Requests by Hour of the Day Report Description

Purpose

The Requests by Hour of the Day Report is used to gauge request flow and response to requests hour by hour. Unlike the Response Time Exception report, this report does not include a goal. The report may be generated at longer intervals, including selected days of the week over a period of time. It can be generated to see activity at 60, 30, and 15 minute intervals. This helps to target volume.

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).

Only transport jobs whose latest status is Completed, Cancelled, or Rescheduled are included in the report. Some transport jobs identified as outliers are excluded. For descriptions of transporter employee status definitions (such as Dispatched), see Employee Status Definitions.

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 of the Day	The hour of the day.
Requests/Calls	The total number of transport jobs whose status became Pending in this time interval.
Number of Completed Requests-Total	The total number of transport jobs that were completed, cancelled, or rescheduled during this time interval.
Number of Completed Requests-C/R	The total number of transport jobs that were cancelled or rescheduled during this time interval.
Number of Completed Requests-O/L (Outliers)	The total number of transport jobs that were completed during this time block and that fall into the outlier category in this time interval.
Number of Completed Requests-Net	The total number of completed requests minus the outliers.
Average Number of Employees Working	Average number of employees (transporters) who are signed in to the IVR or TransportTracking™ application during this time interval per day for all of the days in the selected date and time range.
Average Response Time	Average time from the start of Pending status to the start of In Progress status for this time interval (excluding outlier jobs that were completed in under or over the expected time). Only jobs whose status became In Progress during this time interval are included.
Average Transport Time	Average time from the start of In Progress status to the start of Completed status for this time interval (excluding outlier jobs that were in In Progress-to-Completed time for 100 minutes or more and jobs that were cancelled or rescheduled after In Progress status began. ). Only jobs whose status became Completed during this time interval are included.
Average Total Trip Time	Average time from the start of Pending status to the start of Completed status for this time interval (excluding outlier jobs that were in In Progress-to-Completed time for 100 minutes or more or that were completed in under or over the expected time). (Outlier values are configured in the Admin Tool or Admin > Settings > Capacity Management component.) Only jobs whose status became Completed during this time interval are included.