SAP Business One

Configuration and
User Guide

PUBLIC

Working with Dashboards in the

Integration Component

Applicable Release:
SAP Business One 8.8
Patch Level 12 and Higher

All Countries
English
May 2010

Table of Contents
Dashboards ..................................................................................................................................... 3
Viewing Dashboards ...................................................................................................................... 4
Maintaining Dashboards ................................................................................................................ 6
Design, Behavior, and KPIs for SAP Business One Dashboards ............................................. 9
Financials ............................................................................................................................... 9
Customer Receivables Aging: Dashboard Structure and Behavior ............................. 9
Customer Receivables Aging: Company Overview ..................................................... 9
Overdue Analysis: Company Overview ...................................................................... 10
Overdue Analysis: Customer and Employee Details ................................................. 10
Future Remit Analysis: Company Overview ............................................................... 11
Future Remit Analysis: Customer and Employee Details .......................................... 12
Configuration .............................................................................................................. 12
Sales .................................................................................................................................... 12
Sales Analysis: Dashboard Structure and Behavior .................................................. 13
Sales Analysis: Company Overview ........................................................................... 13
Sales Analysis: Customer and Employee Details ...................................................... 14
Configuration .............................................................................................................. 15
Service ................................................................................................................................. 15
Service Call Status: Dashboard Structure and Behavior ........................................... 15
Service Call Status: Company Overview.................................................................... 16
Service Call Status: Service Queue Details ............................................................... 17
Configuration .............................................................................................................. 18
Copyrights, Trademarks, and Disclaimers ................................................................................ 19

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Working with Dashboards in the Integration Component

Dashboards
This document describes dashboards from the perspective of a user and a system administrator or
key user of SAP Business One. Dashboards are an element of the cockpit, which is delivered as part
of SAP Business One patch level 12 (PL12) and higher. They present an easy-to-understand
visualization, such as a bar or pie chart, of transactional data from the SAP Business One database.
Depending on the dashboard, data can be presented either as a time-specific static snapshot or as a
refreshable visualization.
With SAP Business One PL12, SAP delivers predefined dashboards for financials, sales, and service.
In addition, SAP Business One partners and customers can create their own dashboards.
Note
To use and work with dashboards, you must install SAP Business One PL12 and the
integration component.
For more information, see Installation Guide for the Integration Component.

See also:
For information about the design, behavior, and key performance indicators (KPIs) displayed in SAPdefined dashboards, see Design, Behavior, and KPIs for SAP Business One Dashboards in this guide.
For information about cockpits, see Working with the Cockpit.
For information about creating dashboards, see How to Develop Your Own Dashboards for SAP
Business One.

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Viewing Dashboards
Dashboards let you view transactional and master data from the SAP Business One database in
predefined and easy-to-understand visualizations in a cockpit. Depending on the dashboards that
have been installed and the authorizations you have been granted, you can view SAP-defined
dashboards for financial, sales, and service areas. In addition, your company can deploy dashboards
created specifically for your company by SAP Business One partners or your internal IT staff.

Prerequisites
Your system administrator or key user has done the following:

Installed the integration component for SAP Business One 8.8, PL12 and higher.

Enabled the use of cockpit and dashboards at the company level in SAP Business One (see
Setting Up Cockpits and Dashboards at the Company Level in Maintaining Dashboards).

Assigned the correct user authorization for dashboards (see Setting Up a Users Authorization
for a Dashboard in Maintaining Dashboards).

As a user, you have to enable the cockpit function. To do so:

...

1. From the SAP Business One Main Menu, choose Tools Cockpit.
2. Select the Enable My Cockpit checkbox.
You receive a message that the setting takes effect the next time you log on to SAP Business
One.
...
...
...
...
...

Procedure
...
...
...

1. From the SAP Business One Main Menu, choose Tools Cockpit.
2. To access the My Cockpit navigation panel, click My Cockpit.
The cockpit appears.
3. In the left menu structure under General Widgets, click on Dashboards and drag it into the open
cockpit area.
A Dashboard window appears with a message about how to add a dashboard.
4. To add a dashboard in your cockpit, in the top right Dashboard window bar, select the tool icon.
5. From the dropdown list, select Settings.
A Select Dashboard window appears, listing in alphabetic order the dashboards for which you
have permission to view.
Note
If you do not have permission to view dashboards, if dashboards are not activated, or if
no dashboards have been loaded into your system, you get the following error message:
No dashboard available for you. Contact your system administrator.
6. To add one or more dashboards to the cockpit, select the appropriate checkbox.
7. If you selected one dashboard, that dashboard is the default dashboard.
If you select two or more dashboards, to specify the dashboard that you want to appear by
default whenever you log on to the cockpit, highlight the dashboard line and choose Set as
Default.
The default dashboard appears as bold.
8. To confirm your choices, select OK.
The default dashboard appears.
9. In the Dashboard window you have the following options:

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User Task

User Action in the Dashboard Window Bar

Navigate to a different
dashboard

Use the forward and backward arrows.

