What each Command Center metric means
A reference for the metrics and charts on the Command Center dashboard.
Use this reference to interpret the numbers on the Command Center. Open the ? icon in the app to see the same definitions in context.
Key metrics
- Created: service requests opened during the selected period. The arrow compares against the same number of days immediately before.
- Completed: requests closed during the period, compared against the prior period.
- Avg Cycle Time: average days from open to close, across requests closed in the period (open requests are excluded).
- Response Time: median time from open to first action on corrective requests opened in the period; the response rate is the share that received any response. Corrective work only.
- Aging Backlog: a live count of every request currently Open, In Progress, or On Hold, plus how many are unassigned. Real-time, not affected by the period.
Charts
- Status Mix: how currently-open requests split across Open, In Progress, On Hold, Closed, and Canceled.
- Corrective vs Preventive: the split of work for requests opened in the period; the center number is the corrective share.
- Cycle Time Trend: average days to close, month by month, by the month each request was closed.
- Aging Backlog (chart): open requests spread across age ranges (0–5, 5–10, 10–15, 15+ days), with 15+ in red.
- Work by Location / Work by Category: where work happened and what equipment generated it during the period.
- Response Time (distribution): how long corrective requests waited before any action, in one-hour buckets.
Technician views
- Tech Workload: open requests each technician is carrying, color-coded by load.
- Tech Accountability: hours worked plus average notes and attachments per request over the last 30 days.
- Technician Daily Hours: a weekday-by-weekday view of each technician's check-in hours.
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