Understanding PeopleSoft Integrated FieldService Interactive ReportsThis chapter provides an overview of PeopleSoft Integrated FieldService interactive reports and discusses how to:
Set up PeopleSoft Integrated FieldService Interactive reports.
Run PeopleSoft Integrated FieldService Interactive reports.
Understanding PeopleSoft Integrated FieldService Interactive ReportsPeopleSoft CRM delivers these tools to help you manage your field service organization more effectively:
Reports
Interactive reports
These tools offer important information about your business process performance, which assists you in managing and tuning your business processes.
PeopleSoft Integrated FieldService delivers four Crystal reports that are run using PeopleSoft Process Scheduler. These reports provide information on expenses, average time spent on service orders, and completed service orders within a predefined time period.
Interactive Reports
PeopleSoft Integrated FieldService interactive reports, which are dynamic and interactive analytic reports, are an implementation of PeopleTools Analytic Calculation Engine (ACE). Interactive reports enable the viewer to move data elements around on a report and to view the report data using different dimensions. Viewing reports using different dimensions enables the viewer to gather valuable information about your service business.
Interactive reports also enable the viewer to perform “what-if” scenarios. “What if” capability is available in the Utilization Rate interactive report delivered with PeopleSoft Integrated FieldService. The user can modify the value of certain inputs of this report to represent a hypothetical situation. For example, modifying the hourly rate charged by a provider group to reflect a lower cost results in a corresponding decrease in the expense of unused value. By analyzing hypothetical situations, the user can make informed decisions about resource allocation.
PeopleSoft Integrated FieldService delivers three interactive reports:
Service Order Aging Analysis
Utilization Rate Analysis
FieldService Dashboard
See Also
PeopleSoft Enterprise Components for CRM 9 PeopleBook, “Using Interactive Reports”
Setting Up PeopleSoft Integrated FieldService Interactive Reports
To set up interactive reports for PeopleSoft Integrated FieldService, use the Date Configuration (RF_DATE_CONFIG) and Utility Setup (RF_UTIL_SETUP) components.
This section discusses how to:
Configure the Service Order Aging interactive report.
Configure the Utilization Rate interactive report.
Note. You do not need to set up the FieldService Dashboard
interactive report.
Pages Used to Set Up PeopleSoft Integrated FieldService Interactive Reports
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Page Name |
Object Name |
Navigation |
Usage |
|
Set Up CRM, Product Related, FieldService, Service Order Aging Report, Service Order Aging Date Configuration Options |
Configure the Service Order Aging interactive report. For each PeopleSoft Integrated FieldService business unit, define day ranges in which open service orders are categorized per business unit. |
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Set Up CRM, Product Related, FieldService, Utilization Rate Report, Utilization Rate Setup Options |
Define configuration options, such as the period for day range validation, utilization goal, and cost category definitions for the Utilization Rate interactive report. |
Configuring the Service Order Aging Interactive ReportAccess the Service Order Aging Date Configuration Options page.
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SeqNum (sequence number) |
Displays the order in which the day ranges appear on the interactive report as horizontal axis headings. |
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From Day |
Enter the start number for the day range. For example, enter 0 for a 0-4 day range. |
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To Day |
Enter the end number for the day range. For example, enter 4 for a 0-4 day range. |
|
Day Range |
Enter the day range description. |
Configuring the Utilization Rate Interactive ReportAccess the Utilization Rate Setup Options page.
Period for Range Validation
|
Valid Range |
Enter the maximum duration (in days, weeks, months, or years) that a day range can be specified for the analysis. When you specify the start and end dates on the Utilization Rate page to run the interactive report, the system validates the dates with this period value to ensure that the duration of the day range does not go beyond the duration specified here. For example, you have set the period for range validation to three weeks. When you enter the start and end dates for the Utilization Rate interactive report, the system displays an error if the defined date range lasts more than three weeks. |
Utilization Goal Definition
|
Enter the number, in percentage, that represents how much of an hour technicians are expected to spend on work. The system populates this value on the Utilization Rate page. You can, however, override it. |
Cost Category Definition
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Cost Category |
Select the code of the cost category used to account for the labor time of members in the provider group by setID. Cost category codes are defined on the Cost Categories page. |
Running PeopleSoft Integrated FieldService Interactive ReportsThis section discusses how to:
Work with the Service Order Aging interactive report.
