Response Time Report (SDRP414)

Program Description

The Response Time Report is found on the Service Reports Service History Reports menu (SD-4-4-14). The report calculates the average response time of the service calls. Only completed service calls with the service tickets entered are included on the report. Printing the detailed version includes each individual call’s response time and whether it met the defined target response time. The report provides a percentage of calls that missed the response time and the percent by which they were missed. The report includes the option to calculate response time from the call time and date to the dispatch, arrival, or completion time and date.

There are various ways to sort the report. The sorts are technician, item number, customer, service territory, response time code and branch. A completed service call date range is input. The population of service calls to include within the defined date range can be selected by technician number, item number, ship-to or bill-to customer number, service territory, response time code, product class, and branch. All of the population inputs allow entry of a range or all. For example, all of the completed service calls for a specific item number or customer can be analyzed. There is a detailed, summary or detailed, and summary version of the report.

After selecting the service territory for the population of service calls, the program now includes a prompt that allows you to determine which files it searches for the service territory number. The program searches both the Service Dispatch (DISP.DT) data file and Serial (SERIALD) file (if the territory is blank in the Dispatch file, the territory from the Serial file is accessed) or searches only the Serial (SERIALD) data file.

The hours within the workday are input. An input of whether there are any ½ day workdays within the defined time period is available. Weekends do not affect the response time of calls entered prior to the weekend even if a call is completed, entered, or dispatched with a weekend date. Thus, weekends never factor into the response time. Holidays are automatically excluded as long as no service calls have a call date, dispatch date, or completed date with that date. If at least one call is found in the Dispatch (DISP.DT) data file with a holiday date such as the fourth of July, the day will not be excluded from the response time calculation. The ability to exclude hold (HP) type calls, preventative maintenance (PM) type calls, shop (SH) type calls, technical assistance (TA) type calls, and courtesy (CC) type calls is available. Custody (CU) type calls are never included.)

Rev 15 Changes

An option was added to this report to include service calls where the Measure For Response Time field is set to N for no. The question is on the end of the 2nd screen and is labeled “Include Calls In Resp Where Meas Resp Set To No (Y/N)”. Prior to Revision 15, this report would not include calls where the Measure For Response field was set to N for no. This field will default to N for no.

Rev 14 Changes

Rev 13 Changes

There is a new option given to sort by buying group number.
After the sort option is entered, a new field appears and the user is asked to form feed between customers, technician, or item, etc., depending on the type of sort chosen.
There are two new fields that give the option to enter beginning and ending buying groups or all buying groups.
There are also three new options given to print service call messages, print parts detail, and cost of parts to print (if Y is entered in the print parts detail field).
Because of these new fields, several prompts were moved to a second screen. This screen appears when the user has finished entering information on the first screen.
Also, several prompts on the last screen are now defaulted to N for no. Press return to accept or enter Y for yes to override the default N on these fields.
The following new or changed fields are described below in detail:
Internal changes were made to correct the Invalid Subscript stop at line 7878.
A new prompt was added: Use Branch From S'erial Or T'ech File.

Sort By T'ech, I'tem, C'ustomer, S'ervice Territory, R'esponse Code, B'ranch , Buying G’roup, Or E'nd

The order in which the calls print is defined by the above sort options. Only one sort can be selected per report generation. The calculations of the response time totals correspond with the inputted sort option.

Enter T to sort the report by the technician that performed the service call. This causes all of the calls serviced by each technician to print together and provide a total per technician.
Enter I to sort the report by the item number of the machines. This sorts the calls by item number and produces response time totals for each item.
Enter C to sort the report by customer number. This sorts the calls by customer number and produces response time totals for each customer.
Enter S to sort the report by service territory.
Enter R to sort the report by response time code. This sorts the calls by the response time code stored in the service call Dispatch (DISP.DT) file and produces response time totals for each response time code.
Enter B to sort the report by the branch from the SERIALD File. This produces response time for each item number and product class within each branch and also provides a branch total.
Enter G to sort the report by buying group. This is taken from the Customer (CUSTD) data file.
Enter E to end the program and return to the previous menu.

