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Account Service Detail Report
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 18.
Table 18. Thermometer Variables for Order of Merit Graphic Thermometer Variable Value If Above Target (Trigger) Customer Satisfaction 3 Open Service Request 2 Revenue 1If 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 19 reflects the variables for use with the Revenue Thermometer.
Open Service Request Thermometer
Table 20 reflects the variables for use with the Open Service Request Thermometer.
Customer Satisfaction Thermometer
Table 21 reflects the variables for use with the Customer Satisfaction Thermometer.
rptAllServiceRequests
The method overrides of the sifAllServiceRequests (single input filter class) perform list storage, array storage, and calculations. Table 22 shows the methods that can be overridden for sifAllServiceRequests.
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 23 shows the relevant variables for rptClosureTimesAllSeverities.
The Fetch method overrides to result in subreport executing once for each severity. Table 24 shows the scope for this method.
Table 24. 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 25 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 26 reflects the method that needs changing to produce the closure time marker.
Table 26. 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 27 reflects the method to use to calculate the summary data values.
Traffic lights. Traffic lights are resized, repositioned, and colored in code. Table 28 shows how code is used in methods to change Traffic lights.
Closure time. Closure time graph y-axis labels are customized in code. Table 29 shows the method to use to produce better performance for the Closure Time class.
Table 29. 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 30 shows the variables for use with this class.
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Siebel Reports Administration Guide Published: 18 July 2003 |