Dispatch / task / workorder

When an FSE is sent to a customer location to attend to an issue reported by the customer

FSE

Field Service Engineer, also known as a field agent

LOB

Line of business or product category

Utilization

Amount of time FSEs spent handling dispatches in a quarter

Workload

Amount of work to be done by engineers in terms of hours

Workload demand

Amount of work to be done by engineers in terms of hours based on the forecasted future demand

Workorder type

The type of dispatch / task / workorder, which may include hardware, software, or maintenance tasks

Overtime

Excess amount of workload beyond contracted work hours performed by FSEs

Dell / Partner split

Amount of work carried out by Dell and work outsourced to vendor partner indicating the workload proportion to be taken up by either

Expected efficiency / FSE utilization

Forecasted proportion of time the engineers invest in handling incoming dispatches across countries