Guide to Search and Statistics Operation 查詢操作手冊

1、Guide to Search and Statistics OperationGCSC2012-08-03Purpose & Structure of CoursePurposesKnow the functions of Search and StatisticsLearn the operations of Search and StatisticsStructureNoContents of CoursePriorityHours1The functions of Search and Statisticsmiddle20 Min2The operations of Search an

2、d Statisticshigh60 Min3The definition of Search and Statisticsmiddle 20 MinContentsFunctions of Search and Statistics Operation Guide of Search and Statistics Definitions of Search filters and statistical indicatorsFunctions of Search and Statistics Customized Query自定義查詢Search 查詢My Query我的查詢Public Q

3、uery公共查詢Quick Search 快速查詢Advanced Search高級查詢Operation Tracking業(yè)務(wù)跟蹤Statistics 統(tǒng)計(jì)NPRFRTOFR Functions of Search and StatisticsSearch Classification Quick Search 快速查詢 It provides the most commonly used search filters and standard search result fields so as to meet the requirements of quick search.僅提供最常用

4、的查詢條件以及標(biāo)準(zhǔn)查詢結(jié)果，滿足快速查詢要求。 Advanced Search 高級查詢 It provides more optional filters and results fields then quick search, search template can be user-defined, including search filter and search result fields with capability to export mostly all tickets fields selected.可提供多維度查詢條件，可自定義查詢條件和查詢結(jié)果，并可保存自定義設(shè)置。

5、Operation Tracking 業(yè)務(wù)跟蹤 It monitors and reminders all the open tickets including tickets in the status of “Overdue”, “To be Overdue” , and ”No Update from assignee for a long time”.針對所有未關(guān)閉單據(jù)，根據(jù)條件查詢已超期、即將超期和長時(shí)間未處理的請求單，進(jìn)行跟催、監(jiān)控。Functions of Search and StatisticsStatistics ClassificationNPR （ For TL9000

6、 Measurement ）FRT （ For TL9000 Measurement ）OFR （ For TL9000 Measurement ）Number of Service Requests 服務(wù)請求數(shù)量Ratio of Requests Resolved On Time 按期解決率CSI, Customer Satisfaction Index 客戶滿意率Resolution Duration 解決周期Ratio of Meeting SLA SLA達(dá)成率Ratio of Meeting Service Target SLA各服務(wù)目標(biāo)的達(dá)成率Ratio of Meeting Sta

7、ndard Service Target SLA各標(biāo)準(zhǔn)服務(wù)目標(biāo)的達(dá)成率Number of Online Support Ticket 在線支持量Functions of Search and StatisticsSearch Functions ListItemFunctionsProcessCommon Search Functions查詢的共有功能1. Search tickets according to the user permission.系統(tǒng)根據(jù)用戶權(quán)限來查詢單據(jù).Completed2. Fuzzy search is available and there are multip

8、le choices for the search criteria.查詢條件支持模糊查詢，以及查詢條件可多選.Completed3. The searched ticket list can be ranked according to different field.查詢的單據(jù)可以按照不同的字段進(jìn)行排序.Completed4. The search criteria can be customer-defined and saved.可自定義查詢條件，并可保存到自己的查詢中.Completed5. The ticket information can be shown when the u

9、ser clicks the ticket ID in the search result.點(diǎn)擊查詢明細(xì)中的單號可以顯示單據(jù)信息.Completed6. The search result list can be exported in the format of CSV.可導(dǎo)出查詢結(jié)果列表，格式為CSV.CompletedAdvanced Search and Extended Functions高級查詢的擴(kuò)展功能1. Can flexibly customize the fields of search filter and search result.可靈活自定義查詢條件字段和結(jié)果字段.

