Field Servicing Dashboard KPI more

Mean Time to Resolve (Hours): The average number of hours taken to resolve
service requests with at least one completed field service task of type break/fix. The
system calculates this using the following formula:
Mean Time to Resolve = Sum of Time to Resolve of service requests (with at least
one completed or closed field service task of type break/fix) / Total number of
resolved service requests (with at least one completed or closed field service task
of type break/fix)
Time to Resolve = Resolved on Date – Incident Date
The resolved on date and the incident date are from the service request.
• First Time Fix Rate: The ratio of the service requests resolved at the first visit to the
total number of resolved service requests. For this measure, the system considers
only service requests with at least one completed or closed field service task of type
break/fix. It calculates this measure using the following formula:
First Time Fix Rate = Count of service requests resolved at the first visit / (Count of
service requests resolved at the first visit + Count of service requests not resolved at
the first visit, but resolved at a subsequent visit)