Performance Reports - SLA

The system includes several performance reports that include SLA values. To access these reports:

In the Logbook module, select the Run Report tab.
Click PERFORMANCE REPORTS.

The following reports are available:

Response Time – Detailed

The Response Time – Detailed report lists the response and completion times for requests and compares the actual times to service level agreements. By default, this report excludes requests with an Entered in Error status. To include these work requests in this report, click the Advanced Report Criteria link and select the appropriate status values from the Status list box.

Note:

All SLA Service Hour calculations either exclude or include weekends based on how the property service hours are configured.

The results include:

Request ID – Work Order number as assigned by the system during initial entry
Ref WO – Optional external work Order number given by the client and entered manually (sometimes used as an optional Find criteria)
Property – As selected during initial entry
Space – As selected during initial entry
Type – As selected during initial entry
SubType – As selected during initial entry
Priority – As selected during initial entry (may be used to determine the SLA Response and SLA Completion times)
Status – Current status of the work order (SLA Act Response is calculated based upon the first update to this value)
Assigned To – Assigned to employee
Start Date – Date that the work order was automatically assigned (or entered for a future start date) during entry
Completion Date – Date that the work order status was set to Completed
Closed Date – Date that the work status was set to Closed

Additional Columns

Additional results returned that are specific to the dates/times on which the request is updated are listed below. Several values. in units of hours or days, are based on the service hours of the property.

Column Name	Calculation Logic	Comments
Actual Response- Hrs	Calculated when there is an initial change in status of the work order. The difference between the request create/start date and the first date/time of status change (Act Response – Start Date). This is done only for hours that correspond with actual Property service hours (hours outside of service hours are not included).	The value will be a negative number if the request status is changed prior to the scheduled start
SLA Response- Hrs	Calculated when there is an initial change in status of the work order. The difference between the Actual Response date/time and calculated SLA Response date/time (Actual – SLA). This is done as a fraction of the actual Property service hours (hours outside of service hours are not included).	The value will be a negative number if the request response is On-Time and positive if it is Overdue. The value will be BLANK if there is no applicable SLA.
Actual Completion- Hrs	Calculated when status that has a flag of Closed or Work Complete is set. The difference between the request create/start date and the date/time of change to a status with a flag of Closed or Work Complete. NOTE: depending on configuration, the complete date may also be manually set to a specific date/time (Act Complete Date – Start Date). This is done only for hours that correspond with actual Property service hours (hours outside of service hours are not included).	The value will always be BLANK if the Act Completion Date is blank.
SLA Completion- Hrs	Calculated when there is a change in status of the work order to a status with a flag of Closed or Work Complete. The difference between the Actual Completion date/time and calculated SLA Completion date/time (Actual – SLA). This is done as a fraction of the actual Property service hours (hours outside of service hours are not included).	The value will be a negative number if the request completion is On-Time and positive if it is Overdue. The value will be BLANK if there is no applicable SLA.
Actual Response Days	Value of the Actual Response Hours divided by the total service hours of the property.
SLA Response Days	Value of the SLA Response Hours divided by the total service hours of the property.
Actual Completion Days	Value of the Act Completion Hours divided by the total service hours of the property.
SLA Completion Days	Value of the SLA Completion Hours divided by the total service hours of the property.
Est Response Date	Calculated response date based on configuration.
Actual Response Date	Actual date of first response (where status wasn't equal to OPEN). NOTE: For labor based calculations it is the earliest START of a labor record associated with the request.
Est Completion Date	Calculated completion date based on configuration.
Act Completion Date	Actual date of first completion (where status had a flag of closed or work complete. NOTE: For labor based calculations it is the latest completion of a labor record associated with the request.
Service Hours in a Day	Total service hours in a day at the property level
Response Past Due?	Yes / No value indicating if a response was past due (compare of actual response to calculated response)
Completion Past Due?	Yes / No value indicating if a completion was past due (compare of actual response to calculated response)
Ever On Hold?	Flag indicating if a work request was ever on hold. On Hold statuses can be excluded from specific reports.
SLA Open-Days.	Date/time of the report run less the create/start date of any open request.
Exclude from SLA Reporting	Yes / No value indicating whether the request was included or excluded from SLA calculations.
SLA Changes	Number of times the SLA was overwritten.

Response Time – General

The SLA Overdue Work Orders report lists overdue work requests.

Note:

All SLA Service Hour calculations either exclude or include weekends based on how the property service hours are configured.

Work orders are included in this report if:

the work order status is Not Closed or Work Complete
the estimated completion date is not NULL
the estimated response date and time occur before the report is run

The results include:

Request ID – Work order number as assigned by the system during initial entry
Ref WO – Optional external work order number given by the client and entered manually (sometimes used as an optional Find criteria)
Property – As selected during initial entry
Space – As selected during initial entry
Type – As selected during initial entry
SubType – As selected during initial entry
Priority – As selected during initial entry (may be used to determine the SLA Response and SLA Completion times)
StatusCurrent status of the work order (SLA Act Response is calculated based upon the first update to this value)
Assigned To – Assigned to employee
Start Date – Date that the work order was automatically assigned (or entered for a future Start Date) during entry
SLA Hours in Day – This value is set by Property using the SLA Service Hours Date Range

For information about the additional columns listed in this report, see Additional Columns.

SLA Performance by Property

The SLA Performance by Property report aggregates metrics related to completion time and general performance by property.

This report provides information on all work orders, but calculations are based only on Completed requests. For information about the calculation logic used on the report, see SLA Estimated Response & Completion - Calculate Times.

