Overview
This report shows the activity of the technicians that service the machines at the stores.
This report works off the Completed Service Calls Call Activity not the Service order itself. The Calls have Call activity has to be Finalised/Completed.
This is because a service order can only have 1 Technician assigned to the overall order however, that service order may have multiple service call outs and those service call outs do not necessarily have to be the assigned technician on the service order.
So the service order can have many technicians work on it for various reasons.
The 'date' is selected reports on the date of the most recent activity on the service call is created that is usually when the workflow status on the service order is changed to 'assigned'. However, it will probably make more sense to use the date of the most recent .
So for each service order, for each finalised call activity for each technician the report uses the most recent date for that technician for that service call activity.
This Techinician Technician Productivity Report works off a Cube. Meaning that a task runs overnight and updates the cube with the days updated data.
Field Definitions on the Report:
Heading | Definition |
|---|---|
| Technician | Technician ID |
| Name | Name of the Technician |
| Orders | The Number of Service |
| Orders for that Technician (not the service calls) | |
| Calls | For the entire period/date range selected it is a sum of all the Service Calls |
| Days | Total Number of Days within the period that the tecnichian was active. Basically how many calls he worked on over the period |
| Incomplete | Where it has taken the technician more than 1 call activity to finish the call |
| Incomplete% | The number of Incomplete calls divided byTotal number of Calls X 100 |
Callback | Each market segment has 2 fields. 1 - call back max days 2 - call back max meter count. If the technician comes back before the maximum is met on these two fields then it is a call back |
Callback % | Number of Callbacks divided by total number of calls X 100 |
| Territory Integrity | Out of Territory. There is a field on the Service Order called 'Out of Territory'. If this check box is On then the technician is out of that territory. |
First Call Effective | Calls/D/Net divided by Calls/D/Gross X 100% |
Calls/D/Gross | Total number of Calls divided by total number of Days |
Calls/D/Nett | Total number of calls - any incomplete or - any calls back. Total number of successful calls |
| Parts/Call | The sum of all the parts used on a call activity multiplied by the Cost |
| Repair time/Call | Average repair time for each call |
| Travel Time/Call | Average travel time per call |
| Repair time/d | Average repair time per day |
| Travel time/d | Average travel time per day |
| Total time/d | Repair time/d Plus travel time/d |
Image of report result
The below is only an example
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Running the report
- In the Navigation panel, click on Reports then Form.
- In the list of reports find the category Service and then double click on Technician Productivity report
Select a parameter, some options may be as per image
Expand title Show me 
Click on Show Report Using Parameter, screen as per below will appear depending on the parameter select.
Expand title Show me 
Enter the Start Period and End Period
Click OK to run the report
- Result appears as above image (Image of report result) depending on parameters
- Click Save and Close
Use Case
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