Follow

ID258 - QBR - Service Details (Worksheet8)

This worksheet provides service details for reporting period by machine

******************************************************************************

Definitions:

Response Hours: Time from when call opened to when tech set "arrived' as status - Includes ALL Call Types and Rescheduled Calls

(Response Hours on Worksheet1 of this report is also a Response Time shown, but this is based strictly on call types matching your Variable3 subscription setting.) 

CMResponse Hours: Is strictly Corrective Maintenance calls and excludes rescheduled calls

CMResponse Hours at time of page is average for ALL calls

CMResponse Hours shown at equipment level is just for that service call

Repair Hours: total time on site 

Resolution Hours: Includes ALL Call Types and Rescheduled Calls

 

**Please note, if you are missing service activity . . . this report requires service calls be linked to the Contract Number. If not linked, that service call will not populate as the report is based on Contract Details. Additionally, the report does not include any calls with a call type category of "Shop Call"**

Service_Details_1.PNG

 

Service_Details_2.PNG

 

SLA (Service Level Agreement) Code:

per eAuto:

SLA_Code.PNG

The Report considers SLA Code from these three places in eAuto (not from Customer Record)

Contract Record Level:

Contract_Record.png

Contract Equipment Detail Level:

Contract_Equipment_Detail.png

Equipment Record Level:

Equipment_Record.png

Hierarchy for consideration if different SLA codes exist at varying levels: 1st = Contract Record, if blank then 2nd = Contract Equipment Detail, if blank then 3rd =  Equipment Record.

Any changes to SLA codes take effect immediately and will change retroactively.

 

*******************************************************************

Please use the links below to see detailed level explanation for each worksheet within the QBR:

Customer Review (Worksheet1)

Equipment Excessive Calls (Worksheet2)

Current Equipment Details (Worksheet3)

Detail Stats Chart (Worksheet4)

Detail Stats (Worksheet5)

Equip Details (Worksheet6)

Lease Details (Worksheet7)

Service Details (Worksheet8)

Survey Responses (Worksheet9)

Worksheets.png

 

 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.
Powered by Zendesk