Lights On Network Essentials

Lights On Network

Essentials

Participant Guide

Owner: Catalyst Building and Maintaining PathNet Anatomic Pathology

Effective Date: 07/28/2014 Version 30 Tracking #:

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®Cerner Corporation. All rights reserved. This document contains confidential and/or proprietary information belonging to

Cerner Corporation and/or its related affiliates which may not be reproduced or transmitted in any form or by any means

without the express written consent of Cerner.

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Effective Date: 07/28/2014 Version 30 Tracking #: 1125294332




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Table of Contents 1. Welcome.............................................................................................................................. 5

Learning Objectives .................................................................................................................................. 5

What to Expect ..................................................................................................................................... 5

Evaluation .............................................................................................................................................. 5

Getting Started ...................................................................................................................................... 5

Course Tools and Resources................................................................................................................ 6

Course Prerequisites ............................................................................................................................. 6

2. Continuing Clinical Education ........................................................................................... 7

Continuing Education Accreditation Statements ............................................................................... 7

Criteria for Verifying Participation and Successful Completion of the Learning Event ................ 8

FAQs...................................................................................................................................................... 8

3. Agenda ................................................................................................................................ 9

One Day workshop .............................................................................................................................. 9

4. Lights On Network General Overview ............................................................................. 11

Learning Objectives ............................................................................................................................ 11

Concepts .............................................................................................................................................. 11

Key Performance Indicators .................................................................................................................. 14

Daily Digest ......................................................................................................................................... 15

Dashboard Status ................................................................................................................................ 16

Domain Switcher ................................................................................................................................ 16

5. Technical Dashboards Overview ...................................................................................... 17


Concepts .............................................................................................................................................. 17

Response Time Dashboard ................................................................................................................ 17

System Management Dashboard ....................................................................................................... 20

System Compliance Dashboard ......................................................................................................... 22

Package Recommendations Dashboard ............................................................................................ 25

Event Analysis Dashboard ................................................................................................................. 29

Technical Dashboard Scenarios......................................................................................................... 30

6. Clinical Dashboards Overview.......................................................................................... 31


Concepts .............................................................................................................................................. 31

User Experience Dashboard .............................................................................................................. 31

Facility-Level Reporting ..................................................................................................................... 33

Key Physician Experience Metrics Overview ................................................................................... 33

Defining Usability ............................................................................................................................... 34

Workflow Metrics ............................................................................................................................... 36

MPages Profile .................................................................................................................................... 36

Standards Alignment Dashboard....................................................................................................... 38

Solution Compliance Dashboard....................................................................................................... 40

7. Final Activity ..................................................................................................................... 43



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Technical Dashboards Activities ....................................................................................................... 43

Clinical Dashboard Activities............................................................................................................. 44

8. Course Wrap Up................................................................................................................ 47

Course Summary ................................................................................................................................. 47

Further Knowledge/Additional Activities ........................................................................................ 47

For Further Reference ........................................................................................................................ 48

Thank You ........................................................................................................................................... 48

9. Appendix A: KPI Spotlight Analysis ................................................................................. 49

Navigate to the Spotlight Analysis Section ....................................................................................... 49

Key Performance Indicators .................................................................................................................. 49

Key Performance Indicator Selection Menu ........................................................................................ 50

Spotlight Analysis Section .................................................................................................................. 50

Spotlight Analysis Details ................................................................................................................... 51

Average Transaction Time ..................................................................................................................... 51

Login Average Response Time .............................................................................................................. 51

% User Interruption Free ....................................................................................................................... 52

Discern Alerts Overridden ..................................................................................................................... 52

Eligible Checks Passed (%) .................................................................................................................... 52

PowerOrders Navigation Clicks per Order .......................................................................................... 52

10. Appendix B: Comparing Function Timer Performance to Other Peers ....................... 53

Benchmarking ......................................................................................................................................... 53






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1. Welcome Welcome to the Lights On Network Essentials course. The purpose of this learning event is to

develop basic skills focused on the fundamentals of analyzing performance and clinical data for a

given client site to improve operational performance of the system and provider.

Learning Objectives

You will gain basic knowledge of the variety of dashboards available and how to take a proactive

approach to identify key factors.

Upon completion of this course, the participant will be able to:

• Define the general functionality of the Lights On Network reporting solution.

• Demonstrate the use of the components found in the technical reporting functionality.

• Demonstrate the use of the components of the clinical reporting functionality.

• Demonstrate competency in the use of Lights On Network functionality.

What to Expect This learning event is based on the principle of learning-by-doing. During this workshop, you will

participate in analyzing user data, identifying best practices, and using basic troubleshooting

techniques specifically related to Lights On Network for a client site.

Evaluation In this performance-based learning event, the instructor will evaluate your work and provide

feedback as you go along to ensure that you learn from each activity. The results of these

activities are evaluated and will determine comprehension of all aspects of the reports and data

available to optimize operational performance of the system and end-user experience at a client

site.

The instructor will identify the areas that the participant needs to study or practice.

Getting Started During the course, you will complete and submit to the instructor the deliverable listed below.

Comprehensive Report Activities



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Course Tools and Resources

Lights On Network uCern group

o uCern is a collaborative site that includes support materials such as user guides, including the Solution Reference Pages, Distributions (releases and upgrades), Communities (forums to discuss or ask questions}, and information about Illuminations Sessions, and many other resources. Check it out here: https://connect.ucern.com/community/cerner/solution_forums/groups/lights-on-netwo

The Solution Reference Pages o These are Lights On Network reference pages that can answer any detailed

questions on navigation and metric definitions. Check it out here: https://wiki.ucern.com/display/reference/Lights+On+Network+Reference+Pages

Remember these useful resources when using the applications and tools in this class and more

importantly when you are working on your own.

