Purpose of the Report
The Job Timings dashboard is designed to help users analyse engineer response times and job duration performance. It provides visibility into how quickly engineers respond to customer calls, how long jobs take to complete, and identifies jobs with the highest and lowest recorded working times.
The dashboard is divided into two pages:
Response – Focuses on engineer response times from the moment a job is logged until work begins.
Job Timings – Analyses the duration of work carried out on jobs, helping users understand labour utilisation and identify unusually long or short job durations.
Together, these pages provide valuable operational insights that support service performance monitoring, engineer productivity analysis, and continuous improvement initiatives.
How to Access the Dashboard
From the main navigation menu, select the Self Service module.
Open the All Standard Dashboards folder.
Locate Job Timings.
Click Preview to open the dashboard.
Apply any desired filters. The dashboard will automatically refresh based on the filters selected.
Dashboard Overview
The dashboard contains two pages:
Page 1 – Response
Measures how quickly engineers respond to customer jobs after they are logged, using response time KPIs, detailed response tables, and priority-based analysis.
Page 2 – Job Timings
Analyses the time spent completing jobs by engineer, cost code, and job number, helping identify jobs with unusually high or low labour durations.
Response
Dashboard Filters & Descriptions
Call Date
Type: Date range selector
Default Value: Current Month
Description: Filters the dashboard based on the date the job was logged. All visualisations update to reflect jobs within the selected reporting period.
Customer & Site
Type: Drop-down selection
Description: Filters the dashboard to display jobs for a selected customer and site.
Engineer
Type: Drop-down selection
Description: Filters the dashboard to display jobs assigned to a selected engineer.
KPI Indicators
The Response page contains KPI indicators that categorise jobs based on the time taken for an engineer to begin work after the job was logged.
Priority Within 2 Hours
Displays the distinct count of Job Numbers where:
Response time is between 0 and 120 minutes
Response time is calculated as the difference between the Job Call Date and the Job Start Date and Time
Priority is not Scheduled PPM
This KPI highlights jobs that met the target response time of two hours.
Over 2 Hours
Displays the distinct count of Job Numbers where:
Response time is between 121 and 1,440 minutes
Priority is not Scheduled PPM
This KPI identifies jobs that exceeded the two-hour response target but were attended within 24 hours.
Over 24 Hours
Displays the distinct count of Job Numbers where:
Response time is greater than 1,440 minutes
Priority is not Scheduled PPM
This KPI highlights jobs with extended response times that may require further investigation.
Column Field Definitions (Data Table – Job Response Times)
Column Name | Description |
Job Number | Unique identifier assigned to the job. |
Customer | Customer associated with the job. |
Site | Site where the work was carried out. |
Call Logged | Date and time the job was logged. |
Response | Time taken for work to begin, calculated from the job call date to the job start date and time. |
Time Elapsed | Total elapsed time associated with the job response. |
Completed Date | Date the job was completed. |
Issued Engineers | Engineer assigned to the job. |
Job Description | Description of the work requested or carried out. |
Conditional Formatting
Response
Values below the average response time for the selected reporting period are highlighted with a red background.
Time Elapsed
Values less than 120 minutes are highlighted with a green background.
Applied Filters
Priority ≠ Scheduled PPM
Priority ≠ NULL
Task Type ≠ Service Job
Pivot Table – Job Response Times
The pivot table provides a summarised view of completed jobs and their response performance.
Row Fields
Field | Description |
Job No. | Unique identifier assigned to the job. |
Customer | Customer associated with the job. |
Site | Site where the work was carried out. |
Call Date | Date the job was logged. |
Completed | Date the job was completed. |
Response in Mins | Time taken to begin work, measured in minutes. |
Priority | Priority assigned to the job. |
Time Elapsed | Total elapsed time for the response activity. |
Conditional Formatting
Response in Mins
Values between 0 and 240 minutes are highlighted with a green background.
Applied Filter
Completed Date ≠ NULL
Column Field Definitions (Data Table – Job Response Based on Priority)
Column Name | Description |
Priority | Priority assigned to the job. |
Customer | Customer associated with the job. |
Site | Site where the work was carried out. |
Job Number | Unique identifier assigned to the job. |
Call Logged | Date and time the job was logged. |
Time Elapsed | Total response duration for the job. |
Completed Date | Date the job was completed. |
Response | Response time measured from job creation until work commenced. |
Issued Engineers | Engineer assigned to the job. |
Job Description | Description of the work carried out. |
Conditional Formatting
Response
Values greater than 120 minutes are highlighted with a red background.
Applied Filters
Priority ≠ Scheduled PPM
Priority ≠ NULL
Task Type ≠ Service Job
Job Timings
Dashboard Filters & Descriptions
Engineer
Type: Drop-down selection
Description: Filters the dashboard by engineer, allowing users to analyse the time spent on jobs completed by a specific individual.
Cost Code
Type: Drop-down selection
Description: Filters job timing information based on the associated cost code or charge code.
Start
Type: Date range selector
Default Value: Current Month
Description: Filters the dashboard using the job start date.
KPI Kanban – Highest Job Times
Displays the jobs with the greatest recorded labour hours.
How It Works
Value: Hours
Category: Job Number
Displays the Top 3 jobs ranked by the highest total hours worked.
Conditional Visualisation
Ranked by Sum of Hours
Displays the Top 3 job numbers.
KPI Kanban – Lowest Job Times
Displays the jobs with the lowest recorded labour hours.
How It Works
Value: Hours
Category: Job Number
Displays the Bottom 3 jobs ranked by total hours worked.
Conditional Visualisation
Ranked by Sum of Hours
Displays the Bottom 3 job numbers.
Column Field Definitions (Data Table – Job Timings)
Column Name | Description |
Job No. – Sub Task | Parent job number together with the associated sub-task number. |
Cost Code | Cost code or charge code assigned to the work performed. |
Start Time | Date and time work commenced. |
End Time | Date and time work finished. |
Rate Type | Labour rate category applied to the work. |
Engineer | Engineer who carried out the work. |
Pivot Table – Job Hours Summary
The pivot table provides a summary of the total hours recorded against each job.
Value Field
Field | Description |
Sum of Hours | Total labour hours recorded for the job. |
Row Field
Field | Description |
Job Number | Unique identifier assigned to the job. |
Conditional Formatting
A three-colour scale is applied to Sum of Hours:
Green – Lowest recorded hours.
Light Green – Approximately the 50th percentile.
Dark Violet – Highest recorded hours.
This visual formatting helps users quickly identify jobs with unusually high or low labour durations.
Column Field Definitions (Data Table – Time Spent on Job)
Column Name | Description |
Priority | Priority assigned to the job. |
Customer | Customer associated with the job. |
Site | Site where the work was performed. |
Job No. | Unique identifier assigned to the job. |
Start Time | Date and time work commenced. |
End Time | Date and time work finished. |
Description | Description of the job or task performed. |
Engineer | Engineer who completed the work. |
Final Remarks
The Job Timings dashboard provides valuable insight into both response performance and labour utilisation across service operations. By analysing response times alongside the duration of completed work, users can evaluate operational efficiency, monitor service-level performance, and identify opportunities to improve engineer productivity.
Regular use of this dashboard can help organisations monitor response targets, identify delays, optimise resource allocation, and support continuous improvement initiatives that enhance customer service and operational effectiveness.