Minimize a dashboard

Choose the tool icon and select Minimize from the

dropdown list.
Only the window bar is displayed.

Restore a minimized
dashboard

Choose the tool icon and select Restore from the

dropdown list.

Refresh data displayed in a

dashboard

Choose the tool icon and select Refresh from the

dropdown list.
This option is not available if the dashboard
contains data that you cannot refresh.

Close a dashboard

Choose the tool icon and select Close from the

dropdown list.
The layout, position, and other settings of the
dashboard in your cockpit are not saved.

Display information about a

dashboard

Choose the tool icon and select About from the

dropdown list.

See also:
For information about the design, behavior, and key performance indicators (KPIs) displayed in the
SAP-defined dashboards, see Design, Behavior, and KPIs for SAP Business One Dashboards in this
guide.
For information about cockpits, see Working with the Cockpit.

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Maintaining Dashboards
To enable users to use dashboards, the SAP Business One key user or administrator must ensure
that the following prerequisites have been met:

SAP Business One 8.8 PL12 and higher and the integration component are installed correctly.

The B1i server address is correct.

The use of cockpits and dashboards is enabled at the company level.

Once these prerequisites have been met, the key user or administrator is responsible for the following
tasks:

Importing partner- or company-developed dashboards

Setting a users authorization for dashboards

Exporting dashboard packages to a local file system

Deleting dashboard packages

Deactivating dashboards

In carrying out these tasks, the key user or administrator can view dashboard information.

Procedures
Setting Up Cockpits and Dashboards at the Company Level
...

1. From the SAP Business One Main Menu, choose Administration Setup General.
2. In the General Settings window, choose the Cockpit tab.
3. Select the Enable Cockpit checkbox.
4. Under Widget Settings, select the Enable Dashboard Widget checkbox and specify the address
of the B1i server.
Note
To enable the display of dashboards in the cockpit, you must select the checkbox and
specify the address of the B1i server.
5. To save these settings, choose Update.
You receive a message that the settings take effect the next time you log on to SAP Business
One.
6. To continue, click OK.
7. To apply the settings, log off, close SAP Business One, and then log on to SAP Business One.
Importing a Dashboard Package
With SAP Business One 8.8 PL12 and higher, SAP delivers predefined dashboards for financials,
sales, and service. You cannot import any SAP-defined dashboards.
SAP Business One partners and your own IT department can develop industry- and company-specific
dashboards and queries, which you then import into SAP Business One.
...

1. From the SAP Business One Main Menu, choose Administration Setup General
Dashboard Manager.
2. In the Dashboard Manager window, choose Import Package.
The Import Wizard window appears.
3. To import a package of dashboards and related queries, choose Next.
4. In step 1 of the wizard you choose a dashboard package file in your file system. In the Open
window, choose the name of the dashboard package file (with .zip extension) and choose
Open.
The name of the file appears in the Dashboard package field.

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5. To continue, choose Next.

Information about the dashboard package appears. This information is stored in the info.xml
file in the dashboard package.
6. To continue, choose Next.
Step 2 of the import wizard appears.
7. If the dashboard package contains queries, the Import queries in this package checkbox is
selected by default.
If the dashboard package does not contain queries, you receive the message: There are no
queries in this package.
A table containing query category, name, and status appears.
8. To import the dashboards and queries in the package, choose Execute.
Step 3 of the import wizard appears.
You receive one of the following:

Confirmation that the dashboards and queries were imported successfully.

Notice that the import failed and the reason for the failure.

9. To end the import wizard, choose Close.

If the import was successful, you can now set up user authorizations for the new dashboards in
the package.
Setting Up a Users Authorization for a Dashboard
Dashboards must be available in SAP Business One. SAP-defined dashboards are delivered with
SAP Business One 8.8 PL12 and higher and do not have to be imported. You must first import
partner- and company-developed dashboards before assigning authorizations.
...

