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Account Service Detail Report

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The report summarizes all the service-related information pertaining to the account. It contains information about currently open service requests, customer satisfaction, and the historical service request resolution for the account.

Here, the specialized graphical components and the related sections (including the data collection section) in Account Service Detail report are described. Except for specialized graphical elements and the related data collection sections, the contents of all Smart Reports are very similar and therefore are not described in remaining reports.

Order Of Merit

The Order Of Merit graphic is determined in the Finish method of the ssOrderOfMeritHeader1 frame according to the following logic. Add values according to Table 10.

Table 10.  Thermometer Variables for Order of Merit Graphic

Thermometer Variable	Value If Above Target (Trigger)
Customer Satisfaction	3
Open Service Request	2
Revenue	1

If the result is greater than 4, then the arrow direction is up. If the result is 3 or 4, then the arrow direction is facing right (push). Otherwise, the arrow direction is down.

Data Collection And Calculation

All service requests for an Account are collected and stored in memory lists in the rptAllServiceRequests report section. Open Service Requests are stored in a separate list for use in the ensuing detail sections. Closure times for closed service requests are divided up into an array of lists that will be used in the rptClosureTimesBySeverity section to feed the line graphs, traffic lights, and calculated summary data.

As the arrays are populated, totals and counts are maintained to facilitate calculation of averages and standard deviations. High and low closure times are also stored for each severity, as determined by the Status field of the Service Request data row.

Dashboard

The thermometers in this dashboard function are like other Smart Report thermometers. They are, however, different in that they reside as frames within a single frame instead of in separate flows belonging to a subpage in a parallel section. The Start method of each thermometer sets the data, trigger, maximum, and minimum variables from report-level variables calculated or collected earlier in the report.

Revenue Thermometer

Table 11 reflects the variables for use with the Revenue Thermometer.

Table 11.  Variables for the Revenue Thermometer

Thermometer	Report-level Variable	Calculation Point	Comment
MaximumValue	revenueHigh	dsRevenueLOV	Collected once per report.
MinimumValue	revenueLow	dsRevenueLOV	Collected once per report.
TriggerDataValue	revenueAverage	dsRevenueLOV	Collected once per report.
DataValue	totalRevenue	sifAllOpportunities	The sum of the revenues for all opportunities associated with this account.

Open Service Request Thermometer

Table 12 reflects the variables for use with the Open Service Request Thermometer.

Table 12.  Variables for the Open Service Request Thermometer

Thermometer Variable	Report-Level Variable	Calculation Point	Comment
MaximumValue	NA	Local	TriggerDataValue * 1.5.
MinimumValue	NA	Local	Fixed at zero.
TriggerDataValue	avgOpenSRs	dsTargetOpenSRsLOV	Collected once per report.
DataValue	countOpenSRs	sifAllServiceRequests	The count of open service requests for this account.

Customer Satisfaction Thermometer

Table 13 reflects the variables for use with the Customer Satisfaction Thermometer.

Table 13.  Variables for the Customer Satisfaction Thermometer

Thermometer Variable	Report-level Variable	Calculation Point	Comment
MaximumValue	CustomersatisfactionHigh	ssList_Of_ValuesQuery1	Collected once per report.
MinimumVales	CustomerSatisfactionLow	ssList_Of_ValuesQuery1	Collected once per report.
TriggerDataValue	CustomerSatisfactionTarget	ssList_Of_ValuesQuery1	Collected once per report.
DataValue	TotalSatisfactionScore, countSurveys	local	The ratio of the total satisfaction score to the number of surveys.

rptAllServiceRequests

The method overrides of the sifAllServiceRequests (single input filter class) perform list storage, array storage, and calculations. Table 14 shows the methods that can be overridden for sifAllServiceRequests.

Table 14.  Methods Overrides for sifAllServiceRequests

Method	Scope	Comment
Fetch	sisAllServiceRequests	Stores a list of data rows for open service requests. Calculates the closure time for closed service requests and stores them in an array of lists, one list for each severity. Accumulates total closure time and a count for each severity. Tracks high and low closure time for each severity and stores them in arrays.
Finish	sifAllServiceRequests	Calculates average closure time and standard deviation for each severity and stores the values in arrays.

Closure Time Summary Data Display

The following section describes the Closure Time Summary Data display.

rptClosureTimesAllSeverities

This is an outer report section that produces one blank data row for each Service Request Severity. This makes possible the reuse of rptClosureTimesBySeverity report section for a variable number of severities. Table 15 shows the relevant variables for rptClosureTimesAllSeverities.

Table 15.  Relevant Variables for rptClosureTimesAllSeverities

Variable Name	Scope	Type	Storage	Visibility	Comment
MaxSeverity	AccountServiceDetail	Integer	Static	Public	Total number of possible service request severities.
currentSeverity	AccountServiceDetail	Integer	Static	Public	Used by the inner report section.