Form Feed Between Techs Y/N

After the sort option is entered, this new field appears and the user is asked to form feed between technicians, items, customers, service territories, response codes, branches, or buying groups, depending on the type of sort chosen.

Use D'ispatch, A'rrival, Or C'ompletion Time

The response time can be calculated three different ways:

Enter D to use the dispatch time of the call. Enter A to use the arrival time of the call. Enter C to use the completion time of the call. The selected dispatch, arrival, or completion time and date is used with the Call Time and Call Date to calculate the response time for each individual call and totals based on the sort option.

Beginning Date Or A'll

Enter a specific service call completion date or beginning date range. This is not the call date, but the completion date. Enter A for all dates to be included. (MMDDYY)

Ending Date

Whatever was input as the beginning date displays as the ending date. A return accepts this as the ending date. To override, enter the desired ending date. When a date range is specified, only service calls with a completion date within the designated range are included on the report and calculations. (MMDDYY)

Beginning Technician Number Or A'll

Enter a specific technician or beginning technician range. This is the technician that performed the service call. Enter A for all technicians. There may be many uses for this variable. For example, the main sort could be item, so that the response time is calculated per item, yet only specific technician’s calls are included. (4 numeric)

Ending Technician Number

Whatever was input as the beginning technician displays as the ending tech number. A return accepts this as the ending technician number. To override, enter the desired ending number. When a technician range is specified, only service calls assigned to a technician within the designated range are included on the report and calculations. (4 numeric)

Beginning Item Number Or A'll

Enter a specific item number or a beginning item number range. This allows the response time to be calculated on specified items only. Enter A for all item numbers. (18 Alphanumeric)

Ending Item Number

Whatever was input as the beginning item number displays as the ending item number. Press enter to accept this as the ending item number. To override, enter the desired ending number. When an item number range is specified, only service calls assigned to an item number within the designated range are included on the report and calculations. (18 Alphanumeric)

Beginning Customer#, S'pecific Or A'll

Enter a customer number or beginning customer range. The input continues to the Enter Ending Customer prompt. Enter S for specific customer, and the input displays a prompt that allows entry of up to 50 customer numbers. Enter A for all customers to be included. (8 numeric)

Ending Customer Number

Whatever was input as the beginning customer number displays as the ending customer number. Press return to accept this as the ending customer number. To override, enter the desired ending number. When a customer number range is specified, only service calls assigned to a customer number within the designated range are included on the report and calculations. (8 numeric)

Beginning Customer#, S'pecific Or A'll

When S for specific is entered, the following prompt appears:

Enter Up To 50 Customer #'s 1

Up to 50 customer numbers can be entered. A number for each input displays. The first is the number 1 for the first customer number to be input. After input of the first customer, the input number increases by one after each customer number is entered. The customer numbers can be entered in no particular order. Only service calls assigned to customer numbers that are input are included on the report and calculations. (8 Numeric)

Miscellaneous Notes

Whether the individual or range of customer numbers that is used is the ship-to or bill-to is determined by a later prompt. The customer number used is the number stored in the Service Dispatch file, not the current customer at which the machine is placed.

Beginning Service Territory Or A'll

Enter a specific service territory or beginning service territory range. Enter A for all service territories to be included. The service territory is stored in the Dispatch (DISP.DT) file and the Serial (SERIALD) data file. (5 Digits)

Ending Service Territory

Whatever was input as the beginning service territory number displays as the ending territory number. A return accepts this as the ending territory number. To override, enter the desired ending number. When a service territory number range is specified, only service calls assigned with a territory number within the designated range are included on the report and calculations. (5 numeric)

Check D’ispatch Then Serial Or S’erial Only

Enter D to search the Dispatch (DISP.DT) file for the service territory. If the territory is blank in the Dispatch File, the territory from the Serial (SERIALD) file is accessed. Enter S to search only the Serial (SERIALD) file for the service territory.

