Start with the period
The month and filters determine which work you are looking at. Check them before comparing two reports. Some figures describe activity during the period; others describe what was still outstanding at the end. A missing value is not automatically zero.
Read a report
- Check the selected month, department, type of work and priority.
- Read the completed and outstanding totals together. Work waiting for approval is still outstanding.
- Use Show the work orders where offered to see the work behind a number.
- Check the notes beside a missing or limited value before using it in a comparison.
- Download a report when you need to keep the result.
What the labels mean
| Label | What it tells you |
|---|---|
| Orders created | Work orders created during the period; the label states whether drafts are included. |
| New work | Work that first became open and ready to be worked on during the period. |
| Completion events | Times work reached accepted completion. Reopened work completed again can count twice. |
| Distinct orders completed | Individual work orders with a completion in the period. |
| Outstanding at cutoff | Work still open at the end, including holds and pending review, excluding drafts. |
| Cancelled events | Open work cancelled during the period. Discarded drafts are different. |
| Reopened events | Completed work opened again for more work. |
| Overdue at cutoff | Outstanding work past its due date. Work without a due date is shown separately. |
| On-time completion | The share of completed work that met its due date; missing deadlines are excluded. |
| Resolution duration | How long completed work took from opening or reopening. Median means the middle result. |
| First response compliance | How often a required first response met its target, where response targets are configured and measured. |
| Backlog age | How long the work still outstanding has been open. |
| Labour hours | Accepted time recorded for the reporting period. Pending entries are different. |
| Actual work cost | Recorded costs available to you. Some cost components may not be available; read the note beside the value. |
| Preventive compliance | How often eligible recurring work due in the period was completed on time. |
| Request conversion | The share of resolved request decisions that created work. Open requests are not resolved decisions. |
| Verification queue | Completed results still waiting for approval at the cutoff. |
| AI consumption | Usage information when an AI service is available and its usage can be measured. |
Need a hand?
Do not add completion events to outstanding work as if they were different jobs. A task can be reopened and completed again. Report notes explain unavailable figures and the reporting basis; ask the report preparer if you need help interpreting a result.
Still need help? Find support options.