Operational Metrics for Completed and Invoiced Work Orders

    You may drill down the metrics for completed and invoiced work orders to view graphical representation of average scores by day of month and/or view related work order information.

    The graphs help you quickly identify the trends for the metrics and when the performance was above or below the average. The ability to view work orders considered for the metric helps to review desired work orders in Service Automation.

    Operational Metrics for Completed Work Orders

    The metrics for completed work orders let you compare resolution times for the total number of work orders completed:

    Avg Time On Site: The average time spent on site by service providers for completing work orders.

    Avg Resolution Time Without Proposals (days): The average number of days that elapse from the work order creation date to the completion date for work orders that do not have proposals.

    Avg Resolution Time With Proposals (days): The average number of days that elapse from the work order creation date to the completion date for work orders with proposals.

    Avg Proposal Turnaround Time (days): The average number of days that elapse from when it was determined a work order required a proposal to the time the service provider submits the proposal.

    Avg Time to Approve Proposals: The average number of days that elapse between a client receiving a proposal and approving it.

    Work Orders Completed: The total number of work orders completed.

    Operational Metrics for Invoiced Work Orders

    The metrics for invoiced work orders let you compare several aspects of invoices:

    Avg Invoice Amount: Average invoice amounts.

    Avg Time to Submit Invoice (days): The average number of days that elapse between a work order being confirmed by the client as completed (with Completed or Completed/Confirmed status) and the service provider submitting the invoice.

    Approved Invoice Percent: The percentage of submitted invoices that are approved, indicating the accuracy of invoices.

    Avg Time To Approve Invoice (days): The average number of days between a service provider submitting an invoice and the client approving it.

    Work Orders with NTE Changed: The number of work orders with a modified NTE.

    Rejected Invoice Amount: The total amount of rejected invoices.

    Drilling Down Completed and Invoiced Work Order Metrics

    When you drill down a metric for completed or invoiced work orders, the metric values and the average values by month display in separate tabs for completed and invoiced work orders.

    Operational Metrics for Completed and Invoiced Work Orders

    Drilling down the value for a metric (in the left side of the screen) displays information on work orders considered for the metric. Drilling down a graph (in the right side of the screen) by clicking the month displays average values by day for the entire month.

    You may switch between tabular, line graph, and pie/bar chart for a drilled down report, and download it in the desired format.

    Viewing Work Order Information for Metrics

    You may drill down any metric for completed/invoiced work to view/download related work order information. You may also review desired work orders in Service Automation by clicking the tracking numbers.

    How to View/Download Work Order Information for Metrics

    1. Click a desired value (corresponding to either the From or To date) for a metric. Based on whether the metric is for completed or invoiced work, either the Completed or Invoiced tab opens with the metrics and a graphical representation of the average values for the last 6 months.

      Note: To return to the Operational Metrics screen, click Return to All Metrics in the right-middle section of the screen.

    2. Click a desired value for a metric (corresponding to either the From or To date). Related work order details open in a pop-up window, including the tracking number, category, trade, location, priority, and the value for the metric. For invoiced work orders, invoice number, invoice status, and invoice amount also display.
    3. (Optional) Select the desired format for the report by clicking the appropriate icon in the top-right corner of the pop-up window.
    4. Download the report or view desired work orders in Service Automation:

      Download the report:

      1. Click the Download_button.png button that appears next to the name of the report at the top of the pop-up window. The Download As drop-down appears in a pop-up.
      2. Open the Download As drop-down list, and select the desired format. Detailed information downloads to your device.

        Note: You may download a report in one of these formats: PDF (Portrait), PDF (Landscape), Excel (XSLX), CSV, or Raw Data (CSV).

      View a work order in Service Automation:

      1. Click the tracking number of the desired work order. You will need to log in to Service Automation to view the work order.

      Viewing Average Values by Month/Day

      You may drill down any metric for completed/invoiced work to view the average values by month and further drill down to view the average values by day of month. You may also download the details to your device.

      How to View/Download Average Values for Metrics By Month/Day

      1. Click a desired value (corresponding to either the From or To date) for a metric. Based on whether the metric is for completed or invoiced work, either the Completed or Invoiced tab opens with the metrics and a graphical representation of the average values for the last 6 months.
      2. Click a month name in the graph for the desired metric. A pop-up window appears with the average values for the month arranged by date.
      3. (Optional) Select the desired format for the report by clicking the appropriate icon in the top-right corner of the pop-up window.
      4. Download the report:
        1. Click the Download_button.png button that appears next to the name of the report at the top of the pop-up window. The Download As drop-down appears in a pop-up.
        2. Open the Download As drop-down list, and select the desired format. Detailed information downloads to your device.

          Note: You may download a report in one of these formats: PDF (Portrait), PDF (Landscape), Excel (XSLX), CSV, or Raw Data (CSV).

      5. Click Return to All Metrics in the right-middle section of the screen. The Operational Metrics tab displays.