Fieldcode Manual

Tip: You can use filters for better results

The predictive Forecasting component gives you far-reaching insights to take the right business decisions in advance.
It directly can assist you in the process of taking crucial business-changing actions.

What is the particular purpose of the Forecasting Report?
With the help of the Forecasting Report, you gain valuable insights regarding the distribution of dispatch groups and devices, development of work times, development of utilization, development of productivity, development of influencing factors, total ticket trends, and practical estimations for headcount developments and estimations for headcount developments with a configured productivity goal in mind. 
You can form the base model to push the forecasting precision and experience even further.

Who benefits most from the Forecasting Report?
These person groups can benefit most from the Forecasting Report:
Managers, bosses, company leaders, HR, and long-term decision-takers.

The Forecasting Report is best suited to bosses and company leaders who keep track of general long-term business ongoings and who take major decisions (eg. operational decisions). With the Forecasting results they can go then to group managers, SDMs, etc., and tell them how to work with the results.

What is the difference between IN and OUT tabs?
The IN tabs display a statistical analysis of different parameters.
The OUT tabs build even more valuable forecasting data for your business with the help of prediction parameters and scores that are provided to the system (base model, target points). These parameters can easily be adjusted and configured inside the Fieldcode Admin Panel (coming later!) and take into consideration a lot of different influencing factors (eg. Annual Intervention Rate, Seasonal Variations, Lead Pipeline Intervention Rates, and other influencing factors).

How is the “Utilization” calculated?
Time spent on working (drive time + work time) compared to all available time in standard 8h working time.

How is the “Productivity” calculated?
Amount of points collected by engineer compared with productivity goal.
The productivity of a particular dispatch group is calculated with the help of the average productivity of its members.

The base model tab displays the productivity targets, the scoring system, and the business development:

Target for technicians

  • Every technician should reach a hundred points working on tickets every day
  • The overall productivity goal of a dispatch group is defined by 8% due to administrations and organizational overhead, absences, no-show, etc.
  • Goals are customizable!

Travel zones

  • Driving durations are a fundamental part of the productivity calculation
  • Each travel zone is defined by minimal/maximal driving duration
  • Travel zones are meant to be “one-way” as each route in Fieldcode is standing on its own. The method of operation is customizable.
  • Additional travel zones can be added and points are subject to be adjusted.

Point distribution

  • Productivity is calculated based on points earned by the technician when working on tickets
  • Points are subject to be defined for each device category an/or for every ticket category
  • Changes are possible at any time and will be retroactively reflected in all calculations

Business indicators

  • First thing to consider: Business development is not a constant.
  • Business indicators are defined based on device category for a monthly period or dispatch group
  • All values can be adjusted at any time in order to react to current developments
  • Changes to the business indicators automatically trigger the recalculation and updating of the forecast
  • The values always reflect a percentage for the change in intervention rate based on the respective category and as such will adjust the estimated baseline intervention rate

Business indicators - bullet points

The following below mentioned business indicator can be taken into consideration by default.
Business indicators can alternatively calculated dynamically using volume data for the individual indicators (based on AIR rate and installed base).

  • Intervention rate (mandatory)
    -> Baseline intervention rate (AIR=Annual Intervention rate)
  • Deals won (optional)
    -> Percentage change in intervention rate due to deals won that have an impact in the estimation period (12 months window)
  • Lead pipeline intervention rate (optional)
    -> Percentage change in intervention rate due to estimable lead pipeline conversions affecting the estimation period
  • Known issue rate (optional)
    -> Percentage change in intervention rate caused by known issues, like e.g. defective parts, impacting the estimation period
  • Seasonal variations (optional)
    -> Percentage change in the intervention rate caused by seasonal fluctuations, such as weather conditions, vacation times, etc. which have an impact during the estimation period
  • Other influences (optional)
    -> Additional metric as percentage change in intervention rate to account for all other factors affecting the estimation period

The development criteria tab displays you a forecast of influencing factors.

  • You can check upcoming influencing factors and how strong they will affect development. You are able to configure the influencing factors, which are:

    • Deals Won
    • Lead Pipeline
    • Seasonal variations
    • Annual Intervention Rate (AIR)
    • Other
  • Quarterly presentation with details on the individual criteria.

  • Year filter

  • Device Category filter

  • Development criteria for filter

What is the particular purpose of this report?
Overview of influencing factors that affect business development.
You can customize influencing factors like
Known issues, Deals Won, Lead Pipeline, Seasonal Variations, Annual Intervention Rate, and others.