1. From the SAP Business One Main Menu, choose Administration Setup General
Dashboard Manager.
2. In the Dashboard Manager window, from the menu on the left side open a dashboard package
and select a dashboard.
You can view information about the dashboard you selected.
3. To set a users authorization for the selected dashboard, choose Define User Authorizations.
The Authorizations window in SAP Business One appears.
4. Select the user, locate the dashboard in the Dashboards folder in the permission tree, and
assign an authorization for user: full authorization or no authorization.
5. To save the change, choose Update.
Exporting a Dashboard Package
To modify existing dashboards in SAP Business One or to use an existing dashboard to create a new
dashboard, you can export a dashboard package to your computer, modify one or more dashboards in
the package or create new dashboards, and then import the modified or new dashboard package.
...

1. From the SAP Business One Main Menu, choose Administration Setup General
Dashboard Manager.
2. In the Dashboard Manager window, from the menu on the left side select a dashboard package.
You can view information about the dashboard package you selected.
3. To start the export of the dashboard package, choose Export.
The Export Package window appears.
4. Accept the default file location and file name or specify a different location and file name.
The file extension must be .zip.
5. To complete the export, choose Save.

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SAP Business One confirms the export of the dashboard package to the specified location in
your file system.
Deleting a Dashboard Package
If a dashboard package is no longer relevant for your company, you can delete the package. If a newly
created or modified dashboard in a dashboard package has errors that you need to correct, you must
delete the dashboard package, correct the errors, and then import the changed dashboard package.
Note
You cannot delete an SAP-defined dashboard package.
You cannot delete a single dashboard; you must delete the dashboard package.
...

1. From the SAP Business One Main Menu, choose Administration Setup General
Dashboard Manager.
2. In the Dashboard Manager window, from the menu on the left side select a dashboard package.
You can view information about the dashboard package you selected.
3. To start the deletion of the dashboard package, choose Delete.
A message appears asking you to confirm that you want to delete the package.
4. Do one of the following:
a. To confirm the deletion, choose Yes.
You receive a confirmation that the deletion was successful.
b. To cancel the deletion and return to the Dashboard Manager window, choose No.
If a user has chosen as the default dashboard a dashboard from the deleted dashboard package, the
user receives the following message when selecting Dashboards in the cockpit: The default
dashboard is not available. Contact your system administrator. This message also appears if the
users permission for the dashboard package is revoked or if the dashboard is set as Inactive.
Deactivating a Dashboard
A dashboard package contains one or more dashboards and queries. If you want to let users view
some, but not all, dashboards in a package, you can deactivate individual dashboards, either those
developed by SAP or ones developed by a partner or your IT staff. You can achieve the same result
by removing each users authorization for each dashboard, but deactivating is a faster and easier way.
...

1. From the SAP Business One Main Menu, choose Administration Setup General
Dashboard Manager.
2. In the Dashboard Manager window, from the menu on the left side select a dashboard package.
You can view information about the dashboard package you selected.
3. To deactivate the selected dashboard, from the Status dropdown list select Inactive.
4. To save the change, choose Update.
The dashboard is no longer available for display to the end user.

See also:
For information about the design, behavior, and KPIs displayed in SAP-defined dashboards, see
Design, Behavior, and KPIs for SAP Business One Dashboards in this guide.
For information about cockpits, see Working with the Cockpit.
For information about installing the integration component and the B1i server, see Installation Guide
for the Integration Component.

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Design, Behavior, and KPIs for SAP

Business One Dashboards
Dashboards delivered in the integration component of SAP Business One 8.8 PL12 and higher are
based on SAP Business One standard functionality and the demo database set up for OEC, the demo
company. You may need customization help depending on your implementation of the SAP Business
One application and data range requirements.
Your company can deploy dashboards created specifically for your company by SAP Business One
partners or your internal IT staff. For more information, see How to Develop Your Own Dashboards for
SAP Business One.

Financials
The Customer Receivables Aging dashboard lets a finance manager review accounts receivables and
identify current problems or potential problems. This dashboard provides an overall analysis of a
companys accounts receivables collection efforts and the status of key accounts. It shows percentage
distribution of overdue receivables and future remit at different time intervals. For receivables you can
view an historical trend of aging amounts; for future remit you can view forecasted amounts. You can
view the top five customers or sales employees. For an individual customer or sales employee, you
can view either aging receivables versus revenue or future remit versus sales opportunities.

