Permissions: order.reports.oms_dashboard (all tabs except financials) · order.reports.oms_dashboard_financials (Order Financials).
Date range is half-open [from, to) in the browser timezone. Warehouse filter uses warehouses enabled in Reports v2 → Configuration.
Shared rules
| Rule | Detail |
|---|
| Overview vs drill-down | Shared tiles use the same SQL, so they cannot disagree under the same filters |
| Live tiles | Ignore the date range; respect warehouse. Refresh ~30 seconds on Command Centre |
| Blank tiles | null (no source) renders blank + “No source — …”, never 0 |
| Order mix channels | orders.source api = customer-placed; storefront = CS-assisted. Other sources stay in totals only |
| Live orders | Status confirmed or partially_fulfilled. Drafts excluded |
| Support warehouse | Consult threads have no warehouse — Support & Queries hides the chip |
Overview
| Tile | Formula / meaning | Filter |
|---|
| Orders | Orders created in range | Date + warehouse |
| Net booked value | Payable at order (header) | Date + warehouse |
| Average order value | Net booked ÷ orders | Date + warehouse |
| Order mix | CS-assisted % / customer-placed % | Date + warehouse; blank if no API or storefront orders |
| Fulfilment rate | Fulfilled orders ÷ orders. Partial is reported separately | Date + warehouse |
| Fill rate (item level) | Units fulfilled ÷ units ordered (cancelled stay in) | Date + warehouse |
| Cancellation rate | Cancelled orders ÷ orders | Date + warehouse |
| On-time delivery | Always blank — no promised window | — |
| Live orders | Confirmed + partially fulfilled, not yet done | Warehouse only |
| SLA at risk | Unpacked 30–60 min after confirm | Warehouse only |
| SLA breached | Unpacked over 60 min after confirm. Dispatched not counted | Warehouse only |
| Open consult queries | Open consult threads | Date ignored |
| First response time | Mean first reply for queries received today. Sub: Mean today · X of Y answered | Date ignored |
Orders
| Tile | Meaning |
|---|
| Total orders | Created in range |
| Net booked value | Same as Overview |
| Distinct customers | Unique customers on those orders |
| Accounts creating orders | Unique staff/customer accounts that created them |
| Orders by customers | source = api |
| Orders by CS (assisted) | source = storefront |
| Assisted share | Assisted ÷ (API + storefront) |
Fulfilment
| Tile | Meaning |
|---|
| Fulfilment rate | Orders that reached fulfilled |
| Fill rate (item level) | Units fulfilled ÷ units ordered; cancelled units stay in the denominator |
| Cancellation rate | Cancelled orders ÷ orders |
| Partially fulfilled | Orders still partial |
| Rx verification (p50) | Pharmacist approvals ∪ storefront intakes, de-duplicated |
| Confirm → packed / Packed → dispatched / Dispatched → delivered | Stage medians. Dispatch time = rider-assigned time |
| On-time / first-attempt / RTO | Always blank — no promise window, attempt log, or RTO events |
Command Centre (live)
| Tile | Meaning |
|---|
| Live orders | Confirmed + partially fulfilled |
| Within SLA / at risk / breached | Unpacked work: ≤30 / 30–60 / >60 minutes after confirm |
| Stage queues | Awaiting Rx, awaiting customer confirm, confirmed not picked, picking, packed awaiting dispatch, dispatched not delivered |
| Draft, not confirmed | Pre-fulfilment; not in live orders |
| Active dispatch trips / Riders on trip | Own-fleet trips in progress |
| CS agents online | Always blank — no presence feed |
Support & Queries
| Tile | Meaning |
|---|
| Queries received | Inbound turns (customer message not preceded by another customer message) |
| First response (p50) | Inbound turn → next staff message, over the date range |
| First response time | Mean for queries received today only |
| Response rate | Responded ÷ received |
| Awaiting reply | Unanswered inbound turns |
| Threads opened / closed | Thread open and close in range |
| Resolution rate | Closed ÷ opened |
| Resolution time (p50) | Thread open → close |
| Open backlog | Currently open threads |
| Aged backlog (over 24h) | Open longer than 24 hours |
| Queries by channel | Always blank — no ticketing tool |
Order Financials
| Tile | Meaning |
|---|
| Gross / Discount / Net booked | Net = gross − discount |
| Average order value | Net booked ÷ orders |
| Delivered (realised) value | Value on delivered work |
| Realisation rate | Delivered value ÷ net booked |
| Cancelled value | Value on cancelled orders |
| Delivery fee booked | Delivery fees on booked orders |
| Payment success / COD collected / Refund / RTO | Always blank — no gateway, COD reconciliation, refund ledger, or RTO events |