Nextian brings select, key performance metrics for services and elements from NMS/RMM into Salesforce.
These are simplified, aggregate figures available directly in the CRM that:
- Are easy to understand by the CRM users (account managers, sales reps).
- Enable meaningful, data-based conversations with customers without asking support teams for reports.
- The detailed information is still available in the Service Analyzer RMM/NMS (or other source monitoring systems).
| Important | Configuration which metrics are reflected in Salesforce happens entirely on the NMS/RMM side — Salesforce is only responsible for presenting the data. |
Each performance metric has the following information, stored in the Performance_Metric__c object:
| Field | Meaning |
|---|---|
| Name | Metric name, e.g., ‘Average Response Time (ms)’. It is possible to have multiple performance metrics with the same name; in that case it means that they pertain to the same counter and only have different aggregation levels. |
| Element | Element associated with the metric (set for metrics associated with elements rather than services). |
| Service | Service associated with the metric (set for metrics associated with services rather than elements). |
| Period | Period for which a metric is provided, e.g., ‘Last 24 Hours’, ‘Last Month’, etc. |
| Unit | Measurement unit for the metric: integer, decimal, percentage, etc. |
| Avg. Value | Average value of all samples over the measurement period. |
| Max. Value | Maximum value sampled over the measurement period. |
| Min. Value | Maximum value sampled over the measurement period. |
Performance metrics are presented in Performance Metrics sections of service and element details.
