other custom / standard field which you want to consider for qualifying a Work Order as repeat visit.
7. Use the object mapping section to define the object mapping for this metric. You need to select the source for Account, Location Source for Service Delivered On Field, Technician fields. Select the source for Installed Product field, you can do the Installed Product matching based on the value of the Work Order's component field.
8. Use the criteria tab to select the expression to qualify the Work Orders for metrics calculation.
9. Select the second expression to identify recalled Work Orders.
All the work-orders qualifying the primary criteria are loaded and they are processed in a batch. Records are loaded in the ascending order. The system checks whether the Work Orders' Account, Installed Product or / and Location fields match the given criteria. If the criteria matche, then the system checks for primary Work Order reference criteria (if set to true) and the Repeat Visit time-frame configuration. The system marks the work-order that meet the conditions as repeat visit and update the subsequent Work-Order reference.
The Repeat Visit object lists all the records that qualify the consideration for calculating the metrics and each record will display whether it is Repeat Visit or not.
You can use Reports and Dashboards to visualize the Repeat Visit metric based on various categories.