10、CompletedOperation Tracking and Extended Functions業(yè)務(wù)跟蹤的擴(kuò)展功能1.Search the tickets which are overdue，to be overdue，or not updated by assignee for a long time.可查詢超期，將超期，長時(shí)間未處理的單據(jù)2.Reminderll批量跟催CompletedOther Functions1. Print the search result list and the ticket information.打印查詢結(jié)果列表，打印表單In development

11、2. Export the search result list in the format of PDF.導(dǎo)出PDF.In development3. Correlate among the values of search criteria.查詢條件之間的值進(jìn)行關(guān)聯(lián).In developmentFunctions of Search and StatisticsStatistics Functions List ItemFunctionsProcessCommon Statistics Functions統(tǒng)計(jì)的共有功能1. Perform the ticket statistics acc

12、ording to the user permission.系統(tǒng)根據(jù)用戶權(quán)限來統(tǒng)計(jì)單據(jù)。Completed2. Fuzzy search is available and the there are multiple choices for the statistics criteria.統(tǒng)計(jì)條件支持模糊查詢，以及統(tǒng)計(jì)條件可多選。Completed3. The statistics criteria, statistics group and statistics index can be customer-defined and saved.可自定義統(tǒng)計(jì)條件，統(tǒng)計(jì)分類以及統(tǒng)計(jì)指標(biāo)，并可保存到

13、自己的查詢中。Completed4. The statistics result list can be exported in the format of CSV.可用CSV格式導(dǎo)出統(tǒng)計(jì)結(jié)果。Completed5. The statistics data can be linked and click the link will display the ticket list.統(tǒng)計(jì)數(shù)據(jù)提供鏈接，單擊鏈接可展示明細(xì)單據(jù)列表。CompletedOther Functions1. Crosstab display 交叉表展示In development2.Diagram display 圖表展示I

14、n development3. Print the statistics result 打印統(tǒng)計(jì)結(jié)果In developmentContentsFunctions of Search and Statistics Operation Guide of Search and Statistics Definitions of Search filters and statistical indicatorsSearch-Quick SearchWhen use Quick Search for the first time, please enter Operation & Monitoring

15、 Public Query , Public Query list will be displayed.首次使用快速查詢 點(diǎn)擊“運(yùn)營監(jiān)控公共查詢”，彈出公共查詢列表。1. Login ECC-CSC first and Click Operation & Monitoring2. Click here to enter Public Query.Search-Quick SearchFind Public Query List Query Name Quick Search. 1. If you need a pre-defined search, click Quick Search in

16、column Query Name or Query in the column Operation to enter search page.3.Click here to copy Quick Search to My Query。2. If you need a customized search, click here . Search-Quick Search1. If you need a default quick search: 非定制的快速查詢 Step1. Enter search criteria. 步驟一.輸入查詢條件。The search filter is comp

17、osed of three classifications :Time Scope, Ticket Attribute, Process Info.查詢條件分類：時(shí)間范圍、單據(jù)屬性、處理過程信息三類條件。 Click “+”to unfold detailed search criteria.Search-Quick SearchStep1.Enter search criteria.Tick check box to select search conditionClick here to clear the selected condition. Click here to find se

18、arch condition.Search-Quick SearchStep2. Search, Export and Sort the search results.步驟二.查詢、導(dǎo)出和查詢結(jié)果排序Click here to export the search results in the format of CSV.Click button Query ，the query results list will be shown.Click the button Back to return to Operation & Monitoring Public Query Click the b

19、lue triangle button, the query results can be sorted in ascending order or in descending order .點(diǎn)擊“藍(lán)色三角”，查詢結(jié)果可進(jìn)行升降排序。Search-Quick Search2. If you need a customized quick search 定制的快速查詢Step1.Customize search filters 步驟一.定制查詢條件If you dont need this filter, click to delete it.Click here to clear the se

20、lected search condition.Click here to select the search criteria.If you want to customize the search as you need, Click here .Search-Quick SearchClick here if you need to resume the filters that had been deleted.If these filters and result fields are commonly used for you ,click here to save the sea

21、rch criteria and result fields into My Query.Click the button Query，the query result list will be shown.Click here to export search results. Step2.Customize search result fields.步驟二.選擇查詢結(jié)果字段Select the result fields as you need.Search-Advanced SearchIf you think the search filters and results fields

