Our customer SLAs are defined in SLA Terms part of the Service Contract. Also as part of the Service Contract there are business hours, based on which the customer SLAs are applicable for.
Whenever a case and/or work order is created, if that is entitled by such a service contract, the service engineers can see the SLAs (targets and actuals) and SLA Status in terms of clocks counting down towards the target date and time.
The main problem is that the Initial Response By and Onsite Response By SLA targets do not take into account the business hours from the service contract. So for example if business hours are 8AM to 5PM, case is logged at 4 PM with a SLA commitment for Initial Response 4 hours, the real customer SLA is not missed if fulfilled until 11 AM the following day.
So the current risk is that KPI reporting is not accurate as clock is counting until 8PM on same day, so the ServiceMax out of the box functionality is not taking into account business hours.
In addition, the functionality offers pause and resume possibility for the SLA timers, while when user resumes the clock there is a question if the SLA should be extended for the period clock is paused. The expected behavior would be to extend the SLA target by how long the timer was paused for, this works on work order level, but the new SLA target is not updated back on case level. This also results to inaccurate SLA reporting on case level, since work order owners can see different targets on work order level.
It would be great to improve these 2 items in terms or SLA tracking both to improve accuracy of SLA/KPI reporting as well as improved visibility towards service engineers who have to take action to meet these SLA targets.
What is the underlying problem do you intend to solve with this idea?
Accurate SLA KPI reporting
How is the problem being addressed today, if at all?
SLA Reporting is ONLY accurate if call is registered within business hours and SLA is not extending outside of business hours.
Communities Mobile Field Service Management Reporting & Analytics Scheduling & Dispatch Work Order Management