Analytics > Service Performance Metrics > SPM Configuration for Administrators > Average Response Time (ART) > Configuration Setup > SPM Configuration
SPM Configuration
SPM configuration consists of one or more definitions for metric generation and one common schedule & notification for creating the metric data as per the definitions.
You can configure multiple definitions to cover different sets of source records.
Each definition for metric generation involves the following aspects for this metric:
• Active checkbox, to indicate if metric generation should happen as scheduled for this definition or not
• Description, to show the purpose of this metric definition
• Configurable parameters used for mandatory mapping / metric calculation:
Source Object
Attribute
Details
Work Order
Technician
Choose a Technician lookup field, to identify the technician who handled the work order.
Work Order
Account
Choose an Account lookup field, to identify the associated customer.
Work Order
Product
Choose a Product lookup field, to identify the product serviced using the work order.
Work Order
Service Delivered On
Choose a Date/Time field, to consider as the date-time at which the work order service was considered as delivered.
• Qualifying criteria and additional SFM mappings (mentioned in the previous section).
The schedule for metric generation can be Daily, Weekly, or Monthly.
Email ID needs to be specified for receiving success and failure notifications.
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