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

Adding Metrics for Entitlements (End User)

You can record metrics (performance measurements) for an entitlement (for example, response time for a service call and customer satisfaction rating). The response time metric is required to calculate the Date Committed field in the Service Request view. Only this entitlement metric directly determines a level of service.

The calculation of the Date Committed field for a service request uses a response time according to the service request priority. Define a series of different response times and priorities so that the Date Committed field can change according to the service request priority. Add several metric records of the Response Time type. For each response time record, select a different priority value. Then enter values in the other fields that apply to the corresponding priority. For example, you might enter 1 hour for a 1-ASAP priority, 4 hours for a 2-High priority, and so on. Now, when the Date Committed field is calculated, the resulting time correlates to the service request priority.

This task is a step in Process of Managing Entitlements.

To add a metric for an entitlement

1. Navigate to the Agreements screen, then the List view.
2. Drill down on the Name field for a selected agreement, and click the Entitlements view tab.
3. Select an entitlement, and click the Metrics view tab.
4. Create a new metric record, and complete the fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   Value	Type 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. Administrators 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.