The Work Requests Analysis Dashboard allows for detailed monitoring of requests registered in the system. It provides real-time tracking of the number of requests created, resolved, and pending, as well as metrics on average response times and the status of requests.
Accessing the Dashboard
- In the main menu, go to Business Intelligence.
- Select Work Requests Analysis.
Chart – Reported vs. Resolved Requests
The first highlighted element in the dashboard is the Reported vs. Resolved Requests chart, which compares the number of created and completed requests over time. This visualization facilitates the analysis of service flow and helps identify potential operational bottlenecks.
Right below the chart, the main quantitative indicators related to requests are displayed:
- Number Work Requests Created
- Number Work Request Solved
- Number Work Request Pendings
These indicators provide a quick overview of demand and the operational efficiency of the team.
Work Requests by Status
The Work Requests by Status section details the stage each request is in within the service flow. This categorization helps prioritize demands and monitor team performance.
Average Response Time
This section offers a clear overview of the team's performance in managing service requests. Through key metrics such as the average time for the first response, waiting time, and total resolution time, it is possible to assess how quickly requests are attended to and resolved.
Rating Module
The Rating Module enables the evaluation of service team performance. It provides detailed insights into the number of attended requests and the average ratings received from users.
The main indicators in this category include:
- Responsible: Lists the technicians and users in charge of handling requests.
- Count Work Request Solved: Shows the total number of completed requests per responsible user.
- Rating Average Work Request: Displays the average score based on user feedback.
Assets in Work Request
The Assets in Work Request module within the dashboard allows monitoring of which assets generate the highest number of requests. With this functionality, it is possible to identify trends, prioritize maintenance, and make strategic decisions to optimize asset management.