Course Prerequisites

1. Please make certain that access is granted through your local Web Security Officer. Learn

how to access Lights On Network here: https://wiki.ucern.com/display/public/reference/All+About+Accessing+the+Lights+On+Network

2. Set up Internet Explorer Browser settings by following the steps of this document here:

https://wiki.ucern.com/display/public/reference/Configure+Internet+Explorer+Browser+Settings

3. For a general overview before taking this course, please review the following flyer: https://applications.cerner.com/members/filedownload.asp?libraryID=56178

https://connect.ucern.com/community/cerner/solution_forums/groups/lights-on-netwo


https://wiki.ucern.com/display/reference/Lights+On+Network+Reference+Pages

https://wiki.ucern.com/display/public/reference/All+About+Accessing+the+Lights+On+Network

https://wiki.ucern.com/display/public/reference/All+About+Accessing+the+Lights+On+Network



https://applications.cerner.com/members/filedownload.asp?libraryID=56178






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2. Continuing Clinical Education

SESSION TITLE: Cerner Millennium: Lights On Network Essentials

Approved Credit(s): 6.6 CNE credit hours

Overall Purpose/Goals of Educational Activity: Improving access to information in today’s

healthcare organization is one of the key outcomes expected with implementation of an electronic

medical record (EMR). The Lights On Network reporting solution provides insights to system

performance and clinician utilization of the system using data downloaded daily. The purpose of

this learning event is to develop skills focused on analyzing performance and clinical data from

an organization’s EMR system. Participants will gain knowledge of the variety of dashboards

available and how to identify key performance indicators related to response time, workload,

system management, system compliance and the end-user experience. This learning activity

demonstrates how use of data can optimize performance and clinical adoption in order to support

‘best practices’ when implementing and adopting an EMR.

At the end of this course, participants will be able to:

Define the general functionality of the Lights On Network reporting solution.

Demonstrate the use of the components found in the technical reporting functionality. Demonstrate the use of the components of the clinical reporting functionality. Demonstrate competency in the use of Lights On Network functionality.

Disclosures:

Our contributing faculties and presenters have taken care to ensure that their information and

recommendations are accurate and compatible with the standards of practice and best available

evidence at this point in time. Faculty and presenters have been asked to disclose any relevant

financial relationships or conflicts of interest.

The planning committee and faculty have no relevant financial relationships or conflicts of

interest to disclose.

No commercial support has been provided for this activity.

Continuing Education Accreditation Statements Cerner Corporation is accredited as a provider of continuing nursing education by the American

Nurses Credentialing Center's Commission on Accreditation.

This learning activity has been awarded 6.6 nursing contact hours.



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Criteria for Verifying Participation and Successful

Completion of the Learning Event All participants wanting to receive continuing education credit for the course must attend 100%

of the educational activity. Participation must be validated by the faculty. Participants must also

complete the on-line attestation of attendance and the program evaluation. This will allow the

Continuing Education team to capture key information regarding where to send your certificate(s)

and evaluate our courses for improvement. Evaluations will be available for your completion for

14 days after the close of the course. Participants can expect to receive certificates within 30 days

of the close the evaluation.

FAQs What happens if I misplace my certificate?

An electronic copy of your certificate remains on file in our CE offices.

E-mail [email protected] to request a replacement copy of your

certificate.

Do the credit hours I receive in the state of Missouri apply to other state’s Continuing

Education requirements?

It is your responsibility to check with the state for which you are licensed to see what continuing

education credits are recognized in your state.

mailto:[email protected]






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3. Agenda

One Day workshop This workshop will require approximately one day for completion of all reading, lecture and

activities.

Time Topic or Activity

Morning Welcome and Introduction Lights On Network Overview

How To Access Homepage Overview Key Performance Indicators

Technical Dashboards

Response Time System Management System Compliance Package Recommendations

Event Analysis Noon Lunch Afternoon Clinical Dashboards

User Experience Key Physician Experience Metrics Standards Alignment

Final Activities

Technical Dashboard Activities Clinical Dashboard Activities

Additional Activities/References



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4. Lights On Network General Overview

Learning Objectives Upon completion of this section, you will be able to:

Understand the key benefits of the Lights On Network Identify the key users of the Lights On Network solution within the organization Demonstrate how to access the solution Demonstrate the data collection process of metrics for the dashboards and reports Articulate what type of data can be found in each dashboard

Concepts

Mission Statement

To enhance the connection between Cerner and Cerner Clients, provide access to operational,

clinical, and system usage information while offering best practices to improve system

operations, end-user experience and Client satisfaction.

What is the Lights On Network?

High-level dashboard tool for trending and analysis of system and clinical usage data

Provide transparency to system performance and best practices Measure aspects of end user experience and system interaction Summarize and present information to determine a course of action Next-day data analysis and “drill to exception” Free application for all Cerner Millennium clients

What is NOT the Lights On Network?

Not a custom or real-time reporting tool or dashboard

Not a warehouse for patient data

Who will use the Lights On Network?

You will use Lights On Network to monitor physician performance and identify

opportunities to improve their workflow This solution is meant for C-suite, Application Leads, Directors, Analysts, System

Engineers, and so on. A Physician will NOT login to this tool to view data.



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What is Required for the Lights On Network?

1. Stay current on Enterprise System Management Package

2. Initial set up for System Best Practices 2. Stay current on the Olympus solution 3. Initial set up for Crash Analysis 4. Manage access through a local Web Security Officer

Data Collection Process

This is how data is collected from an organization:

1. Data is collected at a site on a nightly basis and sent back to the Cerner data warehouse where the data is organized.

2. From the Data warehouse the data is shown through the Lights On Network where you can view via the dashboard portal. Data is also sent to other Cerner teams to improve the next release.

Key Benefits

Lights On Network provides many avenues to improve operational processes at an

organization. This solution can help:

Troubleshoot system or user level issues Track user or solution level adoption Benchmark and transparency to issues Implement or monitor best practices Identify gaps in efficiency and training opportunities Improve physician workflow by aligning to Cerner standards






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Example Use Cases

Here are but a few example use cases that can be found in the Lights On Network.

How To Access Lights On Network

1. Once access is granted through the Web Security Officer go to:

https://lightson.cerner.com 2. Click Access Your Dashboard

https://lightson.cerner.com/



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Key Performance Indicators

Upon entering the Lights On Network, you will see a summary of key metrics that are color

coded. This provides a quick at-a-glance view of which metrics that need focus on. Each

metric ranges from a technical and provider perspective. This is a great starting page for those

who are beginners at using this solution. Clicking any metric provides a detailed summary of

what that metric is measuring, a daily trend of that metrics value, and a spotlight analysis

section to show the top providers or function timers that have the greatest values. This is a

great quick reference guide into these metrics:

https://wiki.ucern.com/display/public/reference/All+About+Spotlighting+Possible+Areas+for

+Improvement

Links

Key Performance Indicators User Guide: https://wiki.ucern.com/display/public/reference/Use+Key+Performance+Indicators+(KPI)

Lights On Network Overview Video: https://connect.ucern.com/cernerVideos/23317

https://wiki.ucern.com/display/public/reference/All+About+Spotlighting+Possible+Areas+for+Improvement

https://wiki.ucern.com/display/public/reference/All+About+Spotlighting+Possible+Areas+for+Improvement

https://wiki.ucern.com/display/public/reference/Use+Key+Performance+Indicators+%28KPI%29

https://wiki.ucern.com/display/public/reference/Use+Key+Performance+Indicators+%28KPI%29

https://connect.ucern.com/cernerVideos/23317






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Daily Digest Save time monitoring the metrics that are most important for your site by creating your own

custom Daily Digest Template. This ground-breaking functionality enables you to create a

custom, dashboard template with any metrics available within Lights On Network. Signing

up is quick and easy, follow the steps below to receive your Daily Digest!