22、provided in Quick Search are not enough , you can use Advance Search. It provides more optional fields.When use Advanced Search for the first time, please enter Operation & Monitoring Public Query, Public Query list will be shown，and then find Public Query List Query Name Advanced Search.1. If you n

23、eed a default search, click Advanced Search in column Query Name or Query in the column Operation to enter search page.3.Click here to add Advanced Search to My Query。2. If you need a customized search, click here . Search-Advanced Search1.If you need a default advanced search:Advanced Search provid

24、es more filters then quick search.The search filters are composed of four classifications :Time Scope, Ticket Attribute, Process info, and Service Review.查詢條件分類：時(shí)間范圍、單據(jù)屬性、處理過程信息、服務(wù)結(jié)果四類條件 The step in operating Advanced Search in Public query is same as Quick Search.Step1: Enter search criteria；Step2:

25、 Click the button Query，the query result list will be displayed. Search-Advanced Search2. If you need a customized advanced searchAdvanced Search provides more search criteria and result fields than Quick Search. The result fields are multi-optional.Step1.Customize search filtersStep2.Customize sear

26、ch result fields.Click the button Query，the query result list will be shown.Click here to save the search criteria and result fields into My Query.Search-Advanced Search2. If you need a customized advanced search Click the button Save，and input the query name and description in the page of Add to My

27、 Query.Click on the button Customize if you need to modify the customization.Click the button Query to enter the search pageClick here to Delete the customized search.Click the button Confirm，then this customized search can be found in My QuerySearchOperation Tracking1. If you need a default operati

28、on tracking, click Operation Tracking in the column Query Name or Query in the column Operation.2. If you need a Customized operation tracking, click here. The operation step is the same to Advanced Search It monitors and reminders all the open tickets including tickets in the status of “Overdue”, “

29、To be Overdue” , and ”No Update from assignee for a long time”.SearchOperation TrackingStep1: Select search criteria. Enter the tracking duration to search the tickets in the status of overdue, to be overdue or not updated by assignee. The filter criteria is time interval and the time unit is hour s

30、 or calendar days.選擇時(shí)間范圍，可以篩選超期、即將超期、以及當(dāng)前處理人長時(shí)間未處理的單據(jù)。篩選條件為時(shí)間段。單位為日歷天和小時(shí)。Take overdue(Days) for example：input time interval , the data type is Positive number；a)If search the tickets which were overdue more than 3 days, Input 3, null ;b)If search the tickets which were overdue more than 3 days and l

31、ess then 7 days, Input 3, 7 ;c)I f search the tickets which were overdue within 3 days , Input 0 or null,3；SearchOperation TrackingStep2: If the tickets need to be reminded by e-mail, click the button Remind.Tick the check box to select all tickets or some of them need to be reminded in the query re

32、sults list. Click here to send the e-mail to the assignee and other related staff.Practice 11.1.Please search the tickets whose Due time for the final service target is from July 8th to July 31th , and which are the critical problems requested from customer. 1.2.Please search the closed minor ticket

33、s reported by Customer France Telecom from July 8th to July 31th. The result fields need to be composed of Ticket ID, Severity, Country, City, Request Time, Due Time.1.3.Please search the major tickets to be overdue in 7 days. 2.Select ticket attribute filter: Request Source is Customer request , an

34、d Severity is MinorOperation Example-Take practice 1.2 for example Step1. Find Advanced Search and click Customize .Step2.Select search criteria.1.Select time scope filter: Request time from July 8th to July 31th 2.2.Select ticket attribute filter: Customer is France telecomOperation Example2.3.Sele

35、ct process info filter: Internal status is closedOperation ExampleStep3.Select result fieldsClick the button Query , the search results will be displayed. Statistics-take Number of Service Requests for example When use Statistics for the first time, please enter Operation & Monitoring Public Query ,

36、 Public Query list will be displayed. Find the Number of Service Requests.1. If you need a default statistics, click Number of Service Requests in the column Query Name or Query in the column Operation.2. If you need a Customized statistics, click here. Statistics-take Number of Service Requests for

