Table 4. Descriptions of Agent Charts for Service Requests
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Aging Analysis by Priority |
The duration of a service request as a function of priority. |
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 for each calendar period. |
New Service Requests by Owner |
The number of new service requests assigned to a field service engineer for each calendar period or for each product. |
New Service Requests by Product |
The number of new service requests for each product for each 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 |
This chart contains the following graphs:
- The number of service requests as a function of severity.
- The number of service requests as a function of priority.
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Status and Area Analysis |
This chart contains the following graphs:
- The number of service requests as a function of status.
- The number of service requests as a function of field service product area.
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Symptom and Resolution Analysis |
This chart contains the following graphs:
- The number of service requests as a function of symptom.
- The number of service requests as a function of resolution.
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Trend Analysis by Product |
The number of service requests for each product as a function of calendar period. |
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 route (email, phone, and so on) as a function of calendar period. |
Trend Analysis by Status |
The number of service requests with a status as a function of calendar period. |