What Is the Operations Dashboard?
The Operations Dashboard is your company's real-time operational pulse. It brings together quotes, service jobs, service agreements, projects, and labor utilization into one consolidated view — designed to surface bottlenecks, flag stalled work, and help you answer the most important question in field service: where are things getting stuck, and what do we do about it?
Think of it as your executive summary for operations. It doesn't replace specialized reports like the Technician Profitability Dashboard or the Finance Dashboard — it complements them. It's the starting point. If something looks off here, the specialized reports tell you why.
Where to find it:
Go to Dashboard → click the dropdown (top right) → Operations Dashboard
Start with the ReadMe:
The Operations Dashboard opens to a built-in ReadMe page by default — an 8-page guide covering the dashboard overview, key features, and how the six pages are structured. It walks through what KPIs you'll see across quotes, jobs, service agreements, projects, and labor utilization, flags the kinds of workflow gaps the dashboard is designed to surface (delays, overdue maintenances, unbilled work, unreviewed visits), and previews the forecasting tools for manpower, renewals, and workload. Click through all 8 pages before diving into the data — it's worth the minute, especially the first time you open the dashboard. If a number doesn't look right later, this is a good first stop.
Heads up on data freshness: This dashboard refreshes approximately every 40 minutes — it is not a live feed. Always check the Last Data Refresh timestamp in the top-right corner before acting on any number.
If you're responsible for any part of your company's operations — quotes, jobs, agreements, projects, or field labor — this dashboard is for you. Here's how you'll use it depending on your role:
Role | How You'll Use It |
Owner / Executive | Use this as your operational landing page. Review quote pipeline health, job completion rates, service agreement renewals, and labor utilization in one sitting — and flag anything that needs attention to the right team. |
Service Manager / VP of Operations | Monitor job throughput, spot stuck or unbilled jobs, track visit review backlogs, and catch overdue service agreement maintenances before they become a customer issue. |
Office Manager / Coordinator | Track jobs ready to invoice, identify maintenances ready to bill, and monitor service agreement renewal timelines. Set up scheduled exports to get recurring reports without manually pulling them. |
Finance / Accounting | Check unbilled maintenances, draft invoices on projects, and jobs ready to invoice. Keep in mind — this is an operational dashboard. For full financial reporting, the Finance Dashboard is your go-to. |
Key Metrics You'll See
Here's a quick reference for the terms and formulas you'll come across in this dashboard:
Term | What It Means |
Win/Acceptance Rate | (Approved + Converted Quotes) ÷ Quotes Sent. Counts quotes that are won but not yet tied to a job, plus ones already converted. Always equal to or higher than Conversion Rate. |
Conversion Rate | Converted Quotes ÷ Quotes Sent. Only counts quotes actually added to a job or project. Always equal to or lower than Win/Acceptance Rate. |
Rejection Rate | Rejected Quotes ÷ Quotes Sent. |
Avg Days to Job Completion | Job Completed Date − Job Created Date, averaged across all qualifying service jobs. A cycle time metric — how fast is work moving from creation to close? |
Avg Maintenance Completion Rate | Maintenances in Completed or Skipped status ÷ Total Maintenances. Shows what percentage of your maintenance obligations have been fulfilled. |
Jobs Ready to Invoice | Jobs tagged Ready to Invoice in BuildOps that haven't been fully invoiced yet. Your billing action list. |
Expiry Flag | A calculated label on service agreements: Expired (end date passed) / Soon (within 30 days) / Upcoming (within 60 days) / No Action Needed (60+ days out). |
Maintenance Due Flag | A calculated label on maintenances: Overdue (due date passed) / Soon (within 30 days) / Upcoming (within 60 days) / No Action Needed (60+ days out). |
Avg Annualized Contract Value (ACV) | Total Contract Value ÷ Number of Contract Years. The mean value across all years — not any single year's amount. |
Project Backlog | Updated Contract Amount (including change orders) − Actual Billed. Revenue you're contracted to earn that hasn't been invoiced yet. |
Amount in Draft Invoices | Total value of project invoices in draft status — created but not yet sent to the customer. |
