Smart360 Service Order Dashboard - FAQs

Getting Started & Dashboard Overview

Q1: What is the Service Order Dashboard and who should use it?

A: The Service Order Dashboard is a comprehensive real-time monitoring and management interface designed primarily for O&M (Operations & Maintenance) Managers. It provides consolidated visibility into service order performance metrics, SLA compliance, cost trends, and operational bottlenecks across your entire service delivery organization.

Q2: How do I access the Service Order Dashboard in Smart360?

A: To access the dashboard:

Log into your Smart360 system
Navigate to the Service Order module
Select " Dashboard" from the menu
The dashboard will load with real-time data and performance metrics

Q3: What are the main sections of the Service Order Dashboard?

A: The dashboard contains six key sections:

Performance Metrics Overview: Real-time KPI summary cards
Service Order Management: Multi-status tracking with visual indicators
SLA Performance Analytics: Compliance tracking and trend analysis
Service Order Source Analysis: Multi-channel volume metrics
Cost Management: Monthly cost tracking and budget variance
Recent Activity Monitoring: Real-time service order listing
Quick Actions : Instant Service Order Controls

KPI Summary Cards & Performance Metrics

Q4: What do the four main KPI summary cards show and how are they calculated?

A: The four KPI cards display:

Total Orders : Real-time count of all service orders for the selected time period
Overdue Orders : Service orders that remain unassigned for more than 48 hours from their creation time.
Average Resolution Time : SUM(completion_date - creation_date) / COUNT(completed_orders)
Total Cost : SUM(labor_cost + material_cost + equipment_cost) for all orders

Q5: How do I use the time period filters on the KPI cards?

A: The KPI cards include three filter options:

Click "30 days" to view metrics for the last 30 days
Click "60 days" to view metrics for the last 60 days
Click "90 days" to view metrics for the last 90 days
The system automatically recalculates all metrics based on your selected timeframe. These filters only apply on Real-time tracking of service order and service requests by origin channels.

Q7: How should I interpret the percentage changes shown on KPI cards?

A: Percentage changes compare current period performance to the previous equivalent period:

↑ 12% on Total Orders means 12% increase compared to previous period
↑ 8% on Overdue Orders indicates worsening performance requiring attention
↓ 0.3 hrs on Average Resolution Time shows improvement in efficiency
↑ 15% on Total Cost may indicate budget variance requiring investigation

Service Order Status Management

Q8: What are the different service order statuses and what do they mean?

A: The dashboard tracks four main statuses:

Created: Newly generated orders awaiting assignment
Overdue: Orders past their 48hrs timline and still unassigned
Assigned: Orders currently in progress or assigned to technicians
Completed: Successfully finished orders

Q9: How do I drill down into specific status categories to see detailed order lists?

A: Navigate to the Dispatcher section to view service orders categorized by status using the available tabs: Pending, Assigned, Completed, and History.

Pending includes: Created, Overdue
Assigned includes: In Progress, Accepted, Rejected
Completed includes: Completed, Approved, Rejected
History displays service orders across all statuses

Q10: What makes an order appear as "Overdue" and how should I handle them?

A: Orders become overdue when:

Orders past their 48hrs timline and still unassigned
These appear with red background highlighting for immediate visibility
Priority actions include: assigning technicians

SLA Performance & Compliance

Q11: How is SLA compliance calculated and what should I target?

A: SLA compliance calculation:

SLA Orders : Count of orders with defined SLA requirements completed within time period
SLA Violations : Orders where completion_date > sla_target_time

Q12: How do I analyze SLA performance trends over time?

A: Review the Monthly SLA Trend showing - within sla and sla breeched service orders.

Q13: What actions should I take when SLA compliance is below target?

A: When SLA compliance drops -

Identify specific order types with highest violation rates
Review resource allocation
Check if time estimates in SOPs are realistic
Analyze bottlenecks in approval or assignment processes
Consider adjusting SLA targets if consistently unachievable

Service Order Sources & Distribution

Q14: How do I interpret the Service Orders by Source analysis?

A: Service Order Source analysis shows:

Total Orders: count of total service orders created.
From 3 sources : Percentage of orders from meter, consumer, and asset sources
Horizontal bar chart displays percentages for each source
Helps identify primary drivers of workload and resource planning needs

Q15: How can I use source analysis for better resource allocation?

A: Source analysis enables:

Identify which sources generate the most service requests
Allocate specialized technicians based on source-specific requirements
Plan inventory and equipment based on typical requests from each source

Q16: How does the monthly cost tracking work and what costs are included?

