Many times technicians never fully understand the number of their calls that do not get fixed the 1st time and result in a callback, especially if the callback is handled by a different tech. This is a subreport from our Technician Productivity Custom Report (ID34) in eAutomate. It details out for a technician the callbacks that were charged against him/her for the previous week. Typically this report would run on monday morning for previous week. Email entered in the To/Cc will receive the weekly summary roll up report as well. (Select to Tech Mgr for manager to be included in individual tech report).
Please see THIS LINK on setting up call back criteria in eAuto