The Fetch method overrides to result in subreport executing once for each severity. Table 16 shows the scope for this method.

Table 16.  Fetch Method Override

Method	Scope	Comment
Fetch	dsOneBlankRowPerSeverity	Produces one blank row per service request severity.

rptClosureTimesBySeverity

This is an inner report section that produces identically formatted closure time summary information for each service request severity. Service request data was collected earlier and stored in an array of lists. The data list used for an instance of this report section is specified by the currentSeverity variable. The components in this report section are described below.

dsGatherOneList. The code in dsGatherOneList class sorts the list by resolution time so that the medium closure time can be determined. The rows are then pulled from the list in correct sort order and passed to sifClosureTimes class. Table 17 explains how the Start and Fetch methods affects each class.

Table 17.  Methods for dsGatherOneList

Method	Scope	Comment
Start	dsGatherOneList	Sorts the list of service requests by resolution time.
Fetch	dsGatherOneList	Pulls the service request data rows from the list in proper sort order.
Start	sifClosureTimes	Establishes graph horizontal boundaries as plus or minus 2 standard deviations from the mean. Establishes the median position in the data list.
Fetch	sifClosureTimes	Produces a data row for each of a predetermined number of buckets that correspond to a time increment. The time increments are represented by the x-axis of the graph. The count of service requests with closure times falling within the time increment is represented on the y-axis.

Before frame. Code in the Before frame produces and positions the graph target closure time marker. Table 18 reflects the method that needs changing to produce the closure time marker.

Table 18.  Method to Produce the Closure Time Marker

Method	Scope	Comment
Finish	ssFrmP1	Dynamically produces the visual line element representing the closure time goal.

Summary data values. Summary data values are calculated in code. Table 19 reflects the method to use to calculate the summary data values.

Table 19.  Methods for Calculating Summary Data Values

Method	Scope	Comment
Finish	txtSeverityLabel	From currentSeverity variable.
Finish	txtGoal	From targetResolutionTime array.
Finish	txtMedian	From medianResolutionTime array.
Finish	txtHigh	From highResolutionTime array.
Finish	txtLow	From lowResolutionTime array.
Finish	txtMean	From meanResolutionTime array.
Finish	tstStdDeviation	FromstdDevResolution Time array.
Finish	txtTotal	From countClosedSRs array.

Traffic lights. Traffic lights are resized, repositioned, and colored in code. Table 20 shows how code is used in methods to change Traffic lights.

Table 20.  Methods Used for Traffic Lights

Method	Scope	Comment
Finish	dotTop	Green light. Mean closure time is faster than the target.
Finish	dotMiddle	Yellow light. Mean closure time is slower than the target, but not by more than one standard deviation.
FInish	dotBottom	Red light. Mean closure tine is slower than target by more than one standard deviation.

Closure time. Closure time graph y-axis labels are customized in code. Table 21 shows the method to use to produce better performance for the Closure Time class.

Table 21.  Method Used for Closure Time

Method	Scope	Comment
CustomYLabels	ssSummaryGraph1	Produces improved graph performance over a wide range of sample sizes.

sifClosureTimes. Code in the sifClosureTimes class initializes the graph boundaries, establishes the sorted list position of the median closure time and counts service requests for each time increment, or bucket. One data row represents each bucket on the graph. Table 22 shows the variables for use with this class.

Table 22.  Variables for Use With sifClosureTimes Class

Variable Name	Scope	Type	Storage	Visibility	Comment
graphMax	sifClosureTimes	Double	Static	Public	Closure time for right edge of graph.
graphMin	sifClosureTimes	Double	Static	Public	Closure time for left edge of graph.
meanResolutionTime()	AccountServiceDetail	Double	Static	Public	Array populated in sifAllServiceRequests.
stdDevResolutionTime()	AccountServiceDetail	Double	Static	Public	Array populated in sifAllServiceRequests.
targetResolutionTime()	AccountServiceDetail	Double	Static	Public	Set from LOV for each severity.
targResTimeUnits()	AccountServiceDetail	Double	Static	Public	Used to scale summary data to hours, days, or weeks.
targResTimeGraphPercent	AccountServiceDetail	Double	Static	Public	Scales position of target indicator.
currentSeverity	AccountServiceDetail	Integer	Static	Public	Set by outer report section. Used as an index into all arrays sized to MaxSeverities.
maxBuckets	sifClosureTimes	Integer	Static	Public	Determines horizontal resolution of graphs.
bucketIncrement	sifClosureTimes	Double	Static	Public	Width in minutes of closure time bucket.
ResolutionTimeList()	sifLCsureTimes	AcList	Static	Public	Array of data lists populated in sifAllServiceRequests.
countClosedSRs()	AccountServiceDetail	Integer	Static	Public	Array populated in sifAllServiceRequests.

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