Technician Performance Report (IT Departments)

This report analyzes your technicians by performance.

This article describes:

• What is in the Technician Performance report
• Generating a Technician Performance report
  • Exporting the report
• Scheduling a Technician Performance report
  
  • Editing the report schedule

The Technician Performance Report

This report shows the following information:

Summary

The first section of the report displays summary information:

• Assigned: The number of tickets assigned to the technician during the selected time period.
• Closed: The number of tickets closed by the technician during the selected time period.
• Reopened: The number of tickets reopened by the technician during the selected time period.
• Average Close Time: The average time it took the technician to close tickets assigned to them during the selected time period.
• Average First Response: The average time it took the technician to first respond to tickets assigned to them during the selected time period.
• Average Work Time per Ticket: The average time spent working on a ticket by the technician during the selected time period.
  Note: Average Work Time Per Ticket is calculated by dividing the total time worked on a ticket by the number of time entries added to the ticket, and taking the sum of the results and dividing by the number of tickets in the time period.
  For example, you spent 10 hours working on Ticket A with 5 time entries and 20 hours working on Ticket B with 2 time entries. Dividing the total time worked on each ticket by their respective time entries means we'll get 10/5 = 2 (for Ticket A) and 20/2 = 10 (for Ticket B). Then we take the sum and divide by the number of tickets in the time period.
  Therefore, the Average Work Time Per Ticket is 12/2 = 6 hours

Tickets by Product 

This section of the reports displays the proportion of tickets by 'Product Type' custom field.

Reopen Tickets by Product

This section of the reports displays the proportion of tickets by 'Product Type' custom field that were reopened after being resolved.

Average Time Entry Duration by Product

This section of the reports displays the proportion of time entry durations by 'Product Type', displayed in minutes.

Tickets by Source 

This section of the reports displays the proportion of tickets opened by source (phone, chat, scheduled tickets, email, API, and Customer Portal).

Tickets by Priority

This section of the reports displays the proportion of tickets by priority (Critical, High, Medium, and Low). 

Technician Rating

The score is generated based on the satisfaction survey filled out by end users once tickets are resolved/closed. See how to automate sending a customer/site survey

Generate a Technician Performance Report

To run the Technician Performance report:

1. From Reports, on the side panel, click Technician Performance.

The Technician Performance Report page appears.

2. Select the report parameters:

• Time Period: Today, Yesterday, Last 7 Days, Last 30 Days, Last 60 Days, Last 120 Days, This Month, Last Month, Last Two Months, or Custom Range
  Note: Last X Days refers to the previous X days while the Last X Months refers to the previous X calendar months. For example, if you select Last 60 Days on June 15th, the period will be April 17 - June 15. If you select Last Two Months on June 15th, the period will be April 1 - May 31.
• Technician Name

3. Click Generate. The Technician Performance report displays (see What is in the Technician Performance report).

To export the Technician Performance report:

Click the Export dropdown, in the upper-right corner of the report, and select Excel or PDF.

Schedule a Technician Performance Report

To schedule the Technician Performance report:

1. From Reports, on the side panel, click Technician Performance.

The Technician Performance Report page appears.

2. Click the Schedule Report tab.

3. Select the report parameters:

• Time Period: Today, Yesterday, Last 7 Days, Last 30 Days, Last 60 Days, Last 120 Days, This Month, Last Month, Last Two Months, or Custom Range
  Note: Last 60 Days refers to the previous 60 days while the Last Two Months refers to the previous two calendar months. For example, if you select Last 60 Days on June 15th, the period will be April 17 - June 15. If you select Last Two Months on June 15th, the period will be April 1 - May 31.
• Technician Name

4. Click Schedule. The Add Report Schedule window appears:

• Give the scheduled report a clear, concise description.
• Select the Technician Name(s).
• You can schedule weekly and/or monthly reports.
  
  • For Weekly, select the day, hour and frequency.
  • For Monthly, select the date and hour.

• Click Apply. The schedule will appear in the Add Report Schedule window.

6. Click Apply.

Done! The scheduled report appears in the Schedule Report tab.

To edit the Technician Performance report schedule:

The scheduled report can be edited. You can edit the Configuration (Description, Technician Name(s), and schedule) as well as the Filters (Time Period and Technician Name).