(For WEB and PC versions)

Customer - Customer Insights ​

Customer insights include reports on customer satisfaction, customer information, and more.

• Customer satisfaction statistics

Statistics on the basic information and overall satisfaction of customers in the system

• Customer information statistics

Statistics on ticket behavior generated by customers

• Customer map

View customer location distribution

• Super QR code behavior analysis

Analyze various detailed user behavior indicators of QR code, and provide managers with relevant data to support decision-making

Human - staff efficiency assessment ​

The staff efficiency assessment contains various personnel-related reports.

• Average response time:

• Objective: To evaluate the time taken from "receipt of service request" to "first contact with customer" to fulfill response time to improve service response efficiency
  • Definition: The sum of the cumulative time of all tickets from the receipt of the service request to the first contact with the customer during a statistical period divided by the total number of tickets during the statistical period
  • Calculation: Average response time = the time from "associated event creation/ticket creation" to "first contact customer (ticket creation, ticket acceptance, ticket start, ticket assignment) " in a certain statistical period, the sum of the time consumed by all tickets/the total number of tickets in the statistical period. When there is a related event creation time, the value > ticket creation time
  • Example: For a ticket within a week, the response time of ticket 1 = 3h; ticket 2 = 1h, ticket 3 = 1h, ticket 4 = 1h, ticket 5 = 2h, so the average response period during the week = (3 + 1 + 1 + 2)/5 ticket = 1.6 h/ticket

• Average service time:

• Goal: To evaluate the processing time of ticket fulfillment from "start of service request received" to "end of service" to improve overall ticket service efficiency
  • Definition: During a statistical period, the sum of the cumulative time of all services from the receipt of the service request to the completion of the ticket divided by the total number of tickets completed during the statistical period
  • Calculation method: Average service TAT = the sum of the total consumed time (days) of all tickets from "service request received" to "service end (ticket completion time) " in a statistical period/the total number of tickets completed during the statistical period
  • Example: For a ticket within a week, ticket 1 = 5h; ticket 2 = 3h, ticket 3 = 2h, ticket 4 = 1h, ticket 5 = 3h Then the average service cycle time = (5 + 3 + 2 + 1 + 3)/5 ticket = 2.8h/ticket

• Average maintenance time:

• Goal: Evaluate the processing time of ticket fulfillment from repair initiation to end of repair to improve field service efficiency and customer satisfaction
  • Definition: The sum of the accumulated time of all service tickets from the start of repair to the end of repair during a statistical period divided by the total number of tickets during the statistical period (generally the time node when the engineer arrives at the customer site and starts service, and operates "repair start and end")
  • Calculation method: Average maintenance time = the sum of the total consumption time of all tickets based on "maintenance start" to "maintenance end" in a statistical period/the total number of tickets in the statistical period (the value is taken as the "work time" length recorded by the Working Hour in the add-on); when a ticket has multiple maintenance periods, it is accumulated into the calculation;
  • Example: For a ticket completed in a week, ticket 1's repair time = 3 hours; ticket 2 = 1 hour, ticket 3 = 1 hour, ticket 4 = 1 hour, ticket 5 = 2 hours, so the average repair cycle time in the week = (3 + 1 + 1 + 2)/5 ticket = 1.6 hours/ticket

• Timely get users to pay:

• Goal: Understand and track the rate of tickets successfully completed within a required deadline
  • Definition: The ratio of tickets completed to the number of tickets in a given volunteer work order cycle. _Calculation method: get users to pay rate = the number of tickets required to be completed in a certain period/the number of all tickets in the period _100%; For example: the measurement period is: within 1 day, 2-4 days, more than 4 days, etc. Remarks: Users can define the required completion period
  • Example: There are 50 completed tickets, of which 10 tickets are completed in 1 day, 15 tickets are completed in 2-4 days, and 25 tickets are completed in more than 4 days. then 1 day to get users to pay rate = 10/50 * 100% = 20% 2-4 days get users to pay rate = 15/50 * 100% = 30% More than 4 days to get users to pay rate = 25/50 * 100% = 50%

• Service staff efficiency:

• Goal: Focus on the work efficiency of service personnel/service outlets/service providers, optimize service network coverage and customer satisfaction
  • Definition: During a reference period, the sum of all tickets (ticket status completed) divided by the total working day to obtain the average number of tickets completed per day
  • Calculation method: efficiency of service personnel = total number of tickets completed during a certain statistical period/total working days (30 days)
  • Example: For Service Person A, tickets completed in August = 138; total working days in August = 30 days; Service Person A work efficiency = 138 orders/30 days = 4.6 orders/day

• Repeated maintenance rate:

• Goal: Used to evaluate the percentage of services that can be completed at one time during the first service, use this indicator to evaluate the ability of service personnel to resolve and repair faults, and improve the quality of maintenance services _Definition: statistics in a certain period of the same customer _product * problem occurrence rate of repeated maintenance _Calculation method: repeated maintenance rate = ticket with repeated service during a certain statistical period (customer, product, fault classification occurs 2 + times within N days) ∞ The total number of tickets completed during the statistical period is _100%
  • Example: A service engineer has performed 40 Client Server/repairs in the last 30 days. 3 months after the completion time of the ticket service has been completed, 5 of the above 40 orders and the tickets after 3 months have the same Customer, product, fault classification overlap. Therefore, 3-month repeat maintenance rate = (5 repeat repairs/40 repairs) * 100% = 12.5%

• Department ticket statistics

Statistics Department tickets in different states of the number of tickets

• Personnel map
  • Statistical reports for statisticians related data;
  • The location of the personnel is displayed in the personnel map, which can be filtered according to the team and work status;

• Staff work order statistics

Systematically display the completion of service personnel work orders in ticket statistics; All Service Engineer ticket data, revenue data, satisfaction and efficiency statistics are displayed in Personnel Statistics. Users can limit service teams and dates based on the checkbox at the top. Click [ticket] [Revenue] [Satisfaction] [Efficiency] to switch the displayed data. Moving the mouse over the graph displays more detailed data information. Clicking on the statistical chart will display the specific ticket report, which supports export.