1. In the Key Performance Indicators section on the Overview tab, click Select

Template and then select Daily Digest. 2. Click Manage Daily Digest to change the default metrics. 3. Select the Population and Metrics to be included in your Daily Digest. Your

selections are saved automatically. 4. To receive emails of your Daily Digest, click the On button.

Links

Daily Digest User Guide: https://wiki.ucern.com/display/public/reference/Use+Daily+Digest

https://wiki.ucern.com/display/public/reference/Use+Daily+Digest



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Dashboard Status Click the link located in the Overview tab. View when metric data has been received by

Lights On Network for the past 180 days in the table. If no data is populated, troubleshooting

documentation is provided on the right to assist with data issues.

Domain Switcher Lights On Network monitors both production and non-production environments that are

configured to send data appropriately. The Domain Switcher is located in the top right corner

of the screen; which shows all available environments for a given client, and enables a user to

select a different environment.






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5. Technical Dashboards Overview


Compare response time data to other peer groups Troubleshoot system level issues

Monitor system performance data Identify system compliance to Cerner best practices

Concepts Learn about the key dashboards and metrics around system performance and best practices.

Response Time Dashboard The Response Time dashboard reports on all timers measuring different activities done within

Cerner Millennium. Function timers are written into the Cerner Millennium code to capture

timings for end user system actions 1700+ function timers exist in Cerner Millennium

2012.01 Release Update.

View timers at the monthly level, 13 month trend level, or even daily trend level.

View code performance comparisons of organization data to Cerner peer groups.



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How Can This Help You?

The information provided in this dashboard can help troubleshoot system or even user level

issues. For example, a physician might complain that it takes too long to open up a view in

PowerChart and you can go in and find that specific timer to see how long it's taking on

average to use that functionality in the workflow. Another benefit to this dashboard is that an

organization can compare their timer response times to a selected peer group (same release,

platform, and hosted type to compare "like" for "like") in the Benchmarking link.






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Analyzing Response Time

Several factors can influence transaction response times. Variables such as user preferences,

system resource consumption, and solution configuration can noticeably impact the overall

system performance. Another possible consideration is the scope of impact; is the issue being

experienced by a large group of users or is it isolated to only a few? Below are a few

recommended steps for investigation:

Determine Timer Details: Review the Function Detail Dictionary for the function in

question to help determine what transaction is being measured. Analyze Data with Olympus: Analyze the current day's timer records using

Olympus to determine the workflows and users impacted. Determine if there are transactions for the functions in question from the current day which exceed the benchmark.

o View the Olympus training video at the end of this section for additional help.

Investigate User Experience: Determine if users are experiencing slowness for the particular workflow.

Reproduce Workflow: Capture transactions in the system.mlg and crmtimer.mlg files when logging a Service Record. It is also recommended to use Citrix Smart Auditor to record the on-screen activity of any user's session, if it is available in your system.

Key Reports

Benchmarking: Client to Benchmark Summary – Compare all function timer performance to a like peer group (same release, platform, and host type). (1)

o What to look for:

Function timers with the greatest difference between the client average and benchmark average.

Take into consideration the total client transaction count when evaluating the impact.

Note Clicking a timer name displays additional details such as the definition and solution

responsible for the timer.

Period Reporting: Monthly, Daily, and Hourly Reports (2) o Each report provides timer performance summary but for a specific time

period. o Monitor trends, spikes, and dips of performance.

o Located at the top of the Response Time dashboard.



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Additional Information – Response Time Dashboard

Function Detail Dictionary – View a complete list of what function timers measure

and the queue to log a troubleshooting question (3) Function vs. Transaction:

o What is the difference? A function refers to a single timer. A transaction is a single execution of that timer. For example, the patient search timer is a

function that can be executed hundreds of times per day. Each of those executions is referred to as a transaction. The function-transaction is a one-to-many relationship.

o What does each timer mean? Each timer measures a piece of functionality in a solution. The Function Detail Dictionary located in the Response Time dashboard provides a definition and where to log an SR ticket for additional questions and troubleshooting.

Links

Response Time Dashboard: https://wiki.ucern.com/display/reference/Use+Response+Time+Dashboard

Training Video: https://connect.ucern.com/cernerVideos/22329

Analyzing RTMS Timers: https://wiki.ucern.com/display/public/reference/Analyzing%20RTMS%20Timers%20with%20Olympus

System Management Dashboard The System Management dashboard contains information regarding database metrics, and

back-end server data. View crash information as well as see reports on table growth and

sequences.


The information provided in this dashboard can help you identify how the system is

performing. View total front-end crash counts and additional details of these crashes such as

recommended packages to resolve the problem. Database metrics are provided which include

SQL Executions, Logical and Physical I/O per Second metrics, and Back-End metrics to

determine CPU or Physical memory the system is taking up on average.

https://wiki.ucern.com/display/reference/Use+Response+Time+Dashboard


https://wiki.ucern.com/display/public/reference/Analyzing%20RTMS%20Timers%20with%20Olympus

https://wiki.ucern.com/display/public/reference/Analyzing%20RTMS%20Timers%20with%20Olympus






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Workload Dashboard

The workload dashboard displays relevant workload key performance indicators

within Cerner Millennium, providing insight into system load, variability and trending. The

following metrics can be reviewed and analyzed in detail within the dashboard:

Hourly Application Login Rates

Order Volumes Chart Opens Appointments Registrations Inbound/Outbound Interfaces

Each metric is represented by a graph which trends performance over the past 14 days; the

trend line reflects the 14-day average. Select any data point within the graph to view the

Hourly Details or Extended View of performance. All reports can be downloaded to Excel

for further analysis.



