Service Dashboard Overview

The Service Dashboard is your home page for service performance. It gives dispatchers and service leaders a single place to see service‑call backlog, unscheduled work, aging, and invoice readiness.

Use it to answer questions like:

• How many calls are open right now?

• Where are we getting stuck?

• Are today and next week properly scheduled?

• Do we have completed work that still needs invoicing?

Open the Service Dashboard

1. Sign in to the application.

2. From the main navigation, select Dashboard.

3. (Optional) Choose a Business Unit if you want to focus on one part of your organization.

4. Choose a Date range:

   1. Select Today, Last 7 days, or Last 30 days, or

   2. Use a custom date range if available.

The dashboard will refresh to show metrics only for your company (and the selected business unit, if used).

Understand the Dashboard Layout

The Service Dashboard is organized into three main areas:

1. Top tiles – Snapshot KPIs:

   • Open calls

   • Unscheduled calls

   • Average days open

   • New calls this week

2. Charts – Visual breakdowns of:

   • Call status mix (Quote/Open/Complete/Closed)

   • Priority mix (Low/Normal/High/Critical)

3. Lists – Focus lists for:

   • Substatuses causing the biggest backlog (substatus hotlist)

   • Longest‑stuck open calls

   • Oldest unscheduled calls

Use the tiles for a quick health check, the charts to see where work is concentrated, and the lists to know exactly which calls to work on first.

Service Calls by Status

The Service Calls by Status view shows how many service calls you have in each stage:

• Quote

• Open

• Complete

• Closed

To use this section:

1. Look at Total Open to see your current backlog size.

2. Review the mix of Quote, Open, Complete, and Closed to understand where calls are getting stuck.

Open Statuses

The Substatus focus area shows the top 5 Open substatuses by count, such as:

• Awaiting Parts

• On Hold

• Awaiting Customer

• Scheduling Required

Each row includes:

• Substatus name (for example, Awaiting Parts)

• Count of service calls in that substatus

To use this section:

1. Review which substatuses have the highest counts.

2. Start with the top 1–2 substatuses to reduce your backlog (for example, clear “Awaiting Parts” or “On Hold”).

Open by Priority

The Open by Priority section shows how many Open calls you have by priority:

• Low

• Normal

• High

• Critical

Each priority is displayed with:

• Priority name (for example, Critical)

• Color badge (for example, red for Critical)

• Count of open calls at that priority

To use this section:

1. Scan for High and Critical counts:

   • Many Critical calls may indicate customers at risk.

2. Click a priority (if supported) to open the grid prefiltered to that priority.

3. Work Critical and High‑priority calls first, especially ones that are also old or unscheduled.

Unscheduled Calls

The Unscheduled Calls card highlights open calls that do not have any active appointments. These are your true scheduling backlog.

An unscheduled call has an Open status and has no active appointments (no in‑progress, scheduled, or non‑cancelled appointments).

This section includes:

• Total count of unscheduled calls.

• A short list of the oldest unscheduled calls, typically showing:

  • Service call number

  • Call name/description

  • Age in days

  • Priority name

To work this list:

1. Review the total unscheduled calls to see your scheduling load.

2. Look at the oldest unscheduled calls first to avoid extended delays.

3. Click the service call to open the service call record.

Longest Open

The Longest Open area helps you spot long‑running open calls and new inflow:

• Average days in Open – The average time service calls spend in the Open status.

• Longest‑stuck Open calls – The top calls by age in the Open status.

• New today – Number of service calls created today.

• New this week – Number of service calls created during the current week.

To use this section:

1. Check Average days open:

   • A low average means you are resolving work quickly.

   • A rising average suggests calls are sitting too long.

2. Review the Longest‑stuck calls list:

   1. Start with Critical or High‑priority calls.

   2. Open each call to review history, remove blockers, or escalate.

3. Watch New today and New this week:

   • Compare inflow (new calls) with your scheduling capacity.

   • If new calls spike but backlog isn’t dropping, you may need more resources or tighter triage.

Upcoming Appointments

The Upcoming Appointments section gives a forward view of scheduled work:

• Today:

  • Scheduled

  • In Progress

  • Complete

• Next 7 days:

  • Scheduled

  • In Progress

  • Complete

To use this section:

1. Look at Today:

   • Confirm that today’s scheduled count looks realistic for your team size.

   • Check In Progress and Complete during the day to track execution.

2. Review the Next 7 days:

   • Ensure there is enough scheduled work to keep technicians productive.

   • Identify days where the schedule looks too light (opportunity to pull work forward) or too heavy (risk of missed appointments).

If your implementation also exposes resource data, you may see unassigned bookings or additional load indicators.

Invoice Readiness

The Invoice Readiness section focuses on completed work that still needs to be invoiced.

It typically shows:

• Invoice counts by status:

  • Draft

  • Ready to Send

  • Sent

  • Posted

• Completed calls without an invoice:

  • Number of service calls in a Complete status that do not yet have an invoice.

To use this section:

1. Review Draft and Ready to Send:

   • These are invoices that may only need review and approval.

2. Look at Complete without invoice:

   • This is revenue you’ve earned but not yet billed.

3. Use the quick link (if available) to open the Service Calls or Invoices grid filtered to these items and move them to Sent or Posted.