Work order summary report
Operations managers are responsible for managing work orders in order to provide timely support for their customers. To better understand what actions may be needed for better field service performance, reports provide help to monitor key operational metrics.
Before you start
A Field Service administrator must enable the report in Settings > Analytics and Insight > Settings > Field Service historical analytics > Manage.
Filters and slicers
- Date range: A relative date range.
- Customer: Customer accounts configured in Field Service.
- System status: Booking status of a work order.
- Work order type: Work order types in Field Service.
- Substatus: Custom substatuses related the booking status of a work order.
- Service territory: Territory defined in Field Service.
- Technician: Active bookable resources in Field Service.
Reports metrics
To access the work order summary report, open the Field Service app, change to the Resources area, and go to Analytics and Insights > Field Service historical analysis.
Work orders
Total number of work orders created for the selected filters.
Open work orders
Total number of currently open work orders.
Broken promise (%)
Percentage of work orders that weren't completed within the promise window.
Mean time to schedule (mins)
Average time to schedule from the time the work order was created to the time of the first booking.
Mean time to travel (hrs)
Average time taken by an agent to travel to the customer. Calculated for all non-agreement work orders.
Mean time to complete (hrs)
Average time taken to complete all the bookings for a specific work order from the date the work order was created.
Avg. CSAT
Average customer satisfaction rate.
Work orders by system status
Number of work orders by status.
Work order trends by system status
Work order status over time.
Work orders by substatus
Number of work orders by substatus.
Work order trends by work order type
Work order type over time.
Mean time to complete by work order type (mins)
Average time to complete work order over time.
Work orders by primary incident type
Number of work orders by primary incident type.
Broken promise (%) by work order type
Represents the correlation between broken promise percentage and work order type.
Broken promise (%) vs mean time to schedule (mins)
Correlation between broken promise percentage and average time to schedule in minutes.
Broken promise (%) vs mean time to travel (hrs)
Correlation between broken promise percentage and average travel time in hours.
CSAT Trend
Average CSAT value per month over time.
CSAT by substatus
Number of work orders with CSAT rating by substatus.
Territory analysis
Number of bookings by territory on a map. The territory needs to be a physical geolocation to show on the map.
Next steps
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