Work with the Utilization Rate interactive report.
Work with the FieldService Dashboard interactive report.
Pages Used to Run PeopleSoft Integrated FieldService Interactive Reports
|
Page Name |
Object Name |
Navigation |
Usage |
|
FieldService, Interactive Reports, Service Order Aging, Existing Run Control |
Select an existing run control ID on the Existing Run Control page to run the Service Order Aging interactive report. You can also update any existing run control profiles, such as selecting a different business unit or customer before running the interactive report. Go to the Add New Run Control page (RF_SO_AGE_ADD) to add new run control profiles. |
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FieldService, Interactive Reports, Utilization Rate, Existing Run Control |
Select an existing run control ID on the Existing Run Control page to run the Utilization Rate interactive report. You can also update any existing run control profiles, such as entering a different start or end date, utilization goal, or different provider group before running the interactive report. Go to the Add New Run Control page (RF_UTIL_CONFIG_ADD) to add new run control profiles. |
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FieldService, Interactive Reports, Service Order Summary, Existing Run Control |
Select an existing run control ID on the Existing Run Control page to run the Service Order Summary interactive report. You can also update any existing run control profiles, such as selecting a different provider group or customer before running the interactive report. Go to the Add New Run Control page (RF_MGMT_DASHBD_ADD) to add new run control profiles. |
Working with the Service Order Aging Interactive Report
This section discusses:
The usage of the Service Order Aging interactive report.
Available parameters to run the interactive report.
Available dimensions within the interactive report.
Usage
The Service Order Aging Analysis interactive report shows, within the selected business unit, the age (in days) of all open service orders. The report provides field service managers, dispatchers, and other interested parties a summary of how long those service orders have remained opened since they were created. You can look at this report by customer or by product. The age of a service order is the result of the current system date minus the service order creation date.
You can set up day ranges under which service orders are categorized depending on their ages. Day ranges are used as the horizontal axis headings of the interactive report.
When you first run the interactive report on the Service Order Aging page, the system displays the Summary of Service Order report in the column chart view by default. Switch to the Summary of Service Order Aging report to view the report in the table view.
Access the Service Order Aging page. You can refine the result of the Service Order Aging Analysis interactive report using the these parameters in the run control page:
Unit
The Service Order Aging Analysis interactive report is business-unit based.
Customer
View open service orders for all or only a particular customer in the business unit.
Use these dimensions to rearrange data on the Service Order Aging Analysis interactive report:
Customer
Product
Date range
Working with the Utilization Rate Interactive ReportThis section discusses:
The usage of the Utilization Rate interactive report.
Available parameters to run the interactive report.
Available dimensions within the interactive report.
Usage
The Technician Utilization Rate Analysis interactive report calculates and displays the percentage of available working time that a provider group or its group members spent on servicing customers in a given period. This report enables field service managers to see how much time technicians spent on site handling customer service requests.
Based on inputs like provider group hourly rates, available working time, actual working time, and user-defined utilization goal, the report analyzes the amount of resources (in the currency value defined for the provider group cost category) wasted or needed within the selected time period in the operation.
To gather more information on what must be done to optimize the business, the manager can run what-if scenarios on the report by varying input values in a test case scenario.
For example, if the manager notices a significant amount of unused value in one of its provider groups, the manager can adjust values in the test case scenario (such as the utilization goal, provider group hourly rates, and technician working hours), examine the impact of these changes, and then decide where to adjust to yield the best business performance and revenue.
