Service Call Status Dashboard 
The Service Call Status dashboard lets a service manager identify current and potential problems with service call responsiveness. This dashboard presents key performance indicators that provide different views of service calls being handled by your employees. It shows the overall service call status by number of new service calls for the current date, backlog trends, and call status. For each service queue the dashboard shows the service call workload and status by employee.
Service Call Status: Dashboard Structure and Behavior
The Service Call Status dashboard has two sections:
The upper part provides a company overview.
The lower part displays detailed information about a selected service queue.
By default the data is refreshed every 60 minutes. When you select a different service queue name from the dropdown list in the lower part of the dashboard, the data in the lower part is refreshed for the selected service queue. The service queue names displayed in the company overview section and in the dropdown list are taken from the description field of the queue setup. By default, the order of the display in the dropdown list is the order in which the queues were set up.
Service Call Status: Company Overview
The upper company overview covers KPIs that inform the service manager about new service calls for the current day, any calls due today or overdue calls, and the trend of service calls for a specific time period.
Chart |
Type and Display |
Behavior |
KPI |
|---|---|---|---|
Incoming Calls Today |
Pie chart with total number of today’s new service calls by service queue |
None |
Service call with Created On date equal to current date |
Calls to Close |
Pie chart with in-process service calls grouped by category of due date |
None |
|
Backlog of <time period selection> |
Line chart with a line for each service queue showing the trend of the service call backlog for the selected time period and predefined maximum and minimum number of calls for reference |
From Backlog of dropdown list, user selects a time period. Last 7 Days is the default. The number of backlog calls for each service queue is refreshed, the lines are repositioned, and the X axis changes as follows:
|
The backlog of calls is the number of in-process service calls at the end of each day. For example, if a user selects Last 4 Weeks or Last 6 Months, the backlog is the in-process service calls for the last day of each time period. |
Service Call Status: Service Queue Details
The lower queue part covers two queue-specific KPIs:
Service call assignment (employee workload)
Service call turnover
To display a queue, the user selects an option from the Details of dropdown list.
Chart |
Type and Display |
Behavior |
KPI |
|---|---|---|---|
Call Assignment |
Bar chart in which each bar represents a service employee assigned to the service queue. Each bar displays the total number of service calls assigned to an employee. Color coding shows service calls that are overdue, due today, and due in the future or those without a due date. |
None |
Number of in-process calls assigned to each member of the selected service queue. Each call is classified as Overdue, Due by Today, and Others. Unassigned service calls are combined in the Not Assigned bar. For information on the coding, see the Calls to Close: n> row in Service Call Status: Company Overview |
Call Turnover of time period selection> |
Line chart with a line for new service calls and a line for closed service calls for the selected time period over a gray area representing call backlog as reference. |
From the Call Status of dropdown list, the user selects a time period. For information about the behavior in this chart, see the Backlog of time period selection> row in Service Call Status: Company Overview. |
New service calls and closed service calls jointly show service call turnover. A new service call is created during the displayed time period, regardless of status. A closed call is a service call that is closed during the displayed time period, regardless of when it was created. Create date refers to a service call’s Created On date. Close date refers to a service call’s status of Closed and a Closed On date within the displayed time period. |