Service Contracts KPI ListingPeriod Service Renewals Value Value of renewal contract lines that start in selected periodService Booked to Renewal Ratio Booked Value / Renewals Value (ratio of service renewal contract lines booked to service renewals with a start date on or before as-of date)Service Contracts Activated New Business […]
Service Contracts KPI ListingBeginning Active Service Contracts Value of active service contract lines at the beginning of selected period.Current Active Service Contracts Value of active service contract lines on the selected datePeriod Service Renewal Rate Period Service Renewals Booked Value / Period Service Renewals ValuePeriod Service […]
Service KPI ListingRepair Order Mean Time to Repair The average number of days required to repair the ItemRepair Order Past Due Percent The percent of Past Due Repair Orders to total number of open Repair OrdersService Request Backlog Open service requestsService Request Close Time […]
Service KPI ListingInbound Service Level Percent of calls offered that are handled within Customer Wait Level GoalInbound Service Requests Created Service requests created in call centerInbound Speed to Answer Average seconds call spent in queue before being answeredInbound Transfer Rate Percent of calls […]
Service KPI ListingField Service Technician Utilization Percentage of Field Service Engineer debriefed time over planned work timeInbound Abandon Rate Percent of calls where customer hung up before speaking to agentInbound Agent Dialed Calls Total number of Calls manually dialed by agentInbound Availability Rate […]
Service KPI ListingEmails Composed Number of new outbound emails (not replies) generated from Email CenterEmails Received Number of emails received by Email CenterEmails Replied per Agent Hour Average number of email replies sent by an agent in one-hour of login timeEmails Replied to […]
Service KPI ListingAverage Field Service Travel Distance Average of debriefed Field Service technician travel distanceAverage Field Service Travel Time (Minutes) Average of debriefed Field Service technician travel timeCompleted Repair Orders Repair Orders of status “Closed” with Close DateEmail Backlog Number of open […]