Project Backlog Delta | Project Backlog − Amount in Draft Invoices. Revenue not yet drafted into any invoice at all. |
Labor Utilization Rate | (Total Hours − Non-Billable Hours − Non-Paid Time Off Hours) ÷ Total Hours. Measures what percentage of your total logged hours were productive billable time. |
Total Man Hours Remaining | Quoted or budgeted hours on a job or project, minus actual hours used so far. Zero or negative means the job has consumed its estimated labor budget. |
How to Use the Dashboard
When you open the Operations Dashboard, you'll see six pages across the top navigation:
Page | What It Covers |
ReadMe | The in-report reference guide. A great starting point if you're opening the dashboard for the first time. |
Quotes & Recommendations | Your quote pipeline from creation through conversion, plus technician-generated recommendations and sales performance. |
Service Jobs | Job counts by status, cycle time, visit-level detail, and jobs ready to invoice. |
Service Agreements | Active agreements, maintenance completion rates, renewal timelines, and unbilled maintenances. |
Projects | Project backlog, draft invoice amounts, and project-level financial tracking. |
Labor Productivity / Utilization | Total hours, non-billable time, utilization rates, timesheet detail, and manpower forecasting. |
Filters in the Operations Dashboard are tab-scoped — meaning a filter you set on one tab does not carry over to other tabs.
Always check your filter settings after switching tabs. This is the most common source of confusion in this dashboard.
At the very top of every page, you'll see the Account Name selector. Set this once — it applies across all six pages without needing to re-select.
Quotes & Recommendations Page
What this page answers: Are our quotes moving through the pipeline, or are they stalling?
This page has four tabs. Remember — filters are tab-level only, so always recheck your settings when switching between them.
Quotes Pipeline Tab
The top row of KPI tiles shows your quote counts at each stage:
KPI | What It Counts |
# Quotes Created | All quotes that exist, regardless of status. |
# Quotes Sent | Quotes that have been sent to a customer. |
# Quotes Approved | Quotes the customer approved, not yet tied to a job or project. |
# Quotes Converted | Quotes added to a job or project — work is officially in motion. |
# Quotes Rejected | Quotes the customer declined. |
These numbers should generally decrease left to right. If they don't, that's worth investigating.
The second row shows dollar values at each stage. Below that, you'll see your Win/Acceptance Rate, Conversion Rate, and Rejection Rate.
💡 Win/Acceptance Rate vs. Conversion Rate
Here's a quick example: Your team sends out 10 quotes in a month. 7 are approved, 5 of those have been added to a job (converted), 2 are still approved but not yet tied to a job, and 1 is rejected.
Win/Acceptance Rate = (5 + 2) ÷ 10 = 70%
Conversion Rate = 5 ÷ 10 = 50%
Win/Acceptance Rate is always equal to or higher than Conversion Rate — it counts approved quotes not yet tied to a job. If both numbers are equal, every approved quote has already been converted.
A trend chart showing quoting activity over time, and a Quote Status Funnel showing your overall pipeline shape at a glance.
Filters on this tab: Date Range, Customer, Sold By, Department. These affect this tab only.
Recommendations Tab
Shows technician-submitted recommendations and how many converted into service jobs or maintenances. Key KPIs: Total Recommendations, # Converted to Service Jobs, # Converted to Maintenances.
A filterable table below shows individual recommendations with status, created date, customer, and the employee who submitted them.
💡 Recommendations are created by your technicians in the BuildOps mobile app during a visit. When a tech notices something worth flagging — a failing unit, worn parts, a safety hazard — they log it on the spot. This is your field-generated pipeline. A high recommendation count is a leading indicator of future revenue before it ever shows up in your quote pipeline.
Sales Performance Tab
Shows quote performance grouped by the sold-by individual — total quoted amount, total amount won, and quote count per person. Use the toggle to switch the chart between Total Amount Quoted, Total Amount Won, and Total Quote Count, and flip between top and bottom performers.
Seeing blank data here? This tab only shows quotes where a Sold By individual is assigned. If your team doesn't consistently populate the Sold By field, this tab won't reflect your full quote volume.