Beginning Response Code Or A'll

Enter a specific response code or beginning response code range. This provides the ability to only include calls with a specified response time code. The response code is stored in the Dispatch File. Enter A for all response codes to be included. (2 numeric)

Ending Response Code

Whatever was input as the beginning response code number displays as the ending code number. Press return to accept this as the ending code number. To override, enter the desired ending number. When a response code number range is specified, only service calls assigned with a code number within the designated range are included on the report and calculations. (2 numeric)

Beginning Product Class Or A'll

Enter a specific product class or beginning product class range. The product class used is from the Item File. Response time could be calculated on items in specified product classes only. Enter A for all product classes. (4 numeric)

Ending Product Class

Whatever was input as the beginning product class number displays as the ending number. Press return to accept this as the ending number. To override, enter the desired ending number. When a product class number range is specified, only service calls assigned to an item within the designated product class range are included on the report and calculations. (4 numeric)

Beginning Branch Or A'll

Enter a specific branch or beginning branch range. Branch numbers are from 1 to 255. Enter A for all branches. The branch that the report looks at is from the Serial (SERIALD) file. This allows response time on calls that only pertain to a certain branch. (3 numeric)

Ending Branch

The beginning branch displays as the ending branch. Press return to accept this as the ending branch number. Enter an ending branch if desired. (3 numeric)

Use Branch From S'erial Or T'ech File

Enter S to use the branch stored in the Machine Placement file(SERIALD). Enter T to use the branch stored in the Sales Rep/Technician File (SLMD).

Beginning Buying Group Number Or A’ll

Enter a specific buying group or beginning range of buying groups. Enter A for all buying groups. If the ending buying group number inputted is less than the beginning buying group number inputted, the message of Beginning Buying Group Number Is Greater Than Ending Buying Group Number will display and the cursor will return to ending buying group number for re-input. The program will check the ten buying group numbers in the customer file (CUSTD).

Ending Buying Group Number

The beginning buying group number displays automatically as the ending buying group. Press return to accept this as the ending buying group number or enter a specific ending buying group number.

The following fields are displayed on the second screen:

Use S'hip-To Or B'ill-To Customer

Enter S to include calls assigned to ship-to customer numbers. Serial file records are placed at ship-to numbers. Ship-to numbers are stored in the Dispatch file. Enter B to include bill-to customer numbers. If specific bill-to customers are desired, enter them into the customer number input and enter B for bill-to customers. The Customer (CUSTD) file is accessed for all ship-to customers with the inputted bill-to customer number and includes those service calls only.

Print D'etail S'ummary B'oth

Enter D for detail to have the report print in detail and show each individual call followed by the totals for the inputted sort. Enter S for summary to have the report print in summary and provide the totals for the corresponding sort. No call detail is included. Enter B for both to have the report print in detail and summary. Note: If the report is run in summary only and the results are questioned, the only way to answer those questions is to run the report in detail as this provides the individual service calls.

Print Only Calls Where Response Time Not Met (Y/N)

When printing the report in detail or both detail and summary, the above prompt displays. Enter N to print all calls. This includes the calls where response time has been met and those that have not. All calls will be calculated individually and included in the totals. An N provides the total detail. Enter Y to print only calls that have not met the designated response time. The totals only include those calls that have not met the response time.

There is the ability to enter N not to measure response time on an individual service call including EM emergency calls. This is done when the call is marked complete in Technician Dispatching or during the Service Ticket Entry. This indicator is stored in the Dispatch File. If a service call has a service ticket marked with N at the prompt Measure For Response Time, the call will never be included on the report. This is regardless of the input at the above prompt.

Include Service Messages (Y/N)

Enter N for no at the Service Call Messages prompt to not print the service call messages for the call or enter Y for yes to print the service call messages for the call.

Include Parts Detail (Y/N)

Enter N for no at the Include Parts Detail prompt to not print the parts detail for the call or enter Y for yes to print the parts detail for the call.

Include Price On Parts Detail (Y/N)

Enter N for no at the Include Price On Parts Detail prompt to not print the price and extension for the parts detail for the call or enter Y for yes to print the price and extension for the parts detail for the call.

