Provider Deviations
What is a Provider Deviation?
Provider Deviation is a Provider quality measure used by MOR. It indicates how much each active Provider in an LCR deviates from a specific reference Provider in the same LCR. This deviations is computed for ACD and ASR values and is measured in percent.
Provider Deviation Observers
Since X10 MOR offers a tool for periodically monitoring Provider Quality Deviations. The tool is named Provider Deviation Observers. The functionality can be used by the System Admin and comes with a Monitorings Addon. Provider Deviation Observers is found in the System Admin's menu under ADDONS -> Monitorings -> Provider Deviations.
Creating a new Observer
In a Provider Observers list it is possible to create a new Observer, edit an existing one, and check a current deviation status (the bar chart icon). The list table indicates an Observer ID, an observed LCR, a reference Provider, tolerated ASR and ACD deviations together with options for managing how often this deviation check is run.
A new Observer is created by clickg the Add new Provider Deviation Observer link and filling in the information in a newly opened form:
Form requires the following data:
- LCR - an LCR which is observed. Can only be chosen when the order is by percent.
- Provider - a reference or main Provider which all the other Providers are compared to. Can only be selected from a chosen LCR and must be active and non-hidden.
- ASR/ACD deviation - how many percent to the descending direction the deviation from the reference Provider is allowed. Note: only non-negative values are allowed.
- Check every - how often the deviation check is run (every n-th minute). Note: only positive values are allowed.
- Check last - how many minutes ago from now the ASR and ACD values are computed for. Note: only positive values are allowed.
- Report to - a User that receives a warning Email (must have a valid email address).
- Email - Email Template to be sent. Note: the following parameters can be used in this Template: lcr_name, provider_name (main Provider), asr_deviation, acd_deviation (tolerated ASR and ACD deviations).