When you run the interactive report on the Utilization Rate page, the system automatically displays the Summary Utilization View report in the table view. Use the Utilization Rate View report to view the utilization rate of all members in the selected provider groups in line chart view. Use the Utilization % at Provider Group Level report to view the utilization rates among provider groups in column chart view.
Access the Utilization Rate page. You can refine the result of the Technician Utilization Rate Analysis interactive report using the these parameters in the run control page:
Start and end dates
Specify the start and end dates for the interactive report and make sure the defined duration does not exceed that specified in the Valid Range field. The value of both dates can be a past, current, or future date.
Utilization goal
This value appears by default from the Utilization Rate Setup Options page. You can, however, override it before running the interactive report.
Provider group
Run the interactive report for selected provider groups or for all provider groups.
Use these dimensions to rearrange data on the Technician Utilization Rate Analysis interactive report:
Provider group
Technician
Scenario
Select Base Case to analyze actual data. Select Test Case to analyze a “what-if” scenario.
These data cubes are available in the interactive report:
Hours available for technician
The total amount of technician working hours within the period defined for the report. Technician working hours are specified using the Worker component.
Hours on-site
Compiled from all of the time logs created for the technician within the period defined for the report.
Utilization % (utilization percentage)
Hours on site divided by hours available for a technician.
Utilization rate by group
The average utilization rate of all members in the group.
Universal utilization goal
The utilization goal defined on the Utilization Rate page.
Goal hours
The utilization goal times the hours available for a technician.
Variance
The difference between goal hours and hours on site.
Currency CD (currency code)
The currency code.
Rate
The hourly rate of the provider group, which applies to its group member.
Unused value
Variance times the hourly rate for the provider group. The hourly rate for the provider group is also used for its group members. This rate is defined using the Provider Groups component.
Working with the Service Order Summary Interactive ReportThis section discusses:
The usage of the Service Order Summary interactive report.
The available parameters to run the interactive report.
The available dimensions within the interactive report.
Usage
The Service Order Summary interactive report offers a representation of all open service order activities (these activities are associated with open service orders) that are assigned to all or selected provider groups or customers on the day the report is run. Also available in the report are the total number of service order activities with a priority of urgent, as well as service orders that have missed commitments.
When you run the interactive report, the system automatically displays the report in the table view. This report provides a complete view of the analysis, which includes statistics on different service order activity statuses, urgent service order activities, and missed commitments. There are other views in the report that enable you to view specific data. Use the Urgent and Missed report to view statistics on urgent service order activities and missed commitments. Use the Status Comparison report to view the number of service order activities in each of these open activity statuses: accepted, hold customer, hold parts, and on site.
Access the FieldService Dashboard page. You can refine the result of the Management Dashboard Analysis interactive report using these parameters in the run control page:
Provider group
Customer
Use these dimensions to rearrange data on the Management Dashboard Analysis interactive report:
Provider group
Technician
Customer
Business unit
These data cubes are available in the interactive report:
Open service orders
Includes all service orders that are currently opened.
Open service order activities.
Includes all open service order activities (those not in the statuses of closed, completed, or canceled).
Accepted service order activities
Includes all service order activities in the accepted status.
Hold customer service order activities
Includes all service order activities in the hold customer status.
Hold parts service order activities
Includes all service order activities in the hold parts status.
On site service order activities
Includes all service order activities in the on site status.
Urgent service order activities
Includes all open service order activities with a priority of urgent.
Missed commitment
Includes all service order activities (which are not in the canceled status) that were unable to respond to customers or restore product functionality by the required response or restore time specified by the entitlement.
A service order activity misses a response commitment if the least logged start date and time of the timelog exceeds the customer preferred or committed start date and time. Similarly, a service order activity misses a restore commitment if the maximum of the logged end date and time in the timelog exceeds the customer preferred or committed date and time. If a technician is unable to meet both the response and restore commitments in a service order activity, it is considered a single missed commitment incident and is reported under the name of the line's lead technician.