The Service Point Performance reports shall give information about the time spent at different Service Points on different parts of the Visit transactions.

The following sections are available for the creation of Service Point Performance reports together with the following general sections: Branch, Date, Staff, and Time.

There is a number of time stamps used to define the different time periods for a Service point session.

• When a Service Point is opened, a Service Point session is started. The time stamp is called session_start_ts below.

• When a Visit transaction is called to a Service Point, a Service Point transaction is started. The timestamp is called session_start_transaction_ts.

• Optionally, after serving the Customer, the staff can perform a wrapup. The time stamp is named session_wrapup_ts.

• After serving the current Service, the staff will end the transaction, recycle the transaction, or transfer the Service to a Queue, Service point pool or user pool for further Service. The time stamp is named session_end_transaction_ts.

• When the Service Point is closed, the Service Point session is ended. The time stamp is called session_end_ts below.

The following definitions are used in statistics regarding different time periods

total time = session_end_ts – session_start_ts

serving time = sum of all (session_end_transaction_ts – session_start_transaction_ts)

wrapup time = sum of all (session_end_transaction_ts – session_wrapup_ts)

idle time = total time – serving time

In Analysis Reports, the time periods will be shown formatted as hh:mm:ss.