Generating FSE Utilization Report
Field Support Engineer (FSE) Utilization Report helps the support manager to monitor how much time support engineers spend on customer or non-customers issues. The report is generated as a csv file. In general, the FSE Utilization report serves two main functions:
Utilize support team resources as efficiently as possible.
Help support managers in assessing the efficiency of support team operation.
FSE Utilization Report
To download the FSE Utilization Report :
Open Employee table in CRM application.
On the Actions menu, select Download FSE Utilization Report.
Specify the Date From and Date To to download all FSE activities within the specified date range.
Download FSE Utilization Report Window
Select Ok.
Post Condition:
The FSE Utilization Report will be downloaded and saved to your local drive.
Columns or Metrics in the FSE Utilization Report
Column Name |
Description |
|---|---|
Total Time (hours) |
The rounded total working hours from Case Entries and Account Visit Travel Entries. |
Time Spent at Customer Sites |
The total hours taken from case entries linked to account visit. |
%TSCS (Time Spent at customer sites) |
The portion of the total time spent at a customer site as a percentage. |
Time Spent Doing Remote Customer Support |
The total hours taken from the Customer case entries not linked to the Account Visit table. |
%TSDRCS (Time spent doing remote support) |
The portion of the time spent doing remote customer support as a percentage. |
Time Assigned to Non-Customer Activity |
The total hours taken from the case entries other than Customer (Academic) and Customer (Industry). |
%TATNCA (Time assigned to Non customer activity) |
The portion of the time assigned to non-customer activity as a percentage. |
Time Spent Traveling |
The total Travel Time (hours) taken from Customer cases linked to the Completed account visit travel entries. Note In case of an account visit linked to multiple cases, select one of them. All Travel Time (hours) will be reflected in the Account Visit Travel Entries table in the Related table. |
%TST (Time Spent Traveling) |
The portion of the time spent traveling as a percentage. |
Day Spent at Customer Sites |
The total day of visited places. |
Average Number of Customers Visit Per Week |
The Day Spent at Customer Sites divided by the total number of weeks in the query. |
Average Travel Time per Visit |
The Time Spent Traveling divided by the Day Spent at Customer Sites. |
% Working Days (Non-PTO, Non-Holiday) Visiting at Least One Customer |
The proportion of days where the FSE visited a customer. The total number of days available excludes PTO and Holidays. |
Average Number of Hours per Day, per Visit |
The total time Spent at Customer Sites divided by the Day Spent at Customer Sites (day). Note If there are multiple visits on the same day, count them as one day. |
Note
Some factors, such as the differences in working days in different countries and PTO taken by the employee, may affect the result.