What Do the Numbers on the Home Screen Mean?
The two panels across the top of the Home screen, Calls by status and Actions by status, total up the calls logged and the engineer visits due in the period you have chosen, split into Open, Active, Completed and Cancelled. Open Home from the menu to see them, just under the period pills and the counting rules.
What does Calls by status count on the Home screen?
Calls by status on the Home screen counts every call logged in the chosen period, one per call, and splits them into four tiles by status. The number beside the heading is the total for the period.
- Open — calls whose status you have ticked under Open in the counting rules.
- Active — calls whose status you have ticked under Active.
- Completed — calls whose status you have ticked under Closed.
- Cancelled — cancelled calls. This is always ABM's built-in Cancelled status and cannot be changed.
Calls in a status you have not ticked anywhere are still in the total but on no tile; a label such as "5 uncategorised" says how many. Only calls of the call types ticked under Call types are counted.
Because you choose which statuses go on which tile, another ABM user can see different numbers for the same period. The calls are counted by the date they were logged, not by when they are due.
What does Actions by status count on the Home screen?
Actions by status on the Home screen counts the engineer visits (actions given to an engineer) that are due in the chosen period, one per visit, split into the same four tiles. Beside the total it says how many engineers those visits belong to, for example "4 engineers".
A call can have several visits, by one engineer or by several, so this total is usually different from the Calls by status total. Actions are counted by the date and time each visit is due, not by when the call was logged. Work given to an ABM user in the office rather than to an engineer is not counted here.
Unlike the call tiles, the grouping of actions into tiles is fixed by ABM and is the same for everyone:
- Open — Web, Open, Travelling, On Site, Left Site, Accepted, Delayed, Send OK and Send Error.
- Active — Active only.
- Completed — Finished, Complete, Closed and Matched.
- Cancelled — Cancelled, No Access and Declined.
Visits in the Not assigned or Re-Assign status are in no group: they count towards the total and are shown as uncategorised. The Call types rule narrows this panel too.
What does the coloured bar under the tiles show on the Home screen?
The bar under each panel's tiles on the Home screen is a picture of the same four numbers, showing what share of the total each one is. Each part of the bar is in its tile's colour, and a grey part at the end stands for uncategorised calls or actions.
Hover over the bar to read each group's name and count. A group with only a handful in it is still drawn wide enough to see, so the bar is a guide to the proportions rather than an exact scale; the tiles carry the true numbers.
Why are calls and actions in different colours on the Home screen?
Calls and actions use two different sets of colours on the Home screen because the same four words — Open, Active, Completed, Cancelled — mean different things for a call and for a visit. The colours tell you at a glance which kind of thing a bar or tile is counting.
Calls by status and the grouping card on Type or Customer use the call colours. Actions by status, Today on the board and the grouping card on Engineer use the action colours. The grey used for uncategorised is shared, because it means the same on both sides. Every tile names its group in words beside its colour, so you never need to rely on the colour alone.
Why doesn't the Home screen match the Calls list?
The Home screen and the Calls list answer different questions, so their numbers rarely match. The Home screen counts calls by the date they were logged and visits by the date they are due, only up to the end of today, using your personal counting rules. The Calls list shows the calls that match its own filters, and a call can appear there once for each scheduled visit.
To see the calls behind a Home screen figure, open the Calls list and set its filters to the same period and statuses. The tiles themselves do not open anything in this version.
Why is a Home screen tile showing zero?
A tile on the Home screen shows zero when nothing in the chosen period falls into that group. The most common reasons are:
- the period is short, such as Today early in the morning — try This week or This month;
- nothing is ticked in that counting-rules dropdown (it reads None), or the statuses ticked there are not used by any call in the period;
- Call types is narrowed to types that had no calls in the period.
A tile with nothing in it has its zero greyed out, so the tiles that have something in them stand out.