OUT Coordination v8.0 PDF

OpenUPTIME
Committed Inspired Informed
Managed Services Training

Call Co-Ordination
Course Written by: Dean Peasley v8.1 17 Apr 2008

Contents
9 The Call Process 6

9 Getting to know OpenUPTIME 12
9 Updating Text 23
9 Queues & Responsibilities 27
9 Locating Areas 29
9 Escalations 33
9 The Despatch Board 35
9 Engineer Overview 42
9 Person Skills 51

9 Assigning Incidents 56
9 Unassigning Incidents 66
9 Adjusting Assignments 69
9 Scheduling Engineer’s Diary 74
9 System Events 80
2
Contents
9 Holds & Releases 83

9 Engineer Visits - Complete 91
9 Missed Targets 101
9 Viewing Closed Incident 103
9 Engineer Visits – Incomplete 107
9 Add to List 119
9 Appointments 123
9 Searching for Incidents 129
9 Chargeable Incidents 140

9 PDA’s 142
9 PDA Transaction Dashboard 147
9 Reports Intranet 162
3
Building Information
Health & Safety
Fire Alarm
Toilets

Smoking Areas
Mobile Phones
4
Delegate Information
We want to make sure that you get the

most from this course
•Your printed manual is yours, use it to make notes
•For additional notes, use the notepaper provided
•Feel free to ask the trainer questions throughout the course

•Take part in group activities & practical sessions
5
6
Centre
Customer Response

The Call Process Incident
Logged
Incident
Vetted
Incident Yes Telephone Fix?

Closed
No

Call
Co-ordination
Engineer
Visit
Yes No
Complete?
7
Break-Fix or IMAC?
2 types of Incidents that are logged in the Call Centre:
Break-Fix
These incidents indicate normal maintenance issues where

something has ‘broken’ and needs ‘fixing’
IMACS
These incidents are Installations, Moves And Changes

Typically an appointment will be required as the work will be
planned.
8
Tiered Customer Plan
There are 3 ‘Tiers’ of customer:
Tier 1 (short term visit) – either a new customer whose activities

are managed on SCC systems or one who is considered by the
Leadership Team to be experiencing severe service issues.
Customers will stay in this tier until a level of stability is achieved,
these customers will then transfer to tier 2 (the place to be)
Tier 2 (the place to be) – either strategic and/or high activity

volume whose activities are managed on SCC systems with service
stability

Tier 3 - medium to low activity volume customers whose activities
are managed on SCC systems
Our aspiration is to completely remove the necessity for tier 1
9
Severity
We also have 4 ‘Severity’ levels
Severity 1 – Incident is logged with an SLA of 0-4hrs
Severity 2 – Incident is logged with an SLA of 4-8hrs
Severity 3 – Incident is logged with an SLA of 8hrs+

Severity 4 – IMAC (e.g. SLA of 16HRF, 24HRF, 48HRF)
Chargeable Incidents
10
IPM Team
Incident & Problem
Management
Team
(IPM)
Incident Logging Incident Incident Problem

& Management Management Management &
Data Management TIER 1 TIER 2 Reporting

Severity 1 & 2 Severity 3 & 4 Severity 1 & 2 Severity 3 & 4
Getting to Know
OpenUPTIME

12
Logging On
Enter your Login ID
Enter your Password

(Case Sensitive)

Click OK or Press F4
To exit, click Cancel or press Esc
13
Main Menu
Select a screen by
entering the Jump
to Screen number
and pressing F4
Or click the relevant

action button

Buttons with
brackets either side
are Submenus
Information Bar
14
Incident Handling - Screen 003
When logged,
each incident is
given an unique
Request ID

To view an incident,
enter the Request ID
and press F4 or TAB
15
You can retrieve

incidents by
entering
information in any
field and pressing
F3 to retrieve

Search
results
16
The toolbar provides access to additional screens within an incident
and allow further action(s) to be taken
Clear Screen Part Needs Print
Repair Centre Parts Usage Close Request

