Technician Performance dashboard

The Technician Performance dashboard analyzes the company's technician performance based on their first time fix rate, billable, or reported hours.

Using the dashboard, service planners can have a better understanding on how to improve their technician's performance and properly plan or allot their work hours for optimal utilization. Service planners can best optimize this dashboard if their company's technicians report their total hours spent within their assigned work orders or service requests.

This dashboard can answer these business questions:
  • Who are the technicians with low first time fix rate?
  • What is the breakdown of the total hours spent by the technician?
  • Are we properly utilizing our technicians?

Reports and KPIs

The dashboard contains these reports:
  • Technician Accuracy
  • Technician Performance by Period
  • Technician Performance by Period - No Work Hrs per Day
  • Top Billable Hrs by Technician
  • Bottom Billable Hrs by Technician
  • Total Rptd Orders by Period
  • Total Hrs Breakdown by Period
  • Total Hrs Breakdown by Period - No Unreported Hrs

Technician Performance by Period - No Work Hrs per Day is displayed in the dashboard as Technician Performance by Period. You can view this report when the filter Show Work Hours per Day = No.

Total Hrs Breakdown by Period - No Unreported Hrs is displayed in the dashboard as Total Hrs Breakdown by Period. You can view this report when the filter Show Work Hours per Day = No.

The dashboard also contains these KPIs:
  • First Time Fix Rate
  • Billable vs Total Rptd Hrs Pct
  • Non-Billable vs Total Rptd Hrs Pct
  • Total Rptd Hrs
  • No. of Rptd Orders
  • No. of Rptd Operations

These KPIs use the Op Actual Finish date as the basis for the analysis. No. of Rptd Orders and No. of Rptd Operations use the Count Distinct aggregation. Total Rptd Hrs use the Sum aggregation. Non-Billable vs Total Rptd Hrs Pct, Billable vs Total Rptd Hrs Pct, and First Time Fix Rate use the Sum aggregation. The First Time Fix Rate calculation also use Count Distinct aggregation.

Filters

These standard filters are available:
  • Facility
  • Work Center
  • Time (Config. 2)
  • Technician
  • Ranking (Config. 2)
  • Show N Records
  • Show Work Hrs per Day

Ranking, Time, and Show Work Hrs per Day are required filters.

Ranking filter enables Top/Bottom analysis of the non-period reports together with Show N Records to control the number of elements shown in the report.

Drill across

From this dashboard, you can drill across the Technician Performance Details dashboard.

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