Main Tab
The Main tab in the Resolution/Root Cause Analytics dashboard helps you get a clear insight into what resolution and root causes are most frequent, how many work orders are associated with them for each trade, which regions need your close attention, and how many hours a provider spent on-site to complete the work orders. The Main tab offers the following reports:
- Top Resolution Codes diagram shows the top 10 resolutions and the trades they are associated with.
- Top Root Cause Codes diagram lists the top 10 root causes for specific trades.
- Regional Resolutions Selection by Work Order stacked bar chart displays all resolutions by work order per region.
- Regional Resolutions Selection by Invoice stacked bar chart reflects all resolutions by invoice per region.
- Spend by Resolution report explains how much time and money was spent to complete work orders per each resolution.
- Spend by Root Cause report reflects the amount of time and money spent to complete work orders per each root cause.
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.
Top Resolution Codes and Root Cause Codes
These two visualizations display the 10 most frequent resolution codes and root causes that providers picked for work orders within a trade. Each visualization can be divided into two parts:
- On the left are resolution codes or root causes showing the total count of work orders where they were added to. Hover over a resolution or root cause to see which trade they are linked to.
- On the right are trades with the total count of work orders belonging to this trade. Hover over a trade to see all resolutions associated with it.
Switch between the tabs below to see how each visualization looks.
Clicking anywhere on the colored bar between a resolution or root cause and a trade allows you to:
- Explore all work orders associated with a resolution or root cause
- Filter work orders associated with a resolution or root cause by Region, Feedback, or Asset
- Filter resolutions or root causes by Category or WO Tracking Number within a trade
Regional Resolutions Selection by Work Order and Invoice
These are two stacked bar charts showing all resolution codes broken down by region. Each region appears as a stacked bar with its segments representing resolution codes displayed in different colors. You can visually compare the total number of work orders or the spent invoice amount (on the Regional Resolutions Selection by Work Order or Regional Resolutions Selection by Invoice bar chart, respectively) between the regions. When you hover over each resolution within a stack, you see the region name, resolution, and the total count or total invoice amount of associated work orders.
Switch between the tabs below to see how each stacked bar chart looks and which options you have to filter resolutions.
Spend by Resolution and Root Cause
These two tables show how much time and money was spent to complete work orders per each resolution or root cause.
Switch between the tabs below to see how each table looks and which data it contains.
- Resolution / Root Cause. Name of the resolution code / root cause code — depending on the corresponding report type.
- Total Selections. Total number of work orders with a resolution.
- Min - Total Labor Hours. Minimum labor hours spent on each line item of invoiced work orders.
- Avg - Total Labor Hours. Average labor hours spent on each line item of invoiced work orders.
- Max - Total Labor Hours. Maximum labor hours spent on each line item of invoiced work orders.
- Min - Total Labor Amount. Minimum labor amount spent on each line item of invoiced work orders.
- Avg - Total Labor Amount. Average labor amount spent on each line item of invoiced work orders.
- Max - Total Labor Amount. Maximum labor amount spent on each line item of invoiced work orders.
Commonly Used Features
Below is a quick reference guide regarding tracking numbers in Analytics, filtering, 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.
The filter criteria for each dashboard may differ. Filters reset to the default when the page is refreshed.
Click the triangle next to Filters to show the criteria.
Select the desired criteria to include or exclude:
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.
To exclude criteria: select is not equal to, does not contain, does not start with, or does not end with.
Is null depicts the absence of data in a data set. Conversely, is not null depicts the presence of data
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.
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.
Once all criteria are selected, click Run in the top-right corner. The Dashboard report updates with the selected criteria.
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.
Downloading and Sending Reports
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.
You can download data from a table and visualization or download a dashboard tabto PDF or CSV.
- 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.
Select the desired File Format and choose a File Name: A default name is listed but you can change it.
- Click Download.
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.
A default Filename appears, but you can change it.
Under Advanced options:
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.
Expand tables shows all rows in a table, instead of just the rows that appear on the dashboard.
Paper size adjusts the PDF to your desired size.
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.
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.
After the files render, you are prompted to save the CSV Zip file onto your device.
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.