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Field service module

Field Service

Monitor service requests, field jobs, technicians, and SLA performance from one place.

SLA spotlight

94.8%

3 work orders are within 30 minutes of SLA breach — dispatch is prioritizing them now.

Key Performance Indicators

1,284

Total requests

↑12.8% vs last month

286

Open requests

42 high priority

128

Active jobs

76 technicians assigned

94.8%

SLA compliance

↑2.4% · target 95%

842

Completed

↑8.6% this month

4.8/5

Satisfaction

↑0.3 · 684 reviews

Requests / throughput

Service Request Overview

New requests In progress Completed Cancelled

Total

642

New

218

Completed

356

Cancelled

18

Lifecycle Breakdown

Request Status

1,092 Total
1,092 Requests
New 42 · 4%
Assigned 68 · 6%
In progress 94 · 9%
On hold 28 · 3%
Completed 842 · 77%
Cancelled 18 · 2%

Resolution Rate

77.1%

Active In-Flight

232

Urgency & Triage

Priority Breakdown

286 Open
Open Backlog Distribution 66 Urgent (23.1%)
Critical <2h SLA
12 4% · 18m avg
High <4h SLA
54 19% · 42m avg
Medium <8h SLA
128 45% · 1.5h avg
Low <24h SLA
92 32% · 4.2h avg

Total Open

286

Critical + High

66

Compliance & Delivery

SLA Performance

On Track · Target 95%
94.8% ↑ 2.4% vs last month

1,284 total service requests evaluated this billing period

Threshold: 90.0%
Within SLA

94.8%

1,217 requests

At Risk (<1h)

3.6%

46 requests

Breached

1.6%

21 requests

Compliance by Priority Tier SLA Target: 95%
Critical & Emergency (2h) 91.7% (48/52)
Standard & Routine (4h+) 96.4% (1,169/1,232)
Avg response
14m ↓ 2m faster
Avg resolution
3h 42m ↓ 18m faster
First-Time Fix
88.4% ↑ 1.6%
On-Time Arrival
96.1% ↑ 2.1%
Audited 10m ago · Automated SLA engine Target: 95.0%
Immediate Dispatch

SLA Alerts

4 work orders near breach
Auto-escalates 15m prior to breach Live dispatch queue

Service Schedule and Technician Availability

Dispatch queue / today

Today's Service Schedule

Field workforce

Technician Availability

Available

38

On job

62

Travelling

18

Offline

06

Adam King

Adam King

WO-10482

On Job
Peyton Scott

Peyton Scott

ETA 12 min

Travelling
Michael D

Michael D

2.4 km away

Available
Ryan King

Ryan King

WO-10476

On Job
Log / recent activity

Recent Service Requests

Recent service requests with customer, priority, technician and status
Request ID Customer Service Priority Location Technician Created Status Action