The Insights dashboard surfaces KPIs that drive maintenance decisions. This page defines each one precisely so meetings stop with "what exactly does completion rate count?".
Completion rate
Formula: completed_on_time / scheduled_in_period
A scheduled task counts as "completed on time" if its Complete action fires before the cadence window closes. Skips with reasons count as completions (the work was acknowledged); skips without reasons do not.
Target: ≥ 95% for daily, ≥ 90% for weekly, ≥ 85% for monthly.
Overdue ratio
Formula: overdue_at_period_end / scheduled_in_period
A task is overdue the moment its due window closes without a completion, skip, or defer. Overdue is point-in-time — once you complete it, it leaves the numerator immediately.
Watch for: a sustained overdue ratio above 10% usually means cadences are too aggressive for available staffing.
Mean time to repair (MTTR)
Formula: sum(close_time − create_time) / count(work_orders_closed)
Calculated only on work orders, not scheduled tasks. Excludes any time the work order was paused with status Waiting on parts or Waiting on vendor.
First-response time
Formula: sum(first_status_change − create_time) / count(work_orders_closed)
Measures how long a work order sits before a human acknowledges it. P1 target: ≤ 15 minutes.
Reopen rate
Formula: reopened_within_30_days / closed_in_period
A high reopen rate per technician suggests training opportunity. A high reopen rate per asset suggests the asset is failing and may need replacement.
SOP coverage
Formula: tasks_with_linked_sop / total_active_tasks
Tells you what fraction of recurring work has a documented procedure attached. Target: 100% for safety-critical work; 80% overall is realistic for most facilities.
Photo verification rate
Formula: completions_with_photo / completions_in_period
Useful for facilities running guest-facing standards (hotels, restaurants). Photo verification is only enforced on tasks that have it turned on in Admin → Cadences.
Time period selector
The dropdown above the dashboard scopes every metric to Today, This week, This month, Last 30 days, or Custom. The selector persists per user.
Exporting
Click Export → CSV to download the underlying rows for any metric. Useful for board reports and Excel pivots.