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Links

System Management User Guide: https://wiki.ucern.com/display/reference/Use+System+Management+Dashboard

Workload Dashboard User Guide: https://wiki.ucern.com/display/reference/Use+Workload+Dashboard

System Compliance Dashboard The system compliance dashboard provides information on passed or failed checks running

through the system.

There are 500+ audits/checks running on the Oracle Configuration, Operating System, Cerner Millennium Configuration, and Known Errors.

View all passed and failed checks for a given category by clicking the category within the chart.

Quickly review check details for a given category and dismiss any check across multiple environments.

Export a CSV file containing all checks pass/fail status from within the Options list under Compliance Report.

View compliance status across all environments (PROD and non-PROD) under Options > Cross-Environment Compliance Report.

https://wiki.ucern.com/display/reference/Use+System+Management+Dashboard

https://wiki.ucern.com/display/reference/Use+Workload+Dashboard






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Keep the system running smoothly by making sure applicable checks are passing. For more

detailed information please review the user guide listed at the bottom of this section.

Key Reports

Non-Compliance Report -- A CSV download that shows all failed checks excluding

layered software. Compliance Report -- A CSV download that shows all checks (passed and failed)

excluding layered software. Cross Environment Compliance Report -- A CSV download that shows

compliance by environment across the system. Layered Software Non-Compliance Report -- A CSV download that shows all

failed checks for layered software. Layered Software Report -- A CSV download that shows all checks (passed and

failed) for layered software.



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Additional Information – System Compliance Dashboard

Audit Areas:

o Known Errors – These audits are the result of a Cerner Flash, software defect, or configuration setting that can cause the system to become unstable and may lead to an incomplete functionality, performance degradation, or outage.

o Oracle Configuration - This displays the results of comparing the Oracle settings on the system to Cerner Millennium System Settings Guide and CernerWorks' best practices. Note that not all settings are audited.

o Operating System Configuration - This displays the results of comparing the OS settings on the system to Cerner Millennium System Settings Guide and CernerWorks best practices. Note that not all settings are audited.

o HNAM (Millennium) Configuration – This displays the results of comparing the Cerner Millennium settings on the system to the Cerner

Millennium System Settings Guide and CernerWorks best practices. Note that not all settings are audited.

o CAMM Configuration – Displays the results of comparing the CareAware MultiMedia settings on the system to the Cerner Millennium System Settings Guide and CernerWorks best practices. Note that not all settings are audited, and this data is only visible for clients using CAMM and configured to send this data to Lights On Network.

o Layered Software – Displays the overall compliance of checks performed across all software within the architecture to determine whether the current software version meet or exceed minimum standards for optimal Cerner Millennium performance. Compliance status is displayed according to software category, title, and node to understand where upgrades are needed. Note that these audits are only applicable to remote hosted clients, and the checks are created to evaluate current compliance status for the 2012.01 code levels.

Dismissing Checks – Audits/checks may be easily dismissed by selecting a software category, and clicking 'dismiss' for a given audit. The check dismissal feature also enables a check to be dismissed across multiple environments. Note that dismissed checks are immediately accounted for in the compliance score, and can be accessed in the Dismissed Checks box on the main System Compliance page.

Links

System Compliance User Guide: https://wiki.ucern.com/display/reference/Use+System+Compliance+Dashboard

System Compliance Training Video: https://connect.ucern.com/cernerVideos/22681 Layered Software User

Guide: https://wiki.ucern.com/display/reference/Use+System+Compliance+Dashboard#UseSystemComplianceDashboard-LayeredSoftwareBanner

https://wiki.ucern.com/display/reference/Use+System+Compliance+Dashboard


https://wiki.ucern.com/display/reference/Use+System+Compliance+Dashboard#UseSystemComplianceDashboard-LayeredSoftwareBanner

https://wiki.ucern.com/display/reference/Use+System+Compliance+Dashboard#UseSystemComplianceDashboard-LayeredSoftwareBanner






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Package Recommendations Dashboard The Package Recommendation Dashboard identifies packages for resolving crashes,

obligations, requested solution changes, and known issues. Recommended packages for

resolving known issues are determined based on the environment's package installation

history, while crash resolutions are derived from crashes experienced in the environment

within the past 90 days. Package Recommendations can be accessed from either the Key

Performance Indicators tab or the Packages tab.

Targeted Package Recommendations

Targeted Package Recommendations provides a quick, easy to read view of packages related

to crashes, obligations, and requested solution changes. All targeted package

recommendations can be identified by the number of recommended corrections shown in red.

The percent of total crashes experienced within the past 90 days with a package resolution

available is also displayed with the KPI.



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How Can Package Recommendations for Crashes Help You?

Identify packages that resolve crashes applicable to an environment

Prioritize packages based on % of crashes resolved

Assess overall impact to physicians and all other providers

Follow the user guide listed at the bottom of this section for a quick overview.

Package Recommendations for Known Issues

Package Recommendations for Known Issues proactively improves system performance and

stability to review recommendations and identify packages with the greatest potential impact

on a system.

How Can Package Recommendations for Known Issues Help You?

Reduce system variance and improve overall user experience with faster adoption of code fixes from a centralized location.

Apply robust filtering for quickly identifying package resolutions for specific solutions (for example, PowerOrders, PowerNote, and so on).

Dismiss Packages that are either not immediately impactful, or do not meet current project timelines.






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Follow the user guide for a quick overview.

Key Reports

Package Recommendations for Crashes - In the Filter by Category section of the

dashboard, select Crash o What to look for:

Available packages that resolve a higher percent of crashes. The number of impacted providers for a package. This is the number

of providers that experienced at least one crash in the last 90 days that would be resolved by installing the package.

Has the package been installed in another environment (for example, already installed in CERT).

% User Interruption Free - Click % User Interruption Free from the KPI section on the Overview page.

o What to look for: A lower % User Interruption Free indicates that a high number of

users are experiencing crashes.



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For the users experiencing crashes, determine the impact to those users by evaluating the Average Interruptions per User metric.

Application Crash Details - Click % User Interruption Free from the KPI section on the Overview page. Click View All in the top right-hand corner of the Top 3 Impacted Providers table under the Spotlight Analysis section.

o What to look for: Users that have a count in the Application Crashes column. These

are the providers that experienced a crash. Click the link in the Crash Details column to view the time and

server of the crash. This can be used to look up a Smart Auditor file for further analysis.

