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Technician Report View

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Overview

Technician Reports provide insights into field technician performance, productivity, and utilization. These reports help managers identify top performers, training needs, and optimization opportunities.
Regular review of technician performance metrics helps improve service quality, identify coaching opportunities, and ensure workload balance.

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When to Use Technician Reports

Generate reports for:
  • Performance Reviews - Supporting employee evaluations
  • Capacity Planning - Understanding utilization and availability
  • Quality Monitoring - Tracking first-time fix rates and callbacks
  • Workload Analysis - Balancing work across the team
  • Compensation Decisions - Data for bonus or raise discussions

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Available Reports

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Productivity Report

Measures work output and efficiency:

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Quality Report

Measures service quality:

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Utilization Report

Measures time usage:

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Revenue Report

Measures revenue contribution:

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Generating Reports

1

Navigate to Reports

Go to Workforce > Technician Report
2

Select Report Type

Choose productivity, quality, utilization, or revenue
3

Set Date Range

Define the reporting period
4

Select Technicians

Choose individual, team, or all technicians
5

Apply Filters

Add any additional filters (branch, work type, etc.)
6

Generate Report

Run the report
7

Export if Needed

Download as PDF, Excel, or CSV

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Filter Options

Compare metrics across time periods to identify trends. Month-over-month or year-over-year comparisons reveal improvement or decline.

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Key Performance Indicators

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Recommended KPIs

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Benchmarking

Compare technicians against:
  • Team average
  • Company average
  • Historical performance
  • Industry benchmarks
KPI targets should be realistic and achievable. Set targets based on current performance levels and improve gradually.

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Using Reports Effectively

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For Performance Management

  • Review reports before one-on-ones
  • Identify specific examples for feedback
  • Track improvement over time
  • Document performance for reviews

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For Training Decisions

  • Identify skills gaps from quality metrics
  • Target training based on callback reasons
  • Match new technicians with top performers

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For Capacity Planning

  • Understand actual vs available capacity
  • Identify over or underutilized technicians
  • Plan hiring based on utilization trends
  • Balance workload across team

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For Compensation

  • Use objective metrics for bonus calculations
  • Support promotion decisions with data
  • Identify top performers for recognition

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Best Practices

Review reports weekly for operational issues, monthly for trends, quarterly for strategic planning.
Numbers alone don’t tell the whole story. Consider factors like territory difficulty, job complexity, and experience level.
Use the same metrics and definitions over time. Changing how you measure makes comparison meaningless.
Share aggregate metrics with the team. Individual metrics are for private performance discussions.
Reports are only valuable if you take action. Use insights to drive improvement.
Design metrics that can’t easily be gamed. Multiple complementary metrics provide a complete picture.

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Common Questions

Utilization = Billable Hours / Available Hours. Available hours exclude scheduled time off and non-work days.
A job completed without requiring a return visit for the same issue within a defined period (typically 30 days).
Permissions control this. Many organizations show technicians limited metrics to encourage self-improvement.
Weight metrics by job type or expected duration. Alternatively, compare technicians working similar jobs.
Exclude very new technicians from comparisons or set different expectations during ramp-up periods.
Yes, configure scheduled reports to be generated and emailed automatically at regular intervals.

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Related Documentation

Technicians

Managing technician profiles

Time Tracking

Time entry and tracking

Work Orders

Work order completion

Completed Work Orders

Analyzing completed work