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Siebel Reports Administration Guide > Smart Reports > Designing a Smart Report > About the Account Service Detail Smart ReportThe report summarizes 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. In this repot, 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. About the Order Of Merit Graphic in a Smart ReportThe Order Of Merit graphic is determined in the Finish method of the ssOrderOfMeritHeader1 frame according to the following logic. Add values according to Table 13. 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. About Data Collection and Calculation in the Account Service Detail Smart ReportService 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. About the Dashboard Function in the Account Service Detail Smart ReportThe 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. About Revenue Thermometer in the Account Service Detail Smart ReportTable 14 reflects the variables for use with the Revenue Thermometer.
About the Open Service Request Thermometer in the Account Service Detail Smart ReportTable 15 reflects the variables for use with the Open Service Request Thermometer. About the Customer Satisfaction Thermometer in the Account Service Detail Smart ReportTable 16 reflects the variables for use with the Customer Satisfaction Thermometer.
About the rptAllServiceRequestsMethod in the Account Service Detail Smart ReportThe method overrides of the sifAllServiceRequests (single input filter class) perform list storage, array storage, and calculations. Table 17 shows the methods that can be overridden for sifAllServiceRequests. About the Closure Time Summary Data Display Section in the Account Service Detail Smart ReportThe following section describes the Closure Time Summary Data display. About the rptClosureTimesAllSeverities Section in the Account Service Detail Smart ReportThis 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 18 shows the relevant variables for rptClosureTimesAllSeverities. The Fetch method overrides to result in subreport executing once for each severity. Table 19 shows the scope for this method. About the rptClosureTimesBySeverity Section in the Account Service Detail Smart ReportThis 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 20 explains how the Start and Fetch methods affects each class. Before frame. Code in the Before frame produces and positions the graph target closure time marker. Table 21 reflects the method that needs changing to produce the closure time marker.
Summary data values. Summary data values are calculated in code. Table 22 reflects the method to use to calculate the summary data values. Traffic lights. Traffic lights are resized, repositioned, and colored in code. Table 23 shows how code is used in methods to change Traffic lights. Closure time. Closure time graph y-axis labels are customized in code. Table 24 shows the method to use to produce better performance for the Closure Time class.
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 25 shows the variables for use with this class. |
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