New to Zuper? Having trouble grasping the information available in our dashboard? Here’s a complete guide to Zuper Dashboard.
Once you log in to Zuper, the home screen of your Zuper Web-App is the Zuper dashboard. The dashboard provides an intelligent view of the KPIs required to manage your field service business efficiently.
Administrators can filter the dashboard overview either based on a particular date range or a specific team.
- If you would like to narrow down your overview by a specific date range, choose a range and click apply. You can also use one of the predefined date filters in the left pane such as Yesterday, Last 7 Days, Last 30 Days, and so on.
- In case you want to filter by teams, you can select the required checkboxes in the All Teams drop down and continue to select a specific team or a combination of teams.
Note: If you belong to a particular team in your office, you can view the metrics only for your team. The administrator and the supervisor/team leader can view the jobs for the entire team.
Zuper Dashboard offers a great way to keep track of important field service KPIs. It displays 13 pre-defined field service key performance indices or statistics namely:
1. Job Statistics
Job statistics display a breakdown of the total number of jobs based on the current status of jobs.
- The total number of jobs: The total number of jobs are those jobs scheduled for a specific date range.
- Yet to start: Jobs that are assigned to technicians but haven’t been started yet
- On-progress: Jobs that are marked as started when the field technician is on the way to the customer’s location.
- Canceled jobs: Jobs that have been canceled by the Field technician after the customer approval before the commencement of the job. For instance, the customer booked for service at two places and decides to take the business elsewhere, then, the existing job is said to be “canceled”.
- Incomplete jobs: Jobs that haven’t been finished completely because either some parts or services are missing.
- Completed jobs: Jobs that are finished.
2. Job Scheduled or Booked
Jobs that are scheduled or booked can be viewed in the Dashboard under the Jobs Scheduled or Booked section. It offers insights into the three types of jobs namely New, Scheduled, and Due jobs.
- Scheduled jobs: Shows jobs that are scheduled for the day.
- New jobs: Displays the number of jobs that are created today.
- Due jobs: Lists down the number of jobs that are due today.
3. Job Schedule by Status
You can view a pictorial representation of job schedules by status type in the Dashboard. Job statuses are differentiated using the color codes mentioned on the right-hand side of the doughnut chart in the Dashboard.
To see the breakdown of jobs by status, you need to click on the i icon on the Job Stats by Status report. What’s more, clicking on the count will redirect you to a list of jobs filtered by the specific status type.
Cancelled jobs are represented in yellow, red refers to incomplete jobs, green denotes completed jobs, purple shows jobs that are in–progress, and indigo lists down jobs that are yet to be started.
4. First-Time & Return Customers
In Zuper, customers are classified into two major categories, namely,
First–Time Customers: List of jobs scheduled by new customers who haven’t scheduled a job with your company before.
Return Customers: List of jobs scheduled by existing customers who have already booked a job with your company before.
Also known as Job Estimates, quotations are documents that approximate how much a job will cost right before the technician performs it. Listed below are six quotation-related statistics that are displayed in the dashboard:
- Total: Displays the entire count of quotations created for your customers.
- In–Draft: Shows the number of quotations that were saved but not yet sent to customers.
- Awaiting response: Refers to the number of quotations that are sent to your customers and awaiting their responses.
- Accepted: Denotes the number of quotations that are approved by your customers.
- Declined: Represents the number of quotations that are rejected by the customer.
- Converted to Invoice: Customer-approved quotations can be converted to invoice and so, this lists down the number of approved quotations that are converted to invoices waiting to be sent to your customers.
6. Team Availability
Team availability gives a snapshot of the technician’s availability status.
- Total Users: Displays the total number of users in a team.
- Punched In: Shows the number of users who are punched in and working at customer location (field technicians) or are working inside the office (back-office team).
- Punched Out: Denotes the number of users who punched out of the office or the customer location after completing their jobs for the day and are unavailable at the moment.
- Break: Refers to the total number of users who are currently on a break and going to resume work right after their short break.
- Map icon in the Team Availability section shows timesheets by location.
- User icon signifies Timesheet by Team and lists down timesheets in an order that is sorted by teams.
- The i icon shows the timesheet defaulters for the selected time period (in the Dashboard filter) or displays results for the current date by default.
7. Customer & Co-Worker Feedback
Customer feedback gives an overview of the feedback received from customers.
- Total Responses: Refers to the total number of incoming customer responses.
- Happy: Number of customers who are happy with your service.
- Neutral: Number of customers who are neither happy nor unhappy with your service.
- Unhappy: Customers who are dissatisfied with your service as things didn’t go the way intended.
Co-worker feedback offers a clear view of feedback from a technician’s coworkers. Similar to customer feedback, this is also divided into Total Responses, Happy, Neutral, and Unhappy.
Invoices are commercial documents that specify how much your customer owes you for the product or service that you have offered. Invoices in Zuper can be classified into five categories namely,
- Pending Payments: Payment that is yet to be received from the customer.
- Partially Paid: An invoice is said to be partially paid if the amount paid is less than the total invoice amount.
- Paid: If the customer has paid the total value of the invoice, it is regarded as paid or fully paid.
- Overdue: If the customer hasn’t paid the invoice amount and it is past the payment date, an invoice is termed as overdue.
- Bad Debt: If the customer has never paid up for the services, after a stipulated time, it is considered to be bad debt.
9. Service Contracts
Service contracts are written agreements made with customers for a specific period of time. It lists down terms of deliverables, SLAs, and other terms and conditions. Once a contract expires, it can always be renewed or terminated.
Service contracts in Zuper are categorized into five major types, namely,
- Active Contracts: Contracts that are active and valid on the current date.
- Pending Approval: New or existing contracts that were sent to customers for activation or renewal and which are not yet accepted or approved by customers.
- Expired contracts: Contracts past due date and are either terminated or not renewed by customers.
- On hold: Contracts that are suspended for a specific time frame.
- Expiring in 7 days: Contracts which are bound to expire in a week.
10. Jobs Visit Summary
Jobs visit summary displays the total number of new and recurring or re-visit jobs that are scheduled during that specific day or time frame.
- New Visits are jobs that are scheduled the first time for a given customer on a work order.
- Return Visits are those jobs that are scheduled for a customer again for the same work order. It highlights the fact that the previous job was either incomplete or not handled properly.
- One-Off Visits are jobs that require only one visit. It sheds light on the opportunity that these customers or work orders are not subscribed to your services on a monthly or recurring basis.
- Recurring Visits are those jobs that happen over and over again, on a regular basis based on the time interval mentioned in the contract. Typically, service maintenance requests such as AMC fall under this category.
12. Jobs by Team, Category, & Customer Segment
- Jobs by Category: Displays the total number of jobs available under each category.
- Jobs by Team: Shows the count of jobs assigned to each team in the organization. Using this KPI dispatchers can assign jobs equally across all the teams.
- Jobs by Customer Segment: Displays the number of jobs split across pre-defined customer categories.
13. Route Stats
Routing is the process of setting up a series of jobs for a specific field service technician to perform over the course of a day. Route Stats displays the routes available in the system for a specific day or time period.
Note: All route maps follow the rules set by the organization under Maps>>Routes.
- Yet to start: Denotes customer locations where field technicians haven’t yet started to.
- On my way: Refers to customer locations where technicians have set course to.
- Started: Displays instances where technicians have reached customer location and punch in before starting the job.
- Completed: Shows instances where the technician has reached customer’s location and completed the job.
- Others: Displays other reasons which are mapped to the job such as parts needed, declined, and so on.
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