⚡ SR & WO Master Dashboard
Service Request & Work Order Performance - Cennox
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Generated 11 Jul 2026, 15:25
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Period:
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Last 30 Days
Last 90 Days
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Group:
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107 – Retail
107P – Retail Portal
107C – Retail Contract
104 – Financial
104P – Financial Portal
104C – Financial Contract
103 – Fifth Third TCR
103C – Fifth Third Contract
Other
Portal:
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Service Channel
Service Now
Respond
FEXA
Corrigo
Ecotrak
FM Pilot
One by Lessen
EDI/NEST
VIXXO/Tririga
Phone
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Web (Cennox)
SR Agent:
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Customer:
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Category:
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Manager:
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Overview
Volume Trends
Portal Analysis
Group Analysis
Fifth Third Bank
Time Analysis
SLA Distribution
Agent Performance
Data Register
⚠ Outliers
📞 Call Volume vs SR
Daily Volume Trend
SR count by day for selected period
SLA Performance
SR→WO creation time distribution
Customer Group Breakdown
Volume by group
Top 10 Portals
SR volume by portal/channel
Filter Outliers:
Type:
All Outliers
Late WO (8+ hrs) Only
Open No WO (2+ days) Only
Group:
All Groups
107 – Retail
107P – Retail Portal
107C – Retail Contract
104 – Financial
104P – Financial Portal
104C – Financial Contract
103 – Fifth Third TCR
103C – Fifth Third Contract
Other
Portal:
All Portals
Service Channel
Service Now
Respond
FEXA
Corrigo
Ecotrak
FM Pilot
One by Lessen
EDI/NEST
Phone
E-Mail
Customer:
All Customers
Category:
All Categories
Search:
Reset
⬇ Export Filtered
⬇ Export All Outliers
Outlier Records
Late WO (8+ hrs) & Open SRs with no WO for 2+ days - sorted by severity
SR #
Date
Customer
Group
Portal
Category
SR Agent
WO Agent
WO Time / Age
SLA Bucket
Status
Reason
Monthly Volume Trend
Daily
Weekly
Monthly
Hourly Distribution
SR volume by hour of day
Volume by Customer Group Over Time
Volume by Portal
Avg SR→WO Time by Portal (mins)
Portal Trend Over Time
Group 107 - Retail/Restaurants
Top customers by SR volume
Group 104 - Financial/Banking
Top customers by SR volume
Group Comparison - SLA
% within 15 min by group
Group Volume Monthly
Fifth Third Bank - Daily Volume
Group 103 (TCR) SRs
SLA Distribution - FTB TCR
Fifth Third Bank (All) - Monthly Trend
Includes Group 103 TCR + Group 107 RETAIL entries
SR→WO Creation Time Distribution
Median time by SLA bucket
Avg WO Creation Time by Month
Top 10 WO Agents - Avg Creation Time
SLA Compliance Rate by Group
SLA Bucket Distribution
SLA Over Time (Monthly)
No WO Records - Top Customers
SRs where no Work Order was created
Top SR Agents by Volume
Top WO Agents by Volume
Agent Performance Table
Manager:
All Managers
#
Agent
Manager
WOs Handled
SRs Handled
Avg WO Time (min)
On Time ≤15m
8+ hr
No WO
⬇ Export CSV
Search:
SR #
Date
Customer
Group
Portal
Category
SR Agent
WO Agent
WO Time (min)
SLA Bucket
Status
Filter by Date:
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Agents:
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All Agents
All Events
Answered Only
Abandoned Only
📞 Hourly Call Volume
Total / Answered / Abandoned by hour
📋 Hourly SR Volume
Service Requests by hour (filtered period)
📊 Call Volume vs SR Volume - Hourly Overlay
Direct side-by-side comparison - hover for details
📅 Daily Call Volume Trend
Calls per day - Answered vs Abandoned
🏆 Agent Call Performance
Calls handled & avg talk time per agent
⏱ Avg Wait Time by Hour
Minutes callers waited before answer/abandon
🥧 Call Event Breakdown
Distribution by outcome type