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The Correlation tab in the Resolution/Root Cause Analytics dashboard shows correlations between resolutions, root causes, and problem codes. The following reports are available:

  • Resolution – Root Cause shows resolutions for each root cause.
  • Problem Code – Resolution lists resolutions for each work order problem code. Note that only the top 20 work order problem codes with the top 20 resolutions appear on the graph.
  • Problem Code – Root Cause displays a root cause for each work order problem code. Note that only the top 20 work order problem codes and top 10 root causes appear on the graph.

You can use all-inclusive filters along the top of the dashboard to adjust the data to be displayed. You can also download the data and email reports to recipients.

Navigate between the tabs below to see each report.

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titleResolution to Root Cause Correlation

Resolution to root cause correlation report

This visualization shows the correlation between root causes and resolutions. Each correlation is represented by a donut multiples chart: the root cause appears in its center, while the associated resolutions make up the donut segments. Hover over each segment to see the total number of work orders where this combination of resolution and root cause was used.

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titleProblem Code to Resolution Correlation

Problem code to resolution correlation report

This visualization shows the correlation between work order problem codes and resolutions. Each correlation is represented by a donut multiples chart: the work order problem code appears in its center, while the associated resolutions make up the donut segments. Hover over each segment to see the total number of work orders where this combination of the problem code and resolution was used.

Rw tab
titleProblem Code to Root Cause Correlation

Problem code to root cause correlation report

This visualization shows the correlation between work order problem codes and root causes. Each correlation is represented by a donut multiples chart: the work order problem code appears in its center, while the associated root causes make up the donut segments. Hover over each segment to see the total number of work orders where this combination of the problem code and root cause was used.

Clicking any element within a donut multiple chart allows you to:

  • Explore all work orders associated with each correlation
  • Filter associated work orders by Region, Feedback, or Asset

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Section





Commonly Used Features

Below is a quick reference guide regarding tracking numbers in Analyticsfiltering, sorting, downloading data, and sending reports.

Tracking Numbers in Analytics

Throughout Analytics you can drill down into visualizations to see the underlying data. In most cases, the tracking numbers related to that data are listed. You can click the tracking number to navigate straight to the work order details in Service Automation.

Filtering Dashboards

On top of the report are all-inclusive filters to help you hone in on key data. All reports on the page are affected by the criteria set in these all-inclusive filters.

Note

The filter criteria for each dashboard may differ. Filters reset to the default when the page is refreshed.


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title⦿ How to use Filters
  1. Click the triangle next to Filters to show the criteria.

  2. Select the desired criteria to include or exclude:

    1. To Include criteria: select is equal to, contains, starts with, or ends with, and then begin typing the criteria in the picklist. Select the desired criteria (or multiple criteria) from the picklist.

    2. To exclude criteria: select is not equal to, does not contain, does not start with, or does not end with.

      Note

      Is null depicts the absence of data in a data set. Conversely, is not null depicts the presence of data


    3. To include or exclude data without a certain data criteria — for example, to select data without a Region or District assigned in Service Automation — choose is blank / is not blank.

    4. To add more options, click the plus sign (+) next to a field to add another option to the filter. The new option will appear as either an OR condition or an AND condition, depending on the type of filter option.

  3. Once all criteria are selected, click Run in the top-right corner. The Dashboard report updates with the selected criteria.


Note

More details are available on Filtering an Analytics Dashboard



Dynamic Table Sorting

Analytics tables are dynamic, as you can: 

  • click column and row headers to sort data (the arrow indicate which data is sorted),
  • hover over a header to show the gear icon where you can interact with the data more dynamically, and
  • drag and drop a header to rearrange the table.

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Downloading and Sending Reports

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In the upper-right corner of any page, click the Gear icon to download reports, send reports, or schedule reports to send at regular intervals.


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You can download data from a table and visualization or download a dashboard tabto PDF or CSV.

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title⦿ How to Download Data from a Single Visualization or Table
  1. On the desired table or visualization, hover over the upper-right to expose the 3 dots menu, and then click Download Data. The Download modal appears.
  2. Select the desired File Format and choose a File Name: A default name is listed but you can change it.

  3. Click Download.


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title⦿ How to Download a Dashboard to PDF
  1. On the desired dashboard (or dashboard tab), click the Gear icon in the upper-right of the page, and then click Download as PDF. The Download modal appears.

  2. A default Filename appears, but you can change it.

  3. Under Advanced options:

    1. Single-column format lays out all tables and visualizations on a page into one column in the PDF, as opposed to how it is laid out in the dashboard.

    2. Expand tables shows all rows in a table, instead of just the rows that appear on the dashboard.

    3. Paper size adjusts the PDF to your desired size.

  4. Click Open in Browser to view the PDF in your chosen browser, or click Download to save a version of the report onto your device.


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title⦿ How to Download a Dashboard to CSV Zip File
  1. On the desired dashboard (or dashboard tab), click the Gear icon in the upper-right of the page, and then click Download as CSVs... A new browser tab opens.

  2. After the files render, you are prompted to save the CSV Zip file onto your device.


Note

More details are available on Downloading and Sending Dashboards and Reports



You can also Send a one-time report via email or Schedule a recurring email send.

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title⦿ How to Send a Report Manually
  1. On the desired dashboard (or dashboard tab), click the Gear icon in the upper-right of the page, and then click Send. The Send (Dashboard Name) modal opens.

  2. Title is given by default, but you can change it.

  3.  Under Who should it be emailed to?, enter the desired recipient(s), separated by a comma, and then click Add.

    1. (Optional) Click Include a custom message to add a personal note.

  4. Under Format data as, choose PDF, Visualization, or CSV Zip file.

  5. (Optional): Click Filters to limit the criteria that appear in the email. Note that the same filters on the dashboard itself will also appear here.

  6. Click Send. The email is sent to your recipients.


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title⦿ How to Schedule Reports
  1. On the desired dashboard (or dashboard tab), click the Gear icon in the upper-right of the page, and then click Schedule. The Schedule (Dashboard Name) modal opens.

  2. Title is given by default, but you can change it.

  3.  Under Who should it be emailed to?, enter the desired recipient(s), separated by a comma, and then click Add.

    1. (Optional) Click Include a custom message to add a personal note.

  4. Under Format data as, choose PDF, Visualization, or CSV Zip file.

  5. Under Deliver this schedule, choose DailyWeeklyMonthlyHourly, or By minute (in 5-minute increments, up to 30 minutes)

  6. (Optional): Use Filters to limit the criteria that appear in the email. Note that the same filters on the dashboard itself will also appear here.

  7. Click Send. The email is sent to your recipients.


Note

More details are available on Downloading and Sending Dashboards and Reports






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