See how the business is doing
Reviewed against source:
Open Reports → Overview in Thermal →
Operations overview is the company's scoreboard — revenue, response
times, callbacks, and who's doing what. Open it from Reports → Operations
overview, at /reports/overview. The Reports list at /reports is
only the directory of reports; it does not show these numbers.
The page is read-only. It is built from jobs, invoices, and appointments already in the system.
The period buttons are 30d, 90d, and YTD. The page opens on 90d (Last 90 days). Export downloads CSV, Excel, or PDF of the overview figures for that period: the headline numbers, job type, callbacks by cause, and agreement margin when you can view costs. The file stays the overview export on every tab. Agreement margin is left out of the file without View costs.
Overview
The default tab, and the fastest read on the company:
- Four headline numbers — on-time arrival rate, callback rate, average response time, and revenue for the period, each with a comparison to the prior period.
- Revenue by month — a bar chart of the trailing months plus a projection for the current one still in progress.
- Callbacks by cause — what's driving rework this period (with a link through to the full by-technician breakdown).
- SLA by job type — jobs, on-time rate, average response, and callback rate broken out by job type, with a link to the full SLA report.
Revenue
Revenue, average ticket, membership (recurring agreement) revenue, and outstanding A/R for the period, plus:
- Revenue by technician and revenue by job type — where the money's coming from.
- Accounts receivable aging — what's outstanding and how overdue it is.
SLA & response
The operational read on speed and reliability: on-time arrival, average response time, schedule adherence, and travel time share. Travel time share is a dash with No hours logged in this period when there are none. On-time arrival is also broken out by technician, with a distribution of how long jobs actually took to get a first response. Only jobs linked to a service agreement with a guaranteed response window count toward on-time — see Read the SLA and refrigerant-compliance reports for the full breach-level list.
Callbacks & quality
Callback rate, plus two figures Thermal doesn't have a data source for yet and shows honestly as "—" rather than a fabricated number: CSAT and NPS (no review-capture flow is wired up). What is live:
- Callbacks by cause and callback rate by technician — click
By tech from Overview, or Callback rate by technician here, to
open the full per-technician breakdown at
/reports/callback-rate. A callback is any job created as a follow-up to a prior completed job; the rate is attributed to whoever did the original job, since it's a signal of rework, not a mark against whoever handles the callback itself. A technician who isn't EPA 608 certified is flagged alongside their rate. - Compliance — links out to the safety scorecard and the EPA 608 refrigerant report — see those guides for what each one covers.
- Warranty returns — the share of installs this period that came back under warranty.
Email reports on a schedule
Open Scheduled from Reports, then Schedule report to choose a report, CSV/Excel/PDF format, weekly or monthly repeat, send hour, branch and staff recipients. Row actions let you edit, pause, resume or delete a schedule. A saved or active schedule does not prove an email was delivered. See the Scheduled reports reference for validated days and times, recipient access and delivery limits.
Reference
- Who can reach Reports — Owners, Dispatchers, and Office users; Technicians can't. See Roles & permissions.