Additional Info View Events Hold/Release
Request Text Modify/Add Events Place Notes
Visit Maintenance Payment Info Assign

Cross-
Reference
Request ID Customer or
Assyst reference
Problem Contact
Description Toggle these
buttons to view
other contacts

Address
Faulty
Equipment
Click this button for contract

18 information on this product
Current status
HOLD/REVIEW or
OPEN
Action Stts
Current status of
Call i.e. what’s Entry Dt/Tm
happening with it Date & Time the
call was created
Req Type
Queue
Type of Incident
Call ownership, i.e.
e.g. CON or CHRG
FIELD, WORKSHOP,

IMAC
Severity
e.g. S1, S2 or S3
Assigned Person(s)
Engineer or person
Payment ID assigned to the call
Used for CSC
incidents
19
Incident Handling – Screen 003
Contract Information – Commit Time
Contract Code
SLA
0HR16HF =
0 Hour Response,
16 Hour Fix

Additional Information will show
you the SLA target time
20
Incident Handling – SLA Target
Additional Information
The Fix By time is

displayed here
Note: The Fix By time is

the final commit time for
the call, the ‘Commit’
time showing just above
this is the ‘Callback
Commit Time’
21
Incident Handling – Payment ID
CSC will provide cost centre information for certain incidents.
This should be entered

using the Payment Info
toolbar button

22
23
Updating Text

Viewing/Adding Request Text
¾ Request text show all updates from the minute an incident is

opened
¾ It is important that we update the text as much as possible to

ensure all information is captured, regardless of relevance
¾ Text is updated by entering various Text Line Codes. These

are then used by everyone to identify the type of update.
¾ By using the text line code ‘CUST’, your update will be visible to

customers either by automatic email or by an interface link with
their systems – Use this to keep the customer informed at all times
¾ Text must be clear and accurate with no abbreviations
24
Viewing/Adding Request Text
Click on the Request Text button to view/add text
Current
Request Text

To ADD a new line, Hold down SHIFT and press F11
25
Adding Text to a Call
Enter a Text Line Code

See Appendix B
Enter the text as required
Use detailed & specific updates

Press F6 to save
Once saved, it cannot be modified or deleted.

26
Queues &
Responsibilities

27
Action Status Meanings
TO BE ASSESSED Call logged awaiting TST to assess
VISIT REQUIRED Engineer required to attend site
PART REQUIRED Part required for a call
WITH CUSTOMER Awaiting a response from a customer
QUOTE REQUIRED Customer needs to be quoted for a part
BIFS, NO LOAN REQD Customer’s equipment in for repair, no loan required
Loan installed on the customers site and customer’s

LOAN INSTALLED,OP
faulty equipment removed for repair

WARRANTY Warranty part required for a call
PURCHASING Out of stock part to be ordered for a call
To verify equipment is covered under contract

CONTRACTS
Call passed back to Call Logging to obtain further
CALL CENTRE information
28
Locating the Area
of a Call

29
Locating the Area of a Call
The country is split into different regions & areas making it easier
to identify the area of a call
Example:
Group A MSUK
Group B NORTH CENTRL SOUTH

Group C NEAST MIDS HCN
Group D NEWC MIDCR1 HCNW2
30
Click here

Click
31
Group A = Division
Group B = Region
Group C = Area
Group D = Sub Area

Physical Groups
Shows which physical
Sales Group
groups the customer
Shows which sales
belongs to
groups the customer
(i.e. Geographical area)
belongs to
32
33
Escalations

Escalations
Escalation Route
Customer call to Call

Centre
Incident Problem
Management Team

Team Leader
Manager
34
The Despatch Board
CTN104

35
Despatch Board – CTN104
The Despatch Board Request Summary screen is used by all

departments who monitor incidents
It is designed to only show UNASSIGNED calls, therefore, when a call

is assigned, it will be removed from view
By using CTN104, you will be able to:
¾ Change filter settings to monitor any work queue

