Dashboards: the picker, role dashboards, cards and charts

Overview#

Home (the page at /) is a dashboard. A picker at the top left switches between built-in dashboards for each role (Business Owner, Service Manager, CSR Manager, Sales Coordinator, Business Unit Performance, Technician Performance, Technician Sales, Labor Warranty Claims Processing and the Residential Template) and the modular dashboards your team builds from widgets. Every number comes from the metric dictionary, so it matches Reports › All Reports exactly, and clicking a number shows the records behind it. TradesWork remembers the last dashboard you opened.

Before you start#

• Who sees dashboards: everyone with reports.read: Owner, Admin, Dispatcher, Customer service, Accounting and Viewer (analyst). Technicians use the field app and have no office dashboards; if they open / they go to their usual page.

• Who builds them: Owner, Admin, Dispatcher, Customer service and Accounting can make modular dashboards and duplicate built-in ones (dashboards.write). Viewers only look: they see no edit, duplicate or share controls.

• Who locks them and sets defaults: Owners and Admins (dashboards.admin).

• Extra access some widgets need: call widgets need the call log (calls.read), the Labor Warranty Claims dashboard needs the warranty desk (warranty.read), and gross profit/margin need job costing (costing.read). If you don't have it, the widget says so instead of showing a number. Dashboards you can't open at all (for example CSR Manager without call log access) aren't in your picker.

• The numbers fill in from your records. A new company sees "—" and empty charts until data arrives. "—" always means "no records", never zero.

Steps#

1. Pick a dashboard#

1. Click the dashboard name at the top left (for example Business Owner Dashboard ▾).

2. The list has Starred (if you starred any), Dashboards (the built-in ones, each with a lock icon) and Modular dashboards (yours, and ones shared with your role, marked "shared").

3. Click a name. The page switches and keeps your date range and business unit. Next time you open Home, this dashboard opens.

4. Click the star next to the name to star the dashboard; starred dashboards are listed first. Click it again to unstar.

5. New modular dashboard and Manage dashboards at the bottom of the list open the Dashboards page (/dashboards).

2. Use the header#

• Date chip (for example This month ▾): Today, Yesterday, This week, Last week, This month (the default), Last month, Quarter to date, Year to date, Last 12 months, or Custom (pick From and To, then Apply). Days run midnight to midnight in your company time zone; weeks start on Monday.

• Business Units: All ▾: narrow the dashboard to one business unit. Widgets whose metric can't be split by business unit (for example memberships, calls, speed to lead) say "All business units" under their title.

• Refresh (circular arrow): reloads every number now. Hover it to see when the page was last updated.

• Manual ▾: auto-refresh every 1, 5 or 15 minutes while the tab is visible, or Manual. This is remembered on this browser.

• Compact / Expanded (the two layout buttons): compact tightens spacing and hides sparklines so more fits on screen. Remembered on this browser.

• ⋮ (actions): Duplicate to customize, and for modular dashboards Edit dashboard, Share…, Lock / Unlock and Delete…; owners and admins also see Default dashboard per role. A lock icon next to the name means the dashboard can't be changed (built-in dashboards are always locked).

3. Read a widget#

• The info icon next to a title shows how the metric is calculated and which date puts a record in the period.

• The big number opens the metric's records with the same period and business unit.

• Download (arrow icon) exports the records behind the widget as a CSV. Filters (sliders icon) opens the metric page with its full filter bar (technician, campaign, channel, job type…).

• Change chips compare with the period before (for example vs last month) and vs last year. Green is better, red is worse; for percentages the change is in points.

• Show the numbers under a chart opens the table of values behind it.

Widget types:

• KPI tile: one number, its changes and a sparkline.

• 18 month trend: bars (or a line) for the last 18 months, with the same months a year earlier as a dashed line. Switch to Week trend for the last 18 weeks. Missing months are gaps, not zeros. This window doesn't follow the date chip; it follows the business unit chip.

• Revenue gauge: a half-donut with a needle showing how much of the possible revenue you captured: Total revenue against Missed (Revenue missed, below).

• Rate donut: a percentage (for example Call booking rate) as a ring, with "N of M" underneath.

• Data table: one row per technician or business unit, metrics as columns (see step 4).

• Records table: the records behind one metric (for example warranty claims).

• Bar chart by person: one bar per technician. Drag the Show N of M slider to see more people.

• Donut by business unit: each business unit's share with the total in the middle and a legend with percentages. Work with no business unit shows as a grey No business unit slice.

• Grouped bars: two or three metrics side by side for each business unit (for example Jobs total revenue and gross margin by business unit).

• Heatmap: a metric by month (last 12 months) for each business unit or technician; darker is more.

• Booked-to-sold funnel: Jobs booked → Proposals presented → Sold, with the conversion at each step.

• A/R aging: what customers owe, split 0–30, 31–60, 61–90 and Over 90 days since the invoice date.

• Recent calls: the latest calls with a missed-call icon, who called, the outcome, from → to numbers, the line and campaign, time and duration. Click a call to open its job or customer (or All calls →).

• Calls by outcome: inbound calls grouped by what came of them (Booked, Missed, Voicemail, Message…).