Customer Receivables Aging: Dashboard Structure and Behavior

The Customer Receivables Aging dashboard analyzes overdue accounts receivables and future remit.
The dashboard has two sections:

The upper part provides an aging overview and an analysis of either overdue receivables or
future remit.

The lower part displays an analysis of overdue receivables or future remit for the top five
customers or sales employees.

All the amounts in the dashboard are given in the local currency, which is displayed under the title bar
on the right side.
There is no automatic refresh. In the lower part of the dashboard, you can use the dropdown list to
switch the analysis from Customer, which is the default, to Sales Employee. By default, details for the
top customer or sales employee are displayed on the right side of the lower part. To display the details
for another customer or sales employee, in the bar chart click on the bar for the customer or sales
employee for which you want to view detailed information.
There is no drill-down function in the dashboard, nor is there any interaction between the KPIs.

Customer Receivables Aging: Company Overview

In the Customer Receivables Aging dashboard, the Aging Overview chart provides the percentage of
overdue customer receivables for specific time intervals. It controls the time interval for the other
charts in the dashboard and lets you switch between the Overdue Analysis and Future Remit Analysis.
Type and Display

Behavior

KPI

Chart showing
aging total and
percentage
distribution of
customer
receivables by time

90+ Days is the default time interval for

the other charts in the dashboard.
(Overdue Analysis, Top 5 Customers
<time period>, Top 5 Employees <time
period>, and Aging vs. Revenue). To
change the time interval, click one of

The KPI is percentage of amount

due for each time interval. Data
comes from Customer Receivables
Aging report.

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Type and Display

Behavior

KPI

interval and future

remit

the <n> Days segments in the chart.

To view the future remit analysis, click
the Future Remit segment in the chart.

Overdue Analysis: Company Overview

This chart provides an historical analysis of customer receivables for the time interval you selected in
the Aging Overview chart.
Type and Display

Behavior

KPI

2-line chart
showing the trend
of a companys
overdue accounts
receivables total
and overdue
accounts for the
time interval
selected in the
Aging Overview
chart. The Overdue
Total line is always
displayed.

Changing the time period in the X axis

refreshes the Overdue Total and <n>
Days lines. To change the time period
displayed in the X axis, from the View
by dropdown list select one of the
following option:

Amount for the current month is from

the Customer Receivables Aging
report with the Aging Date and
Posting Date set to the current date.
Amount for previous months is from
the same report when the Aging Date
is set to the ending date of the
previous month.

Last 6 Months: 6 months from

current month (default)

Last 12 Months: 12 months from

current month

Last 8 Quarters: 8 quarters from

current quarter

The default time interval is 90+ Days.

To change the time interval for the
Overdue Total and <n> Days lines, in
the Aging Overview chart click one of
the four <n> Days segments.
To view the future remit analysis, in
the Aging Overview chart click the
Future Remit segment.

Overdue Analysis: Customer and Employee Details

Overdue Analysis by Customer and Overdue Analysis by Sales Employee list the top five accounts
and provide an historical analysis of aging receivables versus revenue.
From the dropdown list you select Customer or Sales Employee.
Chart

Type and Display

Behavior

KPI

Top 5 Customers
(<n> Days)

Bar chart with

overdue receivables
for each of the top
five customers or
sales employees for
the selected time
interval in the Aging
Overview chart

To display the KPIs

on right side of
chart for a different
customer or
employee, click on
the bar for the
desired customer
or employee.

The overdue amount for each

customer or sales employee is
from the Customer Receivables
Aging report.

Top 5 Sales
Employees (<n>
Days)

To change the time

interval, in the
Aging Overview

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Chart

Type and Display

Behavior

KPI

chart click one of

the four <n> Days
segments.
To view the future
remit analysis, in
the Aging Overview
chart click the
Future Remit
segment.
Aging vs.
Revenue

2-line chart
(Overdue Total, <n>
Days) overlaying the
Revenue area

Overdue Total is the Balance Due

line in the Customer Receivables
Aging report. The selection criteria
are:

For information
about the behavior
in this chart,
Overdue Analysis:
Company
Overview.