Quote Export Table Tab
A flat, filterable list of all quotes with key fields — quote number, title, customer, status, department, created date, sent date, and more. Designed for exporting to Excel or building your own custom quote-level analysis.
Service Jobs Page
What this page answers: Where are our service jobs getting stuck?
Top-level KPIs:
KPI | What It Counts |
# Jobs Created | All standalone service jobs, regardless of status. |
# Jobs Completed | Jobs where a completed date exists, OR job status is Complete or Closed. |
# Jobs Closed | More restrictive — requires both a Closed status AND a close date. Both conditions must be true. |
Avg Days to Job Completion | Average days from job created date to job completed date across all qualifying service jobs. |
💡 Why is # Jobs Completed higher than # Jobs Closed?
Completed counts any job with a completed date or a Complete/Closed status.
Closed requires both a Closed status and a close date. A small gap is normal.
A large gap may mean jobs are being marked Complete without being formally closed out in BuildOps — worth checking your team's closeout workflow.
💡 Avg Days to Job Completion in practice:
If your average is 23 days but routine service calls should close in 3–7, that tells you jobs are sitting open long after the work is done — most likely waiting on invoice review, technician paperwork, or visit closeout.
The dashboard tells you clearly that something is adding time to your cycle.
Scroll down to see:
T&M vs. Quoted breakdown — a donut chart showing the split between Time & Material and Quoted jobs.
# Jobs by Job Status — a bar chart showing how many jobs are Open, On Hold, In Progress, Complete, Closed, and Canceled. Use this to see where work is concentrating — or stacking up — in your pipeline.
Job & Visit Summary table — a drill-down table grouped by customer → job → individual visit, with columns for job status, billing type, department, visit status, visit review status, and primary technician. This table has its own filters (Visit Schedule, Visit Review Status, Job Status) that affect only this table.
Jobs Ready to Invoice table — your billing action list. Shows jobs flagged as Ready to Invoice that haven't been fully invoiced yet.
Filters on this page: Date Range, Department, Customer, Billing Type, Job Type.
Date range behavior varies by element on this page.
Jobs Created uses job created date.
Jobs Completed uses job completion date.
Jobs Closed uses job close date.
Jobs Ready to Invoice uses earliest visit scheduled date. Keep this in mind when you're reading different sections.
Service Agreements Page
What this page answers: Are we on top of our service agreements and maintenances?
Top-level KPIs:
KPI | What It Shows |
# Active Agreements | Service agreements with a status of Active. |
Avg Maintenance Completion Rate | Maintenances in Completed or Skipped status ÷ Total Maintenances. |
# Maintenances Ready to be Billed | Count of maintenances in the unbilled maintenances table below. |
💡Avg Maintenance Completion Rate in context: Early in the year, a low percentage is expected — the schedule is just getting started. Mid-year, a low rate may mean maintenances are falling behind. Heading into Q4, it may signal a crunch to fulfill all obligations before agreements renew. Always read this number in the context of where you are in the agreement cycle.
Scroll down to see:
# of Service Agreements by Status — a bar chart showing agreement counts per status.
# of Maintenances by Status — a bar chart showing Unscheduled, Scheduled, Overdue, and Completed counts. Click any bar to instantly filter the view to just those records — a quick way to go from summary to specifics.
Service Agreement Renewal Tracking table — shows all non-expired, non-canceled agreements with their Expiry Flag, Days to Expire, and Avg Annualized Contract Value. Use this before renewal conversations.
💡 Expiry Flag in practice: An agreement expiring September 1st, viewed on July 15th (47 days out), shows as Upcoming. Wait until August 15th and it flips to Soon. The flag is designed to give your team a runway for renewal conversations — not just a fire alarm when it's already too late.
Maintenance Forecast table — shows upcoming maintenances by customer and service agreement, including the latest completed maintenance date, next scheduled maintenance date, and a Maintenance Due Flag per row.
💡Maintenance Due Flag in practice: A maintenance due August 10th, viewed on July 1st (40 days away), shows as Upcoming. Your coordinator can assign the visit now before it becomes overdue — especially valuable when you're managing 30 or 40 agreements at once.