¾ Check commit times for unassigned incidents

¾ Identify incidents that may be of high importance (i.e. Servers)
¾ Assign incidents to Engineers
36
Despatch Board

To setup the Despatch Board for first time use, click Select Filter
37
Despatch Board
Enter the desired

call area
Enter the
Action Status
Set the Queue to

FIELD·|IMACS
Place Type should be set to:

SITV·|MCS·|·=·|CSC·|AV
Press F6, to permanently store your settings

38
Despatch Board
The system will perform a search on all open incidents that match your
criteria
To search again
using the same
criteria, click
Begin Scan

To view a call in screen 003, click on grey box
next to the Request ID
39
Despatch Board
Request
Request ID Global Name Status Product

Commit
Action Status Postcode Contract
Time
Type
40
Despatch Board
You can sort the results into order by any column
First, click on the

column you want
to sort by

Go to the Options menu and click Sort
41
Engineer Despatch Board
CTN101

42
Engineer Overview
The Engineer Overview screen allows you to:

• View all engineers calls for a specific day
• Check the amount of calls allocated to Engineers
• View any holiday and training that has been booked
• View commit times and engineer ETA’s
You can access the Engineer Overview screen in the following ways:
Enter CTN101 in the Jump to

Screen option and press F4
Click this option
Or click whilst in
the Despatch Board (CTN104)
43
Engineer Overview
Opens new 003 screen
Navigate
forward/back
through days

Engineers
1 Week’s View Monthly

(Today’s date always in the middle)
44
View
Engineer Overview – Monthly View
Monthly view shows all events in calendar format
Previous &
Next month

45
Engineer Overview
To adjust the engineers shown in your view Control Settings
Enter a valid
Supervisor ID

Press F6
to save
Supervisor ID = Service Group D

46
Engineer Overview
To view an engineer's daily diary:
Place a tick in box

next to the
engineer you want
to view

Double click on the day that
you want to view
47
Engineer Daily Overview Screen
Current assigned incidents listed in Promised Time (assigned time) order
This box may Fix

change green Time
or red if the
SLA has
passed 40%
or 80%

View the previous day View in View the
or next day screen 003 address details
48
Engineer Overview
If required, you can select an individual engineer who is not part of
your Supervisor ID.
Click into Control Settings and use the Initial Retrieve option
8
8
9

Then, enter the
engineer number here
Press F6 to save
49
Engineer Overview
Your supervisor settings will be temporarily overridden to show the
individual engineer

To change back to your full listing, go back into
50 Control Settings and remove the Engineer ID
51
Person Skills

Person Skills
All incidents must be attended by trained engineers
Some customers require that only engineers who have attended the
training course specifically for their equipment may attend their
incidents.
Additionally, engineers who are not warranty accredited cannot

attend incidents where the equipment is covered under the

manufacturers warranty
It is your responsibility to check BEFORE assigning engineers
52
Person Skills
From the Engineer Overview Screen (CTN101), you can filter the
display to only show engineers with specific Person Skills
Enter the skill

name or click
the arrow to
search

53
Please refer to Appendix C for a full list of skill names
Person Skills
The Person Skill name must be entered in full
Click Refresh
to filter

54
Person Skills
Your overview screen will now only show your engineers who are
trained based on your skill selection

When finished, click Reset
55
56
Assigning Incidents

Incident Priorities
When assigning incidents, you need to take the following into consideration
Product Family Priority of

e.g. Server Customer
e.g. Tier 1
Commit Time
CRU’s

Severity e.g. Is an engineer
e.g. S1, S2 or S3 required
Request Status
e.g. Open or Hold Person Skills
57
Assigning Incidents

Double click into the incident that you want to assign
58
Assigning Incidents
The Engineer Overview screen will automatically appear
Place a tick under

the engineer you
want to assign to

Double click on
the day that you
want to assign
the call for
59
Assigning Incidents
The Pre-selected Request is the incident that you selected
from the despatch board

