We utilize the SPM license at our site and would like to see a new metric added to the package. In particular, we track the number of times a Work Order has been reassigned from the original dispatch. In our model, we have centralized scheduling of emergency calls but give our field technicians flexibility to move the call to someone else on the team. We then track the percentage of Work Orders in which the first dispatch is successful. For those which were reassigned (unsuccessful), we would like to track reasons for the re-dispatch to try to improve the success rate of the centralized dispatch.
We track this metric today through Salesforce reporting but would like to have it included as part of SPM to standardize the definition of the metric and have it become part of the core metrics in SPM.
What is the underlying problem do you intend to solve with this idea?
Re-assigned dispatches are not captured in SPM today. This means custom reports need to be developed to support the requirement.
How is the problem being addressed today, if at all?
This issue is being addressed through custom Salesforce reporting.