Symptom
You would like to know how the Key Figures Average Call Closure Time of Service Orders (AVG_CALL_CL_TIME) and Call Closure Time of Service Orders (CALL_CLOSURE_TIME) in the Report Average Call Closure Time (Data Source CRMSORHB_Q0002) are calculated.
Environment
SAP Business ByDesign
Resolution
The Report Average Call Closure Time (Data Source CRMSORHB_Q0002) contains the average time required to complete the Service Orders, for all orders that are not canceled.
CRMSORHB_STR_02 has a restriction on the following Characteristic Selection:
- Cancellation Status (Header) -> !(Canceled)
- Lifecyle Status (Header) -> Completed
The Key Figure components are:
- Number of Service Orders (NO_SRV_ORD)
- Average Call Closure Time of Service Orders (AVG_CALL_CL_TIME)
- Call Closure Time of Service Orders (CALL_CLOSURE_TIME)
The Average Call Closure Time is defined as call closure time divided by the number of service orders.
The Call Closure Time is the time between creating a service order and confirming the related service confirmation.
The Call Closure Time of Service Orders is calculated based on two different time point which are retrieved from the following fields:
- Time Point 1: Reported On Date in the General tab of the Service Order
- Time Point 2: Fixed On Date in the General tab of the Service Confirmation
- If the Fixed On Date in the Service Confirmation is not filled, the system will use the Date and Time when the Service Confirmation is Released with Order Completion or
- if it is not released with Order Completion then the system will use the Date and Time when the execution is completed in the Service Order (Complete Service Execution).
- If no Service Confirmation is required e.g. for Service - Fixed Price without actuals, the the Date and Time is derived from when the execution is completed in the Service Order (Complete Service Execution).
For example if the:
- Reported On Date in the General tab of the Service Order is the 28.09.2021 13:30 GMTUK
- Fixed On Date in the General tab of the Service Confirmation is the 28.09.2021 15:05 GMTUK
This means that the Call Closure Time for this Service Order is 95 minutes. The Call Closure time is displayed in hours. Hence the calculation is: 95/60 = 1.5833333..
Due to rounding, the Call Closure Time for this Service Order will be displayed in the Report as 1.58 h
Keywords
CRMSORHB_Q0002; CRMSORHB; Call Closure Time; Completion; Average Call Closure Time , KBA , AP-SVO-SO , Service Order , Problem