A: Monthly cost tracking includes:

Current Month : Sum of all order costs for current month
Previous Month : Sum of all order costs for previous month
Cost Components: Labor cost + Material cost + Equipment cost
Trend Line: 6-month historical view showing cost patterns
Variance Calculation: ((Current Month - Previous Month) / Previous Month) × 100

Q17: How should I respond to significant cost variances? A: When cost variance exceeds acceptable limits:

Drill down into individual cost components (labor, materials, equipment)
Compare actual costs against budgeted amounts for the period
Identify orders with unusually high costs for investigation
Review material usage efficiency and equipment utilization
Adjust future budget forecasts based on identified trends
Implement cost control measures if variance indicates systematic issues

Q18: What does the 6-month cost trend tell me about operational efficiency? A: The 6-month trend reveals:

Seasonal patterns in service costs and resource needs
Gradual increases may indicate inflation, equipment aging, or process inefficiencies
Sudden spikes may indicate emergency situations or equipment failures
Declining trends may show improved efficiency or reduced service volume
Use for budget planning and resource allocation decisions

Recent Activity & Real-time Monitoring

Q19: What information is available in the Recent Service Orders section? A: Recent Service Orders displays:

SO ID: Unique service order identifier (e.g., WO-2024-001)
SO Name: Brief description of the service order
Status: Current order status with color coding
Priority: Order priority level with appropriate highlighting
Scheduled Date: Planned completion date for the order

Q20: How do I use the Recent Service Orders for operational monitoring? A: Use Recent Service Orders to:

Monitor real-time operational status across all active orders
Identify overdue orders requiring immediate attention (red highlighting)
Track technician assignments and workload distribution
Review priority orders to ensure critical work is progressing
Access detailed order information for deeper investigation

Q21: How often does the Recent Service Orders list refresh with new data? A: The Recent Service Orders section provides:

Real-time updates as order statuses change in the system
Automatic refresh when technicians update order status in the field
Immediate visibility when new orders are created or assigned
Live tracking of completion status and scheduling changes

Quick Actions & Workflow Management

Q22: What Quick Actions are available from the dashboard and how do I use them? A: Available Quick Actions include:

Create Service Order: Launch new service order creation workflow
Create SOP: Access SOP template creation for new procedures
View Field Technician: Access technician management and assignment interface
Bulk Assign: Assign multiple orders to technicians simultaneously

Q23: How do I create a new service order directly from the dashboard? A: To create a new service order:

Click the "Create Service Order" button in the Quick Actions panel
The system launches the service order creation workflow
Complete required fields: customer information, service type, priority level
Select appropriate SOP template if applicable
Assign technician or leave for dispatcher assignment
Set scheduling parameters and SLA requirements

Q24: When should I use the Bulk Assign feature? A: Use Bulk Assign when you need to:

Assign multiple similar orders to the same technician
Redistribute workload during peak periods or emergencies
Reassign orders when technicians are unavailable
Balance workload across your technician team
Efficiently handle large batches of routine maintenance orders

Troubleshooting & Performance Issues

Q25: What should I do if dashboard data appears outdated or incorrect? A: If data seems incorrect:

Refresh your browser to ensure latest data is displayed
Check system connectivity and verify real-time data sync is functioning
Compare dashboard metrics with source system data for validation
Review time filter settings to ensure correct period selection
Contact IT support if data discrepancies persist
Verify user permissions allow access to all required data sources

Q26: How do I handle consistently poor SLA performance across multiple order types? A: For systemic SLA issues:

Analyze root causes: inadequate staffing, unrealistic time estimates, process bottlenecks
Review SOP time estimates against actual completion times
Assess technician skill levels and training needs
Evaluate equipment availability and maintenance schedules
Consider adjusting SLA targets based on realistic performance capabilities
Implement process improvements identified through trend analysis

Q27: What steps should I take when cost trends show continuous increases? A: For rising cost trends:

Break down costs by category (labor, materials, equipment) to identify drivers
Review material pricing and supplier contracts for cost increases
Analyze labor efficiency and overtime usage patterns
Assess equipment maintenance costs and replacement needs
Compare costs against service volume to identify efficiency changes
Implement cost control measures and budget adjustment recommendations

Advanced Analytics & Insights

Q28: How can I use the dashboard data for predictive planning and forecasting? A: For predictive planning:

Analyze seasonal patterns in order volume and cost trends
Use historical SLA performance to set realistic future targets
Review source distribution to predict resource needs by category
Monitor technician utilization patterns for capacity planning
Track cost per order trends for budget forecasting
Identify recurring issues for proactive prevention strategies

Q29: How do I export dashboard data for executive reporting or external analysis? A: Data export capabilities:

Use export functions available for each dashboard section
Select appropriate date ranges and data formats (PDF, Excel, CSV)
Include relevant metrics: KPIs, trends, compliance rates, cost analysis
Generate automated reports for regular executive briefings
Combine dashboard data with external metrics for comprehensive analysis

Q30: How can I customize the dashboard to focus on my organization's specific priorities? A: Dashboard customization options:

Adjust time period filters to match your reporting cycles
Focus on specific KPIs most relevant to your operational goals
Use color coding to quickly identify priority areas requiring attention
Configure alert thresholds for critical metrics like SLA compliance
Prioritize quick actions based on your most common operational needs
Work with system administrators to customize views for your specific role requirements