⚡ SR & WO Master Dashboard
Service Request & Work Order Performance - Cennox
Live
Generated 26 Aug 2026, 00:42
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Period:
All Time
Today
Yesterday
Last 7 Days
Last 30 Days
Last 90 Days
This Month
Prev Month
This Quarter
This Year
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Group:
All Groups
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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:
All Portals
▾
Service Channel
Service Now
Respond
FEXA
Corrigo
Ecotrak
FM Pilot
One by Lessen
EDI/NEST
VIXXO/Tririga
Phone
E-Mail
Web (Cennox)
SR Agent:
All Agents
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Customer:
All Customers
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Category:
All Categories
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Manager:
All Managers
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Overview
Volume Trends
Portal Analysis
Group Analysis
Fifth Third Bank
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)
Open No WO (2+ days)
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
▾
Status:
All Statuses
▾
Manager:
All Managers
▾
Purchase Order:
All
▾
Blank PO
Has PO
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
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:
Filter by Date:
All Dates
Agents:
All Agents
▾
All Agents
All Events
Answered Only
Abandoned Only
📞 Hourly Call Volume
Total / Answered / Abandoned by hour
📋 Hourly SR/WO Volume
SRs raised or WOs worked, by hour — matches selected Date & Agent filters above
📊 Call Volume vs SR/WO Volume - Hourly Overlay (Staffing View)
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
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