Response Time Detail
Response Time Detail
Response Time Detail
Module: Account Management
Overview
Use the Response Time Detail report to generate detail of monitoring events that includes Agent username, CID (Customer Identification Number), Priority, Take/Acknowledgement Time, and Incident number.
To access this report, select Response Time Detail (report #2199) from the main menu of SBN.
The Response Time Detail Report
This window contains two panes: use the upper pane to define the content of the report; use the lower pane to define the job output - how, when, and where you want to print the report.
Note: See Report Parameters Pane for information on the fields in the lower pane, which are the same in every report.
Field Descriptions
The following table describes the fields used in the upper pane of the Response Time Detail:.
Field |
Description |
Period |
|
Date - From (No label) |
You may select a range of dates to limit the report to monitoring events that occurred within the range. Select the beginning date of the range. O If you leave this field blank, SBN defaults to the current day. O This report displays data based on the report user’s time, as defined in the user’s Misc. Profile. |
Time - From (No label) |
You may select a range of time to limit the report to monitoring events that occurred within the range. Select the beginning time of the range. O If you leave this field blank, SBN defaults to 00:00 (midnight). O This report displays data based on the report user’s time, as defined in the user’s Misc. Profile. |
Date
- To |
You may select a range of dates to limit the report to monitoring events that occurred within the range. Select the ending date of the range. O If you leave this field blank, SBN defaults to the current day. O This report displays data based on the report user’s time, as defined in the user’s Misc. Profile. |
Time
- To |
You may select a range of time to limit the report to monitoring events that occurred within the range. Select the ending time of the range. O If you leave this field blank, SBN defaults to 00:00 (midnight). O This report displays data based on the report user’s time, as defined in the user’s Misc. Profile. |
Mins / Div |
You must type the time division, in minutes, for the report. For example l To report statistics for each hour, type l To report statistics for an entire day, type |
Dealer |
You may select a dealer ID to limit the report to monitoring events for accounts associated with that dealer ID. (This menu originates from program #1537.) O If you leave this field blank, the report includes all dealer IDs that meet other report parameters. |
Inc Report Parameters |
Select this check box to include a cover page listing the report parameters when sending the report by email. |
Prio Level 1 |
You must type the highest priority to include in Priority Level 1. For example, to include all signals with priorities of 1 - 17, type in this field. |
Prio Level 2 |
You must type the highest priority to include in Priority Level 2. For example, to include all signals with priorities 18 - 40, type in this field. O This field starts at the next priority above the one typed in Prio Level 1. |
Prio Level 3 |
You must type the highest priority to include in Priority Level 3. For example, to include all signals with priorities 41 - 99, type in this field. O This field starts at the next priority above the one typed in Prio Level 2. |
Running and Viewing a Report
For information on running and viewing a report, see Common Functions in SBN.
Report Example
The following graphic shows an example of the output of the Response Time Detail.
Column Descriptions
The following table describes the columns used in the output of the report.
Column |
Description |
Agent Username |
The name of the user that take/acknowledged the incident |
CID |
This is the customer identification number |
Priority |
The Priority of the incident that was take/acknowledged |
Incident number |
The incident number of the signal that was taken or acknowledged. |
Button Functions
The following table displays the buttons, describes the shortcut keys, actions, and functionality.
Button |
Name |
Shortcut Key |
Action |
Description |
|
Recurring |
Alt+F1 |
1981 |
Open fields for recurring/template reports. |
|
Exit |
Esc |
1981 |
Exit without saving. |
|
Save |
Enter |
1981 |
Save existing record. |
Modifications and Updates to Response Time Statistics
The following table lists modifications and updates to the Response Time Statistics document.
Mod Number |
Date |
Description |
08.93.12294, 07.93.27116, 08.93.12278, 07.93.27098 |
01/19/23 |
Added new report for Response Time Detail |
Response Time Detail
Type topic text here.