SRV06 — Service Engineer Productivity

Operational Reports > Service

Who would use this report?

Service Managers

What is in this report?

srv06Analysis of actual time versus billable time, and travel time versus billable travel time.

Using this reportA set of data deliberately laid out to communicate business information. Depending on the context, 'report' may refer to report specification or report output. Report (more precisely, report specification) is the generic term for the objects created or edited in Cognos Analytics. Pronto Xi Business Intelligence offers a suite of standard reports., you can view a summary of the productivity of each service engineer. You can compare the number of hours worked, the number of billable hours, and therefore the percentage of billable hours as a percentage of the total hours. This is available for both working hours and travel hours.

The report is based on the individual transaction details entered by the engineer. This remains true for service calls that are quoted and therefore can be misleading as the customer is not charged based on the number of billable hours.

How do I use it?

Sort options:

Sort By and Secondary Sort By — select sortArrange elements of a list in a certain order. The most-used orders are numerical order and lexicographical order. and groupingTo combine data into a single entity. options, as well as sub-totalling

FiltersSelectively remove data from view. include:

• Page Selection — viewA set of data connected to a cube, deliberately laid out to communicate business information. the report summary page or time page, or both

• Time Period Type — view by week or month

• Show Engineers with Zero Hours — select whether or not to include engineers with zero productive hours

• Productivity Target % — specify a productivity target percentage; productivity values below this number will be shaded in purple

• Filter on Productivity Target % — specify whether or not to filter the report on the productivity target percentage value.

  If you select Yes, specify the following:

  • Value to Compare to Target — specify whether to include the billable actual hours percentage, billable travel hours percentage, or the non-billable time percentage

  • Filter Type — specify whether you want to see the records that exceed, or are less than the productivity target value

• Layout includes — select the additional columns to include

• Date Type — select the date type to show from the engineer required, attended, and completed dates

• Engineer — select the engineers to include

• Engineer Service Centre — select the engineer service centres to include

• Call Service Centre — select the call service centres to include

• Call Type — select the call types to include

• Travel Zone — select the travel zones to include

• Response Type — select the response types to include

• Action Type — select the action types to include

• Resolution Type — select the resolution types to include

What can I do in the report?

You can sort and groupIn security, a list of users or other groups that can be used to assign access permissions and capabilities. Groups can be referenced from other authentication sources or can be local to Pronto Xi Business Intelligence. Local groups are managed from BI Administration. The list of groups that an authentication user is a member of is part of the user's passport for an Pronto Xi Business Intelligence session. In reporting, grouping is the action of organising common values of query item together and only displaying the value once. Headers and footers often appear after each instance of a common value in a grouped column the report using Rank and Comparison Value, Secondary Sort By, and change the report pages using Page Selection.

You can filter the report by value that are above or below the specified productivity target percentage, and the type of billable/non-billable hours to compare to the target percentage.

Right-click any of the drill-down links and select Open link in new tab to view the data in pxiPronto Xi.