Opening Time (800)

Closing Time (1700)

The above two prompts allow the operator to define the number of hours in a workday to be used to calculate response time. A return at opening time defaults to 8:00 a.m. and a carriage return at closing time defaults to 17:00 (5:00 PM). At Opening Time, input must be between 7:00 AM and 9:00 AM. It must be entered as 700, 730, etc. If a number is input that is out of this range, the prompt Opening Time Must Be Between 7:00 and 9:00 appears. Closing Time must be between 16:00 and 18:00 (4:00 PM to 6:00 PM). If a number is input that is out of this range, the prompt Closing Time Must Be Between 16:00 and 18:00 appears. In both cases, the cursor returns for re-input.

Number Of Hours In Work Day

This option provides the ability to include or exclude a one-hour lunch time in the response time calculation. The program looks at the opening and closing time and calculates the number of hours between the two times. It then compares this with the above input. If there is a difference, the time from 12:00 PM to 1:00 PM is excluded from the response time calculation. For example, 8:00 to 17:00 was input. This is 9 hours, but at the prompt Number of Hours In Work Day, an 8 is keyed in. This is a difference of 1 hour. Thus, 12:00 PM to 1:00 PM is automatically excluded in the response time calculations. If a 9 is input, the program does not exclude 1 hour, but works off of a 9-hour day. The numbers 7 through 10 are the only acceptable entries at this prompt. If any other number is input, a message Hours Per Day Must Be Between 7 and 10 displays. The cursor returns for re-input. To review, if your company’s hours are between 8:00 AM and 5:00 PM and you want to exclude 12:00 PM to 1:00 PM, input an 8. If you do not want to exclude lunch and work off of a 9-hour day, enter 9.

The program automatically excludes weekend days in the response time calculation. This occurs even if a call is input or marked complete on Saturday or Sunday. Thus, weekend days do not affect the response time of the service calls.

Miscellaneous Notes:

If there was a call with a call date or completion date that falls on Saturday or Sunday, the response time for that individual call would include the hours on that weekend day.

For example, a call has a call date on Saturday at 10:00 AM. The call was dispatched at 8:00 AM on Monday. The workday is from 8:00 AM to 5:00 PM and is 8 hours. The response time to the dispatch time is 6 hours. Sunday would not be counted, since it is a weekend day. Also, Saturday would not be counted in on any other service calls that did not have a call date or completion date on that Saturday. For example, a call with a call date on Friday and dispatched on Monday would not count the 8 hours of Saturday in the response time.

Holidays are excluded as long as there are no call dates or completion or dispatch dates found in the Dispatch File with the date of the holiday. Thus, on a holiday when the company is shut down, such as July 4th, the day is not included in the response time calculation as long as not one call is entered, dispatched, or completed. Operators should be warned that if they work on a holiday, they must override the call dates to another weekday. Otherwise, the day will be included in the response time calculation of all calls that have a call date prior to that date and a dispatch or completion date after the holiday. Finding only one call with the holiday date affects all of the calls that are within this range.

Exclude 'HP' Calls (Y/N)

Service calls with HP call type (Hold for Parts) can be excluded from the report. Enter Y to exclude HP type calls from the report, regardless of any of the input factors. Enter N to include HP type calls in the response time calculation.

Exclude 'PM' Calls (Y/N)

Service calls with a PM call type (Preventative Maintenance) can be excluded from the report. Enter Y to exclude PM type calls or enter N to include PM type calls in the response time calculation.

Exclude 'SH' Calls (Y/N)

Service calls with a SH call type (Shop) can be excluded from the report. Enter Y to exclude SH type calls or enter N to include HS type calls in the response time calculation.

Exclude 'TA' Calls (Y/N)

Service calls with a TA call type (Technical Assistance) can be excluded from the report. Enter Y to exclude TA type calls or enter N to include TA type calls in the response time calculation.

Exclude 'CC' Calls (Y/N)

Service calls with a CC call type (Courtesy) calls can be excluded from the report. Enter Y to exclude CC type calls or enter N to include CC type calls in the response time calculation.

Miscellaneous Notes

Calls that have a call type of CU (Custody) are never included on the report or in the response time calculation. As stated earlier, calls with N for no to the Measure For Response indicator that is stored in the Dispatch File are never included on the report or in the response time calculation.