Unbilled Maintenances table — shows maintenances that haven't been fully billed, including completed-but-unbilled ones and scheduled future maintenances.
⚠️Unbilled Maintenances ≠ Ready to Bill. This table includes maintenances that haven't happened yet. To see only completed maintenances that need billing action, filter the Maintenance Status column to Completed
Filters on this page: Date Range, Agreement Status, Agreement Type, Department, Customer, Sold By.
Projects Page
What this page answers: What's happening with our project backlog and billings?
Top-level KPIs:
KPI | What It Shows |
# of Projects | Count of all non-voided projects (active, completed, and closed). |
Actual Project Backlog | Updated Contract Amount (including change orders) − Actual Billed, across all projects. |
Amount in Draft Invoices | Total value of project invoices currently in draft status. |
Project Backlog Delta | Actual Project Backlog − Amount in Draft Invoices. |
💡 Understanding the three financial KPIs together: Say you have a $500,000 project. You've invoiced $200,000 so far, and you have $75,000 sitting in draft invoices not yet sent.
Actual Project Backlog = $500,000 − $200,000 = $300,000
Amount in Draft Invoices = $75,000
Project Backlog Delta = $300,000 − $75,000 = $225,000
If your Backlog Delta is large, revenue is sitting in your pipeline with no invoice even started. That's a cash flow conversation worth having sooner rather than later.
Scroll down to see:
Projects table — grouped by project manager, showing customer, department, project number, type, status, billing type, start and end dates.
Project Backlog table — the source for the three financial KPIs above. Shows updated contract amount, actual billed, backlog, draft invoice amount, backlog delta, and open AR per project.
Invoices in Draft Status table — all project invoices currently in draft, grouped by customer and project. Use this as an action list to ensure draft invoices are being reviewed and sent on time.
📝No date filter on this page. The Projects page shows projects in their current state — it doesn't support filtering by date range. You're seeing a live snapshot, not a historical view.
Labor Productivity / Utilization Page
What this page answers: How are we using our labor?
Top-level KPIs:
KPI | What It Shows |
All Hours | Total hours from approved timesheets across all employees. |
Non-Billable Hours | Hours on timesheets flagged as non-billable (shop time, internal meetings, admin work). |
Labor Utilization Rate | (Total Hours − Non-Billable Hours − Non-Paid Time Off Hours) ÷ Total Hours. |
Non-Paid Time Off Hours | Hours associated with unpaid time-off payroll hour types. |
Overtime Hours | Hours associated with overtime payroll hour types. |
Total Man Hours Remaining | Quoted or budgeted hours minus actual hours used across active jobs and projects. |
💡 Labor Utilization Rate in practice: Say your team logs 1,000 total hours in June — 80 non-billable and 40 non-paid time off.
Labor Utilization Rate = (1,000 − 80 − 40) ÷ 1,000 = 88%
88% of your team's time was productive billable time. A rate consistently below 75–80% is a signal worth investigating — it usually points to scheduling gaps, excess admin work, or underutilized technicians between jobs.
💡 Total Man Hours Remaining in practice: You quoted 120 hours for a job and the team has logged 95 hours so far — 25 hours remaining. If the job is 80% done physically, that's comfortable. If it's only 50% done, you're burning through budget faster than expected. That's a conversation to have before the hours run out.
📝 Non-Paid Time Off and Overtime only populate if your payroll hour types match expected naming conventions. If your account uses different naming (e.g. "OT" instead of "overtime"), these fields may show zero even when the time exists. If you're seeing zeros unexpectedly, check your payroll hour type setup in BuildOps.
Scroll down to see:
Hours Breakdown bar chart — total hours, non-billable (orange), and overtime (green) plotted over time. Use this to spot months where non-billable hours spike or overtime trends upward.
Timesheet Hours Report table — one row per employee showing total hours, non-billable hours, utilization rate, and non-paid time off for the selected period.
Tracked Time by Hour Type table — each employee's hours broken down by your configured payroll hour types (e.g. Regular Time, Overtime, Sick Time, PTO). The columns reflect whatever hour types your account uses.