Double-click on the Pre-selected Request
60
Assigning Incidents
With the Pre-selected Request highlighted in blue, Double-click
into one of the event slots

61
Assigning Incidents
Update the TIME

field to show the
order that you want
the engineer to
attend the incident
Example:

1st visit > 23:01
2nd visit > 23:02
3rd visit > 23:03
The duration defaults to 00:45, this can be

amended if the engineer has to spend longer onsite
62
Assigning Incidents
The incident is now showing in the engineer’s daily view

Press ESC to return to the despatch board
63
Assigning Incidents
Due to the time field being used to show the order of assignment,
you will see this error message when assigning more than 1
incident

Always click FORCE
For each incident that conflicts, you will have to click Force
64
Assigning Incidents
It is important to always keep the customer informed.
When assigning incidents, you should update the request text

using text line code CUST to reflect when the engineer is
assigned for
This will allow the customer to see the update and reduce the
number of telephone calls into the IPM team

65
66
Unassigning Incidents

If you need to UNASSIGN an incident from an engineer, you should

keep the customer informed of any changes
This can be done for most customers via request text but you must
also follow it through with a telephone call for confirmation

Using the text line code CUST, enter the revised time and include
any other comments relating to the reason for change
Unassigned incidents will then re-appear back in CTN104
67
To un-assign, click the ASSIGN button in screen 003
Click once on the Eng ID and then click UNASSIGN

68 Press F6 or click OK to exit
69
Adjusting
Assignments

Adjusting Assignments
To change an assigned time, you must first UNASSIGN the incident

and then REASSIGN for the new time
You must also update the request text using a line code of CUST

with your reason for adjusting the assigned time/date
A telephone call to the customer will also be necessary to advise

them of the change
70
To un-assign, click the ASSIGN button in screen 003
Click once on the Eng ID and then click UNASSIGN

71
Type your engineer’s ID here and press Tab

If this message
appears, click
OK
72
Enter the new assigned date and time

Press F6 or click OK to exit
73
Scheduling
Engineers Diary

74
Screen 051
It is important to show engineers movements throughout their
working day
This will include lunches, visits to local branches, appointments, etc.
One most important event to show is when your engineer is

available for work but you do not have any jobs for them to attend
We record movements using assignment types in Screen 051
These are:

SICK DOCT KITMGT AWOL
HOLS SITE ADMIN 2MAN
TRG STAKE CUSREL MEET
FUNL LUNCH NU PROJ
CAR DEL EXAM AVAIL
MTG OFFICE CSC UNAV
75
Screen 051
Adding events in screen 051 will display in the Engineer Overview
screen CTN101

Enter your engineer’s ID here and press F3
76
Screen 051
Make sure that you have the correct engineer showing
Click DTL

Click OK
77
Screen 051
To add a new event, press Shift + F11
A new line
will appear
Enter the
Assignment

Type
78
Screen 051
Enter the start date and time of the event:
The duration of the event is how long the event should last for

This duration would
last for 1 hour
Days Hours Minutes
Press F6 to Save
79
80
System Events

System Events
You can view the history of an incident by clicking on View Events
from your toolbar
Date/Time of Event Event by

Event for
Event Type Description
81
System Events
Events can be added manually by using Record Events from your
toolbar
A ‘Manual’
event will be
created

To add a new event, overtype the manual
event and press F6 to save
82
83
Holds & Releases

Understanding Holds/Releases
Using the HOLD event on an incident will pause the SLA clock
Justification is required before placing an incident on hold and the

request text must be updated accordingly
Update are done

with text line code
CUST and must be
clear and include the

name of the person
you spoke to
84
This example shows an incident on a 4hr fix:
Incident created
at 0900

The customer has cover Mon-Fri 09:00 – 17:30
85
At 10:30 the incident is placed on HOLD
The SLA
clock is now
paused