Are There Any 1/2 Days (Y/N)

In order to achieve the most accurate response time, the option to define a half-day workday is included. If there are no half days, input N. If within the inputted time period there is a half-day holiday or workday and you want to exclude 4 hours from the response time calculation, input Y. The program excludes any hours after 12:00 PM. If Y is input, prompts for 5 days appear. This provides up to 5 dates that could be designated as half days. The prompts are as follows:

Input Date # 1 : ######

Input Date # 2 :

Input Date # 3 :

Input Date # 4 :

Input Date # 5 :

Enter each date of the half-day and return. A return may be entered to bypass the date prompt. If a date is input that does not fall within the inputted time period for which the report is being run, a message Date Isn't Within Beginning and Ending Dates of Report displays. The cursor returns for re-input. Note: If a half-day is input and a call has times within the half day time period, the proper time is still used for that individual call’s response time calculation. Other calls are not affected.

Report Results

Output varies according to the selection of the main sort. The response time calculation subtotals are also different depending upon the selection of the main sort. This relates to the detail and the summary version.

Technician Sort

The Technician number and name is included. The name is from the Sales Rep/Service Tech (SLMD) File. The detail version prints the calls in technician number, item number, and then serial number order. A total prints per technician. A grand total includes all technicians.

Item Sort

The technician number is included but the name is not. The customer name is included which is from the Customer (CUSTD) File. The detail version prints the calls in item number, then serial number order. A total prints per item. A grand total includes all items.

Customer Sort

The technician number is included but the name is not. The customer name is included which is from the Customer (CUSTD) File. The detail version prints the calls in customer number, item number, and then serial number order. A total prints per customer. A grand total includes all customers.

Service Territory Sort

The service territory number is included. The technician number and name is included. The customer name is not included. The detail version prints the calls in service territory number, item number, and then serial number order. A total prints per service territory. A grand total includes all service territories.

Response Code Sort

The response code is included. The technician number and name is included. The customer name is not included. The detail version prints the calls in response code number, item number, and then serial number order. A total prints per response code. A grand total includes all response codes.

Branch Sort

The branch number and name is included. Branch name can be defined in the Branch Global File for 10 branches. The technician number and name is included. The customer name is not included. The product class number is included. The detail version prints the calls in branch number, product class, item number, and then serial number order. A total prints per branch. Within each branch, a total prints per item and per product class. A grand total includes all branches.

Buying Group Sort

The buying group number is included on the report first. Buying group numbers are defined in the Customer (CUSTD) file as one of 10 buying groups numbered 1-10. The detailed version of the report includes customer number and name. It also prints item number and serial number. A total prints per buying group and then a grand total of all buying groups.

When the report is run in detail, each individual service call is printed. Following is the information on all sorts that is included for each service call:

ITEM NUMBER and SERIAL NUMBER

This is the item and serial number from the service call.

CUSTOMER NUMBER

This is the ship-to or bill-to depending on the response to the input prompt.

TECHNICIAN NUMBER

This is the number of the technician who performed the service.

CALL NO.

This is the service call number.

CALL DATE and TIME

This is the date and time the service call was placed.

SVC DATE and TIME

This is the service date and time. This is the arrival, dispatch, or completion date and time depending upon the response to the input prompt.

TARG RESP

This is the target response time. This is the number of hours that are defined as the response time for the individual call.

RESPONSE TIME

This is the actual time it took from the call date and time to the arrival, dispatch, or completion time. Which time is used depends upon the response to the input prompt.

RESP MET

This stands for Response Met. This is the result of the calculation of the response time compared to the target response time. If the response time is less than the target response, Y prints that the response time was met. If the response time is greater than the target response, N prints that the response time was not met.

All of the sub-totals and grand total include the following calculations. This relates to the detail and summary version.

NUMBER OF CALLS

This is the total number of service calls within the designated time period and all of the other input parameters.

RESPONSE TIME MET

Within the total calls, this is the number of calls that did meet the target response time.

RESPONSE MISSED

Within the total calls, this is the number of calls that did not meet the target response time.

