Siebel Field Service Guide > Agreements and Entitlements > Process of Administering Entitlements >

Defining Metrics for Entitlement Templates

In the Metrics view, you can add performance requirements for an entitlement template. These metrics are usually associated with a service-level agreement within an agreement. The agreement often indicates the target metrics for response time and resolution time. The response and resolution times are frequently associated with the priority of the service request.

For example, the response time value sets the Date Committed field in the service request. This metric indicates that the service organization is committed to responding to issues by a certain date and time. You can use resolution time interchangeably with response time. However, the 2 metrics indicate different values to track. The service organization is committed to resolve the issue before the resolution time.

Another example of a metric that you can set is the escalation time. This metric sets the Agent Escalation Time field (in the Service Requests List of the Service screen). This metric indicates that if no action occurs for the service request by the escalation time, then an email is sent to a manager warning that the service department might not meet a key metric in a service-level agreement. Such violations of service agreements can have both financial and legal repercussions for a service department.

You can add more metrics for monitoring in the Service Metrics view of the Administration - Service screen.

NOTE:  Each requirement must be in a separate record.

This task is a step in Process of Administering Entitlements.

To define a metric for an entitlement template

1. Navigate to the Administration - Contracts screen, then the Entitlement Templates view.
2. Select an entitlement template record, and click the Metrics view tab.
3. Create a new metric record, and complete the fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   Value	Select the value of the metric.
   Units	Select the unit of measurement for the Value field. Values include Days, Hours, and Seconds. The Hours value does not support decimal places in the Value field. For example, you cannot select Hours in this field, and enter 0.25 in the Value field to specify 15 minutes. Instead, select Seconds in this field, and enter 900 in the Value field to specify 15 minutes. You can also add Minutes to the List of Values (LOV) for this field. For more information about adding a value to an LOV for a field, see Siebel Applications Administration Guide.