The results include:

Property – name of the property (will appear if the total number of work orders for the property is greater than zero)
Total SLA Completed – the total number of closed work orders that have an SLA assigned
Avg Actual Response – the average actual response time in SLA Days and fraction thereof
Avg Actual Completion – the average actual completion time in SLA Days and fraction thereof
% Completed On-Time – the percentage of SLA-applicable completed work orders that were ON-TIME
% Completed Past Due – the percentage of SLA-applicable completed work orders that were PAST DUE
% Completed Same Day – the percentage of all completed work orders that were completed on the same calendar day as the work order Start Date
Total WOs – the total number of work orders requested
Total Completed – the total number of work orders with a status of Complete or Work Complete
Completed Avg/wk – the total number of completed work orders divided by the number if weeks as calculated by the Date Requested Range selected
Total Labor Hours – the total number of labor hours entered for each work order
AVG Labor Hours/WO – the total number of labor hours divided by the number of work orders with a status of Complete or Work Complete
AVG Cost/WO – the total amount of labor hour costs divided by the number of work orders with a status of Complete or Work Complete

SLA Performance by Employee

The SLA Performance by Employee report aggregates metrics related to completion time and general performance by employee.

All data in this report is based on the employee a work order was last assigned to. This report is most useful when requests are typically assigned to one and only one person within an organization. For information about the calculation logic used on the report, see SLA Estimated Response & Completion - Calculate Times.

The results include:

Employee – name of the employee (will appear if the total number of work orders, including closed work orders, currently assigned to the user is greater than zero)
Company – the employee's company
Total SLA Completed – the total number of closed work orders that have an SLA assigned
Avg Actual Response – the average actual response time in SLA Days and fraction thereof
Avg Actual Completion – the average actual completion time in SLA Days and fraction thereof
% Completed On-Time – the percentage of SLA-applicable completed work orders that were ON-TIME
% Completed Past Due – the percentage of SLA-applicable completed work o% Completed Same Day – the percentage of all completed work orders that were completed on the same calendar day as the work order Start Date
Total WOs – the total number of work orders requested
Total Completed – the total number of work orders with a status of Complete or Work Complete
Completed Avg/wk – the total number of completed work orders divided by the number if weeks as calculated by the Date Requested Range selected
Total Labor Hours – the total number of labor hours entered for each work order
AVG Labor Hours/WO – the total number of labor hours divided by the number of work orders with a status of Complete or Work Complete
AVG Cost/WO – the total amount of labor hour costs divided by the number of work orders with a status of Complete or Work Complete

SLA Compliance

The SLA Compliance report lists compliance for response, completion, and an aggregate of both response and completion. This report is primarily used by installations that set completion and response based on labor versus status. This report is not automatically available at all installations; your system administrator may need to grant you access to it.

All query criteria used in this report are similar to that used in the Response Time – Detailed report. To include Region and Sub Region information in this report, select Yes in the Include External Data field.

The results include:

Request ID – Work order number as assigned by the system during initial entry
Ref WO – Optional external work order number given by the client and entered manually (sometimes used as an optional Find criteria)
Property – As selected during initial entry
Space – As selected during initial entry
Type – As selected during initial entry
SubType – As selected during initial entry
Priority – As selected during initial entry (may be used to determine the SLA Response and SLA Completion times)
Status– Current status of the work order (SLA Act Response is calculated based upon the first update to this value)
Assigned To – Assigned to employee
Origination Code – Indicates where the work request originated
Start Date – Date that the work order was automatically assigned (or entered for a future Start Date) during entry
Est Response Date – Calculated response date based on configuration
Act Response Date – Actual date of first response (status does not equal OPEN); for labor based calculations it is the earliest start of a labor record associated with the request

Response Compliance (Rules for setting)

Evaluation Criteria. IF… SLA Response Status

Est. Response Null No SLA

Exclude SLA Response = YES Excluded

Est. Response >= to Act. Response On Time

Est. Response < Act. Response Overdue

Est. Response not Null, Act. Response = Null Pending

Est Completion Date – Calculated completion date based on configuration
Act Completion Date – Actual date of first completion (status equals Closed or Work Complete); for labor based calculations it is the latest completion of a labor record associated with the request

Completion Compliance

Evaluation Criteria. IF… SLA Completion Status

Est. Completion Null No SLA

Exclude SLA Complete = YES Excluded

Est. Completion >= to Act. Completion On Time

Est. Completion < Act. Completion Overdue

Est. Completion not Null, Act. Completion = Null Pending

Overall Compliance

Response and Completion Overall Status

If any value is Excluded Excluded

If any is Pending and the other is not Excluded Pending

BOTH No SLA No SLA

One value On Time & the other is any one of the following: On Time or No SLA On Time

One value is Overdue and the other is any one of the following: Overdue, On Time, No SLA or Pending Overdue

Evaluation Criteria. IF…	SLA Response Status
Est. Response Null	No SLA
Exclude SLA Response = YES	Excluded
Est. Response >= to Act. Response	On Time
Est. Response < Act. Response	Overdue
Est. Response not Null, Act. Response = Null	Pending

Evaluation Criteria. IF…	SLA Completion Status
Est. Completion Null	No SLA
Exclude SLA Complete = YES	Excluded
Est. Completion >= to Act. Completion	On Time
Est. Completion < Act. Completion	Overdue
Est. Completion not Null, Act. Completion = Null	Pending

Response and Completion	Overall Status
If any value is Excluded	Excluded
If any is Pending and the other is not Excluded	Pending
BOTH No SLA	No SLA
One value On Time & the other is any one of the following: On Time or No SLA	On Time
One value is Overdue and the other is any one of the following: Overdue, On Time, No SLA or Pending	Overdue