Settings Tab
You can define or edit the configuration for Technician Utilization metric in this tab. Use this configuration to determine the various components of the technician events to be included or excluded to calculate technicians’ productive hours and available hours for generating the Technician Utilization metrics.
Recipient email id for notifying the status and details regarding the metrics generation and purging is configurable.
You can manage the following in this tab:
• Productive Hours Computation: You can select one or more of the following to be considered as technicians’ productive hours:
Call*, Meeting*, Other*, Email*, External Work Order, and Drive Time.
The selected option(s) are all considered as productive hours of technicians, when calculating technician utilization % as (Productive Time / Available Time) X 100. Service Time component of Work Order events is considered as productive time by default, and hence is not listed as a selectable option.
External Work Order refers to events which are related to work orders whose Locked By DC is set to True.
The Drive Time comprises both Travel Time to Work order Location (Mins) and Travel Time Back to Home Base (Mins). In Dispatch Console these are shown as Drive Time Before and Drive Time After, respectively.
*These values are from event Type picklist field values. So, you can customize the list of values as per your business needs, by defining the required values for the Type picklist field in both Salesforce Event and ServiceMax Event objects.
Available Hours Computation: You can select one or more of the following to be considered as technicians’ Available hours:
Call*, Meeting*, Other*, Email*, and External Work Order.
*These values are from event Type picklist field values. So, you can customize the list of values as per your business needs, by defining the required values for the Type picklist field in both Salesforce Event and ServiceMax Event objects.
The selected option(s) are all considered as available time of technicians within the technicians’ Working Hours, when calculating technician utilization % as (Productive Time / Available Time) X 100. If an event type is not selected here, an event of that type in a technician’s calendar will be excluded from available time computation, thus resulting in higher utilization % computation. Each option selected in Productive Hours Computation picklist is automatically selected in this picklist.
Following examples illustrate this:
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Technician Working Hours: 9 AM to 5 PM (8 hours)
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Available Hours
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Technician Events
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Available Time Computed
No option selected
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No option selected
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Meeting – 1 hour
External Work Order – 2 hours
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8 – 3 = 5 hours
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Meeting
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Same as above
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8 – 2 = 6 hours
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Meeting, External Work Order
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Same as above
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8 – 0 = 8 hours
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Technician working hours for available hours computation are calculated as Working Hours – Break Hours, with the following Business Hours considered in the listed order:
• Technician > Working Hours, with Technician > Break Hours
• If Technician > Working Hours is blank, then Territory > Territory’s Business Hours, with Territory > Break Hours
• If Territory > Territory’s Business Hours is blank, Salesforce organization’s default business hours.
For example, if Break Hours are defined as 12 PM to 1 PM for the Working Hours mentioned above (9 AM to 5 PM), Available Time will be 8 – 1 = 7 Hours. Available Hours configuration is applied on top of 7 hours, instead of 8 hours.
• Send success notifications to this email address.
The status and details of the report generation or purge are notified to the recipient’s email id.