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ID184 - Daily Service Call Metrics Overview & Sample

Tech Daily Service Call Metrics

Overview | Samples | Variables | Alert Functionality | Best Practices & Tips |  Related Alerts

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Overview:

This streamlined version of ID37/DispatchBoard will send your managers and/or your techs daily reports of their Reschedule and Call Back metrics for the day and for the month. Provides Calls Today/MTD, Average Response Time Today/MTD, Call Back % Today/MTD, Reschedule % Today/MTD. For technicians that are on a bonus program based on these metrics, this will let them know how their month is going.

Email(s) listed in To: or BCC: of your alert subscription will receive email for each tech. 

Email(s) listed in CC: will only receive manager-level summary.  

 

Run Schedule: Daily End of Day

Type of Output: Email

 

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Sample

By tech:

ID184TechLevel.PNG

By Service Manager (per techs assigned):

ID184MgrLevel.PNG

 

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Variables

ID184Variables.PNG

Variable W: leave blank to report on ALL branches, or list (separate by commas) branch numbers to limit alert to

 

 

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Alert Functionality

-Alert fires on ANY tech completing calls - not dependent on Custom Property of ZCJFieldTech be set to YES

Email(s) listed in To: or BCC: of your alert subscription will receive email for each tech. 

   Email(s) listed in CC: will only receive manager-level summary.  

   If you want Tech-level output but don't want to check ToTech you have to put an e-mail address in ToAddress1.

ID184to_cc.PNG

-This alert must run at end of day, after hours to ensure all calls for the day have been addressed.

-Alert runs daily (not weekly) as metrics are reporting on daily activity plus month-to-date.

Column Explanation:

1. Calls Today: All calls closed that day (doesn't require those calls are invoiced)

2. CallBack% is based on what eAuto considers a call back, please see THIS LINK for those details and set up.

If you are a Pros Elite member, please consider alert ID167 to override eAuto CallBack settings for CM calls only

3. Avg ResponseTime: ONLY considers Corrective Maintenance Category Call Types and Includes incomplete calls. Excludes rescheduled calls and equipment NOT on contract.

Call Type Category set here:

CallTypeCategory.PNG

4. Reschedule%: % of calls needing to be rescheduled

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Best Practices & Tips

-Tech missing from alert? Please check that Tech's eAuto Employee Record populated with:

1. Email Address:

1.PNG

2. Manager:

2.PNG

-Our assignment of calls considered Call Backs and Response Time is based on information within eAuto. We are not calculating on our own. Therefore, the validity of this alert depends on:

1. Techs following Best Practices for Rescheduling of Service Calls, CLICK HERE for details 

2. eAuto set with need Call Back parameters, CLICK HERE for details

3. On Hold Codes (where appropriate - i.e. WP) set to stop/start clock, CLICK HERE for details

4. SLA codes set correctly reflecting your standard Service Hours and Holiday Hours, CLICK HERE for details

 

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Related Alerts

ID167 - Set Callback on CBC/DBC for calltype category(s) other than CM

 

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