Service Titan Knowledge Base

Dispatcher Performance Report GuideLast updated on 03/22/2022

Purpose of the Dispatcher Performance Report:

This report provides an overview of how each business unit is performing and how individual dispatchers are performing. Data in this report is based on jobs created within the report date range.


Common uses for this report:

  • Use this report to view job totals, revenue, cancellations (before and after dispatch), conversion rate, sold estimates, leads, recalls, and other data.


How to find this report:

Click Reports > Search Dispatcher Performance > Click the report name. Then you will be able to set filters and run the report.


Report filters

Business Unit

Filter by business unit. This report can be run by a single business unit or all business units.

Date Range

Filter by date range. Use the From and To fields to set a custom date range.


View or download the report

Click Update to view the report.

The report can be downloaded in three different formats:

  • Download PDF

  • Export to Excel (*.xlsx) (click the dropdown arrow next to Download PDF)

  • Export to Comma separated (*.csv) (click the dropdown arrow next to Download PDF)


Explanation of report columns

In the report, you can view jobs grouped by business unit or by dispatcher.

The report includes the following columns:

(Report columns - by Business Unit)

Business Unit

Business unit under which the job was performed.

Jobs Assigned

Total jobs assigned to a business unit, within the report date range.

Calculation - Jobs Assigned: [Total jobs assigned to a business unit]

Avg. Distance

Average distance the technician drives to a job.

Calculation - Avg. Distance: [Total distance from the technician’s GPS location, to the location of the destination]

On Time (#)

Total number of jobs where the technician arrived on time.

Calculation - On Time (#): [Total number of on-time jobs]

On Time %

Percentage of the total number of jobs where the technician arrived on time out of the total number of jobs dispatched.

Calculation - On time %: [Total on-time jobs] / [Total dispatched jobs] *100.

Cancellation (#)

Total number of canceled jobs.

Calculation - Cancellation (#): [Total canceled jobs]

(Report columns continued - by Business Unit)

Cancellation %

Percentage of jobs canceled, out of the total number of jobs booked by the dispatcher.

Calculation - Cancellation %: [Total jobs canceled] / [Total booked jobs] *100.

Before Dispatch (#)

Total number of jobs booked by the dispatcher that were canceled before dispatch.

Calculation - Before Dispatch (#): [Total jobs canceled before dispatch]

Before Dispatch %

Percentage of jobs canceled before dispatch, out of the total number of jobs booked by the dispatcher.

Calculation - Before Dispatch %: [Total jobs canceled before dispatch] / [Total booked jobs] *100.

After Dispatch (#)

Total number of jobs booked by the dispatcher that were canceled after dispatch.

Calculation - After Dispatch (#): [Total jobs canceled after dispatch]

After Dispatch %

Percentage of jobs canceled after dispatch, out of the total number of jobs booked by the dispatcher.

Calculation - After Dispatch %: [Total jobs canceled after dispatch] / [Total booked jobs] *100.

(Report columns - by Dispatcher)

Dispatcher

The name of the office employee who assigns the technician to a job.

Jobs Dispatched

Total number of dispatched jobs, within the report date range.

Calculation - Jobs Dispatched: [Total number of dispatched jobs]

Avg. Distance

Average distance the technician drives to a job.

Calculation - Avg. Distance: [Total distance from the technician’s GPS location, to the location of the destination]

On Time (#)

Total number of jobs where the technician arrived on time.

Calculation - On Time (#): [Total on-time jobs]

On Time %

Percentage of the total number of job where the technician arrived on time out of the total number of dispatched jobs.

Calculation - On Time %: [Total on-time jobs by dispatcher] / [Total dispatched jobs] *100.

(Report columns continued - by Dispatcher)

Cancellation (#)

Total number of job cancellations by the dispatcher, within the report date range.

Calculation - Cancellation (#): [Total number of job cancellations]

Cancellation %

Percentage of jobs canceled by the dispatcher, out of the total number of jobs booked by the dispatcher.

Calculation - Cancellation %: [Total jobs canceled] / [Total booked jobs] *100.

Revenue

Total revenue for completed jobs, based on invoice subtotals. The job must be completed within the report date range.

Calculation - Revenue: [Invoice subtotals for all completed jobs]. Trigger: Job completed (invoice subtotal does not need to be above the sold threshold).

Total Job Avg.

Total average for completed, converted jobs, based on invoice subtotals. The job must be completed within the report date range.

Calculation - Total Job Avg.: [Invoice subtotals for completed, converted jobs] / [Total number of completed, converted jobs]. Trigger: Job completed, Job converted (invoice subtotal must be above the sold threshold).

Conversion Rate

Job conversion rate for your technicians. This is the percentage of converted jobs (jobs above the job sold threshold), out of all potentially convertible jobs. All jobs are considered convertible except for Recall, Warranty, or No Charge jobs. The conversion rate takes into account completed jobs only.

Calculation - Conversion rate: [Total number of completed, converted jobs] / [Total number of completed, convertible] *100%. Trigger: Job completed (convertible or converted jobs only).

(Report columns continued - by Dispatcher)

Sold Estimates (#)

Total number of sold estimates, within the report date range.

Calculation - Sold Estimates (#): [Total number of sold estimates]

Sold Estimates ($)

Revenue generated from sold estimates, within the report date range.

Calculation - Sold Estimates ($): [Total revenue generated from sold estimates]

Sold Estimate Avg.

Total average revenue generated from sold estimates, out of the total number of sold estimates, based on the report date range.

Calculation - Sold Estimate Avg.: [Total revenue generated from sold estimates] / [Total number of sold estimates]

Leads (#)

Total number of leads that are handled by the dispatcher, within the report date range. An incoming call is counted as a lead when a customer fully intending to hire someone calls in, and the call lasts over 60 seconds.

Calculation - Leads (#): [Total number of leads]

Leads ($)

Revenue generated from leads sold, within the report date range.

Calculation - Leads ($): [Total revenue generated from leads sold]

(Report columns continued - by Dispatcher)

Lead Sales

Total number of jobs assigned by the dispatcher that resulted in a lead with a sold estimate, within the report date range.

Calculation - Lead Sales: [Total number of leads with a sold estimate]

Lead Conv. Rate

Total number of leads with a sold estimate, out of the total number of leads that are handled by the dispatcher, within the report date range.

Calculation - Lead Conv. Rate: [Total number of leads with a sold estimate] / [Total number of leads] *100%.

Recalls (#)

Total number of completed jobs where a recall job has been created, within the report date range.

Calculation - Recalls (#): [Total number of completed jobs where a recall job has been created]. Trigger: Job completed (invoice subtotal does not need to be above the sold threshold), Recall job created.

Recalls %

Percentage of jobs booked by the dispatcher that are marked as Recall, within the report date range.

Calculation - Recalls %: [Total recall jobs] / [Total dispatched jobs] *100%.



Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.