Account

Metric object > Account

Value of Account lookup field in the metric object record.

Calculation Method

Metric object > Calculation Method

Hardwired value saved in the source metric record.

Configuration Name

Metric object > Configuration Name

This is an internal reference to the specific metric definition record, which identifies it distinctly amongst the multiple definitions possible for a given metric. For Average Response Time metric, the name of the response (Initial Response Time, Onsite Response Time, Restoration Time, or Resolution Time) is appended to the internal reference, to enable filtering for specific response type records.

End Date

Last date of the applicable month

Month is based on the key date field in the source metric record, as listed below:

First Time Fix: Fixed On Mean Time To Repair: Service Delivered On – Date

Contract Up Time: End Date Attach Rate: Processed On Mean Time To Complete: Service Delivered On Average Response Time: Service Delivered On Repeat Visit: First Incident On.

Metrics Description

Description defined for the metric in SPM Setup screen

Metric Value

Average value calculated for the metric

Calculated as follows: Sum of Value/Valid Count / Total Record Count

It can be a percentage (e.g. for First Time Fix and Contract Up Time) or a number (Mean Time To Repair minutes and Mean Time To Complete minutes), and the unit of this value is stored in the Unit field.

Start Date

First date of the applicable month

Month is based on the key date field in the source metric record, as listed below:

First Time Fix: Fixed On

Mean Time To Repair: Service

Delivered On – Date

Contract Up Time: Start Date

Attach Rate: Processed On

Mean Time To Complete: Service Delivered On

Average Response Time: Service Delivered On

Repeat Visit: First Incident On

Sum of Value/Valid Count

Summation of metric field values, or Count of valid metric records processed

The value depends on the metric, as given below:

First Time Fix: Count of processed records that have Is Fixed First Time? set to True.

Mean Time To Repair: Sum of Labor Time – Sum of Dead Time (minutes)

Contract Up Time: Sum of Guaranteed Up Time – Sum of associated Total Down Time (minutes).

Attach Rate: Count of processed records that have Covered By set to Contract, Warranty, or Warranty and Contract.

Mean Time To Complete: Sum of Completion Time (minutes) Average Response Time: Sum of actual time (minutes) for the type of response (initial, onsite, restoration, or resolution)

Repeat Visit: Count of processed records that have Repeat Visit? set to True.

Total Record Count

Count of the qualifying source records processed

Unit

Minutes or Percent

The unit associated with the Metric Value.