• Owner card: any card from the Business Owner dashboard.

4. Work a data table#

1. Click a column header to sort; click again to reverse. The first metric column is sorted high to low when the table opens.

2. Click Show filters (or a column's funnel icon) to show a filter box under each header. Text columns match "contains"; number columns keep rows "at least" the number you type (type dollars for money and percent for rates). Hide filters hides the boxes; filters you typed stay until you clear them. The Total row hides while you filter.

3. Drag a column header (for example Team) onto the bar that says Drag a column header and drop it here to group by that column, or pick it from Group by. Click a group heading to collapse it; click the × on Grouped by … to stop grouping.

4. Names show an avatar and link to that person's (or business unit's) records. Every number links to the records behind it.

5. Click Export to download the table (with its total row) as a CSV. Exports are recorded in the audit log (who, which widget, period, filters, row count; never customer details).

Technician tables count a job for each technician on it, so the Total row (which counts each job once) can be less than the sum of the rows.

5. The built-in dashboards#

Business Owner Dashboard (default for owners, admins and viewers). The owner cards: Today (appointments by status, Unassigned, Techs on the clock, Collected today), Revenue (last 12 months against the year before, busiest and slowest months, last 12 full months), Jobs completed with average ticket, Close rate with the booked-to-sold funnel, Sold, Open estimates, Follow-ups due and Lead booking rate, Accounts receivable by how late (from the due date), Active memberships and terms ending in 90 days, Capacity booked against a 70–90% range and the next 14 days, Cash by marketing channel, Callbacks, Revenue by business unit and Seasonality: jobs completed by job type. Amber chips above it (overdue invoices, failed membership charges, emergency jobs with no technician) open the screen where you fix them.

Service Manager Dashboard. COMPANY METRICS: Jobs completed, Completed revenue, Average ticket, Recall jobs (Callbacks). REVENUE AND SALES FROM JOBS: the revenue gauge (Revenue against Revenue missed), the 18 month revenue trend, Capacity booked and the Revenue table by technician (Completed revenue, Jobs completed, Callbacks, Opportunity job average, Opportunity conversion, Close rate). REVENUE SECTION: revenue and gross profit by business unit, and a revenue donut by business unit.

CSR Manager Dashboard (default for dispatchers and customer service; needs the call log). The call booking rate donut beside Recent calls, Calls by outcome, then Inbound calls, Speed to lead, Jobs booked, Lead booking rate, the booking rate week trend and the jobs booked trend.

Sales Coordinator Dashboard. Sales per sales person (bars), Sales per business unit (donut), Open opportunities (open estimates), Sales opportunities, Closed average sale, the close rate trend and a Sales table by technician.

Business Unit Performance (default for accounting). A Sales table and a Revenue table with one row per business unit, revenue and gross profit by business unit, and a revenue donut.

Technician Performance. The Revenue table by technician with their Team (Completed revenue, Jobs completed, Callbacks, Opportunity job average, Opportunity conversion, Close rate), completed revenue per technician and jobs completed by month.

Technician Sales. A Sales table by technician (Sold, Closed average sale, Close rate, Sales opportunities, Memberships sold), total sales per technician and total sales.

Labor Warranty Claims Processing (needs the warranty desk). Warranty claims filed, Warranty claims awaiting payment and the Labor warranty claims table (Job #, Invoice #, Customer name, Location name, Claim, Claim status, Job completed, Labor allowance). It filters by job completion date: set the range with the date chip (for example Custom with From and To). Claim numbers open the claim.

Residential Template. Revenue, Jobs booked, Average ticket, Active memberships, the 18 month revenue trend, the booked-to-sold funnel, A/R aging, Memberships sold and a heatmap of jobs completed by business unit.

6. Build a modular dashboard#

1. Open ⋮ › Duplicate to customize on any dashboard, or go to Dashboards (/dashboards), type a Name under New modular dashboard, pick Start from (Blank or any dashboard) and click Create and add widgets. The new dashboard is private.

2. In the builder, rename it with Dashboard name › Rename.

3. Each section has a Section title (shown in capitals on the dashboard; leave it empty for none), ↑ / ↓ to move it and the bin to remove it with its widgets. Add one with New section › Add section.

4. Click Add widget in a section. Choose the Widget type, an optional Title, then what that type needs: Metric, Group by (Technician or Business unit), Columns (up to 10, for a data table) or Metrics (two or three, for grouped bars), the Card (owner card), Opens on month or week, Chart bars or line and Show the same period a year earlier (trend), Rows to show (recent calls, records). Pick a Size: Small (1 column), Wide (2 columns) or Full width. Click Add widget.

   • Only metrics that fit are offered: money metrics for the gauge, percentages for the rate donut, and metrics that can be split by the chosen group for tables and charts.

5. Use ↑ / ↓ on a widget to move it (past the first or last widget it moves to the next section), the bin to remove it, Change settings to edit it, and Move to section to send it to another section.

6. Click Open dashboard to see it.

7. Share, lock, delete and set defaults#

1. In the builder, under Sharing, choose Private (only me) or Share with these roles: and tick roles, then Save sharing. People in those roles see it in their picker, read only.

