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The Service Monitor works with service level agreements (SLAs) and visually displays service call data by the icon for the call type. The associated service call can be accessed by right-clicking the appointment and selecting Open Service Call in the Service Monitor window.

SLAs are set up and assigned to a customer's location in Signature. SLAs automatically calculate response times for all five timestamps of a service call. When a service call is created, the response times are calculated. As the service call guaranteed time nears expiration, the user is visually alerted on the Schedule Board. Service level agreements are not used with MCC calls. For detailed information on setting up service levels, see Using Service Level Agreements (SLAs) in the Signature documentation.

The Service Monitor has an automatic refresh option to update the screen with the most recent appointment information. The Auto Refresh Rate and Status timeframes are set up in the Service Leval Agreement Options in Schedule Settings. See Setting Up Schedule Configuration. The lower right corner of the Service Monitor window displays the date and time the window was last updated.

Access the Service Monitor

  1. From the main Schedule window, select the Service Monitor button located above the Schedule Board.
  2. The Search Date field in the Service Monitor window displays the current date; however, you can select a different date. Only the calls created on this date are displayed.
  3. The following columns. You can use the Column Chooser to remove columns.
    • Icon: Displays the SLA icon by the color defined in the Service Level Agreement Options in Schedule Settings.
    • Remaining: Indicates the number of minutes remaining until the expiration time.
    • Expiration: Displays the expiration date and time of the call.
    • The other columns display information from the service call(s):
      • Service Call Number
      • Date
      • Type
      • Technician
      • Priority
      • Contract Number
      • Status
      • Location Name
      • Description
      • Hours
      • Problem Type
      • Service Area
      • USER-DEFINED
      • USER-DEFINED
      • Affiliate
      • Region
      • Branch

Defining View Preferences

In the Service Monitor Preferences window, select values to restrict the information displayed in the Service Monitor window. If you don't make any entries in the Preferences window, all service calls with appointments scheduled for the current day display. Your selections in the Filter Preferences window serve as defaults each time you open the window; only appointments that fall within those filters display. The preferences set in the Service Monitor Preferences window are displayed in the lower-left corner of the window.

  1. On the Service Monitor window, select the Preferences icon to the right of the Search Date field.
  2. Complete the filter fields. 
    • Technician
    • Technician Team
    • Call Type
    • Call Status
    • Service Area
    • Priority
    • USER-DEFINED
    • USER-DEFINED
  3. You can select to include appointments for Completed, Closed, MCC, and Quotes as part of your filter selection. 
  4. Select OK.


Icons on This Window

IconDescription

Preferences: Select to open the Service Monitor Preferences window where you can select values to restrict the information displayed in the Service Monitor window. Your selections in the Filter Preferences window serve as defaults each time you open the window; only appointments that fall within those filters display.

Refresh: Select to manually refresh the Service Monitor window. If you have defined the Auto-Refresh rate in the Service Level Agreement Options window in Schedule Configuration, this window will automatically refresh.

Column Chooser: Select to open the Column Chooser window to hide or show columns in the Service Monitor window.
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