Currency: Local

Aging Date: Current date

Age By: Due Date

Revenue is derived from the

selection criteria for the Sales
Analysis report. You should
choose Monthly Report or
Quarterly Report according to the
selected horizon. The document
should be Invoices. Posting Date is
from the beginning of the selected
horizon to the current date.
Invoice-related documents and
localization A/R documents that
impact revenue account should
also be considered, such as credit
memo, A/R invoice exempt, A/R
debit memo, A/R bill, A/R exempt
bill, A/R export invoice, A/R
correction invoice, A/R correction
invoice reversal, and A/R reserve
invoice.

Future Remit Analysis: Company Overview

The Future Remit Analysis chart provides a forecast of collections based on the due date of future
remit.
To display this chart, in the Aging Overview chart (see Aging Overview: Company Overview), click the
Future Remit segment.
Type and Display

Behavior

KPI

Bar chart showing

future remit for
selected time
period

To change the time period displayed in

the X axis, from the View by dropdown
list selection one of the following
options:

The future remit amount for each time

period comes from the Customer
Receivable Aging report where Aging
Date is set to the end of each week

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Type and Display

Behavior

KPI

Next 4 Weeks: 4 weeks from

next week (default)

Next 12 Weeks: 12 weeks from

next week

Next 6 Months: 6 months from

next month

or month.

The number of the week is taken from

the SAP Business One 8.8 calendar.
To view the overdue analysis, in the
Aging Overview chart click one of the
four <n> Days segments.

Future Remit Analysis: Customer and Employee Details

Future Remit Analysis by Customer and Future Remit Analysis by Sales Employee show the top five
accounts and forecast the collection trend of the selected account.
From the dropdown list you select Customer or Sales Employee.
Chart

Type and Display

Behavior

KPI

Top 5 Customers
(Future Remit)

Bar chart and future

remit amount for
each of the top five
customers or sales
employees

To display the KPIs

on right side of
chart for a different
customer or
employee, click on
the bar for the
customer or
employee.

The future remit amount for each

time period comes from the
Customer Receivable Aging report;
Aging Date is set to the end of
each week or month.

Clustered bar chart

comparing future
remit versus sales
opportunities

For information
about the behavior
in this chart, see
Future Remit
Analysis: Company
Overview.

The query for sales opportunities is

based on the selection criteria for
the Opportunities Forecast Over
Time report.

Top 5 Sales
Employees
(Future Remit)

Future Remit vs.

Sales
Opportunities

Configuration
For the Aging Overview chart, a partner or a customers system administrator can change the default
interval of 030, 3060, 6090, and 90+ days.

Sales
The Sales Analysis dashboard lets a sales manager understand sales performance, the status of the
companys most important customers and employees, and the potential revenue for a specific time
period.
The dashboard KPIs are based on the standard functions of SAP Business One. Below are
assumptions of the sales processes of OEC, the demo company.

The sales quota is maintained in the budget of sales revenue account by month.

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The sales process starts with opportunity creation and ends with invoice creation. Only the
invoiced amount is revenue realized. Canceling an invoice or creating a credit memo impacts
revenue of the month in which the cancellation or credit is posted.

Open opportunities, sales orders, and deliveries are considered as forecast.

When a sales order is issued to a customer, the sales employee links the order to the sales
opportunity, changes the closing percentage to 100%, and changes the status to Won. One won
sales opportunity is related to one sales order.

If an opportunity is lost, the sales employee changes the opportunity status to Lost.

Sales Analysis: Dashboard Structure and Behavior

The Sales Analysis dashboard has two sections:

The upper part provides an overview of sales performance.

The lower part displays detailed information about the top five customers or sales employees.

All the amounts in the dashboard are given in the local currency, which is displayed under the title bar
on the right side.
There is no automatic refresh. In the lower part of the dashboard, you can use the dropdown list to
switch the analysis from Customers, which is the default, to Sales Employees. By default, details
about the top customer or top employee are displayed on the right side of the lower part. To display
the details for another customer or employee, click on the bar for the customer or employee for which
you want to view detailed information.
There is no drill-down function in the dashboard, nor is there any interaction between the KPIs.

Sales Analysis: Company Overview

The upper general sales performance part covers four KPIs: sales amount by month, sales forecast by
month, sales quota, and win rate.
Chart

Type and Display

KPI

Current Fiscal
Year Analysis

Bar chart for revenue

(Sales Amount) and
forecast (Potential
Amount); line for
quota

Revenue calculation is based on invoice amount

and grouped by posting calendar month. The
calculation logic is the same as for the Sales
Analysis report.

For past months, only

sales amount is
shown; for current
month, sales amount
plus forecast; for
future months, only
forecast.