2. Owners and admins can Lock a dashboard (builder or ⋮). Nobody, including its maker, can change a locked dashboard until it's unlocked. Anyone can still duplicate it.

3. Delete dashboard (builder) or ⋮ › Delete… › Yes, delete removes it for everyone. Roles that landed on it go back to their default.

4. Owners and admins set where each role lands on Dashboards › Default dashboard per role: pick a built-in dashboard that role can open or a modular dashboard shared with that role, then Save. Built-in default restores the standard choice. People who picked a dashboard themselves keep seeing their last one.

Settings that change this#

• Settings › Your Account › Company Profile & Business Hours: the company time zone (where every day, week and month starts) and Invoice terms (days) (used to age invoices with no due date on the owner A/R card).

• Settings › People › Technicians: working hours feed Capacity booked. A technician's Team (technician profile) fills the Team column.

• Settings › Tools › Import / Export Data: import history so trends and comparisons fill in.

• Settings › Phones › Phone Numbers, Call Recording & Texting: calls only appear once your numbers ring through TradesWork.

• Settings › Integrations › Booking Providers & Lead Sources and the lead inbox: speed to lead fills in from leads that get a reply.

• Dashboards › Default dashboard per role (owners and admins).

Tips#

• Seasonal trade? Read vs last year, not vs last month.

• Star the two or three dashboards you use and leave Home on the one you check first.

• Turn on Every 5 min on a wall screen running the CSR Manager dashboard.

• A table's Export is the fastest way to get a technician scorecard into a spreadsheet.

• Duplicate a built-in dashboard rather than starting blank; then remove what you don't need.

Troubleshooting#

• Every number is "—". No records in the period. Try Year to date or Last 12 months, or import history.

• A widget says it "needs job costing access" (or the call log, or the warranty desk). Your role doesn't have that permission. Ask an owner or admin.

• I can't find the CSR Manager or Labor Warranty Claims dashboard. Your role can't open the call log or warranty desk, so they're hidden.

• The call widgets are empty. Calls appear once your phone numbers ring through TradesWork (Settings › Phones › Phone Numbers, Call Recording & Texting).

• No Edit, Duplicate or Share in ⋮ (or no ⋮ at all). Viewers look only. For a dashboard someone shared with you, duplicate it to make your own copy.

• "This dashboard is locked." An owner or admin locked it. Ask them to unlock it, or duplicate it.

• "… can't be split by technician." That metric isn't tied to a technician (for example Active memberships). Pick another metric or group by business unit.

• Technician rows add up to more than the Total. Jobs with two technicians count for both; the total counts each job once.

• The page opens a different dashboard than my role's default. Home opens the last dashboard you picked. Pick the one you want from the picker.

FAQ#

What is "Revenue missed"? Work customers said no to or called off, before tax: every proposal whose options were all declined (none sold), at its highest option, on the day the last option was declined; plus every job canceled in the period, valued at its draft (unsent) invoices and the highest option of each proposal still open on it. A canceled job with nothing written up counts at $0.

What are Completed revenue, Opportunity job average and Opportunity conversion? Completed revenue is the sent or paid invoice subtotals of jobs completed in the period (by job completion date, not invoice date). An opportunity job is a completed job with at least one estimate. Opportunity job average is completed revenue of opportunity jobs ÷ opportunity jobs; Opportunity conversion is opportunity jobs with a sold estimate ÷ opportunity jobs.

What are Sales opportunities and Closed average sale? Sales opportunities counts proposals presented (good/better/best together count once); it's the denominator of Close rate. Closed average sale is Sold ÷ number of estimates sold.

How is Call booking rate counted? Inbound calls marked Booked (or linked to a job) ÷ inbound lead calls. Calls marked "no action needed" and calls the AI receptionist judged spam or excused aren't leads; missed calls and voicemails count as unbooked. Practice calls are never counted.

What is Speed to lead? The average minutes from a lead arriving in the lead inbox to the first reply (text agent or a person), over leads received in the period that got a reply. Test leads are left out.

What are Recall jobs? The Callbacks metric: jobs booked at an address within 30 days of finishing another job there (planned membership visits don't count).

Can I add or move cards? Yes, on a modular dashboard. Built-in dashboards are locked: use ⋮ › Duplicate to customize.

Do exports leave a record? Yes. Every dashboard export is in the audit log with who, which widget, the period, filters and row count.

Coming from ServiceTitan#

The dashboard picker, the built-in role dashboards (Business Owner, Service Manager, CSR Manager, Sales Coordinator, Business Unit Performance, Technician Performance, Technician Sales, Labor Warranty Claims Processing, Residential Template) and the Modular Dashboard work like ServiceTitan's: a date chip, Business Units: All, refresh with a Manual auto-refresh setting, compact/expand, and locked templates you duplicate to customize. Tables export, filter by column and group by a dragged column header. What's different: every widget is built on one metric dictionary, so a number on a dashboard equals the same metric in All Reports and in exports, and every number opens the records behind it. Trends show the year before as a dashed line. TradesWork never shows partner or vendor logos on dashboards.