This section is for users who log in using www.servicechannel.eu. If you log in using the global instance, www.servicechannel.com, jump over to Contractor Scorecard Repair KPIs.

The Repair KPI tab shows those indicators that measures performance for your provider company on work orders across all Clients (Subscribers) in the last 365 days for repair work orders, as well as KPI trends over the past year and KPI performance per location. 

You can download the data and email reports to recipients.

By default, the KPIs show data for all clients (Subscribers) within the past 365 days. Use the Subscriber filter in the all-inclusive filters along the top of the report to view by individual Clients, different date ranges, or other criteria, as needed.


On this dashboard you will see:

Repair Key Performance Indicators

Here, you will see a matrix of Repair KPIs and the overall performance of your provider company over the past 90 days, 180 days, 365 days, or a custom date range under 365 days. 

There are 6 Repair KPIs:

  • Dispatch Confirmation: the percentage of work orders — with an ETA of up to 48 hours or less — that your provider company responds to in a timely fashion.
  • Check-in Compliance: the percentage of completed work orders that have both a check-in and a check-out entry, with a minimum check-in time of 10 minutes.
  • On-Time Arrival - Schedule Date: the percentage of work orders for which your provider company was on site before the original the date/time generated by the system when the work order was dispatched.
  • On-Time Arrival - Updated ETA: the percentage of on-time arrival for work orders with an updated scheduled date.
  • First Time Completion: the percentage of work orders that were fixed on the first visit with only 1 check-in and 1 check-out recorded on the same day (or within 24 hours for overnight work orders).

  • Invoice Submission (within 30 days): the percentage of work orders with invoice submitted within 30 days of the work order being marked as Completed/Confirmed.

Briefly, each KPI has a calculated Score, which is the percentage of work orders that meet the criteria for that KPI:

Individual KPI Score (%) = Number of Compliant Work Orders ÷ Total Work Orders
(rounded to the nearest whole number)

The sum of all KPI Scores gives an Overall Score:

Overall Score = Sum of all KPI scores ÷ Total number of eligible KPIs

The Overall Score is then mapped to a Grade, which represents overall performance.

See Key Performance Indicators (KPIs) for Repair Work Orders for more information on the KPIs, and Calculations for KPI Scores and Overall Grade for more information on KPI scores and overall grades.

Repair KPI Trend: Over the Past 12 Months

This 12-month trend graphs for the KPIs help identify whether your company's performance was consistent over the course of the past year. A straight-line graph with a high score indicates a consistent and reliable performance, whereas a more wavy chart indicates inconsistencies in the KPIs. For maintenance work orders, you may also view the trends by quarter.

Hovering your mouse over a data point displays the score for that KPI for the corresponding month. Click a data point to drill down into that month's data.

Repair KPI Heatmap

This section displays the score for each KPI by location. Performance levels are colored as follows: <50% red, 50-80% orange, >80% green.

Use this grid to identify the locations where the KPIs were not met. This grid may help you understand why the score for a specific KPI is low: a few locations where compliance was low will bring down your overall score.




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