Tiles and Equipment Downtime

New feature spotlight: Equipment downtime and customisable tiles now available in Concerto

At Concerto, we're constantly developing new features to help you manage your estates more effectively. In our recent webinar, we showcased two important additions to the platform: Equipment Downtime Tracking and Configurable Dashboard Tiles. These tools provide actionable insights, improve operational awareness and make reporting simpler.

1. Introducing equipment downtime tracking

We've added the ability to track downtime at both the equipment and site level, allowing you to understand not just when something breaks but how long it impacts operations.

Imagine a school boiler failing on a Friday night and getting fixed Monday morning. Without understanding operational hours, you might assume it was down for 3 days, when in reality, it only disrupted service for 10 minutes. The new system allows you to separate real downtime from operational downtime, giving you more accurate insights for planning, replacement decisions and budgeting.

Site opening hours

You can now set opening hours per site either manually or by importing data for larger estates. This forms the foundation for operational downtime calculations.

Critical equipment status

You can now mark specific categories (e.g. gas boilers) as availability-sensitive, enabling status tracking such as “working” or “not working.” Combined with help desk actions this lets users and engineers update the equipment status directly via the mobile app, supplier portal or help desk interface.

Costed downtime

Add an hourly downtime cost to key assets and Concerto will automatically calculate total downtime costs. View the last three downtime events for each item and generate reports based on equipment availability trends.

2. Customisable tiles: your data, your way

Our new Tiles feature is all about surfacing the information that matters most without needing to run complex reports.

What are Tiles?

Tiles are configurable dashboard elements that display real-time metrics. Think: “Number of P1 jobs open,” “Equipment not working,” or “Pest control requests in the last seven days.” You can now tailor your dashboard to your role and responsibilities.

No SQL needed

Tiles are simple to set up, thanks to intuitive filtering tools. You can filter by job type, priority, SLA targets, asset types and much more. No technical knowledge required.

Group or personal dashboards

Admins can create tile dashboards for specific user roles (like Help Desk Teams or Regional Managers), or empower individual users to create their own.

Data sources available

Currently supported sources include:

• Help Desk
• Equipment/Assets
• Remedials
• Projects
• Orders
• Quotes
• Case Management
• Suppliers
• Occupations

We're actively expanding this list based on your feedback: features like applications, finance, or estates actions are being considered.

3. Real-time actionability

Tiles aren't just for viewing data, they're interactive. Click on a tile to:

• See job details
• Assign to a contractor or engineer
• Send a message
• Close out issues

This makes them a powerful tool for triaging and responding to problems directly from the dashboard.

4. Help desk tags: Smarter categorisation

Another handy feature we briefly touched on: Help Desk Tags. These allow you to auto-categorise jobs based on keywords in the job description. For instance, if a user types “mice” or “rats,” the job is automatically tagged as Pest Control, feeding into your pest-related tiles without manual effort.

5. What's next?

We're committed to clearer communication, better documentation and more frequent feature showcases. Coming soon:

• Bite-sized how-to videos for setup and configuration
• Centralised Knowledge Base
• Voting system for new features
• Roadmap visibility for planned updates