So far we have used 1hr & 30mins of the 4hrs
We now have 2hrs & 30mins of the 4hrs remaining

This will start when the HOLD is RELEASED
86
The incident is released at 14:00

The remaining 2hrs 30mins starts at 14:00
The new commit time for this incident would be 16:30

87
Automatic Hold Events
Some Action Status’ automatically place an incident on hold:
WITH CUSTOMER LOAN INSTALLED,OP

Customer has Loan has been provided by SCC
delayed incident and therefore, the customer is
operational

BIFS, NO LOAN REQD
Customer’s unit is brought in QUOTE REQUIRED
for repair and no loan is Incident is chargeable
required
88
Applying Holds/Releases
There are 2 ways of applying a Hold or Release event:
Manually, by going to Record Events and amending the date, time

and event

Automatically, by clicking the blue hold button from
the toolbar (time & date system stamped)
89
Holds & Releases - Summary
Always follow the basic rules when using Hold and Release events:
¾ Hold events must be justified with a full request text update
¾ The Hold event can only remain active based on the justification
¾ Incidents must be released 1 minute before engineer arrival

onsite
¾ An incident already on hold cannot be changed to have an Action

Status that uses automatic hold events
¾ If in doubt as to whether an incident should be placed on hold or

not, obtain advice from your Team Leader
90
91
Completing Incidents

What do we need to know?
Release must be
Engineer’s onsite done 1 minute What action has
& offsite times BEFORE engineer’s the Engineer taken?
arrival time
Any serialised items

Travel & Mileage Any parts used?
exchanged?

Has the engineer Loan provided?
Does the engineer
collected all If so, has it been
need an RMA?
faulty parts offsite? removed?
92
To close an incident, you need to enter a COMPLETE visit on the system.
Check to see if the incident

is on hold

If so, RELEASE it
1 minute before
the engineer’s
arrival time
93
Click the icon to go to the visit maintenance screen
Incident
Info
SLA
Targets
Visit

Entries
Click Arrive
94
Enter the engineer’s

arrival time
Press F6 or Click OK

Click Complete
95

leaving time

You will be prompted to
update the text.
This is mandatory
96
SHIFT + F11 to add

a new line
Text Line Code for

completed incidents
is always COMP

Enter the engineer’s update in FULL
Make sure that the text is clear with NO abbreviations
If parts were used, record the part numbers, if serialised,

you must enter the serial numbers installed and removed
97 Press F6 to save

Travel Time Mileage Type defaults Action Status = FIX
(hrs.min) to site to CON
98

Problem Code Resolution Code Parts Used?
(refer to Appendix A) (refer to Appendix A)
99
Finally, click Store Visit to save

If you fail to click on Store Visit, your visit will not be saved
100
Completing Incidents – Missed Targets
The Missed Target flag will show if you have hit or missed the SLA
Achieved
Target Date/Time Date/Time Actual Time
Target Time
Missed
Target?

101
Finally, Click
Close Call

Click OK or press F6
102
Viewing Closed Incidents

103
If an incident has been closed, you will be prompted to Look,
Reopen or Cancel
Click on
Look

104
Request
Text
Events

Click here to see
any parts used Parts ordered
105 You cannot make any adjustments or additions

Closed Incidents & Text – CTN065
Enter the Incident number press F3
Click Add Text

Update as normal (Shift + F11)
106
107
Incomplete Incidents

What do we need to know?
Release must be
Engineer’s onsite done 1 minute What action has
& offsite times BEFORE engineer’s the Engineer taken?
arrival time
Does the engineer

Travel & Mileage Any parts used?
need an RMA?

