Engagement Tab
Caroline Antoun
The Engagement tab of the Network Summary Dashboard allows you to look at provider performance around 9 Engagement KPIs and compare your provider(s) across the entire ServiceChannel platform of providers.
Sections:
To view Engagement Score Calculations jump on over to Contractor Scorecard Calculations.
Filters
Refine and deepen your insights by filtering for specific provider(s), company name, or Performance Level.
Provider Name: You can filter for a singular provider for a review or compare several providers.
Company Name: Filter for certain companies in your portfolio.
Performance Level: View scores by the platform wide performance level.
Provider Count
This tile shows the total amount of providers who have an Engagement score for the criteria you have filtered. Click on the number to drill into who are the specific providers.
Overall Network Quality
This chart shows how your provider(s) rank across the ServiceChannel platform and is broken down into quartiles: Top, Average, Below Average, and Bottom. Click on each bar to view which providers fall into a specific quartile.
When you filter for one provider, you will only see the number 1 in provider count and over the one bar that will be the color of the platform wide performance tier that provider falls in for Engagement. The example below, the provider is in the average tier.
Provider Details Table
The Provider details table shows the overall Engagement Score along with 9 Engagement KPIs:
Active Technician Added Technician Invitation | Labor Line Item Invoice Material Line Item Invoice Resolution Code (US only) | Technician Profile Completion Compliance Completion New Provider Completion |
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- Click on the score in the KPI column you would like to drill into and a window will pop up.
- Choose from:
- All - Shows both Compliant and Non-Compliant work orders
- Compliant - Shows only Compliant work orders
- Non-Compliant - Shows only Non-Compliant work orders
- Scores attached to each work order will be displayed on the last column to the right.
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 filter field 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 Refresh icon 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.