From the Operational Metrics tab, you may view the following metrics for in-progress work orders, and drill down to view the details of work orders considered:
Open To Dispatch Confirm (days) - The average number of days that elapse between creating a work order to receiving a dispatch confirmation from the service provider. This helps determine whether service providers are responding to work orders within acceptable timelines.
Dispatch To On Site (days) - The average number of days that elapse between dispatch confirmation and the actual work date, indicating how long service providers take to work on the problem after accepting a work order.
Work Orders with ETA Change - The percentage of work orders with an updated ETA; a higher percentage or an increase from one quarter to the next may indicate service providers habitually taking longer to complete work orders.
Work Orders Recalled - The number of work orders that were recalled, indicating the quality of service provided by service providers.
Drilling Down and Viewing Details
You may drill down and view/download detailed information on work orders considered for the metric. In the drilled down report, you may sort the results by a desired criteria (column header) to help you review work orders. You may also view the details of a work order in Service Automation by clicking the tracking number in the drilled down report.
How To View/Download Work Order Information for Operational Metrics for In-Progress Work Orders
- Click a desired value for a metric (corresponding to either date range 1 or 2). Detailed information, including the tracking number, trade, category, priority, location, number of work orders, and the number of compliant work orders, appear in a pop-up window.
- Click the 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.
- Open the Download As drop-down list, and select the desired format. Detailed information downloads to your device.