A couple of points around callbacks, re-schedules and 1st call fixes.
Call-Backs
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.
Re-schedules
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 |
Reschedules |
Call backs |
Total Recalls |
Net Calls |
FCE Ratio |
Net Complete Calls |
FCE Ratio |
Tech 1 |
338 |
74 |
57 |
131 |
207 |
61% |
76 |
37% |
Tech 2 |
247 |
20 |
29 |
49 |
198 |
80% |
149 |
75% |
Tech 3 |
422 |
11 |
115 |
126 |
296 |
70% |
170 |
57% |
Most service managers prefer method 1 because it makes the department look better.
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