Customer and Technician Efficiency Reports

Our Customer and Technician Efficiency Reports reports are in a brand new category we’re calling Business Viability reports and are specifically designed to expose both strengths and weaknesses in your business’ efficiency and profitability.

Customer Efficiency Reports

The Customer Efficiency Report looks at each customer in regard to how they are matching up against your baseline. You can easily rank them by least and most efficient. This will quickly identify those clients that are expending far less of your resources than your baseline and, conversely, clearly expose which of your clients are likely the least profitable.

How is a Customer’s ‘Resource Efficiency’ calculated?

Our efficiency rating is calculated by taking the percentage difference between each of your Customer’s Average Time Per Ticket by Issue Type and the Company Average Time Per Ticket for that same Issue Type.

Similarly, the Customer’s total resource efficiency is calculated by taking the percentage difference between each of your Customer’s Total Average Time Per Ticket over the selected period and the Company’s total Average Time Per Ticket over that same period.

The exact calculation is:

Customer Efficiency Calculation

Where the averages are either by ticket issue type or the total average for that selected period.

How is ‘Total Time Spent’ calculated?

Total time spent is calculated by taking the total amount of time between when a ticket is first opened up until it’s marked with the ‘Resolved’ status.

Now, there may be specific ticket statuses, such as ‘Waiting on Customer’ that you wish to not include toward the ‘Total Time Spent’ metric. To this end, we’ve added an option to pause time tracking for specific ticket statuses.

Pausing by Ticket Status

To pause time tracking for specific ticket statuses, simply head to the new ‘Reports > Preferences’ option in your Admin settings, highlighted in the screenshot below.

Reports Preferences Settings

Generating a Report

Report Filters

Period

This allows you to set the time period in which you’d generate efficiency data for.

Please note: For performance optimization, we’ve limited the look back period for efficiency data to one year back.

Ticket Type Filter

This filter option lets you specify which of your Ticket Issue Types you’d like to generate efficiency data for.

Sort By

This filter option lets you define the sort order of the customer efficiency data generated. A brief description of each filter type can be found below.

  • Customer: Generates report data sorted by customer alphabetically.

  • Least and Most Average Time Spent: generates report data sorted by each customer’s total average open ticket time compared to the total company average time per ticket over the selected period.

  • Least and Most Efficient: generates report data sorted by each customer’s total efficiency percentage.

  • Least and Most Time Spent: generates report data sorted by the total open ticket time compared to the total company open ticket time over the selected period.

Please note: For performance optimization, a newly resolved ticket may take up to an hour after it’s marked ‘Resolved’ before it is reflected in the ticket efficiency reporting.

Company Averages

Upon generating the Customer Efficiency report, you’ll be presented with the Company Averages table. This represents your baseline for the selected period which we’ll compare each of your customer’s against in the generated report.

The Company Averages table breaks down the ticket count, average time per ticket, and total time spent across all of your customers for each ticket issue type selected, as well as the total across all ticket issue types selected.

You can select the ‘Ticket Count’ link for each Issue Type to easily view all tickets that were considered during the selected time frame when generating the report.

Customer Resource Efficiency rating on Customer detail page

We’ve added the option to easily view your customer’s resource efficiency rating without even having to generate a report. You’ll now be able to view each of your Customer’s Average Time Per Ticket and Resource Efficiency rating in the Overview section of the Customer detail page.

Technician Efficiency Reports

Similar to the Customer Efficiency reports, the Technician Efficiency Report is designed to showcase your baseline resolution times across each of your ticket types, and then compare that to each individual technician to see where they are performing, and more importantly, where they aren’t.

How is a Technician’s ‘Resource Efficiency’ calculated?

Our efficiency rating is calculated by taking the percentage difference between each of your Technician’s Average Time Per Ticket by Issue Type and the Company Average Time Per Ticket for that same Issue Type.

Similarly, the Technician’s total resource efficiency is calculated by taking the percentage difference between each of your Technician’s Total Average Time Per Ticket over the selected period and the Company’s total Average Time Per Ticket over that same period.

The exact calculation is:
Technician efficiency calculation

Where the averages are either by ticket issue type or the total average for that selected period.

Generating a Report

Report Filters

Period

This allows you to set the time period in which you’d generate efficiency data for.

Please note: For performance optimization, we’ve limited the look back period for efficiency data to one year back.

Ticket Type Filter

This filter option lets you specify which of your Ticket Issue Types you’d like to generate efficiency data for.

Sort By

This filter option lets you define the sort order of the customer efficiency data generated. A brief description of each filter type can be found below.

  • Technician: Generates report data sorted by each of your technician’s alphabetically.

  • Least and Most Average Time Spent: generates report data sorted by each technician’s total total time spent on tickets assigned to them compared to the total company average time per ticket over the selected period.

  • Least and Most Efficient: generates report data sorted by each technician’s total efficiency percentage.

  • Least and Most Time Spent: generates report data sorted by the technician’s total open ticket time compared to the total company open ticket time over the selected period.

Please note: For performance optimization, a newly resolved ticket may take up to an hour after it’s marked ‘Resolved’ before it is reflected in the ticket efficiency reporting.