Dispatch backlog
Open Reports → Dispatch Backlog in Thermal →
What it's for
Dispatch backlog shows what is queued and not yet done, how old it is, and whether you have the capacity to clear it. It is the report that turns "we're busy" into a number you can staff against.
Reach it from Reports → Dispatch backlog, at /reports/dispatch-backlog.
Tabs
Reports links back to the hub.
Panels and controls
Backlog by priority
Priority, Count, and Age. Age against priority is the pair that matters: emergency work aging is a different problem from routine maintenance aging, and one summary number hides both.
By technician
Technician and Open WOs — who is carrying the queue.
Trend
Week of, Created, Closed, and Net. A positive net week after week means the backlog is growing regardless of how hard everyone is working, which is a hiring conversation rather than a scheduling one.
Capacity
Working hours, Est. capacity/day, Avg. scheduled/day, and Est. utilization. These are estimates and the column headings say so — they are built from your configured working hours, not from a promise about what a day can hold.
Export CSV takes it out; Clear resets the filters.
Empty states
No open work orders in scope, No open work orders, No trend data, and No technicians in scope.
What it accepts
| Field | Format | Required | Rule |
|---|---|---|---|
| Filters | Branch, priority, date range | No | "Clear" resets them |
The report is a read-out. Work is scheduled on Dispatch.
How to configure it
- Business hours and defaults set the working hours the capacity estimate is built from — with these wrong, the utilization column is wrong.
- Scheduling settings decide the default visit length, which drives estimated capacity per day.
- Branches scope the report.
Who can see it
This screen sits behind the Reports area.
Owners, office managers and dispatchers can open it. Technicians cannot. The gate is checked on the server, not just hidden in the sidebar, so a direct link does not get around it.
The full role matrix is on Roles & permissions.