37、 exampleStep1.Enter filter criteria, the operation step is same as Advanced Search.輸入統(tǒng)計(jì)條件Step2.Select the statistical group fields. For example, if choose Severity, the results will be the number of service quests grouped by Critical, Major, Minor.選擇統(tǒng)計(jì)分類字段，如選擇嚴(yán)重度，就可以得到關(guān)鍵、嚴(yán)重、一般的服務(wù)請求數(shù)。Click the button

38、 Statistics, the statistical results can be displayed.Click here to export the statistical results.Click statistics data to link the ticket list. 點(diǎn)擊統(tǒng)計(jì)數(shù)據(jù)，可彈出明細(xì)單據(jù)列表。1.If you need a default statistics :Statistics-take Number of Service Requests for example2.If you need a customized statistics :Step1. S

39、elect statistical filters and enter the criteria. (The operation step is the same as Advanced Search) 定制統(tǒng)計(jì)條件Step2.Select statistical indicators.選擇統(tǒng)計(jì)指標(biāo)Step3. Select statistical group fields.選擇統(tǒng)計(jì)分類字段If the customized items are commonly used for you, click here to save them into My Query. It is not nec

40、essary to customize them again next time, just use them directly in my query. Click the button statistics，the statistical result list will be displayed.Click here to export the statistical results.ContentsFunctions of Search and Statistics Operation Guide of Search and Statistics Definitions of Sear

41、ch filters and statistical indicatorsDefinitions of Search filters and statistical indicatorsFor all definitions of search fields and statistical indicators ，please refer to CSC Search and Statistics Data Dictionary。所有查詢統(tǒng)計(jì)字段與統(tǒng)計(jì)指標(biāo)的定義均以CSC查詢與統(tǒng)計(jì)數(shù)據(jù)字典為準(zhǔn)。NPR, Number of Problem Reports 問題報(bào)告數(shù)量Calculation Ru

42、lesOnly Incident and Problem shall be counted.僅統(tǒng)計(jì)故障和問題，嚴(yán)重度為“不適用”的單據(jù)（也就是咨詢單）不納入統(tǒng)計(jì)范圍。Only customer originated problem reports shall be counted.申告來源為客戶申告。Duplicate Ticket, Rejected /cancelled ticket or draft ticket shall be excluded.重復(fù)單、取消（拒絕)服務(wù)、暫存的單都不納入統(tǒng)計(jì)范圍。Definition and Calculation FormulaNp1:Number

43、 of critical problem reports in the calculation period. 關(guān)鍵問題報(bào)告數(shù)量.NP2: Number of major problem reports in the calculation period. 嚴(yán)重問題報(bào)告數(shù)量NP3: Number of minor problem reports in the calculation period. 一般問題報(bào)告數(shù)量Total合計(jì): Total=NP1+ NP2 +NP3FRT, Fix Response Time問題報(bào)告修復(fù)響應(yīng)時(shí)間Calculation RulesAll counting r

44、ules noted in NPR shall apply to the FRT measurement.必須遵守NPR中提到的計(jì)算規(guī)則。In cases where there are no problem reports due to be closed during the (monthly) calculation period, the FRT value is 100%.如果報(bào)告期內(nèi)沒有到期應(yīng)關(guān)閉的問題報(bào)告，F(xiàn)RT就為100%。Definition and Calculation FormulaFr2c:Number of major problem reports closed

45、on time(time to submit the final closure request is less then due time to achieve the final service target agreed in the SLA).按期關(guān)閉（最后一次提交關(guān)單申請時(shí)間小于應(yīng)關(guān)閉時(shí)間）的嚴(yán)重問題報(bào)告的數(shù)量.Fr2d:Number of major problem reports due to be closed in the calculation period.到期應(yīng)關(guān)閉的嚴(yán)重問題報(bào)告的數(shù)量FRT2:Percentage(%) of major problem reports