Additional Information – Package Recommendations

What is considered a Crash? A crash is identified as any abnormal front-end application termination that directly impacts the end-user's experience. Crashes that have known resolutions have an associated solution change (CR).

Note Not all crashes are included in the crash metrics displayed. Any crash that is not related to the end-user experience (such as crashes that occur on exit of an application) are considered a Non Qualifying crash.

How is a Crash Recommendation determined? A recommendation is triggered by any of the following:

o Solution Change (CR) identified for a unique crash fingerprint. o Installation History received by Lights On Network. o Front-end application crashes received by Lights On Network.

How is a Known Issue Recommendation determined? o Lights On Network scans all packages currently installed in the environment.

If any of those packages contain a Known Issue, and the Known Issue has

already been resolved on another package, then the resolving package is a candidate for being recommended. Packages are recommended only if they are available to the client.

Links

Package Recommendations User Guide:

https://wiki.ucern.com/display/public/reference/Use+Package+Recommendations Package Recommendations Training Video:

https://connect.ucern.com/cernerVideos/23694 Crash Recommendations User

Guide: https://wiki.ucern.com/display/reference/Use+Crash+Recommendation+Manager

https://wiki.ucern.com/display/public/reference/Use+Package+Recommendations


https://wiki.ucern.com/display/reference/Use+Crash+Recommendation+Manager

https://wiki.ucern.com/display/reference/Use+Crash+Recommendation+Manager






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Event Analysis Dashboard The Event Analysis dashboard is designed to facilitate the comparison of Organizational

metrics across a specific event. An event can be a code upgrade, system maintenance, or

build changes, and so on.


If a training class was facilitated for physicians to improve their key clicks to place orders,

you can use this dashboard to do a before and after comparison and see if there was

improvement. Another example would be if a site had a code upgrade, you can view if

performance improved.

Links

Event Analysis User Guide:

https://wiki.ucern.com/display/reference/Use+Event+Analysis+Dashboard Event Analysis Training Video: https://connect.ucern.com/cernerVideos/22324

https://wiki.ucern.com/display/reference/Use+Event+Analysis+Dashboard




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Technical Dashboard Scenarios

1. You received a ticket from an ED physician using FirstNet. The flowsheet (accessed

from FirstNet) is taking too long to load. Where can you find the average response time to load the flowsheet in FirstNet?

2. Your site takes a package to correct a reoccurring crash. Where can you see the total crashes that occurred before and after the package was taken?






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6. Clinical Dashboards Overview


Optimize the physician experience Identify training opportunities to improve the PowerOrders and PowerNote workflow

Configure Cerner Millennium to the Cerner standard for physicians

Concepts Learn about the key dashboards and metrics around the clinical workflow.

User Experience Dashboard The User Experience dashboard provides you with metrics to learn about the provider's

experience while comparing all metric values to a filtered peer group. View the metrics

around the PowerOrders and PowerNote workflow and identify training opportunities to

improve workflow.

Select from 200+ Physician and Nursing Metrics in this dashboard.

Customize the time period to view trends on a daily or monthly level, back to the past 13 months.

View and compare performance at the facility, specialty, position, and provider level. Compare all metrics to a customized peer group.



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This dashboard provides many physician and nursing metrics to track adoption, performance

and usability. All of the information provided can be expanded to the Position, Specialty and

Provider level. For more information please review the following user guide:

https://wiki.ucern.com/display/reference/Use+User+Experience+Dashboard







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Facility-Level Reporting User Experience metrics can be analyzed at the facility level to help provide a better

understanding of performance and identify areas to target for improvement. Measure post-

conversion adoption or compare a facility to the environment to identify gaps and measure

progress. Below are key features of the facility-level reporting:

Metric Summary details provide a quick view of performance for the top three largest

facilities. 'All Facilities' report shows progress for a given metric across all facilities in the

environment. By Facility report type enables a comparison one or more facilities to the rest of the

environment.


Analyze a single facility's user experience metrics to better understand performance.

Evaluate a single metric across all facilities to identify those that are performing better or worse than the environment.

Quickly identify facilities to target based on overall impact to the environment.

Facility Assignment

Facility assignment is based on two types of activity:

1. Order Activity is the primary facility source, and looks at the patient's encounter at

the time an order was placed to determine the facility for that order. 2. Patient Encounter Relationship is the secondary facility source, and looks at a

provider's encounter relationship to determine facility if no orders were placed.

Links:

Facility

Assignment: https://wiki.ucern.com/display/public/reference/Use+User+Experience+Dashboard#UseUserExperienceDashboard-GeneralFacilityAssignment

Key Physician Experience Metrics Overview This section will review the key Physician Experience metrics that are the default view of the

table shown upon clicking the User Experience dashboard. The definition, calculation, usage,

and technical source will be reviewed for each metric.

Key Physician Experience Metric definitions are included at the end of this section.

https://wiki.ucern.com/display/public/reference/Use+User+Experience+Dashboard#UseUserExperienceDashboard-GeneralFacilityAssignment

https://wiki.ucern.com/display/public/reference/Use+User+Experience+Dashboard#UseUserExperienceDashboard-GeneralFacilityAssignment



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Defining Usability

What Is a Deviation? A deviation is any user navigation outside of a PowerOrders

session. An example would be leaving an order session to navigate to the results tab. Deviations can be included or excluded when viewing reports for navigation clicks, data entry events and elapsed time.

What Is an Order Session? A PowerOrders session that begins when the PowerOrders component is access and is completed when an order is successfully signed.

How Are Clicks and Elapsed Time Measured? Key clicks and elapsed time are measured using a combination of the Response Time Measurement System (RTMS) functions. RTMS functions are written into the Cerner Millennium code to measure

the code execution time associated with key user actions such as signing an order.

Analyzing Usability Data

When analyzing the Usability data, keep in mind the factors that can influence the total

number of key clicks or elapsed time. Some of these factors include:

Adoption: How has the implementation of efficiency tools such as PowerPlans and Caresets impacted the key click and elapsed time data?

Training: Could additional training influence user functionality usage and subsequently reduce overall key clicks and elapsed time to place an order?

Configuration Optimization: Could overall key clicks and elapsed time be reduced by the optimization of existing or the creation of new Caresets and PowerPlans?

Key Physician Experience Metric Definitions

Only sessions with signed orders are summarized and returned.

Sessions that do not result in a signed order are not counted.

Only orders placed using PowerOrders qualify. Other ordering pathways such as MPages, Department Order Entry, Pharmacy Medication Manager, EasyScript, and so on, do not qualify and do not return data.

