HCL Commerce License Metrics

A Resource Value Unit (RVU) is a proof of entitlement based on the number of units of a specific resource that are used or managed. HCL Commerce License Metrics is an order line resource where you are able to produce a report of the count of any completed order lines for auditing purposes. For your specific RVU entitlement, refer to your license.

Prior to HCL Commerce Version 9.1.12.0, the Customer Service Representative (CSR) Post-Order Capability of HCL Commerce was measured on the basis of Order Lines only. Now, the Resource metrics are also used to track the usage. This also allows customers to use their purchased RVU entitlement for CSR capability. Also, the actions performed with the CSR capability are tracked separately for clarity.

The CSR can also:

Download the data in .csv format
Refresh data
Filter data based on custom date range, and current calendar year.
Sort data range as per monthly views of order lines, orders modified, appeasements applied, and orders exchanged or returned.
View cards displaying the total count base on the date filter.

The Site Administrator can access the License Metrics tool from the Management Center. From the hamburger menu, go to System Administration > License Metrics

The resources are consumed when the following actions are performed on HCL Commerce:

Orderline: A completed order line is created on completion of the check-out process of items in the shopping cart that a customer orders.
For example, a customer places the following order with the order total (before shipping and tax) of $335.
- Product A in single quantity with unit price of $10 and cart total of $10.
- Product B in 5 quantity with unit price of $5 and cart total of $25.
- Product C in 3 quantity with unit price of $100 and the cart total of $300.
So in this case, 3 resources (order lines) are consumed.
Order Modification: When the CSR capability is used to add, remove, or adjust quantity of items in the period between Submitted and Shipped state of an order. Multiple items can be modified at the same time during one transaction. The transaction count is incremented every time a modification is saved, even when a modified order is re-modified and saved.
For example, the customer realizes that they ordered the wrong quantities after placing the order. They now need three quantities of Product B (instead of 5) and 5 quantities of Product A (instead of 3). So the CSR makes the change on their behalf. This would consume one resource (as we are tracking modifications at the order level, not order line level). So the newly modified order will be:
- Product A in single quantity with unit price of $10 with cart total of $10.
- Product B in 3 quantity with unit price of $5 with cart total of $15.
- Product C in 5 quantity with unit price of $100 with the cart total of $500 with the Order total (before shipping and tax) of $525.
Appeasement: When the CSR capability is used to change the price via an appeasement in any status after the Submitted status of an order. Multiple appeasements can be applied to the same order during one transaction, like two different items in the order. When the appeasements are saved, the count is incremented by one. If the same order has additional appeasements applied at a later time, the count is incremented again when the appeasement is saved.
For example, if shipping takes far longer than what was promised when the customer places the order, the customer registers a complaint and the CSR gives a discount of 15% to the customer for their trouble. This would consume one resource (as we are tracking appeasements at the order level, not order line level). So the newly modified order will be:
- Product A in single quantity with unit price of $10 with cart total of $10.
- Product B in 3 quantity with unit price of $5 with cart total of $15.
- Product C in 5 quantity with unit price of $100 with the cart total of $500 with the Order total (before shipping and tax) of $525 - 15% = $446.25.
Return: When the CSR capability is used to initiate a return of items in an order. Multiple items from the same order can be returned during one transaction. When the return is saved, the count is incremented by one. If the same order has additional items returned at a later time, the count is incremented again when the return is saved.
For example, the customer has received products and they decide they do not want Products A and B, and wish to return them. The CSR performs a return action on Products A and B. This would consume one resource (as we are tracking returns at the order level, not order line level). So the newly modified order will be:
- Product A in single quantity with unit price of $10 with cart total of $10 and order status as Returned.
- Product B in 3 quantity with unit price of $5 with cart total of $15 order status as Returned.
- Product C in 5 quantity with unit price of $100 with the cart total of $500.
- Now the Order total (before shipping and tax) of $525 - 15% = $446.25 is changed to refund owing $21.25.

For each order that is submitted when you run the HCL Commerce License Metrics utility, HCL Commerce creates an ORDAUDIT record in the database.

HCL Commerce License Metrics keeps all records in the ORDAUDIT table. If a customer cancels an order, or returns part of an order, the data is not affected. The information kept in the records includes:

ORDERS_ID The identification number of the order.
STOREENT_ID The identification of the store where the order is placed from.
LINECOUNT The number of order lines in an order.
TIMEPLACED The time when the order was submitted.
OPTCOUNTER An optimistic predicate column. Every time there is a change to the database, the OPTCOUNTER column is updated.
- METRICSUM The transaction count for order-modify, appeasement and return actions.

Important: All data that is collected with HCL Commerce License Metrics must be retained for at least two years. Do not delete any records from the ORDAUDIT table until they expire. Retaining the data gives you the ability to access the data when an audit is being performed. For the expiration policy, refer to your HCL Commerce License Metrics license.