Skip to main content

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 side nav
  • 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 service 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:

example -

  • ↑ 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

Additional in the history tab - approved and rejected

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
  • History displays , Approved, Rejected

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


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

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
  • technician : name of the technician to which the service order is assigned
  • Scheduled time: time of change
  • actions : view service orders in detail

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
  • 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.

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
  • Select appropriate SOP template
  • Complete required fields with priority level
  • Assign technician

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
  • Efficiently handle large batches of routine maintenance orders

Troubleshooting & Performance Issues

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)
  • 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
Back to top