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 SSRS Report (ID204). It details out for a technician the callbacks that were charged against him/her for the previous week.
The Callback Calls are pulling from eAuto settings. See THIS LINK for that set up.
Sample ID206/Call Back Detail:
**Please note tech and call listed in 2nd column is the actual call back**
1. Call Back Parameters shown based on your eAuto settings;
These settings are within eAuto at one of three levels (depending on how you set up). The system uses a simple logic for checking for Call Backs and Call Alerts.
First it checks the Equipment Record:
If this check mark is there… it will look at the Model Record.
Remember that is there is no check mark and zeros for a field, then the call backs and call alerts will be disabled.
This is the Model Record - you get here from Inventory/Model
If this is checked it uses the system defaults.
Remember if there is no check mark and zeros for a field, and then the call backs and call alerts will be disabled.
The system is set at options in the Tool/Options/Service Calls/Dispatch Console
Remember if there is no check mark and zeros for a field, then the call backs and call alerts will be disabled.
NEVER… EVER have zeros for your system settings.
SSRS Report is available to run as needed and subscription recipients will receive a weekly email containing report in excel format as well as a direct link to SSRS Report.