Where should the Should the incident
Are further parts
incident be moved be placed on hold?
required?
to now? (i.e. customer delay)
108
To update an incident, you need to enter an INCOMPLETE visit on the
system.
Check to see if the incident

is on hold

If so, RELEASE it
1 minute before
the engineer’s
arrival time
109
Click the icon to go to the visit maintenance screen
Incident
Info
SLA
Targets
Visit

Entries
Click Arrive
110

arrival time

Click Incomplete
111

leaving time
This popup relates to the engineer that you currently have assigned.

ALWAYS click DELETE
112
You are not always prompted to update the text on incomplete visits
This is mandatory so ensure you click on Request Text

113
SHIFT + F11 to add

a new line
Text Line Code for

incomplete incidents
is always INC

Enter the engineer’s update in FULL
Make sure that the text is clear with NO abbreviations
If parts were used, record the part numbers, if serialised,

you must enter the serial numbers installed and removed
114 Press F6 to save


Travel Time Mileage Type defaults Action Status
(hrs.min) to site to CON (refer to Appendix A)
115

Problem Code Resolution Code Parts Used?
(refer to Appendix A) (refer to Appendix A)
116
Finally, click Store Visit to save

If you fail to click on Store Visit, your visit will not be saved
117
Finally, Click
Exit

You will be returned to screen 003
Check that all information has updated correctly

(i.e. Action Status, Engineer unassigned..)
118
119
Add to List

Add To List
‘Add to List’ lets you add incidents to a list for easy retrieval
Once added to your list, they can stay there until you choose to
remove them.
When viewing an
incident in 003,
click Request

menu, then
Add to List
120
Add To List
To view your list of incidents currently in your list, click Request
menu and Current Requests

Double-click on the incident to load in 003
121
Remove From List
There are 2 ways to remove an incident from your list:
1) Whilst viewing the call in 2) Whilst viewing the call list,

screen 003, click Request highlight the relevant call and
menu then Remove from List click Remove

122
123
Appointments

Appointments – The Process
Current Process New Appointment Process
¾ Appointment scheduled ¾ Appointment Date/Time

via Request Text is specified as SLA
¾ Not reportable ¾ Fully reportable
¾ If appointment missed, ¾ If Appointment misses,

who knows? then SLA has missed
e.g. Appointment set for 09/08/04 @ 10:00, +/- 30 mins

We can attend between 09:30 - 10:30 only
attend before 09:29 or after 10:31 – SLA target is missed
124
Arranging Appointments
The contract type must be specific to use this feature

To view or arrange the appointment, click
the additional information button
125
Date & Time appointment

scheduled for
Time window either side

indication

To change an appointment date or time,
click the Appointment button
126
Enter the appointment date & time
Click OK to accept

The appointment date/time
will now be displayed
Note: Custom 2 will link to the

127 appointments screen
The visit times are calculated by checking that the arrival time is
between the appointment window
If you arrive too early or too late, you will miss the SLA

- Indicates that you arrived too early
+ Indicates that you were late
128
Searching For Incidents

129
Open Incidents for Same Place
Whilst viewing an incident, you can check to see if any other incidents
are open for the same address
Click View,
Open Requests
and Place

130
Open Incidents for Same Place
From the search screen, you can view each incident by clicking on the
relevant Green button

131
Screen 007 – Incident Search
Screen 007 is ideal for getting a snap shot of outstanding
incidents against an area or a customer
Enter Search Criteria
e.g. Customer,
Product, Area,
Severity

Press F3 to search
or click FIND
132
Screen 007 – Incident Search
Problem Description
Go to Screen 003
Request ID

Place ID
Priority Status Date Logged
133
Screen 006 – Event Search
Screen 006 allows a search to be performed against various criteria
including events
Request
Status
Customer
Events
Incident
Status

Press F3 to search
or click FIND
134
Screen 006 – Event Search
Problem Description
Go to Screen 003
Request ID

Date Logged
135
Screen 012 – Open Incidents
Set up Filter
Enter Area

Choose other
search criteria
136
Search by
View incidents Severity
logged for a
specific date

Double-click to include or exclude
137
Press F6 to save
View 003 Screen
Customer Priority
Age of incident

