To access your maintenance reporting dashboard, open the AI Portal and navigate to the Reports tab on the left sidebar. Select Maintenance in the dropdown menu.
To set up your data, adjust the start and end dates on the right sidebar.
You can also filter your reporting by Community or Community Group in their respective dropdowns. By default, all communities in your organization are selected.
Navigate to each section of this article with the links below:
- Resident Engagement
- Message Summary
- AI-Submitted Maintenance Requests
- Maintenance VoiceAI Performance
- Additional Tabs: Work Orders
- Additional Tabs: Call Details
Resident Engagement
The Resident Engagement section displays data on how residents use your maintenance services.
The Active Residents panel tracks the total number of residents in the system.
The Engaged Residents panel tracks the number of residents that have interacted with your AI assistant.
Message Summary
The Message Summary section displays communication data from your AI Assistant.
The AI-Sent Maintenance Messages (Email, SMS) panel tracks the number of maintenance-related messages sent to residents via Email and SMS.
The Time Saved (Email, SMS) panel tracks the amount of time saved by your AI Assistant through Email and SMS messages.
The AI Answered Maintenance Calls panel tracks the number of inbound maintenance calls managed by your AI Assistant and the associated Time Saved.
AI Submitted Maintenance Requests
The AI Submitted Maintenance Requests section displays data on maintenance requests created by your AI Assistant. This data includes all channels.
The AI-Submitted Maintenance Requests panel tracks the total number of maintenance requests the AI Assistant submits to your PMS.
The Maintenance Requests by Channel panel breaks down the number of maintenance requests by Voice Call, SMS, and Email.
The bottom half of the AI Submitted Maintenance Requests section displays performance metrics for both AI-created and non-AI-created maintenance requests in your PMS
These metrics include:
- The total number of Completed Maintenance Requests within a specified date range.
- The the Median Completion Time (Hours) for maintenance requests.
- The Percentage of Requests Completed within Service Level Agreements (SLA). The the SLA compliance is calculated based on the priority level of each maintenance request.
The Google Reviews Requested panel tracks the number of Google Review URL’s sent to residents after a positive maintenance experience.
NOTE: If a resident has a negative maintenance experience, your AI Assistant hands off the maintenance request as a task for the onsite team.
Maintenance VoiceAI Performance
The Maintenance VoiceAI Performance section displays data on VoiceAI’s management of inbound maintenance calls.
NOTE: You must enable VoiceAI for Residents to access this section.
The Escalated Calls panel tracks the number of inbound maintenance calls that VoiceAI escalates to staff due to a reported emergency.
The De-escalation Rate panel tracks the percentage of inbound maintenance calls that VoiceAI de-escalates.
VoiceAI de-escalates calls in three scenarios:
- After Hours: A resident calls about a maintenance issue after hours and the AI files a work order without escalating the call.
- Standard De-escalation: A resident requests emergency maintenance for a non-emergency issue and the AI de-escalates the issue without transferring the call.
- Self-Help: The AI guides the resident through self-help instructions, resolving the issue without filing a work order or transferring the call.
The Resident Self Help Rate panel tracks the percentage of maintenance calls in which residents resolve issues with the self help steps provided by the AI.
The Escalated Resolved Rate panel tracks the percentage of escalated calls acknowledged by the on-call technician through a follow-up SMS message.
The Median Time to Resolution (Seconds) panel tracks the average amount of time taken by on-call technicians to acknowledge an escalation.
Additional Tabs: Work Orders
Use the Work Orders tab to segment and analyze your work order data. The tab breaks down your work order history by community and order category.
Work Order Tracking
The Work Order Tracking section breaks down your number of work orders based on status.
The Opened Work Orders panel tracks the total number of work orders submitted within a specified date range.
The Completed Work Orders panel tracks the number of work orders that have been resolved and closed.
The Outstanding Work Orders panel tracks the number of work orders that remain open and await resolution.
Work Order Execution
The Work Order Execution section displays performance metrics on work order completion and service levels.
The Work Order Median Completion Time panel tracks the average time taken to complete a work order after submission.
The Percentage of Work Orders Completed in SLA panel tracks the percentage of work orders completed within a service level agreement (SLA) based on priority.
The Work Order Median Time to Assign panel tracks the average time taken to assign a maintenance request to a technician or team in your PMS.
Work Order Metrics by Building + Category
The Work Order Metrics by Building + Category table breaks down work order data by building and category.
Each row displays the following data for a given building or maintenance category:
- Work Orders Opened: The number of maintenance requests submitted in a given category.
- Outstanding Work Orders: The number of work orders that remain open and await resolution.
- Work Orders Completed: The number of work orders that have been resolved and closed.
- Median Time to Completion (WO) – Hours: The average time taken to complete a work order in a given category.
You can sort your work order data with the Primary Grouping and Secondary Grouping dropdown menus, located to the right of the table.
Use these menus to sort your work order data by community (building) and category (specific type of maintenance). For instance, the dropdown selections in the above image produce the following data display:
You may also sort your work order data by community alone or by category alone: select Community or Category in the Primary Grouping dropdown, then select None in the Secondary Grouping dropdown.
Additional Tabs: Call Details
The Call Details tab tracks all inbound maintenance calls de-escalated by the AI.
The De-escalation Type column labels calls based on the following scenarios:
- Outside-Office-Hours: A resident calls about a maintenance issue after hours and the AI files a work order without escalating the call.
- Resident-Requested-Emergency: A resident requests emergency maintenance for a non-emergency issue and the AI de-escalates the issue without transferring the call.
- Resident-Accepted-Self-Help: The AI guides the resident through self-help instructions, resolving the issue without filing a work order or transferring the call.
Filtering Options
You may filter your call data with the following menus on the right sidebar:
- Start Date / End Date: Specifies the time range for your call data.
- Building Name: Filters your calls based on specific communities.
- Building Group Name: Filters your calls based on groups of properties.
- De-escalation Type: Selects specific categories of de-escalated calls to analyze trends.