Orchestra Business Intelligence User Console Basics : Business Intelligence Calculations : Delivered Services
  

Delivered Services

The Delivered Services reports shall give information about the Delivered Services that can be added to a Visit transaction. A Delivered Service has an optional outcome.
Delivered Services are handled and inserted in statdb as a part of the Visit to which they were added.
The following sections are available for the creation of Delivered Service reports, together with the General sections: Branch, Date, Staff, and Time.
Day filter
Name
Description
Day
Relative date selection
 
 
Service
The Service information is from the Visit transaction where the delivered Service was added.
Name
Description
Queue Type
The Queue type of the Delivered Service Queue. One of QUEUE, SERVICE_POINT, STAFF_POOL, STAFF_QUEUE
Queue Name
The configured name of the Queue from which the Visit transaction to which the Delivered Service was added, e.g.” Queue A”
Service Name
The configured name of the Service for the Visit transaction to which the Delivered Service was added, e.g.” Service A”
Visit
Name
Description
Delivered Service Name
The configured name of the Delivered Service.
Outcome Name
The configured name of the Outcome for the Delivered Service.
Service Point Name
The configured name of the Service point where the Delivered Service was added.
 
Measures/Metrics
• A Visit transaction starts when the Service is entered into a Queue (see Visits above). The time stamp is called visit_transaction_create_ts below.
• The Visit transaction is then called to a Service point. The time stamp for this is called visit_transaction_call_time below.
• A delivered Service starts when the Visit transaction is called to a Service point or when the previous delivered Service is added to the Visit. The time stamp is called delivered_service_start_ts below (for the first Delivered Service added to the Visit transaction this time stamp is the same as visit_transaction_call_ts above).
• The Delivered Service ends when the Delivered Service is added to the Visit transaction. The time stamp is called delivered_service_end_ts
 
waiting time = visit_transaction_call_ts – visit_transaction_create_ts (Deprecated in Orchestra 5.3)
transaction time = delivered_service_end_ts – delivered_service_start_ts
In Analysis Reports the time periods will be shown formatted as hh:mm:ss.
Name
Description
Transaction Time, Average
The average delivered service transaction time.
Count
The number of times the delivered service was delivered.
Transaction Time, Total
The total delivered service transaction time.
TTD 1 (0–3 min)
The number of Customers with a transaction time from and including 0 but less than 3 minutes.
TTD 2 (3–6 min)
The number of Customers with a transaction time from and including 3 but less than 6 minutes.
TTD 3 (6–9 min)
The number of Customers with a transaction time from and including 6 but less than 9 minutes.
TTD 4 (9–12 min)
The number of Customers with a transaction time from and including 9 but less than 12 minutes.
TTD 5 (12–15 min)
The number of Customers with a transaction time from and including 12 but less than 15 minutes.
TTD 6 (15- min)
The number of Customers with a transaction time from and including 15 minutes.