% OF CALLS MISSED

This is the percentage of calls that missed the target response time. This is the Response Missed divided by Number of Calls.

HOURS MISSED

This is the combined total response time of all of the calls that did not meet the target response time.

TARGET HOURS

This is the total Target Response time of all of the calls that missed the target response time.

% MISSED BY

This is Hours Missed minus Target Hours divided by Target Hours.

AVG RESPONSE

This is the combined total response time of all the calls divided by the number of calls.

Example 1

Following is a sample technician sort report with detail and summary included. Explanations of all calculations follow:

The workday hours are from 8:00 AM to 5:00 PM and the number of hours in the day is 8. This excludes one hour for lunch.
The response time is calculated from call time and date to the dispatch time and date.
The service calls included on the report have a completion date within the date range of 11/26/96 to 11/29/96.
November 28th is Thanksgiving Day, therefore, no activity occurred on that day. Note in the calculations that the 8 hours for that day are not included.
November 29th was entered as a ½ day workday.
All of the population input prompts were entered as All, except for the service territory of 98 to 99.
Both the Dispatch (DISP.DT) and Serial (SERIALD) data files were searched for service territory.
All of the calls were printed, not just those that did not meet the target response time. All call types were included.

Following are the calculations of each call included on the sample report:

Call Number 52823

The call date is 11/26/96 with a call time of 9:40 AM. The dispatch date is 11/26/96 and dispatch time is 17:00 (5:00 PM). The time from 9:40 AM to 17:00 PM is 440 minutes. However, the time from 12:00 PM to 1:00 PM is subtracted which leaves 380 minutes. This is converted to 6 hours and 20 minutes (3:20). This is more than the target response time of 4 hours. The target response time was not met.

Call Number 52824

The call date is 11/29/96 with a call time of 9:42 AM. The dispatch date is 11/29/96 and dispatch time is 14:25 (2:15 PM). The time from 9:42 AM to 14:25 PM is 273 minutes. However, the time from 12:00 PM to 1:00 PM is subtracted which leaves 213 minutes. This is converted to 4 hours and 33 minutes (4:33). This is more than the target response time of 4 hours. The target response time was not met. Note that this is ½ day. The workday is from 8:00 AM to 12:00 PM. However, the call was dispatched after 12:00 PM, therefore, the time is included. Any new calls entered on that day and not dispatched would not count from 1:00 PM to 5:00 PM in the response time.

Call Number 52714

The call date is 11/26/96 with a call time of 14:15 (2:15 PM). The dispatch date is 11/26/96 and dispatch time is 14:15 PM. The time on 11/26/96 from 14:15 to 17:00 (5:00 PM) is 165 minutes. The time on 11/27/96 from 8:00 AM to 16:00 (4:00 PM) is 480 minutes. However, the time from 12:00 PM to 1:00 PM is subtracted, which leaves 420 minutes. 165 + 420 = 585. This is converted to 9 hours and 45 minutes (9:45). This is greater than the target response time of 8 hours. The call did not meet the response time.

The totals for technician 14 are as follows:

The number of calls is 3. The number of calls that met the response time is 0. The number that missed the response time is 3.

% Of Calls Missed = Response Missed 3 divided by Number of Calls 3, 1=1.000 = 100 %.

Hours Missed = Call 52714 missed the response time. The call's response time is 585 minutes, which equals 9 hours and 45 minutes (9:45).

Target Hours = Call 52714 missed the response time. The target hours for this call is 480 minutes, which equals 8 hours.

% Missed By = This is the number of Hours Missed minus the Target Hours divided by Target Hours (585-480=105/480=.218=21%).

Avg Response

This is the total response time of all of the calls divided by the number of calls. This is 380 + 213 + 585 = 1178/3 = 392.6 minutes = 393. This is converted to hours, which equals 6 hours and 33 minutes (6:33).

The next five sample reports are run the same way as the first example. However, the difference is that each one is using a different sort. Notice that the individual calls are calculated the same but the sub-totals are different. This is because the subtotals are based on the sort selection. Notice the report total is the same for all of the sorts.