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ID206 - Call Back Detail SSRS Overview & Sample

Weekly list of Call Backs with tech, days and clicks between calls with service call detail

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Overview

Overview

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. The report shows details for technician callbacks charged against him/her for the previous week based on criteria set in eAuto.

 

Run Schedule: Mondays AM

Type of Output: Email/On Demand Report

 

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Sample

Sample

ID206Sample.PNG

 

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Variables

Variables

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Variable W: Branch numbers alert fires on (list multiple branches separate by commas). Leave blank for ALL branches.

 

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Alert Functionality

Alert Functionality

-We are not determining/calculating if call is considered a Call Back. We are only reporting back what eAuto has flagged as a Call Back. Only Corrective Maintenance Category Code Call Types are considered for Call Backs by eAuto.

**The only exception to this is if you are using alternative automation (like our ID167) to modify the Call Back data to calculate Call Backs based on other Call Type Categories (i.e. Preventative Maintenance).

CallTypeCategory.PNG

-See THIS LINK for detailed explanation of how eAuto determines call backs.

-For a call to be flagged as a call back, it must have been:

*less than the number of days in the call back criteria AND

*under the set number of clicks (clicks produced are calculated by eAuto from default meter on Equipment Record)

ID206DefaultMeter.PNG

To be a Call Back the Call MUST BE under the number of days. However, a call under the number of days may be DISQUALIFIED based on having met the click target. No such thing as a Call Back based only on clicks.

When the call is entered in eAuto, the call back flag is based solely on the number of days since the last call. When the service tech enters the meter reading on the call, if the number of clicks exceeds the call back threshold, the call back flag will be removed. So only calls meeting both criteria will be flagged as call backs.

 

Report explained

Report explained:

ID206FieldsExplained.PNG

 

The tech listed in header: (i.e. Britney Speers) is the tech responsible for the call back (tech on first call). The tech name showing on the second call (current call flagged as callback) reflect tech who completed second call.

Closed Default Meter: this is meter provided by tech at completion of service call and is the default meter listed on Equipment Record:

ID206DefaultMeter.PNG

 

Clicks Between Call: we show the clicks between calls based on default meter, then in parentheses show B\W and Color clicks between calls

Example: 12635 (BW: 8379 Color: 4256)

12635 is total clicks for default meter

8379 is total B\W clicks

4256 is total color clicks

 

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Best Practices & Tips

Best Practices & Tips

-If you wish to print the report, the default print Size is 11x17

-This is 1 of 4 (others ID205 ID207 ID372) subreports in ID204/Tech Activity Report

and can be accessed from your

(1) ID204 Tech Productivity Report by clicking on a cell entry hyperlink

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OR

(2) you can run directly from SSRS Reports: Technician Productivity Callback - ID206

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On Demand Report Filters

On Demand Report Filters

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From / To Date: This filter will consider the 2nd completed call date

Selected Model Make(s): Use drop down to narrow filter to specified Model Makes (can select multiple)

Selected Technician(s): Use drop down to narrow filter by tech (can select multiple). Tech considered is the tech on the current call

Call Category Type(s): The report includes filter by Call Category because some clients use automation (like our ID167) to modify the Call Back data to calculate Call Backs based on other Call Type Categories (i.e. Preventative Maintenance).

 

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Related Alerts

Related Alerts

ID101 - Excessive Service Calls or Call Backs

ID167 - Set Callback on Clicks and Days Between Calls for Call Type category(s) other than CM

ID204 - Tech Productivity Report

ID572 - Service Calls that Qualify as Call Backs

ID651 - Call Back Analysis Report

 

 

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