> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fentufsm.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Technician Reports

> Performance and productivity reporting for field technicians

<img src="https://mintcdn.com/fentu/U6fCSxeDS0owwc1L/images/fentu-fsm/workforce/technician-report.png?fit=max&auto=format&n=U6fCSxeDS0owwc1L&q=85&s=1d41d4e05affb74887f9f20ab6f73f86" alt="Technician Report View" width="1280" height="720" data-path="images/fentu-fsm/workforce/technician-report.png" />

## Overview

Technician Reports provide insights into field technician performance, productivity, and utilization. These reports help managers identify top performers, training needs, and optimization opportunities.

<Note>
  Regular review of technician performance metrics helps improve service quality, identify coaching opportunities, and ensure workload balance.
</Note>

## 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

***

## Available Reports

### Productivity Report

Measures work output and efficiency:

| Metric                    | Description                   |
| ------------------------- | ----------------------------- |
| **Work Orders Completed** | Number of jobs finished       |
| **Tasks Completed**       | Total tasks performed         |
| **Billable Hours**        | Hours charged to customers    |
| **Jobs per Day**          | Average daily completion rate |
| **Drive Time**            | Time spent traveling          |
| **Work Time**             | Time spent on site            |

### Quality Report

Measures service quality:

| Metric                  | Description                         |
| ----------------------- | ----------------------------------- |
| **First-Time Fix Rate** | Jobs resolved on first visit        |
| **Callback Rate**       | Jobs requiring return visits        |
| **Customer Ratings**    | Average customer satisfaction score |
| **Complaints**          | Number of customer complaints       |
| **Rework Orders**       | Jobs needing rework                 |

### Utilization Report

Measures time usage:

| Metric                 | Description                      |
| ---------------------- | -------------------------------- |
| **Utilization Rate**   | Billable hours / available hours |
| **Schedule Adherence** | Appointments kept vs scheduled   |
| **Travel Efficiency**  | Work time vs total time          |
| **Overtime Hours**     | Hours beyond standard schedule   |
| **Idle Time**          | Unscheduled/unproductive time    |

### Revenue Report

Measures revenue contribution:

| Metric               | Description                |
| -------------------- | -------------------------- |
| **Labor Revenue**    | Revenue from labor charges |
| **Parts Revenue**    | Revenue from parts used    |
| **Total Revenue**    | Combined revenue generated |
| **Average Ticket**   | Average revenue per job    |
| **Revenue per Hour** | Revenue efficiency         |

***

## Generating Reports

<Steps>
  <Step title="Navigate to Reports">
    Go to Workforce > Technician Report
  </Step>

  <Step title="Select Report Type">
    Choose productivity, quality, utilization, or revenue
  </Step>

  <Step title="Set Date Range">
    Define the reporting period
  </Step>

  <Step title="Select Technicians">
    Choose individual, team, or all technicians
  </Step>

  <Step title="Apply Filters">
    Add any additional filters (branch, work type, etc.)
  </Step>

  <Step title="Generate Report">
    Run the report
  </Step>

  <Step title="Export if Needed">
    Download as PDF, Excel, or CSV
  </Step>
</Steps>

### Filter Options

| Filter              | Purpose                    |
| ------------------- | -------------------------- |
| **Date Range**      | Specific time period       |
| **Technician**      | Individual or group        |
| **Team**            | Team-based filtering       |
| **Branch**          | Location filtering         |
| **Work Order Type** | Type of work performed     |
| **Customer**        | Customer-specific analysis |

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

***

## Key Performance Indicators

### Recommended KPIs

| KPI                     | Target Range      | Why It Matters                                 |
| ----------------------- | ----------------- | ---------------------------------------------- |
| **First-Time Fix Rate** | 80-90%            | Measures job quality and customer satisfaction |
| **Utilization Rate**    | 70-85%            | Indicates efficient use of technician time     |
| **Jobs per Day**        | Industry specific | Measures throughput and efficiency             |
| **Customer Rating**     | 4.5+ out of 5     | Reflects service quality perception            |
| **Schedule Adherence**  | 90%+              | Shows reliability and planning accuracy        |

### Benchmarking

Compare technicians against:

* Team average
* Company average
* Historical performance
* Industry benchmarks

<Info>
  KPI targets should be realistic and achievable. Set targets based on current performance levels and improve gradually.
</Info>

***

## Using Reports Effectively

### For Performance Management

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

### For Training Decisions

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

### For Capacity Planning

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

### For Compensation

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

***

## Best Practices

<AccordionGroup>
  <Accordion title="Regular Review Cadence" icon="calendar">
    Review reports weekly for operational issues, monthly for trends, quarterly for strategic planning.
  </Accordion>

  <Accordion title="Context Matters" icon="info-circle">
    Numbers alone don't tell the whole story. Consider factors like territory difficulty, job complexity, and experience level.
  </Accordion>

  <Accordion title="Consistent Measurement" icon="ruler">
    Use the same metrics and definitions over time. Changing how you measure makes comparison meaningless.
  </Accordion>

  <Accordion title="Share Appropriately" icon="share">
    Share aggregate metrics with the team. Individual metrics are for private performance discussions.
  </Accordion>

  <Accordion title="Act on Insights" icon="bolt">
    Reports are only valuable if you take action. Use insights to drive improvement.
  </Accordion>

  <Accordion title="Avoid Gaming" icon="shield">
    Design metrics that can't easily be gamed. Multiple complementary metrics provide a complete picture.
  </Accordion>
</AccordionGroup>

***

## Common Questions

<AccordionGroup>
  <Accordion title="How is utilization calculated?" icon="question">
    Utilization = Billable Hours / Available Hours. Available hours exclude scheduled time off and non-work days.
  </Accordion>

  <Accordion title="What counts as first-time fix?" icon="question">
    A job completed without requiring a return visit for the same issue within a defined period (typically 30 days).
  </Accordion>

  <Accordion title="Can technicians see their own reports?" icon="question">
    Permissions control this. Many organizations show technicians limited metrics to encourage self-improvement.
  </Accordion>

  <Accordion title="How do I account for different job complexities?" icon="question">
    Weight metrics by job type or expected duration. Alternatively, compare technicians working similar jobs.
  </Accordion>

  <Accordion title="What about new technicians?" icon="question">
    Exclude very new technicians from comparisons or set different expectations during ramp-up periods.
  </Accordion>

  <Accordion title="Can I schedule automatic reports?" icon="question">
    Yes, configure scheduled reports to be generated and emailed automatically at regular intervals.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Technicians" icon="user-gear" href="/workforce/technicians/technician-management">
    Managing technician profiles
  </Card>

  <Card title="Time Tracking" icon="clock" href="/service-management/time">
    Time entry and tracking
  </Card>

  <Card title="Work Orders" icon="clipboard-list" href="/work-orders/work-orders">
    Work order completion
  </Card>

  <Card title="Completed Work Orders" icon="check-circle" href="/work-orders/completed-work-orders">
    Analyzing completed work
  </Card>
</CardGroup>