What information can you get out of this particular report?
High-Level estimates regarding influencing factors that will affect the future business.

What does all the information stand for and how to read it?
Weighted points are used as units. The weight can be adjusted individually.

Which related reports might be taken into consideration to get a more clear/more detailed picture of the information?
All other reports which are inside the Forecasting tab.

How can the report be customized using filters?
You can filter by months and years.
You can filter by
device category or device categories.
You can filter by
account.
You can combine all three filters as necessary.

The distribution tab displays an overview of the current composition and development of various dispatch groups. It is also capable to display statistics of partners.

  • You can check your dispatch group headcount. The different colored bars indicate the following:

    • Orange: Engineers actually doing tickets (calculated average)
    • Dark green: Maximum dispatch group size
    • Red: Average headcount
  • Detail view displaying the following data points:

    • Ticket count: Processed ticket amount of selected dispatch group for selected period
    • Internal ticket count
    • Partner ticket count
    • Average internal ticket duration
    • Escalation and VIP count
    • Timezone where the selected dispatch group operates within
  • Year filter

  • Dispatch group filter

What is the particular purpose of this report?
Learning more about the distribution of a group or certain groups.

What information can you get out of this particular report?
A comparison between the maximum dispatch group size and different engineers doing tickets (average).
You can compare different dispatch groups together and comprehend the headcount (average) compared to another group or groups.

Which related reports might be taken into consideration to get a more clear/more detailed picture of the information?
All other reports inside the Forecasting tab.

How can the report be customized using filters?
You can filter by months and years.
You can filter by a dispatch group or more dispatch groups.
You can combine the months/years filter with the dispatch groups filter.

The work times tab displays insights on work time, drive time, and utilization by date:

  • The utilization line indicates the utilization trend in percent.

  • You can also check the engineer time spent on work compared to driving times (in hours) for each selected date individually.

  • Detail view displaying details on average work times (in minutes) per device & ticket category.

  • The work time separated by device (in percent).

  • Dispatch group filter

  • Year/Month filter

What is the particular purpose of this report?
Finding out more about the utilization of a dispatch group or dispatch groups in a time trend view.

What information can you get out of this particular report?
A comparison of the utilization for a dispatch group or dispatch groups by month. A month displays also the relation between work times (h) and drive time (h).

What does all the information stand for and how to read it?
Utilization by date: Time spent on working (drive time + work time) compared to all available time in standard 8h working time.

Which related reports might be taken into consideration to get a more clear/more detailed picture of the information?
All other reports which are inside the Forecasting tab.

How can the report be customized using filters?
You can filter by months and years.
You can filter by a dispatch group or more dispatch groups.
You can combine the months/years filter with the dispatch groups filter.

The utilization tab displays an time course of the utilization of dispatch groups:

  • The time spent working on tickets compared to contractual working hours (in percent).

  • Displays the average number of technicians in a dispatch group (left), average utilization of dispatch group (middle), and count of escalations and VIP tickets (right).

  • Displays the overall utilization of selected dispatch groups compared to the ticket count.

  • Dispatch group filter

What is the particular purpose of this report?
Learning more about the utilization of a dispatch group or dispatch groups in a time trend view.

What information can you get out of this particular report?
A comparison of the utilization for a dispatch group or dispatch groups by month.
A month displays the utilization percentage compared to other select
ed groups

What does all the information stand for and how to read it?
Utilization by group: Time spent on working (drive time + work time) compared to all available time in standard 8h working time.

Which related reports might be taken into consideration to get a more clear/more detailed picture of the information?
All other reports which are inside the Forecasting tab.

How can the report be customized using filters?
You can filter by a dispatch group or more dispatch groups.

The productivity tab displays productivity indicators and the time course of dispatch groups and individual engineers:

  • Average productivity based on the device, the ticket category, and the travel zone of chosen dispatch group and time period. 

  • Ticket category distribution for chosen dispatch groups.

  • Device distribution of engineers of chosen dispatch group and time period.

  • Year/Month filter

  • Dispatch group filter

What is the particular purpose of this report?
Learning more about the average productivity per dispatch group and finding out more about the average amount of tickets per day per group or groups and how they are split by category.

What information can you get out of this particular report?
A comparison of different dispatch groups and an estimate of how productive each group is. You can also check if groups hit the Productivity goal. The average productivity out of your selected groups is also calculated. You can also find the ticket amount per group split by ticket category in the middle chart.
In the bottom view, you can find the ticket amount by a particular engineer.