Request ID Customer Problem Assigned
Days, Hours, Minutes Person
Text
NB: Red = 80% of SLA has passed

138 Green = 40% of SLA has passed
Screen 004 – Assigned Calls
Enter either:
Engineer ID
Supervisor ID
Call Area
Click FIND
Request ID

Assigned Date
Engineer Name
Click here to view screen 003

139
140
Chargeable Calls

What Charges?
Not all items that we repair are covered under the maintenance
contract, therefore, it is important to keep an eye out for chargeable
or consumable items.
Chargeable and Consumable items have to be quoted for and the

customer must authorise the quote with a Purchase Order or
Cost Centre number before we proceed with the call.
Items that are not normally covered under the maintenance are as
follows :-

Fuser Units, Print-heads, Batteries, Ink Cartridges,
Maintenance kits, Drum Units, Developer Units,
Toner Cartridges, Pickup rollers, Transfer Rollers,
All Plastics, Covers, Fans, Platen knobs, Ribbons
141
142
PDA’s

PDA’s
The purpose of the PDA is to allow the engineer to receive and
update their own incidents whilst onsite, reducing the amount of
admin work in co-ordination
When an incidents is assigned to an engineer, it will automatically be

sent to the PDA
This is a view of a call being sent and received by a PDA:

MC-SNT = Call details have been sent to the PDA
MC-RCD = Call details have been received by the PDA
MC-VWD = Call details have been viewed by the engineer
MC-INT – In Transit to site (ETA has been given)
MC-ONS – Engineer is on site
143
PDA’s
Engineer Despatch Board on PDA

Customer detail view
144
PDA’s
Fault Details

Visit Details
145
PDA’s
Work Details

Customer Acceptance
146
147
PDA Transaction Log

PDA Transaction Log
The PDA Transaction Log makes it simple to keep track of your
engineers and their incidents
The Live Interactive Dashboard will:
¾ Show all incidents currently assigned your area(s)
¾ Show date & time of incidents Sent to and Received by the PDA
¾ Shows engineer Viewed times of each incident and also the

exact time they provided an ETA

¾ Indicate if the engineer arrived at the customer site as scheduled
¾ Highlight where engineers have been on site for over 45mins and
90mins
¾ Alert you to engineers who have not yet logged on

148
Security Settings
When launching the file initially, you may see a message asking you
to either enable or disable macros.
Click on Enable Macros and launch into Excel as normal
Change the
Click on Macro, then Security
setting to ‘Low’

NB. If your security settings are ‘High’, you will not be able to use the Dashboard
Screen Layout
The layout of your Dashboard should look like the one below:
At the bottom of the screen, you will see the individual regions,
each having their own Live Interactive Dashboard

To navigate between each area, simply click on the area name
150
Refresh Data
Refresh Data
The data is refreshed on the server The end column shows

every 2 minutes, in order to the date and time of

refresh the data on your Dashboard, your last refresh
you will need to click this button
151
Sent to PDA
One of the main questions you tend to ask yourself when assigning
calls is “Has my call been sent?”
The Sent column will show if the incident has been sent to the PDA
The time will appear here

when the call has been sent
to the PDA

If there is no data in the Sent column, check the events on the incident
152
Received & Viewed
Using the RECEIVED and VIEWED column shows if the incident

has been received and viewed by the engineer:

Each showing the exact times of the transactions
153
ETA
The Promised Begin Time will initially

show the assignment time before
the engineer has given an ETA
When the engineer has provided an ETA to site, the ETA will show
in the ‘Promised Begin Time’ column
Important!

