| title | description | ms.date | ms.reviewer | ms.topic | ms.custom | applies_to | author | ms.author | ||
|---|---|---|---|---|---|---|---|---|---|---|
Work order summary report |
Learn how to use work order summary reports in Dynamics 365 Field Service. |
02/09/2023 |
mhart |
conceptual |
bap-template |
|
jshotts |
jasonshotts |
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.
A Field Service administrator must enable the report in Settings > Analytics and Insight > Settings > Field Service historical analytics > Manage.
- 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.
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.
:::image type="content" source="media/work-order-summary-report.png" alt-text="Screenshot showing a sample work order summary report.":::
Total number of work orders created for the selected filters.
Total number of currently open work orders.
Percentage of work orders that weren't completed within the promise window.
Average time to schedule from the time the work order was created to the time of the first booking.
Average time taken by an agent to travel to the customer. Calculated for all non-agreement work orders.
Average time taken to complete all the bookings for a specific work order from the date the work order was created.
Average customer satisfaction rate.
Number of work orders by status.
Work order status over time.
Number of work orders by substatus.
Work order type over time.
Average time to complete work order over time.
Number of work orders by primary incident type.
Represents the correlation between broken promise percentage and work order type.
Correlation between broken promise percentage and average time to schedule in minutes.
Correlation between broken promise percentage and average travel time in hours.
Average CSAT value per month over time.
Number of work orders with CSAT rating by substatus.
Number of bookings by territory on a map. The territory needs to be a physical geolocation to show on the map.
[!INCLUDEfooter-include]