Who this is for: Service Coordinators triaging incoming service work — escalations, aging jobs, invoicing/materials, and call volume — plus the field tools they use daily.
What it is: A coordinator cockpit reached from Serv Coord: a Tools bar on top, then tiles for SLA Goals · Research SLA · Add'l Follow-Up SLA · Appt Follow-Up SLA · Completed Work · Open Projects · Escalations · Aged Work · Invoicing & Materials · Call Volume.
At a glance
- Filter most tiles by region.
- Tools — click a tool card to open it full-screen (e.g. Service Scope Tool for building Pulse/RMA scope notes).
- SLA Goals — one scorecard for all three SLAs against their goal percentages; the three SLA tiles below it hold the item-level detail.
- Escalations / Aged Work / Invoicing — click a tile/chip to filter, click a project to open Sunrise.
- Call Volume — Dialpad call-center stats over 7d / 30d / 90d.
Tools + Completed Work
The Tools bar launches field references (like the Service Scope Tool — remote-troubleshooting, truck-roll, and generator E-code scope builder). Below, Completed Work — Trailing 13 Weeks charts weekly truck-roll completion volume.
Service Coordinator — Tools bar and the trailing-13-week completed-work chart.
SLA Goals
SLA Goals is the scorecard for the whole section: every tracked SLA for the selected month, measured against the goal Service Coordination set for it.
| SLA |
Clear within |
Goal |
| Appointment Follow-Up |
1 business day |
80% |
| Additional Customer Follow-Up |
5 business days |
90% |
| Research |
1 business day |
95% |
- A card per SLA — the achieved percentage, how far above or below goal it sits (in points), the on-time count, and how many coordinators individually cleared the goal. The bar carries a white tick at the goal.
- Coordinator matrix — one row per coordinator with a cell per SLA (percentage plus on-time / completed) and a Goals Met tally of the goals they were rated on. Coordinators are only rated on SLAs they actually worked, so a blank cell is "no work this month", not a miss.
- Colors read against the goal, not a fixed scale: green at or above goal, amber within 5 points, red below that.
- Same month picker and region filter as the SLA tiles. Every number is the same measurement the individual tiles show, so the two can never disagree.
- To change a goal, it is set once in the code (
ServiceTaskSlaService::DEFINITIONS) and every tile follows.
The three SLAs