46、 closed on time. FRT2=100 x (Fr2c / Fr2d)Fr3c/Fr3d/FRT3 are for minor problem reports.FRT: Percentage(%) of all problem reports closed on time.FRT=100 x(Fr2c+Fr3c)/(Fr2d+Fr3d)OFR，Overdue Problem Report Fix Responsiveness 超期問題報(bào)告修復(fù)響應(yīng)能力Calculation RulesAll counting rules noted in NPR shall apply to the

47、 OFR measurement. 必須遵守NPR中提到的計(jì)算規(guī)則。 In cases where there are no overdue problem reports during the (monthly) calculation period, the OFR value is 100%.如果報(bào)告期內(nèi)沒有超期問題報(bào)告，OFR值就是100%。Definition and Calculation FormulaOf2c: Number of overdue major problem reports which is closed in calculation period.已關(guān)閉的超期

48、嚴(yán)重問題報(bào)告數(shù)量Of2d: Number of overdue major problem reports.超期嚴(yán)重問題報(bào)告數(shù)OFR2: Percentage(%) of major overdue problem reports closed.OFR2=100 x (Of2c / Of2d)Of3c: Number of overdue minor problem reports which is closed in calculation period.已關(guān)閉的超期一般問題報(bào)告數(shù)量Of3d: Number of overdue minor problem reports.超期一般問題報(bào)告數(shù)

49、OFR3: Percentage(%) of minor overdue problem reports closed.OFR3=100 x (Of3c / Of3d)OFR: Percentage(%) of all overdue problem reports closed on timeOFR=100*(Of2c+Of3c)/(Of2d+Of3d)Number of Service Requests 服務(wù)請求數(shù)量 Calculation RulesDuplicate Ticket, Rejected ticket or draft ticket shall be excluded.重復(fù)

50、單、取消（拒絕)服務(wù)、暫存的單都不納入統(tǒng)計(jì)范圍。Notes: Number of Service Requests is for ZTE internal Measurement, besides incident and problem, number of consultation can be counted as you need. And number of internal requests can also be counted. it s different from NPR, which is for TL9000 Measurement. Only Incident and

51、 Problem shall be counted. Only customer originated problem reports shall be counted.Definition and Calculation FormulaNumber of Requests,請求單數(shù)Closed: Number of requests Closed已關(guān)閉請求單數(shù)Closed means that the Closure Request is approved.Open: Number of the requests which have not been closed yet.未關(guān)閉請求單數(shù).

52、Resolved :Number of requests of which the Finish time of Final Service Target is not null.已解決請求單數(shù)Unresolved：Number of requests of which the Finish time of Final Service Target is null.未解決請求單數(shù) .Ratio of Requests Closed On Time 按期關(guān)閉率 Calculation RulesDuplicate Ticket, Rejected ticket or draft ticket s

53、hall be excluded.重復(fù)單、取消（拒絕)服務(wù)、暫存的單都不納入統(tǒng)計(jì)范圍。In cases where there is no ticket due to be resolved during the calculation period, the % Closed on Time is 100%.如果報(bào)告期內(nèi)沒有到期的單據(jù)，按期關(guān)閉率 就是100%。Definition and Calculation FormulaTotal Due to Be Closed: Number of requests due to be closed of which the due time i

54、s in the calculation period.應(yīng)關(guān)閉單數(shù)Total Closed on Time : The number of requests closed on time (Time to approve the closure request = Due time to achieve the final service target).按期關(guān)閉單數(shù)%Closed on Time : Closed on Time (%) = Number of requests closed on time / Number of requests due to be closed *100

55、% 按期關(guān)閉率Overdue & Closed：The number of requests of which the time to approve the closure request is not null and is greater than the due time to achieve the final service target.).超期已關(guān)閉單數(shù)Overdue & Open： The number of requests of which the time to approve the closure request is null, and the current s

56、ystem time is greater than the due time to achieve the final service target. .超期未關(guān)閉單數(shù).CSI, Customer Satisfaction Index 客戶滿意率Calculation RulesDuplicate Ticket, Rejected ticket or draft ticket shall be excluded.重復(fù)單、取消（拒絕)服務(wù)、暫存的單都不納入統(tǒng)計(jì)范圍。Only the ticket which had been called back successfully shall be