We use Domo here, but is there any way to provide a more accurate method of logging the performance of technicians?
At the moment, when viewing team performance, the best way to check the productivity of a technician is to check the invoices created. The issue with that, is that it is a log of the number of invoices created, but in the event that the invoice is for €0, we don’t know if that is because it was a warranty repair, a not repairable ticket, or was declined by the customer. So in essence this section provides only a vague idea of the actual performance of a technician.
Danny Hernandez commented
1. Would be nice to have time worked by technician versus time logged into tickets.
2. We do not compare tech performance based on invoiced time or products sold since most of our clients are on monthly recurring contracts. We do want to make sure that techs are not taking a long time to address the tickets.
3. Would like to see average ticket time per tech, average time before closing ticket, average tickets closed per day. I want this info on the tech "dashboard" so they see where they are at compared to last week or last month.