This worksheet is intended for your customer. Gives a quick snapshot of billing, machine availability, NPS Score, Key Services in place, Top Volume equipment:
Quick Link to Data Explanations:
(1) BlendedAvg Response Time
Based on completed call, this is the average blended response time for all on calls with call types matching the CallType Categories set on your Variable3 settings on your subscription (excludes rescheduled calls). **Please note the response time on Service Details (Worksheet4) will likely be different. Service Details 'response hours' column is based on ALL Call Types, not just those specified on Variable3 of your subscription.
CM Calls determined by Call Type Code assigned in eAuto:
SLA Code - more on where/how these are set in eAuto HERE
(2) Machine Availability:
Shows % of time machines were not awaiting service. This is the total number of service hours in period multiplied by the number of machines reporting (based on equip install date and/or contract start date). For example, if running the report for 3 months equates to 480 hours (40 hours per week, no holidays) and there are 5 machines reporting, then total service hours is 2,400 hours (480*5).
Includes ALL Call Types and Rescheduled Calls as is just a value based on ResolutionHours.
(3) Clicks by Invoice Date:
These are clicks billed based on month invoiced broken down by BLK and CLR clicks. *Note these are not clicks based on all meter history, we are just considering clicks billed for on actual invoices generated.
In order for our report to qualify clicks as BLK or Color, Meter Types MUST be defined per Meter Category in eAuto:
(4) Net Promoter Score:
Overall NPS score based on surveys submitted for period your filter settings cover. (The qty of surveys reflected and the NPS score is based only on survey answers to the NPS Question "How likely is it that you would recommend our company to a friend or colleague?"). More surveys may show on SurveyResponses tab as your customer may not have answered the NPS question.
(5) Last month billing accuracy - requires subscription to ID142. Based on all your invoices to determine accuracy based on the total number of invoices divided by negative dollar invoices (credits/voids).
(6) Key Services in Place - per ID789, shows existing Key Services your customer is utilizing in your organization
(7) Key Services Available - key services not in use by this customer
(8) Top 5 Machines:
Shows your Top 5 Machines for black and color clicks (based on WEIGHTED clicks BILLED). This is NOT actual clicks produced/billed. Please use 'Current Eqp Details' tab in workbook to see averages per eAuto.
**Please note, the average will NOT match your eAuto 3/6/12 mo average shown in eAuto.**
BW/CLR Clicks - Represents the device's WEIGHTED clicks BILLED over the period filter selected for the report. This is NOT necessarily actual clicks billed. eAuto calculates a device's weighted portion of clicks based on contract copy allowance for the meter type (i.e. BW/CLR).
For example, if the meter group for the contract has 10,000 covered copies, but the total billed clicks are UNDER that, the logic will proportionality distribute usage for each device in the meter group. The base allowance is apportioned based on how many clicks each machine in the group used.
The intention is provide your customer with an idea of which devices are using most of the clicks, so they know which devices they are paying the most for on the contract. It can be helpful in reviewing devices using up majority of the contract clicks, which can help determine potential upgrade or perhaps moving of equipment (switch with another more appropriate sized device).
AvgMonthly BW / CLR - Is average of the BW/CLR Clicks (column to left).
Formula is BWorCLR Clicks / number of months of your report period filter. **Please note, if you select period filter range of 11/01/19 - 4/30/20, that is 5-months for our report (we have this on our list to review in future). So be sure use period filter settings of same day of month (i.e. 11/01/19 - 5/01/20).
(9) Total Incidents - Reflects calls linked to contracts only. Shows calls by call type category code: CM=Corrective Maintenance, PM=Preventative Maintenance, PF=Phone Fix, CC-Courtesy Call, O=Other). Total CM Incidents may be higher than total calls in Avg Response Time as Avg Response Time does NOT include rescheduled calls.
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Use these links for detailed explanation and formulas used for each of the worksheets provided: