Tip: You can use filters for better results
How to use the Dispatch Insights Report
What is the particular purpose of the Dispatch Insights Report?
The Dispatch Insights Report gives you insights about reassigned tickets, potential delays with your tickets, and about rescheduled tickets.
Who benefits most from the Dispatch Insights Report?
These person groups can benefit most from the Dispatch Insights Report: Managers and Dispatchers.
Assigned to Partners tab
The Assigned to partners tab displays all tickets and splits the ticket amount into partner-assigned tickets and normal tickets.
The ratio between partner-assigned tickets and normal tickets is also displayed in per cent for every selected month.
-
The red bar displays the ticket amount that has not been sent over to partners.
The green bar displays the ticket amount that has been sent over to partners.
The ratio between partner-assigned tickets and normal tickets is displayed as a line (for trends) and in percent. -
Ticket amount per partner
-
Selected tickets that were sent to partners and how they split up by device type
-
Selected tickets that were sent to partners and how they split up by partner company
-
Date filter
-
Dispatch group filter
What is the particular purpose of this report?
To gain an overview of partner-assigned tickets.
What information can you get out of this particular report?
On the right-hand side, you can check the ticket amount per partner.
On the bottom-left side, you can check tickets sent to partners by device (ratio).
On the bottom-right side, you can check the ticket ratio by partner.
What does all the information stand for and how to read it?
Numbers are used as units. The numbers stand for the ticket amount.
Which related reports might be considered to get a clearer/more detailed picture of the information?
The Potential Delays tab, the Rescheduled Tickets tab, and the Customer Portal tab.
How can the report be customized using filters?
You can filter by months and years.
You can filter by a dispatch group or more dispatch groups.
You can combine the months/years filter with the dispatch groups filter.
Report Delays tab
The Report Delays tab displays the amount of tickets that should have been already closed by now, but are not yet due to potential delays.
-
The sum of selected potential delay tickets
-
Potential delay tickets split up by category and date
-
Chart of all selected overdue appointments split up by engineer
-
Detail view on particular potential delay tickets including info about the CNI, Deep Link to find the ticket, Category, Device, Status, and Engineer
-
Chart of all selected overdue appointments split up by status
-
Date filter
-
Dispatch group filter
What is the particular purpose of this report?
To gain an overview of report delays.
What information can you get out of this particular report?
The top number shows you the total count of potential delay tickets.
The top view breaks potential delays down by date and category.
The bottom view gives you a detailed view of potential delay tickets including info about the CNI, Deep Link, Category, Device, Status, and Engineer.
The upper-right view displays a chart of all selected overdue appointments split up by engineer.
The lower-right view displays a chart of all selected overdue appointments split up by status.
What does all the information stand for and how to read it?
Numbers are used as units. The number indicates the ticket amount.
Which related reports might be considered to get a clearer/more detailed picture of the information?
The Assigned to Partners tab, the Rescheduled Appointments tab, and the Customer Portal tab.
How can the report be customized using filters?
You can filter by months and years.
You can filter by a dispatch group or more dispatch groups.
You can combine the months/years filter with the dispatch groups filter.
Rescheduled Appointments tab
The Rescheduled Appointments tab displays all tickets have been rescheduled in some way.
-
Appointments cancelled by date and category.
Different ticket categories have different colors. -
Appointments cancelled split up by appointment cancel reason in per cent
-
Appointments canceled counter with Deep Link functionality to quickly find particular ticket.
The counter includes the CNI, the Deep Link to find the ticket, the count, and the current ticket status. -
Appointments canceled counter detail view.
The detail view includes the CNI, the Appointment start time (local), the Deep Link to find the ticket, the device type, the current ticket status, and the appointment cancel reason, and the appointment ID (not relevant for end users). -
Date filter
-
Dispatch group filter
-
Ticket status filter
What is the particular purpose of this report?
To gain an overview of rescheduled appointments.
What information can you get out of this particular report?
The Rescheduled Appointments tab displays all tickets have been rescheduled in some way.
What does all the information stand for and how to read it?
Numbers are used as units. The number indicates the ticket amount.
Which related reports might be considered to get a clearer/more detailed picture of the information?
The Assigned to Partners tab, the Potential Delays tab, and the Customer Portal tab.
How can the report be customized using filters?
You can filter by months and years.
You can filter by a dispatch group or more dispatch groups.
You can filter by ticket status or ticket statuses.
You can combine all three filters together.
Customer Portal tab
The Customer Portal tab compares tickets that have been processed traditionally with tickets that have been processed via the Customer Portal.
This allows, for example, conclusions to be drawn about how strongly the Customer Portal is accepted and used by end customers.
-
Compares traditional scheduled tickets with Customer Portal scheduled tickets by date
-
Displays the Customer Portal interactions ratio for selected date. If nothing is selected the total comparison will be displayed
-
Displays the selected or total ticket amount of tickets sent out containing a Customer Portal Link
-
Displays the selected or total ticket amount of tickets scheduled via the Customer Portal
-
Displays a trend of Customer Portal interactions ratio on a weekly basis.
The Tickets scheduled via the Customer Portal number compared to the Tickets with the link sent number result in the Customer Portal interaction ratio. -
Date filter
-
Interaction count separated by successful interaction (Yes) and unsuccessful interaction (No). The data is displayed on a per-week base.
What is the particular purpose of this report?
The Customer Portal tab compares tickets that have been processed traditionally with tickets that have been processed via the Customer Portal.
This allows, for example, conclusions to be drawn about how strongly the Customer Portal is accepted and used by end customers.
What information can you get out of this particular report?
The top view compares traditional scheduled tickets with Customer Portal scheduled tickets by date.
The bottom view displays the trend of the Customer Portal interactions ratio on a weekly basis.
The upper-right view displays the Customer Portal interactions ratio for the selected date.
The upper-middle view displays the selected or total ticket amount of tickets sent out containing a Customer Portal Link.
The lower-right view displays the selected or total ticket amount of tickets scheduled via the Customer Portal.
The Tickets scheduled via the Customer Portal number compared to the Tickets with the link sent number result in the Customer Portal interaction ratio.
What does all the information stand for and how to read it?
Numbers are used as units. The number indicates the ticket amount.
Which related reports might be considered to get a clearer/more detailed picture of the information?
The Assigned to Partners tab, the Potential Delays tab, and the Rescheduled Appointments tab.
How can the report be customized using filters?
You can filter by months and years.
Partner Portal tab
The Partner Portal provides an overview of partner performance, including key metrics and performance trends within your tenant.
-
Compares tickets reported through the Partner Portal with tickets reported through other channels by date.
-
Displays the weekly percentage of interactions made through the Partner Portal.
-
Displays the percentage of interactions made through the Partner Portal for the date range selected in Point 6.
-
Displays the number of tickets with a link sent within the date range selected in Point 6.
-
Displays the number of All Partner Portal reports within the date range selected in Point 6.
-
Date filter
-
Displays tickets with Partner Portal interactions. The table shows the number of interactions per week within the selected date range.
What is the particular purpose of this report?
The Partner Portal tab compares tickets that have been processed traditionally with tickets that have been processed via the Partner Portal.
This allows, for example, conclusions to be drawn about how strongly the Partner Portal is accepted and used by end customers.
What information can you get out of this particular report?
The top view compares traditional scheduled tickets with Partner Portal scheduled tickets by date.
The bottom view displays the trend of the Partner Portal interactions ratio on a weekly basis.
The upper-right view displays the Partner Portal interactions ratio for the selected date.
The upper-middle view displays the selected or total ticket amount of tickets sent out containing a Partner Portal Link.
The lower-right view displays the selected or total ticket amount of tickets scheduled via the Partner Portal.
The Tickets scheduled via the Partner Portal number compared to the Tickets with the link sent number result in the Partner Portal interaction ratio.
What does all the information stand for and how to read it?
Numbers are used as units. The number indicates the ticket amount.
Which related reports might be considered to get a clearer/more detailed picture of the information?
The Assigned to Partners tab, the Potential Delays tab, and the Rescheduled Appointments tab.
How can the report be customized using filters?
You can filter by months and years.
Delivery Updates tab
The Delivery Updates give you insights into the Latest Service Delivery Time performance of your dispatch groups.
-
LSDT update details: A ticket-level table showing each ticket’s status, initial and current LSDT, and intervention start, with a link to open the ticket. The LSDT Breach column marks each ticket with a green tick (no breach) or an orange exclamation mark (LSDT breached).
-
LSDT updates per ticket: Ranks tickets by how many times their LSDT was changed, with the most frequently updated at the top. This helps you spot tickets whose delivery dates keep moving.
-
LSDT breach by appointment date: A daily column chart of breached and non-breached tickets by appointment date, with a line showing the breach ratio. It shows how breaches trend over time and which days had the most problems.
-
LSDT update reasons: A bar chart of the reasons behind LSDT changes, such as intervention delays, appointment changes, automatic updates and engineer availability. It shows the main causes of changing delivery deadlines.
-
Date filter: Sets the time period the dashboard shows, by year, quarter, month or day. The selected range appears at the top of the report.
-
Dispatch Group filter: Limits the data to one or more dispatch groups, or shows all of them.
-
Ticket status filter: Filters tickets by their current status, for example to show only closed or open tickets.
-
Breach filter: Shows only breached tickets, only non-breached tickets, or all tickets.
What is the particular purpose of this report?
The report tracks changes to each ticket’s LSDT (Last Service Delivery Time – the committed service delivery deadline) and whether those deadlines were met or breached. It lists every LSDT change per ticket, comparing the initial and current LSDT with the intervention start, and shows the daily breach rate by appointment date. It also ranks the tickets with the most LSDT updates and the most common reasons for those updates, such as intervention delays, appointment changes and engineer availability. This helps dispatch teams find where delivery commitments slip, why deadlines keep moving, and which tickets or dispatch groups need attention.
What information can you get out of this particular report?
- Breach status: How many tickets met their LSDT and how many breached it, overall and per ticket.
- Breach trends over time: How the number of breached and non-breached tickets and the breach ratio change day by day, which shows peaks, patterns or problem periods.
- Deadline changes per ticket: How each ticket’s LSDT changed from the initial to the current value, and whether the intervention started before or after the deadline.
- Size of deadline shifts: Whether deadlines were moved slightly or significantly.
- Tickets with frequent LSDT updates: Which tickets had their LSDT changed most often. These may point to planning problems, repeated rescheduling or automation issues.
- Root causes of LSDT changes: The most common reasons deadlines are updated.
- Process and data quality issues: Reasons such as “Incorrect LSDT” or frequent automatic updates can point to configuration or data problems.
- Team or group performance: By filtering by dispatch group, you can compare how different teams manage delivery deadlines and breaches.
- Focused analysis: Filters for date, ticket status and breach status let you narrow the view, for example to breached tickets only, open tickets only or a specific period.
- Drill-down to tickets: Direct links let you open individual tickets for a detailed look.
What does all the information stand for and how to read it?
- CNI: ticket identifier
- Initial LSDT vs Current LSDT: the originally committed delivery deadline vs. the (possibly rescheduled) current one — a gap between them signals rescheduling
- Intervention start: when work on-site actually began
- In the trend chart (3), bars show ticket counts (breached in red, no-breach in teal) per day, while the grey line/ratio shows the % breached — useful for spotting spikes
- The reasons chart (4) is a ranked bar list — longer bars mean that cause accounts for more overdue updates
Which related reports might be considered to get a clearer/more detailed picture of the information?
- Tickets Overview and Appointments Overview reports (to see full lifecycle, not just LSDT)
- Utilisation, Productivity and Efficiency reports
- Parts Overview
- Report Delays
- Rescheduled Appointments
How can the report be customized using filters?
- Date (5): restrict to a specific date range instead of the date “All”
- Dispatch Group (6): filter to specific dispatch groups, or “select all”
- Ticket status (7): narrow to specific statuses (e.g., only “Appointment” or “Pending Customer”)
- Breach (8): show only breached, only non-breached, or all tickets
Appointments Overview tab
The Appointment Overview provides an overview of your dispatch groups’ performance and key appointment metrics.
-
Provides detailed information about Appointments Overview including the CNI, a deep link to the ticket, CNE, Project Name, Ticket Category, Company, City, Street
-
Dispatch Group filter
-
Appointment Dispatched From filter
-
Appointment Fixed From filter
-
Appointment Proposed From filter
-
Project Name filter
-
Assigned Engineer filter
-
Appointment Canceled filter
What is the particular purpose of this report?
This is the “Appointments Overview” report — a master list of all scheduled field-service appointments (installation/move/add/change/disposal and break-fix jobs). Its purpose is to give dispatch/operations staff a searchable, filterable inventory of every appointment across projects, companies, and locations, refreshed twice daily but scoped to the last 30 days of activity.
What information can you get out of this particular report?
- A flat list of appointments with their identifiers, deep links, project/category classification, and customer/site location
- Which company and ticket category (e.g., Break and fix vs. Installation/Move/Add/Change/Disposal) each appointment belongs to
- Where the job is happening (city, street) — useful for geographic/regional analysis
- A way to drill into any specific ticket via the URL link column
What does all the information stand for and how to read it?
- CNI: the ticket identifier
- URL: deep link icon to open the ticket directly
- CNE: the ticket identifier that could came from
- Project Name: the project this appointment is billed or organized under
- Ticket Category: the type of work (Break and fix, or Installation/Move/Add/Change/Disposal)
- Company: customer/site company name
- City / Street: appointment location
Which related reports might be considered to get a clearer/more detailed picture of the information?
- The Delivery Updates / LSDT report
- An Engineer utilization/scheduling report — since “Assigned Engineer” is filterable here but not detailed further
- A Cancellations report — since “Appointment Canceled” is a filter but cancellation reasons/trends aren’t shown here
- A Project-level summary report — to aggregate appointment volume/status by Project Name or Company
How can the report be customized using filters?
- Dispatch Group (2): narrow to a specific dispatch team
- Appointment Dispatched From (3): filter by when the appointment was dispatched
- Appointment Fixed From (4): filter by when the appointment date was fixed/confirmed
- Appointment Proposed From (5): filter by when the appointment was originally proposed
- Project Name (6): restrict to one client/project
- Assigned Engineer (7): restrict to one engineer’s appointments
- Appointment Canceled (8): show only canceled, only active, or all appointments