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The Volume Trends report for Field Service Management helps you identify your team’s workload and spot any irregular patterns in service tasks so you can react to issues early. This report can be accessed from the sidebar by going to Reports → Analytics → Field Service volume trends report.
This report has 5 widgets:
Service tasks created in the last 30 days: This widget gives a weekly breakdown of the number of service tasks created over the past 30 days. This makes it easier to find patterns, spot spikes in requests, and plan your field workforce accordingly. Expand the widget and click on view underlying data for all the new service tasks.
Service tasks open versus resolved: This widget displays the number of service tasks created in the last 30 days that are still open as well as the number of resolved tickets. This will let you know how fast your team is resolving tickets vs how fast tickets are coming in, and it should help you determine if you need to upsize or downsize your teams.
Unassigned service tasks: This widget tells you how many tasks need attention, especially highlighting the ones that have been lying unassigned for a while. It displays the total number of unassigned service tasks present in the helpdesk, irrespective of when created. Expand the widget and select “Show underlying Data” at the bottom to see all unassigned service tasks.
Service tasks split by status: This widget shows the number of tickets created in the last month (to date), based on its status. It helps you spot specific patterns in your support workflow and identify any bottlenecks in case they occur.
Service tasks requiring attention: All open service tasks where appointments have already ended but the problem is not resolved are counted against this widget. Expand the widget and select “Show underlying Data” at the bottom to get a list of those service tasks and tickets.
These metrics can be further explored by clicking on their widgets. For example, if you click to explore 'Service Tasks created in a month,' you will be able to access details such as ticket ID, requester name, agent assigned, status, and more.
This tabular breakdown of your data widget can be customized to include specific metrics by clicking on the gear icon on the top right.
You can also create a schedule to automatically generate the report and have it sent to your email (learn more about scheduling reports here).