Employee Timesheet Detail table — the most granular table on this page. Shows individual actions (working, traveling, on break, etc.) with clock-in and clock-out times, and how raw mobile app entries map to the approved timesheet total.
Training Hours table — tracks hours logged under non-visit events where the event name contains the word "training."
💡 Training Hours only populate if your event names contain the word "training." If your account tracks training under a different event name, this table will show no data.
Manpower Forecast — an interactive tool where you input the number of available technicians and a time window, and the dashboard calculates your total available capacity versus hours already scheduled.
💡 Manpower Forecast in practice: Enter 15 technicians over 4 weeks → 15 × 40 × 4 = 2,400 available hours. If 680 hours are already scheduled, your manpower allocation is 28% — you have significant open capacity. If you're bidding a project requiring 900 additional hours, you can see immediately whether you have the bandwidth to absorb it without adding headcount.
Planned Billable vs. Non-Billable Hours table — scheduled hours by technician, broken out as billable or non-billable by date and department. Use this for forward planning.
Filters on this page: Date Range, Department, Customer, Employee, Approval Status. The date filter on this page is based on work date for most elements. The one exception is the Training Hours table, which uses the start date of the non-visit event.
Exporting and Scheduling
You can export any view to Excel or PDF, or set up automated scheduled exports delivered straight to your inbox — daily, weekly, or monthly.
Click the folder icon in the bottom-left corner of the screen.
Click Export... to download the current view immediately.
Click Schedule export... to set up recurring automated delivery to any email address.
💡 A weekly quote pipeline export before Monday ops reviews, a monthly utilization summary, or a daily jobs ready to invoice list — set it once and it becomes part of how your business runs.
Frequently Asked Questions
Frequently Asked Questions
Q: I set a date range on one tab, but the numbers changed when I switched tabs. Why?
A: Filters in the Operations Dashboard are tab-scoped — they don't carry over when you switch tabs. After switching, check whether the new tab has its own filter controls and set them independently.
Q: Why is Jobs Completed higher than Jobs Closed?
A: These use different rules. Jobs Completed counts any job with a completed date or a status of Complete or Closed. Jobs Closed requires both a Closed status and a close date. A small gap is normal. A large gap may indicate jobs are being marked Complete without being formally closed out in BuildOps.
Q: What's the difference between Win/Acceptance Rate and Conversion Rate?
A: Win/Acceptance Rate counts quotes that are approved or converted. Conversion Rate counts only quotes actually added to a job or project. Approved quotes not yet tied to a job count toward Win/Acceptance but not Conversion. If both numbers are equal, every approved quote has already been converted.
Q: My Jobs Ready to Invoice table is empty. Does that mean everything is invoiced?
A: Not necessarily. This table shows jobs tagged as Ready to Invoice in BuildOps that haven't been fully invoiced yet. If it's empty, either all jobs are already invoiced or none have been tagged as Ready to Invoice. Check whether your billing team is using that flag consistently.
Q: The Sales Performance tab is showing no data. Why?
A: This tab only shows quotes where a Sold By individual is assigned. If your team doesn't consistently populate the Sold By field on quotes, this tab won't reflect your full quote volume.
Q: My Overtime or Non-Paid Time Off hours are showing zero, but I know we have those hours. Why?
A: These KPIs rely on your payroll hour type names matching specific expected terms. If your account uses different naming conventions, these fields may show zero even when the time exists. Check your payroll hour type setup in BuildOps.
Q: My Training Hours table is empty. Why?
A: Training Hours only populate for non-visit events where the event name contains the word "training." If your account tracks training under a different event name, nothing will appear here.
Q: Can I filter the Projects page by date range?
A: Not currently — the Projects page shows projects in their current state and doesn't support date range filtering. You're seeing a live snapshot, not a historical view.
Q: The numbers here don't match what I see in my accounting software. Why?
A: The Operations Dashboard is an operational dashboard built from BuildOps data. Some financial data appears (project backlog, ACV, draft invoices) but it's not designed to reconcile against your accounting software. For financial reconciliation, use the Finance Dashboard alongside your accounting system.