Response Time Exceptions Report
Purpose
The Response Time Exceptions Report displays employee performance information and the number of transport jobs that are in Completed and Pending status by the hour. This data allows transport departments to observe trends and determine which trends might hinder the accomplishment of department goals. The report can help departments compare current staffing to volume of requests and analyze staffing needs. It is helpful to run this report for a single day. Outlier transport jobs are not included in this report.
Description
Only data related to transport jobs with origins and/or destinations within the membership of the user who generated the report appears.
The report displays only records associated with employees or transporters selected in the report criteria whose membership is within the membership of the user who generated the report. If the user who generated the report has a variable membership, then the user's current membership is used to determine the employee (or transporter) list.
If no individual employees or transporters, or employee categories were selected in report criteria, then the report displays records associated with all employees or transporters whose membership is within the membership of the user who generated the report.
Only employees or transporters who meet the membership criteria listed above and who meet the following criteria appear on the report:
If the employees or transporters have variable membership (or no membership has been designated for them), then their base unit must be within the membership of the user who is generating the report.
Employees or transporters must have:
A base location base unit that is associated with the campus selected in the report criteria.
The Transporter Call Flow (Responsible for Executing Transport Jobs) permission. Supervisors who have the Transporter Call Flow permission may be included.
A valid, saved TransportTracking™ assignment type (fixed, fixed & exclusive, variable, all, or none).
Performed an action through the IVR or the TransportTracking™ application during the date range selected in the report criteria (for example, signing in or signing out of the IVR or TransportTracking™ application).
Transport jobs identified as outliers are not included in this report. You may choose to exclude cancelled and rescheduled transport jobs from this report. For descriptions of transporter employee status definitions (such as Dispatched),
Note: Dates and times appear in the format configured in the Admin Tool component or in Admin > Settings > Capacity Management. For example, dates might appear in dd/mm/yyyy format (07/05/2016 is May 7, 2016) and times might appear in twenty-four-hour format (16:00 is 4 PM).
The following information is displayed on the report.
Name | Description |
Hour | The hour of the day. |
Emps (Employees) | Number of employees on duty each hour. |
Number of Dispatches | Number of times employees went in to any Dispatched state in each hour. Excluding cancelled or rescheduled jobs from the report does not affect the number of dispatches shown. The number will be the same whether or not cancelled or rescheduled jobs are excluded. |
Total Logged in Minutes | Cumulative amount of minutes in each hour that employees were signed in and available for work for the date and time range selected (including Break, Unscheduled Break, and Available status). |
Productive Minutes | Cumulative amount of minutes in each hour that employees were in any Dispatched or In Progress status for the date and time range selected. |
Productive % | Productive Minutes / Total Logged in Minutes (Percentage of time spent working on a transport job) |
Break/Lunch Minutes | Cumulative amount of minutes in each hour that employees were in Break, Unscheduled Break, or Lunch status for the date and time range selected. |
Break/Lunch % | Percentage of available time that employees were in Break, Unscheduled Break, or Lunch status for the date and time range selected. Calculation is (Break + Unscheduled Break + Lunch)/Total Logged in Minutes. |
Avail Minutes | Cumulative amount of minutes in each hour that employees were in Available status for the date and time range selected. |
Avail % | Percentage of time that employees were in Available status for the date and time range selected. Calculation is Available Minutes / Total Logged in Minutes. |
Total Requests | Total number of transport jobs that went into Pending status during the hour. |
Response Time Over <Goal Response Time> Minutes Count | Number of transport jobs within the hour where the response time (average of Pending-to-In Progress time for all transport jobs within the hour except outliers) exceeds the goal response time. If Pending-to-In Progress time spans the hour (for example, Pending at 9:50 and In Progress at 10:01), then the calculation uses the hour in which the In Progress status started and includes transport jobs that were cancelled or rescheduled after the status was In Progress. For jobs that were cancelled or rescheduled before In Progress status started, the cancel or reschedule time is used as the end point in response time calculations. |
Response Time Over <Goal Response Time> Minutes Count % | Response Time Over <Goal Response Time> Minutes Count / Total Requests |
Average Response Time | Average response time (in minutes) for all transport jobs within the hour (excluding outliers). If Pending-to-In Progress time spans the hour (for example, Pending at 9:50 and In Progress at 10:01), then the calculation uses the hour in which In Progress status started and includes transport jobs that were cancelled or rescheduled after the status was In Progress. For jobs that were cancelled or rescheduled before In Progress status started, the cancel or reschedule time is used as the end point in response time calculations. |
Standard Deviation | The standard deviation of the average response time. |