Service widgets
Several sets of widgets are available in your Service Analytics Dashboard folder that you can drag and drop on to your own Service Analytics Dashboard.
In order for you to access each Analytics Dashboard, your company must be licensed to use it and you must be assigned to the capabilityA group of functions and features that can be hidden or revealed to simplify the user interface. Capabilities can be enabled or disabled by changing preference settings, or they can be controlled through an administration interface. for the Analytics Dashboard. See your BI administrator for access.
The Service Analytics Dashboard is located in Analytics Dashboards > Service > Dashboards.
The Service widgets are located in Analytics Dashboards > Service > Widgets, in the following folders:
Service Calls
This folder contains some of the key KPIQuantifiable measurements, agreed to beforehand, that reflect the critical success factors (of the company, department, project, individual). widgets you can use to create a dashboardA web page that can contain one or more widgets that graphically represent business data.:
In addition, you can add the Title & Help widgetDashboards: Objects added from the Content pane to the dashboard are displayed in widgets. Widgets are containers that allow you to interact with and manipulate the content contained within them. to your dashboard to provide a title widget and a link to dashboard help.
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Call Counts -
Unallocated Calls for the Day
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Unallocated Calls for the Day %
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Estimated Time and Call Count by Status - Call -
Estimated Time and Call Count by Call Status - Call / Call Service Centre - Call
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Estimated Time and Call Count by Call Types -Call / Call Service Centre - Call
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Actual Hours and Allocation Call Count By Engineer / Call Service Centre - Call
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Estimated Time and Call Count By Critical Code- Call / Call Service Centre - Call
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Detail of Average Number of Days per Stage
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Average Number of Days per Stage
This widget displays the number of days per stage for each service centre. For example, the received versus attended days, attended versus completed days, and the received vs completed days.
Detail - Service Calls
The following widgets are available that display service calls by:
| Type | Chart type | Widget name |
|---|---|---|
|
call service centre |
Crosstab |
Detail - Service Calls By Call Service Centre |
|
call status |
Crosstab |
Detail - Service Calls By Product Group |
|
call travel zone |
Crosstab |
Detail - Service Calls By Call Travel Zone |
|
call type |
Crosstab |
Detail - Service Calls By Call Type |
|
call item code |
Crosstab |
Detail - Service Calls By Call Item Code |
|
call action |
Crosstab |
Detail - Service Calls By Call Action |
|
call priority |
Crosstab |
Detail - Service Calls By Call Priority |
|
call resolution |
Crosstab |
Detail - Service Calls By Call Resolution |
|
Crosstab |
Detail - Service Calls By Call Service Centre Reporting Hierarchy |
Service Contracts
The following widgets are available that display:
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Contracts Due for Renewal in Next 30 Days -
Contracts Due for Renewal in Next 30 Days - Chart
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Contract Annual Amount and Contract Count By Contract Status - Contract / Contract Service Centre - Contract
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Contract Annual Amount and Contract Count By Contract Type - Contract / Contract Service Centre - Contract
Detail - Service Contracts
The following widgets are available that display contract annual amount and contract count by:
| Type | Chart type | Widget name |
|---|---|---|
|
contract service centre - contract |
Crosstab |
Contract Annual Amount and Contract Count By Call Service Centre |
|
contract status - contract |
Crosstab |
Contract Annual Amount and Contract Count By Product Group |
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contract travel zone - contract |
Crosstab |
Contract Annual Amount and Contract Count By Call Travel Zone |
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contract type - contract |
Crosstab |
Contract Annual Amount and Contract Count By Call Type |
|
billing cycle - contract |
Crosstab |
Contract Annual Amount and Contract Count By Call Item Code |
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customer - contract |
Crosstab |
Contract Annual Amount and Contract Count By By Call Action |
|
service contract reporting hierarchy |
Crosstab |
Contract Annual Amount and Contract Count By Service Contract Reporting Hierarchy |
|
service contract centre reporting hierarchy |
Crosstab |
Contract Annual Amount and Contract Count By Service Contract Centre Reporting Hierarchy |
Service Run Based Calls
The following widgets are available that display:
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Actual Hours and PM Calls Count By Service Centre / PM Call Status – PM Call No.
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Actual Hours and PM Calls Count By Service Centre
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Service PM Calls Detail
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Dockets turned into Sales Orders %
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Value of Dockets Closed Per Period