KPI (Key performance indicator)
It is a measurable value that demonstrates how effectively a service for an order is achieving its objectives.
In Planon ProCenter, for SLA on orders, you have the following KPIs:
• Time to respond (TTR) - The time required to react to an order.
• Time to attend (TTA) - The time required for a tradesperson to be on site to investigate/fix the problem.
• Time to fix (TTF) - The time required to provide a solution. The solution can be temporary or permanent.
• Time to complete (TTC) - The time within which the order should be completed.
 | TTA and TTF can be defined only for external SLAs. |
The score on a KPI is calculated by comparing the time allowed (requested TTR/TTA/TTF/TTC), as defined by the priority on the SLA with the actual TTR/TTA/TTF/TTC as entered on the order.
| | For every KPI, the time allowed can be defined by selecting its priority in minutes/hours/days/months. |
The KPIs are determined on the basis of mutual agreement by selecting a priority with an empty period. In this case, the requested KPIs can be entered manually on the order.