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ID258 - QBR - Detail Stats Tab

Link to Customer Review - DetailStats - EquipmentLeaseDetail - ServiceDetails - SurveyResponses

Sample:

 

Of all machines meeting your filter requirements, here is explanation of the above graphs:

First Call Effectiveness:

Shows % fixed on first call and % NOT fixed on first call (i.e. 54.55% in sample)

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).

The sample above shows "call received until call completed was 95.15" which indicates of the total 14148.00 hours available, 95.15 hours equipment was awaiting service completion.

Net Promoter Score:

This is the average NPS score this customer has given you. Results are from submitted surveys for period matching filter settings.

First Call Avg Resolution Time:

Average time from open to close time for Corrective Maintenance (only) service calls. (This may be different from first page Average Resolution Time as that could include other service call types category codes.)

Rescheduled Calls Average TTR Time (Total Time to Repair):

Of all qualifying reschedule calls, this shows the average time to repair. (Includes response time and the time call put on hold, i.e. for parts, time, etc. as this is effective time to repair. Business hours metric used by considering your service hours set in eAuto) 

 

Clicks [by invoice date]: shows clicks produced based on contract invoice date

Clicks [allocated in arrears to coverage period(s): shows clicks produced based on actual time clicks were produced (i.e. invoice issued on 15th of month, clicks always in arrears, so actual clicks produced may be 5th - 5th of each month) 

Billed Meter Sources: Shows you what percentage of meters were automatically collected vs. another source (i.e. phone, fax, email). Use VariableW and VariableZ to indicate these. Sales may want to have a conversation about areas where collecting meters is an issue.

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Call Priority: This is based on Call Priority set via Call Type (High/Medium/Low) on service call

Yellow/Orange bar shows qty of calls for that call priority type

Gray bar is the average response time for that call priority type

 

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BillTo AR Statistics: This will always be limited to last 3 months regardless of your filter entry for 'Months of History' to report on.  This was done intentionally as only recent activity relevant. However the detail invoice listing (shown below) is based on your 'Months of History' filter setting.

 

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Detail Historical Invoice Listing: Since this report is based on Parent BillTo, invoice history shown based on Invoice Record not BillTo on Contract Record (so an pass through contract invoice to leasing company will not show in invoice listing).

 

Caller Details: shows you of the drill down detail of who placed which service calls (based on totals shown on page 1 total incidents). Intended to help you identify possible repeat caller who is calling too quickly or needs help troubleshooting/training.

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