Table 9. Service Analysis Charts
Chart
|
Analysis
|
Aging Analysis by Product
|
The duration of a service request as a function of product.
|
Aging Analysis by Product Area
|
The duration of a service request as a function of field service product area.
|
Aging Analysis by Severity
|
The duration of a service request as a function of severity.
|
Aging Analysis by Status
|
The duration of a service request as a function of status (Open, Assigned, Pending, and so on).
|
Priority Analysis by Owner
|
The priority of service requests assigned to each field service engineer.
|
Status Analysis by Owner
|
The status of service requests assigned to each field service engineer.
|
Closed Service Requests by Owner
|
The history of closed service requests assigned to each field service engineer.
|
Closed Service Requests by Product
|
The history of closed service requests for each product.
|
Customer Analysis
|
The number of service requests for each customer account.
|
New Service Requests
|
The number of new service requests per calendar period.
|
New Service Requests by Owner
|
The number of new service requests assigned to a field service engineer per calendar period or per product.
|
New Service Requests by Product
|
The number of new service requests for each product per calendar period.
|
Product Analysis
|
The number of new service requests for each product.
|
Product Version Analysis
|
The number of new service requests for each version of a product.
|
Severity and Priority Analysis
|
Two graphs:
- The number of service requests as a function of severity.
- The number of service requests as a function of priority.
|
Status and Area Analysis
|
Two graphs:
- The number of service requests as a function of status.
- The number of service requests as a function of field service product area.
|
Symptom and Resolution Analysis
|
Two graphs:
- The number of service requests as a function of symptom.
- The number of service requests as a function of resolution.
|
Trend Analysis by Product
|
The number of service requests for each product as a function of calendar period.
|
Aging Analysis by Priority
|
The duration of a service request as a function of priority.
|
Trend Analysis by Product Area
|
The number of service requests for each field service product as a function of calendar period.
|
Trend Analysis by Severity
|
The number of service requests for each severity level as a function of calendar period.
|
Trend Analysis by Source
|
The number of service requests logged in by a given route (email, phone, and so on) as a function of calendar period.
|
Trend Analysis by Status
|
The number of service requests with a given status as a function of calendar period.
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