Where do I see service performance and SLA reports?
What you'll do: Service Managers get three reporting screens under Service ERP: Manager Dashboard, SLA Report, and Technicians. These are Manager-only; Coordinators don't see them.
The screens
- Manager Dashboard (
Service ERP → Manager Dashboard) — KPI tiles, a needs-attention list, today's coverage, and a trend chart. - SLA Report (
Service ERP → SLA Report) — set a date range and read summary metrics and breakdowns by type, engineer, and OEM. You can Export CSV. - Technicians (
Service ERP → Technicians) — weekly workload and metrics per engineer. Click an engineer for a 30-day profile with their jobs, hold history, and parts.
Who sees what
- Service Manager — all three screens.
- Service Coordinator — none of the three; those nav items don't appear, and the reporting URLs redirect to the dashboard. Coordinators still see the shared service KPIs on the home dashboard and the SLA banners/filters on service requests.
Good to know
- SLA state (On Track / At Risk / SLA Breached) also shows as a banner on each service request and as a filter on the request list, for both roles.