We utilize the SPM license in our org and would like to request a new metric related to Dispatch Avoidance. In our model, we have a centralized call center with technical experts on-hand to solve emergency calls without needing an onsite visit by a field technician. These call center experts have many tools at their disposal to either walk the customer through a solution or remote into the device for repair or diagnosis. Today we track the number of calls which are resolved through the call center and do not need the onsite visit. This percentage is the metric we would like to see in SPM. For those calls which were solved without the onsite visit, the metric should track a reason why the visit was not necessary (Walked the customer through the resolution, ordered a part for the customer to install, remote access to the device for diagnosis, connected device resolution, etc.)
What is the underlying problem do you intend to solve with this idea?
SPM does not have a metric to track Dispatch Avoidance.
How is the problem being addressed today, if at all?
This issue is addressed through Salesforce reporting and Excel analytics.