Metric Name Definition Calculation

Login Average Response Time

The average time from when the user submits login information to when the action has completed processing.

The sum of the response time for all measured login transactions (regardless of the function) divided by the total number of transactions.

Front-End Crash Count

A crash is identified as any abnormal front-end application termination that directly impacts the end-user's experience.

The number of abnormal application terminations.

Convert to Percentage of documented or prescription Total Inpatient Auto-Converted






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Inpatient Auto-

Convert (%) orders that were automatically converted

to inpatient. A successful auto-conversion is where the user was not presented with the alternative window.

/ (Total Inpatient Auto-

Converted + Total Inpatient Not Auto-Converted).

Convert to Prescription

Auto-Convert (%)

Percentage of inpatient orders that were automatically converted to prescription

orders. A successful auto-conversion is one where the user was not presented with the alternative window.

Total Prescription Auto-Converted / (Total Prescription

Auto-Converted + Total Prescription Not Auto-Converted).

% Order Entry

(AHRQ) The percentage of orders placed by a

physician that are entered electronically by the same physician and Per-Policy Orders that do not require co-signature.

Total parent orders entered

electronically by physician + Per-Policy or Protocol Orders / Total parent orders placed by physician.

Parent Orders Total orders entered electronically by the

provider. Excludes frequency order instances. For example, a provider prescribes a patient to take a meds Q4h for 5 days the Parent Orders value shows 1 order.

Total number of orders entered

electronically by a provider.

Clinical Notes Signed*

The number of clinical notes signed by a provider.

Total number of clinical notes signed by provider.

PowerNotes Signed

PowerNotes that are signed, forwarded, or refused are considered.

3 ways a signed document can be counted in the system:

Completed, Refused, Requested. % of Applicable Discern Alerts Overridden

The percentage of all Discern Alerts that have been overridden based only for the alerts available for override. Note: Multum

Alerts are not included in this metric.

Total Discern Alerts Overridden / Total Discern Alerts Available for Override.

Total Clicks per Order with Deviations

An average of the total count of all navigation clicks and data entry events including deviations within an order session.

(Total Clicks + Total Key Board Taps)/Total Orders Placed.

Elapsed Time per Order with Deviations

Total time used to place an order in seconds including deviations.

Total Seconds to Place Orders / Total Orders Placed.

% of Order Sessions using PowerPlans

Percentage of the total number of order sessions that had at least one PowerPlan selected.

Total Order Sessions with at least 1 PowerPlan Selected / Total Order Sessions.

% of Order Sessions using CareSets

Percentage of the total number of order sessions that had at least one Careset selected.

Total Order Sessions with At Least 1 Careset Selected / Total Order Sessions.

% of Order

Sessions using Favorites

Percentage of the total number of order

sessions that had at least one order placed using favorites.

Total Order Sessions with At

Least 1 Order Placed Using Favorites / Total Order Sessions.

% of Order Sessions Using Folders

Percentage of the total number of order Sessions that had at least one order placed using folders.

Total Order Sessions with At Least 1 Order Placed Using Folders / Total Order Sessions.

% of Order Sessions Using Search

Percentage of the total number of order sessions that had at least one order placed using search.

Total Order Sessions with At Least 1 Order Placed Using Search / Total Order Sessions.



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Workflow Metrics Released in late 2013, workflow metrics offer better insight into physician productivity by

providing a deeper level of granularity for key physician workflows to help identify areas of

efficiency and promote them throughout the organization. Workflow metrics measure the

elapsed time and total number of workflows executed for a given category, see table below

for a description of each workflow metric category.

Workflow

Category Objective

Basic Orders Use Basic Orders Metrics to determine the elapsed time and total number of PowerOrders workflows.

Order Sets Use Order Sets Metrics to determine the elapsed time and total number of PowerPlan workflows.

Enhanced Meds Rec

Use Enhanced Meds Rec metrics to determine the elapsed time and total number of Enhanced Meds Rec workflows.

Documentation Use Documentation Metrics to determine the elapsed time and total number of PowerNote create note workflows.

Note Workflow metrics are only available to clients configured to send discrete data to Lights On Network using Olympus. Access configuration steps in the Links section below.

MPages Profile The MPages Profile is a centralized view for tracking MPages performance and adoption

across MPages views, facilities, specialties, and providers.

Key Benefits

Quickly analyze performance across MPages views, facilities, specialties, and

components Identify the most visited MPages for your organization View performance details for individual providers Compare component performance to other Cerner client groups

Note Monitoring for custom-coded MPages is not supported today, however guidance will be provided in late 2014 on how to make them reportable.






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Requirements

The following prerequisites are needed to use this dashboard:

1. Configuration to send discrete RTMS data to Cerner is required to view the MPages Dashboard. For additional details on how to get configured to send discrete RTMS data, see Sending Olympus Data to Lights On.

2. You must have active MPages sending data in order to view activity in the dashboard.

Links

User Experience User Guide:

https://wiki.ucern.com/display/reference/Use+User+Experience+Dashboard User Experience Training Video: https://connect.ucern.com/cernerVideos/22330 Workflow Metric

Definitions: https://wiki.ucern.com/display/public/reference/Use+User+Experience+Dashboard#UseUserExperienceDashboard-Workflow

Workflow Metrics Configuration

Requirements: https://wiki.ucern.com/display/public/reference/Sending+Olympus+Data+to+Lights+On#SendingOlympusDatatoLightsOn-%26nbsp%3B%26nbsp%3BDiscreteRTMSdata

How to Use Workflow Metrics to Improve Physician Productivity: https://connect.ucern.com/servlet/JiveServlet/previewBody/302409-102-1-868013/Workflow%20Metrics%20One%20Pager.pdf

MPages Profile User Guide: https://wiki.ucern.com/display/reference/Use+MPages+Dashboard

MPages Profile Tutorial Video: https://connect.ucern.com/cernerVideos/24089

https://wiki.ucern.com/pages/createpage.action?spaceKey=courses&title=Sending+Olympus+Data+to+Lights+On&linkCreation=true&fromPageId=1139572873



https://wiki.ucern.com/display/public/reference/Use+User+Experience+Dashboard#UseUserExperienceDashboard-Workflow

https://wiki.ucern.com/display/public/reference/Use+User+Experience+Dashboard#UseUserExperienceDashboard-Workflow

https://wiki.ucern.com/display/public/reference/Sending+Olympus+Data+to+Lights+On#SendingOlympusDatatoLightsOn-%26nbsp%3B%26nbsp%3BDiscreteRTMSdata



https://connect.ucern.com/servlet/JiveServlet/previewBody/302409-102-1-868013/Workflow%20Metrics%20One%20Pager.pdf

https://connect.ucern.com/servlet/JiveServlet/previewBody/302409-102-1-868013/Workflow%20Metrics%20One%20Pager.pdf

https://wiki.ucern.com/display/reference/Use+MPages+Dashboard




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Standards Alignment Dashboard The Standards Alignment dashboard provides you with the tools to learn how aligned your

physicians are to the Physician Experience Playbook. You can analyze the alignment by topic

or physician position, and see the areas of most need for alignment. For more information,

visit the Physician Experience wiki page:

https://wiki.ucern.com/display/PhysicianExperience.

