Service Call Dashboard

The Service Call dashboard enables service managers to 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: Dashboard Structure and Behavior

The Service Call dashboard has the following 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 application refreshes the data in the lower part 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. Only active service queues are shown. The names in the Details of dropdown list are displayed in the same order as in the Queues - Setup window.

Service Call: Company Overview

The 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 active service queue	None	Service call with Created On date equal to current date
Calls to Close: <n>	Pie chart with in-process service calls of active service queues, grouped by category of due date	None	Overdue: service call with Resolution By date before the current date Due by Today: service call with Resolution By date equal to the current date Others: service call with Resolution By date after the current date and service call with no Resolution By date
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	The user selects a time period from Backlog of dropdown list. Last 7 Days is the default. The number of backlog calls for each active service queue is refreshed, the lines are repositioned, and the X axis changes as follows: Last 7 Days: dates of last 7 days including today Last 4 Weeks: last 4 calendar weeks including the current week Last 6 Months: last 6 calendar months including the current month	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: Service Queue Details

The lower queue part covers the following queue-specific KPIs:

Employees workload
Service call turnover

To display a queue, select an option from the Details of dropdown list.

Chart	Type and Display	Behavior	KPI
Employee Workload	Bar chart displays the workload of employees. Each bar represents a service employee assigned to the service queue, and displays the total number of service calls assigned to an employee. Color coding shows service calls that are overdue, due by 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 byToday , and Others. Unassigned service calls are combined in the Not Assigned bar. For information about the coding, see the Calls to Close: <n> row in the Service Call: Company Overview section.
Service 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.	The user selects a time period from the Service Call Turnover of <time period selection> dropdown list. For information about the behavior in this chart, see the Backlog of<time period selection> row in the Service Call: Company Overview section.	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 the Created On date of a service call. Close date refers to a service call’s status of Closed and a Closed On date within the displayed time period.

Chart

Type and Display

Behavior

KPI

Employee Workload

Bar chart displays the workload of employees. Each bar represents a service employee assigned to the service queue, and displays the total number of service calls assigned to an employee. Color coding shows service calls that are overdue, due by 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 byToday , and Others. Unassigned service calls are combined in the Not Assigned bar. For information about the coding, see the Calls to Close: <n> row in the Service Call: Company Overview section.

Service 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.

The user selects a time period from the Service Call Turnover of <time period selection> dropdown list.

For information about the behavior in this chart, see the Backlog of<time period selection> row in the Service Call: Company Overview section.

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 the Created On date of a service call. Close date refers to a service call’s status of Closed and a Closed On date within the displayed time period.

More Information

Design, Behavior, and KPIs for SAP Predefined Dashboards