Report Overview
The ID961 Customer Service Status report provides a comprehensive view of equipment service performance across the organization's contracted fleet over a rolling 180-day period. Designed for both management and operations audiences, the report tracks key service metrics including equipment uptime and downtime, corrective maintenance call volumes, and average downtime per call, allowing stakeholders to quickly assess fleet health and identify underperforming equipment, model categories, branches, or territories. On the operations side, the report provides a live equipment list with real-time open call status — highlighting units with active calls and showing whether a technician has been dispatched or is already on site — as well as a full current call queue and a technician performance breakdown by individual and manager. Dedicated drill-through pages allow visibility to any piece of equipment and lists to total open calls, on hold calls, dispatched calls and calls where technician is already on site with a single click.
The report should be configured to refresh every hour to ensure that service teams and management are always working from near real-time data, supporting faster decision-making and more responsive field operations.
Report Assumptions
This report covers all equipment that has been active under a service contract for at least one day within the past 180 or 90 days depending on user selection.
Equipment that was serviced outside of a contract arrangement during this period has been excluded from all metrics and calculations.
Downtime has been calculated exclusively based on Corrective Maintenance (CM) calls — planned maintenance, installations, or other non-corrective activity has not been factored into the downtime figures.
To ensure data is as current as possible, this report should be configured to refresh every hour (up to 8 times per day during working hours), providing a near real-time view of service performance, open calls, and field technician status as of the timestamp shown on each page.
Global Parameters
This report includes Smart Narrative visuals on select pages, which provide AI-generated text summaries of the data. These visuals require Copilot for Power BI to be enabled, which in turn requires the report to be published to a Microsoft Fabric Capacity workspace. Users will be prompted to select their deployment option when accessing the report — those running on a Fabric Capacity workspace with Copilot enabled will be directed to pages that include the Smart Narrative visuals, while all other users will be directed to equivalent pages without them, ensuring full access to the report's data and functionality regardless of their environment.
General Report Features
1. Access to Report Pages
Like all CeoJuice Power BI Reports, access to all report pages is given from the Landing / Index page.
Within the Landin / Index page you can also see when the report was last refresh, a revision log of all changes / additions of the current release and a link to site documentation.
2. Access to Filters
Within each report page you can access a filter / slicer panel from the top right corner.
3. Access to page documentation
Within each report page you can access current’s page documentation by selecting the ‘?’ icon located a the top right corner next to the filter icon.
Report Pages
Page 1 — Service Performance Overview Fleet uptime, downtime, call volume and response efficiency — last 6 months
Purpose
Give executives a single-screen health check of the entire fleet — uptime vs downtime, call volume, and response efficiency at a glance, with no drill-down required.
Expected outcome
Management instantly knows if the fleet is above or below SLA targets and where the biggest downtime concentrations are, without opening any other page.
*** With Smart Narrative visuals
*** Without Smart Narrative visuals
Page 2 — Performance by Dimensions Uptime & Downtime, sliced by Customer & equipment Dimensions — last 6 months
Purpose
Identify which branches, territories, equipment makes/models, or customer accounts are driving the most downtime and calls — to prioritize resource allocation or contract renegotiations.
Expected outcome
A clear ranking of which dimensions are underperforming, enabling targeted conversations with service managers or account reps about specific branches or product lines.
Page 3 — Equipment List & Open Calls Full equipment list with uptime metrics, open call highlights and live dispatch / on-site status
Purpose
Give ops teams a line-by-line view of every piece of equipment with its uptime metrics, call count, and real-time field status — highlighting units with open calls and showing whether a tech is dispatched and/or on site.
Expected outcome
Ops can instantly filter to equipment with open calls, see which units have a tech en route or already on site, and identify high-downtime machines that need priority attention.
Page 4 — Current Calls Details Live call queue detail with status, type, hold flag, caller and linked equipment cross-reference
Purpose
A full detailed view of all calls in the Current Calls table — call type, status, on-hold flag, caller info, and linked equipment — so the ops team can work through the call queue and understand what each call entails.
Expected outcome
A dispatcher or service coordinator can quickly triage the call queue, filter by status or hold, and cross reference with the equipment list page to understand the asset context for each call.
Page 5 — Technician Performance
Call load, average downtime per call and resolution efficiency by technician and manager
Purpose
Evaluate technician workload and effectiveness — who has the most calls, which techs are associated with the highest downtime per call, and how call load is distributed across managers.
Expected outcome
Service managers can spot over-burdened techs, identify individuals whose equipment consistently shows high downtime, and balance call assignments across the team.
Page 6 — Equipment Health Deep-Dive
Single Equipment Profile
Purpose
A drill-through or bookmark-driven page that shows all metrics for a single selected piece of equipment — useful both for management reviewing a specific customer account and for ops investigating a problem machine.
Expected outcome
Any stakeholder can right-click a machine on the equipment list page and drill through to see its complete health profile — no separate export or manual lookup needed.
Drill-Through Report Pages
>> Equipment Health Deep-Dive
Single Equipment Profile
Purpose
A drill-through or bookmark-driven page that shows all metrics for a single selected piece of equipment — useful both for management reviewing a specific customer account and for ops investigating a problem machine.
Expected outcome
Any stakeholder can right-click a machine on the equipment list page and drill through to see its complete health profile — no separate export or manual lookup needed.
*** It can be accessed from any visual that shows either the Equipment # or the serial #
*** Drill-Through report pages
>> Machines Running
>> Tech Dispatched
>> Tech On Site
>> Machines Down
can be accessed by right-clicking on any of the KPIs shown in the Active Equipment Status visual within the Service Performance Overview reports.
*** Drill-Through report pages
>> Current Open Calls
>> Dispatched Calls
>> On-Hold Calls
>> On-Site Calls
can be accessed by right-clicking on any of the KPIs shown in the Open Calls Summary visual within the Service Performance Overview reports.
>> Machines Running
>> Tech Dispatched
>> Tech On Site
>> Machines Down
>> Current Open Calls
>> Dispatched Calls
>> On-Hold Calls
>> On-Site Calls
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