3102494 - How are the Key Figures in Report Average Call Closure Time Calculated

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.

SAP Business ByDesign

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

CRMSORHB_Q0002; CRMSORHB; Call Closure Time; Completion; Average Call Closure Time , KBA , AP-SVO-SO , Service Order , Problem