SRV08 — Contract SLA Compliance

Operational Reports > Service

Who would use this report?

Service Managers

What is in this report?

srv08Analysis of compliance to the customer service levelIn a hierarchy, a level indicates a group of common or related members. For example, in a Time level, members may include Year, Month, Day or Fiscal Year, Calendar Year, etc. agreements (SLA).

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 the compliance details for each service contract for a selected time period.

This is based on the functionality of the service critical codes that allow you to define the maximum time duration that you have:

• to send an engineer to site to work on a service call

• to complete a service call

You can then see how many service calls for a contract were compliant, how many were non-compliant, and the compliance percentage.

How do I use it?

Sort options:

• Group By and Secondary Group By — specify how you want the report to be grouped and subtotalled

• Rank and Comparison Value — specify whether you want to sortArrange elements of a list in a certain order. The most-used orders are numerical order and lexicographical order. the report by onsite or repair compliance values, and whether you want to show just top or bottom ranked data

  • Rank By — sort, in each group, in alphabetically ascending or descending order, or by the total amount ascending or descending

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 — specify whether to view the figures by day or week

• Filter on Rank — specify whether or not to filter the report by rank

  If you select Yes, specify the following:

  • Number to Rank — specify the number of top or bottom ranked values you want to display in the report

• Compliance Target % — specify the SLA compliance target percentage; values below this number will be shaded in purple

• Filter on Compliance Target % — specify whether or not to filter on the SLA compliance target percentage value

  If you select Yes, specify the following:

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

• Columns to Show — select additional columns to display

  You can select from Onsite Compliance and Repair Compliance columns, or both (you must select at least one).

• Date Type — select whether you want to see the report presented using the contract dates or the call dates, and then select the specific date to use in the drop down to the right

• Contract/Call Dates Selection — select the call or contract types to include

• Customer Search By — select the customer codes to include

• Contract Type — select the contract types to include

• Contract Status — select the contract status types to include

• Billing Cycle — select the billing cycles to include

• Contract Travel Zone — select the contract travel zones to include

What can I do in the report?

You can use Page Selection to view the report by summary or by time, or both.

You can change the ranking of the report, and also filter on different compliance target values.

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