• Personnel event statistics: same-person employee list statistics
• staff efficiency statistics

Time the statistician completed the ticket

• Workload statistics

Number of work orders completed by statisticians, number of events, number of customers served

• Revenue Statistics

• Staff satisfaction statistics

Process Monitoring ​

Process monitoring includes reports for the following modules: ticket, service event, online Customer Service, call center

• Rate of ticket Returning of ticket Returning:

• Goal: Understand and track the status of ticket return visits within a required period, improve the after-sales tracking process, improve service quality and improve customer satisfaction
  • Definition: In a defined period, count the ratio of all returned tickets to return tickets that should be returned, and compare the Returning Rate from ticket type and organization Department dimension
  • Calculation method: In the selected time period, Returning Rate = number of completed return visit tickets × total number of return visit tickets × 100%; This report can be compared and analyzed: after selecting the ticket type and organizing the Department, the ticket Returning Rate can be compared and analyzed (it can be displayed as different bar charts and polylines)

• Ticket customer satisfaction:

• Goal: Statistical analysis of ticket customer satisfaction, analysis of the reasons for the level of satisfaction, improve service quality and increase customer satisfaction
  • Definition: In a defined period, count the composition and trend of customer satisfaction of all tickets that have completed return visits, compare and Drill Down analyze the reasons for the overall customer satisfaction level from the dimensions of personnel, products, customers and service providers
  • Calculation method: In the selected time period, the number of tickets including the operation time of completing the return visit is summarized, and the proportion of satisfaction received from customer reviews; Satisfaction ratio: the number and proportion of satisfied, average and dissatisfied tickets in the total Praise rate trend: X-axis (day, week, month), Y-axis (praise rate%); praise rate = the number of return visits with satisfaction as "satisfactory" × total number × 100% Comparison & Drill-Down Analysis: Click on the satisfaction chart to select the Drill-Down Analysis dimension "People, Products, Customers, Service Providers" (for example, "People" is to view the satisfaction of each specific person, "Product" is to view the satisfaction of each product, and so on)

• Ticket trend statistics

• Ticket classification statistics

• Ticket completion time limit statistics

• Real-time statistics of incomplete tickets

• Ticket calendar

• Ticket map

• Ticket abnormal node statistics

• Ticket abnormal cause statistics

• Event Type Statistics

• unfinished _ event _ count

• Statistics of incoming customer calls

• Agent outgoing call statistics: same outgoing call

Material-material analysis ​

Material analysis includes reports on the following modules: spare parts, products, service items

• Spare parts satisfaction rate:

• Target: Measure the support level of tracking spare parts to service, a higher spare parts satisfaction rate can improve the assurance of maintenance operations, but the spare parts satisfaction rate needs to control the cost
  • Definition: The ratio of the number of ticket spare parts that can meet the demand and ship out of the warehouse in a certain period (for example, 24 hours) to the number of tickets required for all spare parts _Calculation method: satisfaction rate% = φ the number of spare parts required to meet the requirements/φ the number of spare parts required _100%; 1. Meet the requirements: a certain reference period is set by the user, for example, the 24-hour period means that after the ticket spare parts demand is created, it can be sent from the warehouse within 24 hours (the direct outbound is the "outbound time" or the "processing time" for the application to the personal warehouse) All spare parts (whether from stock or through the cross-warehouse). 2. There is a demand for spare parts: the associated spare parts data has been added to the "Add-ons-Spare Parts List" of ticket to count the total number of spare parts required

• Product ticket statistics

• Product Information Statistics

• Spare parts warehouse statistics

• Spare parts usage statistics

• Service item information statistics

Financial - Revenue Control ​

Revenue control includes revenue-related content, such as spare parts, revenue and expenditure structure, etc

• Analysis of income and expenditure structure:

• Objective: To make statistics on the causes of the company's after-sales revenue and expenditure, reveal the proportion of after-sales expenditure in revenue, and explain the company's revenue and expenditure level as a whole
  • Definition: Reveal the proportion of revenue or expenditure items such as spare parts and services involved in each after-sales services to total revenue or expenditure
  • Calculation method: Profit = Total Revenue - Total Expenses; Summary of Revenue = Sigma Ticket Spare Parts Amount + Sigma Service Item Amount Expenditure summary = Sigma ticket spare parts cost + Sigma service item cost; Cost price = "out-of-stock price" field in the system; spare parts amount, service item amount = ticket settlement OR ticket completion receipt

• Spare Parts Revenue Analysis:

• Target: Track the total sales structure and amount of spare parts as a whole, and measure the contribution of spare parts to service revenue during service performance
  • Definition: Measure and track the overall total sales of spare parts and the composition of each spare parts category, including the number and proportion of spare parts used in dimensions such as Department, personnel, and regions
  • Calculation method: total spare parts sales revenue = summary of spare parts sales amount - summary of total spare parts returned amount; spare parts sales quantity & amount taken from ticket settlement quantity & amount

• Revenue Status Statistics

• Revenue Trend Statistics