Invoice-related documents and localization A/R

documents that impact revenue account are also
considered, such as credit memo, A/R invoice
exempt, A/R debit memo, A/R bill, A/R exempt bill,
A/R export invoice, A/R correction invoice, A/R
correction invoice reversal, and A/R reserve invoice.
Forecast includes open opportunities, open sales
orders, and open deliveries.SAP Business One
groups the weighted amount of open opportunities
by month of Predicted Closing Date, open value of
open orders by document-level Delivery Date, and
open value of open deliveries by posting date. The
calculation logic for open amounts in deliveries and
sales orders follows the logic of the Sales Analysis
report.
If the forecast amount is in a past month or current
month, the amounts are summed to the current
month forecast. If the forecast amount is for future

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Chart

Type and Display

KPI
months, it is displayed in the future month forecast
by month.
Quota uses the budget definition of revenue
account, which is the first budget scenario defined
for one fiscal year. A revenue account has an
account type of Sales. For cost, budget is defined in
the debit side, so for sales, it is defined in the credit
side only. To view the breakdown of one years
budget by month, a user can double-click the
budget of an account.

Opportunity Win
Rate

Line chart showing

the ratio of won
opportunities to total
closed opportunities
for the period
Two lines are shown:
one line for previous
year, one line for
current year to date.

The chart compares the current years win rate to

the previous years rate by month.
For each displayed month, the win rate equals the
number of won opportunities in this month divided
by the total number of closed opportunities
(including won and lost) in this month. Closed
opportunities include opportunities with status Won
or Lost. Closing date refers to opportunity Closing
Date.

Sales Analysis: Customer and Employee Details

Fiscal Year To Date Analysis by Customers shows the top five customers and growth rate; for each
customer, top five items purchased and opportunity status are displayed.
Fiscal Year To Date Analysis by Sales Employees shows the top five sales employees and growth
rate; for each employee, top five customers and opportunity status are displayed.
The default display is Customers and the Item Rankings and Opportunities Status for the top
customer. To change the display, from the Fiscal Year To Date Analysis by dropdown list, select Sales
Employees.
Chart

Type and Display

Behavior

KPI

Top 5 Customers

Clustered bar chart

(one for sales
amount and one for
gross profit) with
growth rate
percentage and
trend arrow for each
of the top five
customers or
employees

To display the KPIs

on the right side of
the chart for a
different customer
or employee, click
the bar for the
customer or sales
employee.

Year-to-date sales amount and

gross profit of top five customers
or top five employees are
displayed as a clustered bar chart.

Table with top five

items (for
Customers
selection) and top
five customers (for

To display the KPIs

for a different
customer or
employee, in the
Top 5 Customers

Top 5 Sales
Employees

Item Rankings
Customer
Rankings

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The percentage figure to the right

of each clustered bar is a
comparison with the same period
last year. Directional arrows (up or
down, green or red) and a dash
show growth (up, green), decrease
(down, red), or the same (dash).
The rate is rounded to two decimal
places.
For selected customer:
Top five items by each items sales
amount for the current fiscal year.
Others category sums the sales

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Working with Dashboards in the Integration Component

Chart

Type and Display

Behavior

KPI

Sales Employees
selection) sorted by
sales amount. An
additional Others
category is always in
th
last (6 ) row.

or Top 5 Sales
Employees chart
click on the bar for
a customer or sales
employee.

amount of all the other items for

this customer.
Sales Amount: Current fiscal year
revenue of the item
%: Percentage this item
contributes to the customers total
sales amount
Sales Quantity: Number or quantity
of the item sold to the customer
(by inventory unit of measure).
This column is blank for the Others
category.
For selected sales employee:
Top five customers by customers
sales amount for the current fiscal
year. Others category sums the
sales amount of all the other
customers for this sales employee.
Sales Amount: Current fiscal year
revenue of the customer
%: Percentage this customer
contributes to total sales for this
sales employee
Profit: Current fiscal year gross
profit for customer related to this
sales employee

Opportunities
Status

Pie chart

None

Depending on the selection in the

dropdown list (Customers or Sales
Employees), the number of
opportunities by status for the
fiscal year to date for the selected
customer or selected sales
employee.

Configuration
A partner or a customers system administrator can change the time frame or change the number of
top customers and top employees included in the dashboard.