The time in the ETA
column is the time that
the engineer sent the
ETA across and not the
ETA itself
154
Arrival on Site
When the engineer arrives on site the arrival time will show in the
ARRIVE column
The Promised Being Time will also change to the arrival time

registered by the PDA
Note: If an engineer has attended an incident

and has to return later that day, the ARRIVE
column will always show the first arrival time
155
Late on Site?
If the Arrival time exceeds the ETA time, the cell colour will turn
yellow, this is so that you can easily identify if an engineer is

running late, etc.
156
45 Minutes Onsite?
A manual check of your Despatch Boards on OpenUPTIME by each

individual engineer will reveal if your engineer is stuck on a specific
incident
Your Live Interactive Dashboard will check all of your engineers

arrival times and highlight the cell red if an update has not been
received.
This will show that the engineer has been on site for 45mins or
more

157
90 Minutes Onsite?
You should be doing a manual check of your Despatch Boards on

OpenUPTIME every 90 minutes to see if your engineer(s) are either
stuck on a site or have not updated their incident(s)
Your Live Interactive Dashboard will also check the engineers

arrival time and highlight the cell Black with Yellow text if an
update has not been received.

This will show that the engineer has been on site for over 90mins
or if the update has not come through
158
Editing/Saving
Due to the macros and formulas contained in this file, you

should not make any changes or save the document.
When closing your Dashboard down, simply click ‘No’ when it

asks to save changes

If you have any other queries or suggestions, please speak
with your Team Leader
159
PDA’s – Checking for ETA’s
To check your despatch board, double-click on today’s date
There is no need
to place a tick
under every
engineer

Click Yes
160
PDA’s – Checking for ETA’s
This screen shot was taken at 09:40 - What’s wrong?

161
ALL engineers should start work at 09:00
162
Reports Intranet

Reports Intranet
The SCH Intranet will provide you with many reports to help you
with daily and monthly stats.
To access the home page, go

to internet explorer and type
managedservices.sch.com

Click onto the UK area of the
map to access the main
menu for the UK
163
Reports Intranet
The site uses a basic file and

folder format for accessing
reports.
From the main menu, click on

the relevant business area to
access the sub menus

164
Reports Intranet
From the submenu,

click the desired
folder
This may give

further options
165
Reports Intranet
All folders now

contain annual &
monthly folders
You should then

see all the
available reports

Reports can be either
.xls files or PDF files
and are normally
refreshed daily
Reports Intranet
You will then see the report in the relevant format.

Note. When using Excel reports, you can copy and paste the
information into a new excel file for alterations
167

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OpenUPTIME

Committed Inspired Informed

Managed Services Training

Course Written by: Dean Peasley v8.1 17 Apr 2008

9 The Call Process 6

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9 Holds & Releases 83

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Health & Safety

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We want to make sure that you get the

•Your printed manual is yours, use it to make notes

•For additional notes, use the notepaper provided

•Feel free to ask the trainer questions throughout the course

Managed Services Training

Managed Services Training

Incident Yes Telephone Fix?

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These incidents indicate normal maintenance issues where

These incidents are Installations, Moves And Changes

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Tier 1 (short term visit) – either a new customer whose activities

Tier 2 (the place to be) – either strategic and/or high activity

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Our aspiration is to completely remove the necessity for tier 1

We also have 4 ‘Severity’ levels

Severity 1 – Incident is logged with an SLA of 0-4hrs

Severity 2 – Incident is logged with an SLA of 4-8hrs

Severity 3 – Incident is logged with an SLA of 8hrs+

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Incident Logging Incident Incident Problem

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Enter your Login ID

Enter your Password

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To exit, click Cancel or press Esc

Or click the relevant

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You can retrieve

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Clear Screen Part Needs Print

Repair Centre Parts Usage Close Request

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Request Text Modify/Add Events Place Notes

Visit Maintenance Payment Info Assign

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Click this button for contract

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Contract Information – Commit Time

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The Fix By time is

Note: The Fix By time is

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CSC will provide cost centre information for certain incidents.

This should be entered

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¾ Request text show all updates from the minute an incident is

¾ It is important that we update the text as much as possible to

¾ Text is updated by entering various Text Line Codes. These

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