Improve a physician’s workflow by aligning their standards to Cerner standards. What is the level of IT work effort, physician training, or workflow impact for each

physician standard? Identify standards aligned for a specific physician.

The Standards Alignment dashboard prioritizes Cerner configuration settings by value added

and required work effort, and groups them into meaningful functional topics, facilitating the

creation of an actionable work plan for implementing improvements. The current list of

standards includes preferences and privileges that are relevant to a physician's interaction

with the PowerChart or FirstNet application. There are 4 different approaches for creating an

action plan based on the standards details:

1. By Effort: Are there any low effort and high value standards that are not aligned?

2. By Topic: Is there a specific solution that you want to improve? 3. By Physician Position: Are you working with a pilot group of physicians within the

same position? 4. By Specialty: Align with the Physician Experience Playbook for physicians’

specialties.

https://wiki.ucern.com/display/PhysicianExperience






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The Standards Alignment dashboard prioritizes Cerner configuration settings by value added

and required work effort, and groups them into meaningful functional topics, facilitating the

creation of an actionable work plan for implementing improvements. The current list of

standards includes preferences and privileges that are relevant to a physician's interaction

with the PowerChart application. To learn more on navigating the dashboard and its details,

please refer to the user guide.

Solution Compliance Dashboard The Solution Compliance dashboard is a system of solution-based checks performed on a

Cerner Millennium database to identify possible issues that may be impacting system

performance or usability. The potential issues that are evaluated have been identified as

common problems at user sites, and the recommended settings and instructions for correcting

issues adhere to Cerner's recommendations for optimum system performance and data

integrity.






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Enables continued monitoring of a Cerner Millennium system over time to ensure

that it is always functioning at the optimal level. Provides a graphical representation of the Solution Compliance daily trend. Displays individual categories and sub-categories with corresponding pass / review

statistics for the selected Solutions / Topics.

Reports Available

Recommendation Variance Check Report Variance Check Detail Report Combination Lookup Report Data Dictionary Report

Links

Solution Compliance User Guide: https://wiki.ucern.com/display/public/reference/Use+Solution+Compliance+Dashboard

Additional Information – Standards Alignment Dashboard

Click the link for the standard to gain insight into its definition, benefits, and other

considerations.

Links

Standards Alignment User Guide:

https://wiki.ucern.com/display/public/reference/Use+Standards+Alignment+Dashboard

Training Video: https://connect.ucern.com/cernerVideos/22331 Physician Experience Wiki: https://wiki.ucern.com/display/PhysicianExperience

https://wiki.ucern.com/display/public/reference/Use+Solution+Compliance+Dashboard

https://wiki.ucern.com/display/public/reference/Use+Solution+Compliance+Dashboard




https://wiki.ucern.com/display/PhysicianExperience



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7. Final Activity

Technical Dashboards Activities 1. You want to see the slowest performing function timers at your site compared to a

peer group (clients with same code level, platform and attributes as your site). Use

the Benchmark Summary Report to locate this information using peak hours. Find the

top ten slowest performing function timers in comparison to a peer group for a

month. Make certain the Client to Benchmark summary report is used with the same

attributes of the organization to other peers and use core hours.

2. Multiple providers have informed you that there have been reoccurring crashes in

PowerChart and FirstNet. Use the Package Recommendations dashboard to

determine which packages are available to resolve these issues. Prioritize the top

three packages based on the percentage of total crashes resolved and overall impact

to your providers. Be sure to review the package details to find the impacted

providers for each package.

3. A client has been experiencing performance issues. They installed packages to

improve performance, and now want to determine if an improvement was seen at the

site for the current month in comparison to the last month. For the metrics below, did

performance improve, stay the same, or get worse? What report displays the exact

Delta (change) that occurred between the current month and baseline month for each

function timer based on the metrics below?

Event Analysis – Performance Metrics.

Average Transaction Response Time

% of Transactions <=2 Seconds % of Transactions >5 Seconds Total Transactions

For the metrics above, did performance improve, stay the same, or get worse?

Identify the top 3 timers that had the greatest delta from the Detailed Comparison

report of the last day from the Comparison Range graph.



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Clinical Dashboard Activities 1. Identify a physician who has the highest Elapsed Time per Order without

Deviations, and another who has the lowest elapsed time for the last month.

Next Steps:

Filter the User Experience dashboard to the following metrics and compare the

two providers:

Parent Orders % of Order Sessions using PowerPlans % of Order Sessions using Favorites % of Order Sessions using Folders

% of Order Sessions using Search

2. Aside from your Lights On Network PDF guide, where can you find how

navigation clicks per order without deviations is calculated?

3. In the Standards Alignment dashboard, identify the following:

What is the overall alignment percentage for Low Effort/Physician Training

standards?

Identify the specialty with the highest number of users. o How many standards are aligned for the specialty? Include

percentage.

o For that specialty, what is the overall alignment percentage for the Orders topic?

o Click the alignment percentage to view all standards for Orders. o Filter the report to find all standards with low IT work effort and low

physician training. How many standards are there after filtering?






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4. You want to improve your sites alignment with Cerner Standards. Due to time

and resource constraints, you decide to configure standards that are low IT and

low physician training. How would you locate standards that are both low IT and

low physician training in LON?



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8. Course Wrap Up

Course Summary During this course you completed activities to help analyze technical and clinical data through

reports provided in Lights On Network.