What does all the information stand for and how to read it?
Average productivity per dispatch group: Amount of points collected by engineer compared with productivity goal. The productivity of a particular dispatch group is calculated with the help of the average productivity of its members.

Which related reports might be taken into consideration to get a more clear/more detailed picture of the information?
All other reports which are inside the Forecasting tab.

How can the report be customized using filters?
You can filter by months and years.
You can filter by a dispatch group or more dispatch groups.
You can combine the months/years filter with the dispatch groups filter.

The device distribution tab displays the proportion of tickets per device category processed by the dispatch groups:

  • Amount of tickets processed of each device category for the selected dispatch groups and the selected time period.

  • Share in percent compared to the total share of the selected dispatch group for each of the available device categories.

  • Ticket count in percent compared to the total ticket count for the selected dispatch group in each of the available device categories.

  • Dispatch group filter

  • Device filter

  • Year/Month filter

What is the particular purpose of this report?
Finding out more about the amount of tickets processed for each device category.

What information can you get out of this particular report?
In the middle view, you can see the number of tickets processed in each device category for the selected dispatch groups and time periods.
In the left-bottom view, you can see the share in percent compared to the total share for the selected dispatch group in each of the available device categories.
In the right-bottom view, you can see the ticket count in percent compared to the total ticket count for the selected dispatch group in each of the available device categories.

What does all the information stand for and how to read it?
Total ticket amount: Amount of all tickets for the group.
Device ticket amount
: Amount of all tickets for a particular device in comparison to other devices for the group.

Which related reports might be taken into consideration to get a more clear/more detailed picture of the information?
All other reports which are inside the Forecasting tab.

How can the report be customized using filters?
You can filter by dispatch group or dispatch groups.
You can filter by device or devices.
You can filter by
months and year.
You can combine all three filters as necessary.

The total ticket trend tab assists in understanding general ticket trends (with partners included).

  • The number of tickets in the last 6 months.

  • The total ticket trend in general (in percent).

  • The last years ticket count compared to the total.

  • The ticket count for particular dispatch groups, the ticket trend and the total ticket trend in percent separated in detail by device and group in a number view.

  • Year filter

  • Device filter

  • Dispatch group filter

What is the particular purpose of this report?
Overview of the overall ticket trend (with partners included).

What information can you get out of this particular report?
In the top-left chart, the total ticket amount in numbers from the last 6 months or less is displayed.
In the
top-right chart, the predicted total ticket trend is displayed in numbers.
The ticket percentage is also displayed to comprehend trend changes.
An estimate of total numbers is also displayed with a darker color.

What does all the information stand for and how to read it?
Numbers are used as units. The number stands for tickets.

Which related reports might be taken into consideration to get a more clear/more detailed picture of the information?
All other reports which are inside the Forecasting tab.

How can the report be customized using filters?
You can filter by year.
You can filter by
device or devices,
You can filter by
dispatch group or dispatch groups.
You can combine all three filters if necessary.

  • Headcount estimation based on current engineer count while achieving current efficiency and productivity goals. The partner headcount impact is also displayed.

    • MIN: Minimum required engineers for next 12 months in order to continue to maintain current productivity and efficiency.
    • AVG: On average required engineers for next 12 months in order to continue to maintain current productivity and efficiency.
    • MAX: Maximum engineers for next 12 months in order to continue to maintain current productivity and efficiency.
  • Headcount estimation based on current engineer count while achieving current efficiency and productivity goals. The partner headcount impact is also displayed.

    • MIN: Minimum required engineers for next 12 months in order to continue to maintain current productivity and efficiency.
    • AVG: On average required engineers for next 12 months in order to continue to maintain current productivity and efficiency.
    • MAX: Maximum engineers for next 12 months in order to continue to maintain current productivity and efficiency.
  • Dispatch group filter

  • The Select all partners toggle lets you select all partners for matching selected dispatch groups (context-based).

  • Partner filter

  • Headcount estimation based on current engineer count while achieving current efficiency and productivity goals. The partner headcount impact is also displayed.

  • Headcount needed per device.

  • Ticket forecast per group and device.

    • MIN: Minimum required engineers for next 12 months in order to continue to maintain current productivity and efficiency.
    • AVG: On average required engineers for next 12 months in order to continue to maintain current productivity and efficiency.
    • MAX: Maximum engineers for next 12 months in order to continue to maintain current productivity and efficiency.
    • Current productivity
    • Work efficiency
    • Utilization
  • Dispatch group filter

  • The Select all partners toggle lets you select all partners for matching selected dispatch groups (context-based).

  • Partner filter

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