Operational Metrics Tab

    The Operational Metrics tab allows comparison of various operational metrics through the life cycle of work orders. The data is available for work orders in the last 365 days.

    The ability to compare metrics over different time periods provides a clear picture of service provider performance and whether it is trending in the right direction.

    You may drill down each metric and view by month. For example, if the Average Resolution Time increased from one quarter to the next, you may drill down and notice that the Average resolution Time was actually higher in one month in the second quarter, which will help the service provider focus on what may have caused the increase in only that particular month.

    Also, the ability to view related work order details for a desired metric makes it easy for clients and service providers to review each desired work order in detail.

    Operational Metrics

    Information is organized in two sections in the Operational Metrics tab:

    • Filters (including Compare Metrics), allowing you to view information based on specific criteria.
    • Operational metrics organized by work order status: Open/In Progress Work Orders, Completed Work Orders, and Invoiced Work Orders.

    Comparing Metrics for Two Date Ranges in the Last 365 Days

    You may view operational metrics for two date ranges in the past 365 days by selecting the desired date ranges in the From and To drop-down lists.

    The values for the From date list in the left-side and the values for the To date range list in the right-section of each individual metric.

    You will also notice whether there is a variation in a metric from one quarter to the next (or from any selected time period to the next):

    • An upward pointing triangle indicates an increase and a downward pointing triangle indicates a decrease in the value for a metric.
    • The triangles are color coded so as to easily identify improvement or decline in performance. Green indicates an improvement, and red indicates a decline for the metric.
    • The actual increase or decrease displays below the red or green triangle.

    Some examples are:

    • An increase in Open To Dispatch Confirm (days) is indicated by a red, upward pointing triangle because an increase in the number of days to confirm a work order is a decline with respect to timely response.
    • A decrease in the Average Time On Site (hours) is indicated by a green, downward pointing triangle as a low average time on site indicates work orders were completed sooner, and is therefore an improvement in performance.
    • A decrease in the Approved Invoice Percent is indicated by a red, downward pointing triangle as this indicates more invoices are inaccurate and are being rejected.