Review Learning Objectives

Identify training opportunities for PowerOrders or PowerNote workflow

Improve Physician workflows by aligning with Cerner standards Track user and solution level adoption Implement and monitor system best practices Compare client performance to other peer groups Troubleshoot system and user level issues

Further Knowledge/Additional Activities

PowerOrders Usability Report

Run for prior month to identify physicians taking longer than their peers to enter orders.

Note

In addition to identifying the physicians with longer elapsed times, also consider identifying physicians with the best elapsed times for comparison sake.

How to Access

1. Click the User Experience dashboard.

2. Click the link in the top right-hand box to view the physicians with the worst clicks or elapsed times per order.

What to Look For

Assess impact by identifying physicians who have a high number of orders placed and

days of activity. Review the metrics under the Order Session Details section to determine the level of

adoption of PowerPlans, CareSets, Favorites, Folders, and Search. For example, compare the usage of favorites versus search.

Are there trends among specialties or positions (such as a higher number of physicians in a particular position or specialty)?

Click a physician’s name to review the trended results for the month.

User Experience Physician Summary Report

Run for prior month to identify physicians with lower than average % Order Entry and Parent

Orders.



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How to Access

1. Click the User Experience dashboard. 2. Filter the Time Period to a monthly range of at least 2 months. 3. Click the Save button. 4. Select the % Order Entry or Parent Orders metric within the Summary Table. The page

automatically scrolls to the correlating metric details graph. 5. Select a data point on the graph and select Monthly Trend – Position. The User

Experience Physician Summary Report is displayed.

What to Look For

Evaluate physician order entry by reviewing the % Order Entry and Parent Orders

metrics under the All Orders section. Identify the positions with a high number of Parent Orders and a low % Order Entry. Click the Position to view the physicians within the position. Evaluate % Order Entry and Parent Orders for the physicians within the position, and

determine if there are some physicians with a higher percentage than others.

Note

Clicking Total located in the bottom left under the results table loads the report for all physicians in the environment.

For Further Reference Please use this guide in conjunction with the Lights On Network Reference Pages found on the

Lights On Network uCern group .

Thank You This concludes the Lights On Network Essentials course. Please take a few minutes and complete

the course evaluation. Your feedback is valuable and helps us continuously refine this course.

Thank you for attending.

https://wiki.ucern.com/display/reference/Lights+On+Network+Reference+Pages







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9. Appendix A: KPI Spotlight Analysis

Quickly identify possible areas of improvement for your organization using the Key Performance

Indicators (KPI) Spotlight Analysis section.

Navigate to the Spotlight Analysis Section There are two possible ways to access the Spotlight Analysis Section for a given Key

Performance Indicator (KPI)

Key Performance Indicators

Click one of the following Key Performance Indicators to navigate to the Spotlight Analysis for

that metric

Average Transaction Time

Login Average Response Time PowerOrders Navigation Clicks per Order % User Interruption Free Discern Alerts Overridden

https://wiki.ucern.com/display/reference/Use+Key+Performance+Indicators+%28KPI%29

https://wiki.ucern.com/display/reference/Use+Key+Performance+Indicators+%28KPI%29



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Key Performance Indicator Selection Menu

At the top of the Overview page, from the Key Performance Indicator list, select a metric.

Spotlight Analysis Section After selecting a Key Performance Indicator, scroll down to the Spotlight Analysis section to

identify possible areas for improvement. The Spotlight Analysis Section gives a high level

overview of the metric for the previous day and points out areas of concern for that day.






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Spotlight Analysis Details

Average Transaction Time

Presents the top 10 function timers that are farthest from the Benchmark Average.

Note A function must have at least 50 transactions and be at least 1 second slower than the benchmark to qualify for inclusion in this table. Previous Day’s Average (sec) and Last 30 Day’s Average (sec) are provided to give context around whether or not this metric is always performing this way.

Login Average Response Time

Presents the top 10 users who are farthest away from their position login average response time

benchmark. The table presented is sorted by the potential daily savings in minutes if each user

was brought closer to their position benchmark average. Previous Month’s user Average

Response Time (sec) is provided to give context around whether or not this metric always

performs that way.



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% User Interruption Free

Presents aspects of the organization facing the most crashes, crashes that are happening most

often, and identified Solution Changes (CRs). The Spotlight Analysis is broken down into the

following sections:

Top 3 Impacted Providers Top 3 Impacted Positions Top 3 Impacted Servers Top 3 Unique Crashes Solution Changes Identified

Discern Alerts Overridden

There is a graph showing the number of users broken down by Physician or Non-Physician

position and the percentage of Discern alerts that were overridden for the selected day. Additional

tables display the following sections for this metric:

Analysis by Alert - Shows the top 10 Discern Alerts overridden the greatest percent of

time. Analysis by Position - Shows the top 10 Positions overriding the greatest percent of

Discern Alerts Analysis by User - Shows the top 10 Users overriding the greatest number of Discern

Alerts.

Eligible Checks Passed (%)

Displays audits, grouped by solution, that need to be reviewed.

Clicking a solution name displays detailed information such as the Category, Sub-Category,

Description, Applicable Solutions, Applicable Topics, Design Decision and Cerner's

Recommendations for each audit. To see a list of all checks, including those that have passed, run

the Recommendation Variance Check Report from the Solution Compliance dashboard.

PowerOrders Navigation Clicks per Order

Shows top 10 users having the greatest potential to positively impact the number of navigation

clicks per order if brought closer to the Cerner Millennium position average.

Note The user must complete at least 10 Orders to qualify for inclusion in this table.






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10. Appendix B: Comparing Function Timer Performance to Other Peers

View how your organization's timers are performing in comparison to other organizations.

Compare by release and platform. The following steps guide you through available reports to find

valued data.

Benchmarking

In the Response Time dashboard click Select Report and select Benchmark Summary.

In the hours box either select all hours or peak hours. In the Benchmark Box select a Release,

Platform, and Attribute to benchmark your site against. Click Save to load the report when

finished.

This report presents the data in a graphical tree breaking down the timers that are above and

below the average. Filter options are available at the top of the report. Clicking Select Custom

Criteria gives a definition on the filter options.

In this example, there are 244 common functions in this organization. Click the Number of

Functions number in the top right section. Those function timers that performed the slowest are

displayed. To view function timers that performed the fastest, click the number in the bottom

right section.



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This report displays a list of those timers that performed less than the benchmark average. Values

are red to show your organization's timer has a greater average time than the average time of all

other peers.

Note The Client Count column includes your organization and thus your average times are included in the benchmark average.

Lights On Network Essentials

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