Engagement Tab

Owned by Caroline Antoun
Last updated: Aug 20, 2024

The Engagement tab of the Network Summary Dashboard allows you to look at your performance around 9 Engagement KPIs and compare across your entire client network AND against the entire ServiceChannel platform.

Sections:

  1. Filters

  2. Overall Network Quality

  3. Scores per Subscriber Details Table

To view Engagement Score Calculations, jump on over to Contractor Scorecard Calculations.

Filters

View Engagement across your entire subscriber network or filter by Performance Level.

  • Performance Level: View scores by platform wide performance level.


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 above, your performance for that specific client is in the top tier across the ServiceChannel platform.


Scores per Subscriber Details Table

The Scores per Subscriber 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






Commonly Used Features

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

Tracking Numbers in Analytics

Throughout the Contractor Scorecard, 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 here to expand instructions on how to filter.
⦿ 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.

      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.

More details are available on Filtering in the Contractor Scorecard.

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.

 Click here to expand instructions on how to download reports.
⦿ 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.
⦿ 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.

⦿ 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.

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.

 Click here to expand instructions on how to send reports.
⦿ 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. A 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.

⦿ 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. A 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 Daily, Weekly, Monthly, Hourly, 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.

More details are available on Downloading and Sending Dashboards and Reports

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