Service
The Service Call Status dashboard lets a service manager identify current and potential problems with
service call responsiveness. This dashboard presents key performance indicators that provide
different views of service calls being handled by your employees. It shows the overall service call
status by number of new service calls for the current date, backlog trends, and call status. For each
service queue the dashboard shows service call workload and status by employee.

Service Call Status: Dashboard Structure and Behavior

The Service Call Status dashboard has two sections:
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The upper part provides a company overview.

The lower part displays detailed information about a selected service queue.

By default the data is refreshed every 60 minutes. When you select a different service queue name
from the dropdown list in the lower part of the dashboard, the data in the lower part is refreshed for the
selected service queue.
The service queue names displayed in the company overview section and in the dropdown list are
taken from the description field of the queue setup. By default, the order of the display in the dropdown
list is the order in which the queues were set up.
There is no drill-down function in the dashboard, nor is there any interaction between the KPIs.

Service Call Status: Company Overview

The upper company overview covers KPIs that inform the service manager about new service calls for
the current day, any calls due today or overdue calls, and the trend of service calls for a specific time
period.
Chart

Type and Display

Behavior

KPI

Incoming Calls
Today: <n>

Pie chart with total

number of todays
new service calls by
service queue

None

Service call with Created

On date = current date

Calls to Close: <n>

Pie chart with inprocess service calls

grouped by category
of due date

None

Overdue: Service call

with Resolution By date
< current date
Due by Today: Service
call with Resolution By
date = current date
Others: Service call with
Resolution By date >
today and service call
with no Resolution By
date

Backlog of <time
period selection>

Line chart with a line

for each service
queue showing the
trend of the service
call backlog for the
selected time period
and predefined
maximum and
minimum number of
calls for reference

From Backlog of dropdown

list, user selects a time
period. Last 7 Days is the
default. The number of
backlog calls for each
service queue is refreshed,
the lines are repositioned,
and the X axis changes as
follows:
Last 7 Days: Dates of last 7
days including today
Last 4 Weeks: Last 4
calendar weeks including
current week

The backlog of calls is

the number of in-process
service calls at the end
of each day. For
example, if a user
selects Last 4 Weeks or
Last 6 Months, the
backlog is the in-process
service calls for the last
day of each time period.
Maximum and minimum
number of service calls
is hardcoded as 70 and
20 respectively.

Last 6 Months: Last 6

calendar months including
current month

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Service Call Status: Service Queue Details

The lower queue part covers two queue-specific KPIs:

Service call assignment (employee workload)

Service call turnover

To display a queue, the user selects an option from the Details of dropdown list.
Chart

Type and Display

Behavior

KPI

Call Assignment

Bar chart where each

bar represents a
service employee
assigned to the
service queue.

None

Number of in-process
calls assigned to each
member of the selected
service queue. Each call
is classified as Overdue,
Due by Today, and
Others. Unassigned
service calls are
combined in the Not
Assigned bar. For
information on the
coding, see the Calls to
Close: <n> row in
Service Call Status:
Company Overview.

From the Call Status of

dropdown list, the user
selects a time period.

New service calls and

closed service calls
jointly show service call
turnover.

Each bar displays the

total number of service
calls assigned to an
employee. Color
coding shows service
calls that are overdue,
due today, and due in
the future or without a
due date.
Call Turnover of
<time period
selection>

Line chart with a line

for new service calls
and a line for closed
service calls for the
selected time period
over a gray area
representing call
backlog as reference.

For information on the

behavior in this chart,
see the Backlog of <time
period selection> row in
Service Call Status:
Company Overview.

A new service call is

created during the
displayed time period
regardless of status. A
closed call is a service
call that is closed during
the displayed time
period regardless of
when it is created.
For example, if today is
March 25, 2010, and the
user selects Last 4
Weeks, X axis is CW 9,
CW 10, CW 11, and CW
12.
Create date refers to a
service calls Created
On date.
Close date refers to a
service calls status of
Closed and a Closed On
date within the displayed
time period.

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Chart

Type and Display

Behavior

KPI
For information on the
behavior, see the
Backlog of <time period
selection> row in
Service Call Status:
Company Overview.

Configuration
A partner or a customers system administrator can add a category for Calls to Close, change
maximum and minimum definition for service call backlog, and add more options for call turnover and
backlog.

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Copyrights, Trademarks, and Disclaimers

Copyright 2010 SAP AG. All rights reserved.
The current version of the copyrights, trademarks, and disclaimers at
http://service.sap.com/smb/sbocustomer/documentation is valid for this document.

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