Service Analytics Dashboard

Overview

The Service Analytics Dashboard provides actionable information for your Service Tickets, Appointments, and Reminders. This powerful tool helps supervisors and dispatchers track productivity, review scheduled services, and analyze service performance.

What the Dashboard Provides

Comprehensive Service Insights:

• Track productivity across technicians and teams
• Review all scheduled services in one view
• Drill down by category and then by individual ticket
• Monitor dispatch handling and completion rates

Key Questions Answered:

• Which tickets were scheduled but never completed?
• How many days did it take from service request to completion?
• How many tickets did a specific technician complete during a time period?

Who Benefits from This Feature

Supervisors

• Quickly see an overview of how dispatches are being handled
• Monitor team productivity and performance
• Identify bottlenecks in service delivery

Dispatchers

• Review their own activity to ensure they are on task
• Track ticket status and completion
• Manage workload distribution

Management

• Analyze service department performance
• Make data-driven decisions about staffing and scheduling
• Identify trends and areas for improvement

Accessing the Service Analytics Dashboard

The dashboard can be accessed from two locations:

Option 1: Ticket Selection List > Click Analytics button

Option 2: Calendar of Appointments > Click Analytics button

Enabling the Feature

Important: This feature must be enabled for your user ID before you can access it.

Steps to Enable:

Step 1: Contact your system administrator

Step 2: Have them send a request to Cornerstone Customer Service to enable the feature for your user ID

Step 3: Contact Customer Service via:

• Email: customerservice@cornerstonebillingsolutions.zohodesk.com
• Phone: 847-405-9517 x1

Key Features

Drill-Down Analysis

• Start with high-level category view
• Drill down to individual ticket details
• Analyze specific service patterns

Time Period Analysis

• Review performance over custom date ranges
• Track trends over weeks, months, or quarters
• Compare periods to identify improvements

Technician Performance

• View tickets completed by specific technicians
• Track individual productivity metrics
• Identify top performers and training opportunities

Service Completion Tracking

• Identify scheduled tickets that were never completed
• Monitor average time from request to completion
• Track service level compliance

Use Cases

Productivity Tracking

Monitor how many tickets each technician completes over time to identify productivity trends and set realistic goals.

Service Level Monitoring

Track the time from service request to completion to ensure you're meeting customer expectations and service level agreements.

Incomplete Work Management

Identify scheduled tickets that were never completed to follow up and prevent customer dissatisfaction.

Performance Reviews

Use historical data to conduct fair and data-driven technician performance reviews.

Capacity Planning

Analyze ticket volume and completion rates to determine if additional staff or resources are needed.

Benefits

Data-Driven Decisions

• Make informed choices about staffing and scheduling
• Identify areas needing improvement
• Set realistic performance goals

Improved Accountability

• Clear visibility into who is completing what work
• Track dispatcher and technician activity
• Ensure tickets are being handled properly

Enhanced Customer Service

• Identify and address service delays
• Ensure scheduled work is completed
• Improve response times

Operational Efficiency

• Spot bottlenecks in service delivery
• Optimize scheduling and dispatch processes
• Reduce incomplete or delayed work

Getting Started

1. Request Access: Contact your administrator to request feature enablement
2. Get Enabled: Administrator contacts Cornerstone Customer Service
3. Access Dashboard: Once enabled, click Analytics from Ticket Selection List or Calendar
4. Explore Data: Start with overview and drill down into specific categories
5. Set Benchmarks: Use initial data to establish performance baselines
6. Regular Review: Schedule regular review sessions to monitor trends

Tips for Maximum Value

• Review the dashboard weekly to stay on top of service performance
• Use drill-down features to investigate outliers or unusual patterns
• Compare technician performance to identify best practices
• Share insights with your team to drive improvement
• Set goals based on dashboard metrics and track progress

Need Help?

To enable this feature or for additional assistance, contact Cornerstone Holding Co. 847-405-9517 or email us customer.success@alarmbills.com