Call stats: Call Backs/Reschedules/1st Call Fixes

A couple of points around callbacks, re-schedules and 1st call fixes.


By default e-Automate just tracks call-backs by days.

The callback should be "charged" to the tech who did the original call and not the re-schedule.



Best practice here is generally considered to be that you should re-schedule a call every time the tech leaves the site for any reason. Not doing so will cause problems with some important metrics, such as first call fix rate. This also improves visibility to the dispatcher, as e-automate doesn't give you easy access to such information as whether the tech is re-visiting the call or what his previous labor (broken down) might be. Our alerts are designed with this best practice in mind - you're welcome to do it any way that works for you, of course, and you can tweak the alert's settings so that it advises you as needed. See here for how to.


1st call fixes

The theory goes like this:

If a tech did 2 calls and one was a recall, what is the first call effective ratio?

Method 1, (ours)

2 + 1 = 3 total calls

3 total calls divided by 2  calls = 66.6%

Method 2,

2 + 1 = 3 total calls

2 net calls divided by 1 complete call = 50%


Here’s some sample data so you can see the differences;



Method 1


Method 2


Total Calls


Call backs

Total Recalls

Net Calls

FCE Ratio

Net Complete Calls

FCE Ratio

Tech 1









Tech 2









Tech 3











 Most service managers prefer method 1 because it makes the department look better. 

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    Juice Support

    Barbara...the issue is that your techs are putting multiple labor entries on a service call, and from the screen shots you sent me that means your techs are not properly using the eautomate Incomplete/Reschedule process. If you do not have them use the eautomate "incomplete" call process (which closes the first call and creates a second reschedule call...and they are supposed to put any "parts" required on the 2nd call..not the first call) then you are bypassing a lot of critical functionality with eautomate. Allowing your techs to just create multiple labor tickets on a service call everytime they leave the call means that none of ours or eautomates reports will be able to accurately calculate for you first call fix rates, rescheduled calls, nor will any of the parts needed alerts work properly for you.

    Our report shows the parts on the service call..but if you have multiple labor entries for the same tech on the same call (which is bad practice for all the reasons i listed)...then the reporting engine sees the "part" for each labor it shows up twice. We purposely left this in the report because it helps us catch improper use of the eautomate call process....

    We can setup a call with you and go over in detail how your techs must handle incompleting a call to create that second call. The industry as a whole measures first call fix rate and reschedule % based upon the simple rule that if the tech leaves the call for ANY reason, then it should be rescheduled and does not qualify as a first call fix.

    If you decide to continue to allow your techs to use multiple labor entries and to not use the incomplete call process built into eautomate, then this report will continue to report parts on those duplicate labor calls over and over. We build the reports based upon best practice, and in this case, it is best practice to incomplete a call anytime the tech leaves the call.


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