ID204 - SSRS Older Version 201606 (or older)

This is the SQL Reporting Services (SSRS) version, click here if you are still running the Crystal version. 

The Tech Activity Report stack ranks all your techs based on those standard metrics like gross calls per day, net calls, hours worked etc. It is designed as a snap shot to see who is working effectively. Knowing who is working a full day, who is fixing a call correctly the first time, and has the parts they need available is key information about the effectiveness of your service team. We send it on a Monday for the previous week but include a link that lets you change the date range and other options and view in a browser. (Run Full Report Here)

This alert shows key metrics (from both completed and invoiced service calls) that you should be focused on to ensure your technicians are being effective.

**Report is only built to look back 6 months max, it is not built to run history beyond 6 months from date you are running.**

Here are some industry benchmarks: In the MFP world reschedules should be 8%, callbacks should be 10%, total work time should be 7-7.2 hours and FCE% should be 82%.

We are happy to review this report with you and talk about additional processes based on what we see in your report.

***NOTE: This report does not send to the individual technician, only to each technician manager. The 'ToTechnician' checkbox does not have any functionality in this case. Only the 'ToTech Manager' checkbox will work for this alert.  


Problems opening attached report in excel?

1. Content Problem? It is OK to select YES to open document

2. If you see #### in your report, just expand the column width to allow for more character display:


Variable Settings:

Variable1: is where you designate the Parts Hold codes you use (WP waiting parts, Parts Ordered, etc) for rescheduled for parts calls and the report will look at the Latest ReleaseTime of the designated onhold codes applied against a call , and use the elapsed time from that releasetime till call is closed as PartsResolutionTime to track how long it took tech from time parts were available to him/her until they closed the call.  We also added in the 'CallBacksGenerated' column to indicate which calls in the reporting period were used to trigger a subsequent callback.


Running the SSRS Report:

See THIS LINK for needed eAuto Permissions

See THIS LINK for accessing SSRS Reports

See THIS LINK for troubleshooting SSRS loading errors

Available filter options when viewing in a browser:


Sample (right click on images to enlarge):

All blue font provides drill down detail. This detail coming from sub-reports ID205, ID206, ID207 (subscription required)

Info link within report takes you directly to explanation of detail and troubleshooting.

Industry Benchmarks shown in GRAY

**New stat (highlighted in green) Parts AvailableTech to Close: Is any non-voided call closed within the data range which is not an assist for the tech in question and was on hold for WP or anything else listed in VariableX. It assumes best-practice of no WP unless rescheduled.



Call Counts:

See THIS LINK for how calls are categorized.

**NOTE: Negative call counts could happen from voiding a call and then re-invoicing it outside of the period that the report is run for. It could also be caused by multiple labor entries. 

Days Available and Days Unavailable:

Be sure to have Company Hours set up HERE

AND Company Holdiays set up HERE

Rescheduled Calls:

Best Practice HERE

**Please note: in order for rescheduled call to count as a reschedule, it most be first closed**

If you wish to review rescheduled calls, you can run the eAuto Service Activity Report by Technician and use filter for sort column by Rescheduled Call Count:

OR use eView "Service Calls (Invoiced)" and add Rescheduled Call to Selected Columns and Filters:


Callback Calls

This is the callbacks being charged to that technician for that time period. In other words, a call the tech worked previously generated a callback so the tech that did the original call is charged with a callback. 

**Please note:

The ID204 Tech Productivity Report shows all calls even if they haven't been invoiced yet, whereas, the Callback Detail Report (ID206) only reflects calls that have been invoiced. The reason for this is the callback flag can be overridden before invoicing, so detail report will only show those that have been invoiced in case the flag gets overridden at time of invoicing. (Most users don't run these reports mid-week, instead it is typically reviewed weekly for the previous weeks activity and by then calls are typically resolved, closed and invoiced.)

Callbacks Generated

The number of calls generated in that time period that are currently flagged as a callback that the tech worked on.


Gross CPD (Gross Calls per Day)

Total Calls divided by Total Working Days

Net CPD (Net Calls per Day)

Total Calls divided by Tech Net Days in Period

Avg RT Per Call:

This is the average repair time per call. Calculation is: Total Work Hours / Total Number of Calls

(work hours are the sum of arrival time to departure time on labor entries)

See Callback Calls (ID206) drill down detailed HERE

**Please note, the CallBacks Generated column could change for a reporting period due to the nature of the logic. For example, when you run the report for last week, you might get a count of 3, but if you come back 4 weeks from now and rerun the report for the same time frame...other calls might have triggered a callback!! Therefore you should not use this CallBacks Generated column for any key performance indicator since it's not a 100% stable historical number, whereas 'CallBack Calls' is (Callbacks are the calls that are the callback call and that flag does not change unless you void a service call for the period)


Info link within report takes you directly to explanation of detail and troubleshooting.

Industry Benchmarks shown in GRAY


First Call Fixed Rate - 

Total Calls - Rescheduled Calls - Callback Calls = # First Call Fixed
First Call Fixed Rate = # First Call Fixed / Total Calls
(For example, if you had 90 courtesy/non-corrective maintenance calls in a week and 10 corrective maintenance calls (for a total of 100 calls in a week), CM calls 9 of which were rescheduled calls, you would have a first time fix rate of 91%. So... call type has nothing to do with first time fix)

See Tech Time Log (ID205) drill down detail HERE


See (ID207) drill down detail HERE

Tech Time Log (Sick, Vacation, Training, etc. Hours):

It is important that you are tracking non "screwdriver" time, see here for instructions.

Pages Serviced are based on the tech who did the initial call and it does not have to be the same tech that did the follow up call. So I did a call in Nov and the next call (follow up) came in this week. I get credit this week for the call I did in Nov, regardless of who was the follow-up tech is.

Parts variance for period is where we want to see how effective the parts use is by the tech so we do that by cpc. More here.

Calls on Equip Not Assigned to Tech is calls for the reporting period which were on equipment not showing the tech completing the call to be the tech assigned to the equipment record in eAuto.


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