Understanding your Field Service metrics
The Field Service overview turns your day-to-day work into a handful of operational metrics, so you can see how the team is performing at a glance. Every metric has a small information icon (ⓘ) next to it — hover or tap it for a one-line reminder. This article is the longer version.
Where the numbers come from
You don't enter these metrics by hand. Roldesk captures the data automatically as work orders move through their lifecycle:
- When a job is dispatched, started, completed, or closed, the app timestamps that moment. Those timestamps power the timing metrics (like Mean Time to Repair).
- When a job is created, Roldesk sets a target resolution deadline based on its priority. That powers SLA compliance.
- Because the data accrues from real work, brand-new workspaces will see "Not enough data yet" on some tiles until enough jobs have run through. That's expected — the metrics fill in as you use the app. See How work-order data becomes metrics.
The metrics, one by one
Monthly Completed vs Closed (completion rate)
Grouped bars show how many work orders you completed and closed each month, with a completion-rate trend line on top. Use it to spot whether throughput is trending up or down month over month.
Mean Time to Repair (MTTR)
The average time from dispatching a job to resolving it. Because a couple of very long jobs can distort a simple average, Roldesk leads with the median and adds mean and percentiles. This one has its own article: Mean Time to Repair explained.
SLA Compliance
The share of finished jobs that were resolved within their promised deadline. Covered together with callback rate in Measuring service quality.
Work order volume
The change in how many work orders were created over the last 30 days versus the previous 30 days, with a small sparkline of the year-to-date trend. A rising number can mean growing demand (time to hire) or a spike from an event; a falling one, a quieter period. We use a rolling 30-day window so the number stays meaningful even on the first of the month.
Callback rate
The share of finished jobs that needed a repeat visit for the same customer within 30 days — a proxy for first-time-fix quality. Lower is better. Covered in Measuring service quality.
Reading them well
- Trends beat snapshots. One month's number is noise; the direction over several months is the signal.
- Median over mean for anything time-based (see the MTTR article for why).
- "Not enough data yet" is not an error — it just means the metric needs a larger sample before it's trustworthy, and Roldesk won't show you a misleading number.
Next: Mean Time to Repair explained · Measuring service quality