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ID674 - Customer Service History Overview & Sample SSRS Version

Detailed On Demand Report proving Service History

Overview | Samples | Variables | Alert Functionality | OnDemand Report Filters | Best Practices & Tips |  Related Alerts

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Overview

Overview

This report at the Equipment Level shows Service History for a given customer or contract across a given time frame. For each equipment there is a roll-up of service details (including total calls, volume, average response time and up/down hours) and some detail on each call within the period. With this tool you can show you customer exactly what they're getting in the way of service, and the roll-up numbers will show them exactly how good you are at it.

Run Schedule: None

Type of Output: On Demand SSRS Report

 

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Sample

Sample

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Variables

Variables

No Variables as only an On Demand SSRS Report

 

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Alert Functionality

Alert Functionality

Average Monthly Volume – this average is specific to your filters

If you filter by contract and equipment, then the average monthly volume is ONLY based on that contract. If you do NOT filter by contract, but DO filter by equipment, then the average monthly volume will be for the lifetime of the machine regardless of which contract(s) it has been a part of. If you filter by equipment, contract and time, then the average monthly volume will ONLY reflect average for that ID#, under that contract, during filtered time period.

Up Time is the percentage of business hours the machine was not down for (please see this link for discussions on use of uptime: EUG).  'Down' is calculated from call placement time to call completion time.  Only Corrective Maintenance calls are used to calculate uptime percentage.

Up Time is the working hours available less any holiday hours per year entered in eAuto (you must have service hours, holiday’s, etc. listed in Tools/List and Codes/Service Hours/Daily Hours Tab and Holiday Tab)

Down Hours is only calculated on Corrective Maintenance Category Call Types and is the total time from call open date/time to call close date/time.

Service Calls This Year / Last Year on report are based on calendar year 

 

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OnDemand Report Filters

OnDemand Report Filters

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Customer Name (Contains Filter): MUST enter Customer Name (at least part of name) can list more than one Customer or Location Name (separated by comma)

Equipment Number (Contains Filter): can list more than Equipment ID (separated by comma)

Display All Equipment: If running for specific Equip ID, then be sure to set as Yes. When not specifying Equipment, then select from No Options to limit:

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Group By: Equipment Location, Bill To Customer Location, Contract Number, OR Contract Type

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Contract Number (Contains Filter): can list more than Contract Number (separated by comma). **Contract MUST be Active in order to pull information to report.**

Show Call Details: Yes/No show all service call details

CM Calls Only: CM Type Calls set to YES will only show CM Types Call in Service Details, to see ALL service call details, set to NO.

Hide Up Time: Yes/No to show on report - Up time is for all calls unless filtering to only include CM calls for date period filter requested

Hide Response/Open Time: Yes/No to show on report - Response time is for all calls unless filtering to only include CM calls for date period filter requested (does NOT exclude reschedule calls - please use ID258 SSRS Customer Business Review Service Details Sheet for Response Times excluding rescheduled calls).

 

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Best Practices & Tips

Best Practices & Tips

-We made the customer name required to prevent the report running with a blank customer name and possibly pulling too much data/killing the report. However a work around is to just enter a blank space in Customer Name, enter the Equip Number and it will run fine.

-If you use the date filters in any combination, please note the report produced will only reflect the service history for that time period within the filters you have assigned.

 

 

 

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Related Alerts

Related Alerts

ID258 - Customer Business Review

ID873 - Call Summary to Help Desk

 

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