Service Titan Knowledge Base

Team Performance Board Report GuideLast updated on 03/22/2022

Purpose of the Team Performance Board Report:

This report provides an overview of technician performance, broken down by team. Data is based on job completion dates.

Common uses for this report:
  • Use this report to view revenue goal, actual revenue, total number of jobs completed, close rate (conversion rate), job average, customer survey information, and other data.

How to find this report:

Click Reports> Search Team Performance Board> 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 Build 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

The report includes the following columns:

(Report columns)

Name

Technician name.

Goal Revenue

The technician’s revenue goal for the duration of the report date range.

Calculation - Goal Revenue:[Daily revenue goal] x [Number of days within the report date range]

How to configure - Daily Goals:The technician’s daily revenue goal is configured in Settings > Technicians > Edit Technician > Daily Goal.

Actual Revenue

Total revenue for all jobs completed, based on invoice subtotals.

Calculation - Actual Revenue:[Sum of invoice subtotals for all jobs completed by technician]. If there are splits, the technician will be credited for the percentage of the split: [Invoice subtotal] x [Technician split]. For example, two technicians work on a job and each is given a 50% split. The invoice subtotal is $1,000.00. Each technician will be credited with $500.00 in the Actual Revenue total.

+/- Goal

Percentage of revenue that either exceeded or missed the technician’s revenue goal. If the technician exceeded the revenue goal, the percentage will appear as a positive amount. If the technician missed the revenue goal, the percentage will appear as a negative amount.

Calculation - +/- Goal:([Actual Revenue] - [Goal Revenue]) / [Goal Revenue] *100%.

Jobs Dispatched

Total number of jobs to which the technician was dispatched within the report date range.

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

Jobs Completed

Total number of jobs completed by the technician within the report date range. This total includes convertible and unconvertible jobs.

Calculation - Jobs Completed:[Total number of completed jobs]

Convertible

Total number of jobs that the technician can potentially convert into a sold job, within the report date range. A job is considered a convertible job if it is not marked as No Charge,Recall, or Warranty job.

  • If the invoice amount exceeds the sold threshold, a job is always considered a convertable job, even if it is marked as No Charge,Recall, or Warranty job.

Calculation - Convertible:[Total number of jobs not marked as No Charge,Recall, or Warranty job, or with an invoice amount that exceeds the sold threshold]

(Report columns continued)

Sold

Total number of convertible jobs with invoice subtotals greater than or equal to the sold threshold, within the report date range. This total excludes estimates.

Calculation - Sold:[Total number of convertible jobs greater than or equal to the sold threshold]

How to configure - Sold Threshold:The default sold threshold is $50.00 (the standard fee for a technician call). To adjust your default sold threshold, contact your success or implementation manager to configure your account.

Unsold

Total number of convertible jobs with invoice subtotals less than the sold threshold, within the report date range.

Calculation - Unsold:[Total number of convertible jobs less than the sold threshold]

How to configure - Sold Threshold:The default sold threshold is $50.00 (the standard fee for a technician call). To adjust your default sold threshold, contact your success or implementation manager to configure your account.

Unconvertible

Total number of jobs that have no impact on the technician’s close rate (conversion rate). A job is considered an unconvertible job if it is marked as No Charge,Recall, or Warranty job and the invoice amount is less than the sold threshold.

Calculation - Unconvertible:[Total number of jobs, with an invoice amount less than the sold threshold, marked as No Charge,Recall, or Warranty job]

Close Rate

The technician’s conversion rate, within the report date range.

Calculation - Close Rate:[Sold] / [Convertible] *100%.

Job Avg

The average invoice subtotal for all jobs completed by the technician, within the report date range.

Calculation - Job Avg:[Actual Revenue] / [Sold]

Wip

Total revenue for all jobs assigned to the technician that do not have a status of Completed or Cancelled, within the report date range.

Calculation - Wip:[Sum of revenue for all jobs that are not completed or cancelled]. If there are splits, the technician will be credited for the percentage of the split: [Job total revenue] x [Technician split]. For example, two technicians are assigned to a job that is not completed or cancelled, and each is given a 50% split. The job total is $1,000.00. Each technician will be credited with $500.00 in the Wip column.

# of Survey

Total number of closed (completed) customer surveys, for jobs completed within the report date range.

% Use Again

Percentage of customers who indicated they will use the service again. This percentage is pulled from closed (completed) customer surveys, within the report date range.

Calculation - % Use Again:[Number of customers who indicated they will use the service again] / [# of Survey]

Explanation of report totals

This report includes individual team totals, as well as totals for all teams. Team totals can be found at the bottom of the team section. Totals for all teams can be found at the bottom of the report.

(Report totals)

Total +/- Goal

Percentage of total revenue that either exceeded or missed the total revenue goal for all technicians. If technicians exceeded the revenue goal, the percentage will appear as a positive amount. If technicians missed the revenue goal, the percentage will appear as a negative amount.

Calculation - Total +/- Goal:([Total Actual Revenue] - [Total Goal Revenue]) / [Total Goal Revenue] *100%.

Total Close Rate

Total conversion rate for all technicians, within the report date range.

Calculation - Total Close Rate:[Total Sold] / [Total Convertible] *100%.

Total Job Avg

The average invoice subtotal for all completed jobs, within the report date range.

Calculation - Total Job Avg:[Total Actual Revenue] / [Total Sold]

All Other Total Amounts

All other total amounts are calculated by taking the sum of the entire column.


FAQ

How do I set up teams?
  1. Navigate to Settings > Technicians.

  2. Click the Edit Pencil next to any technician.

  3. The Team field is located under the Profile tab.

  4. Enter the desired team name in the Team field.

    • If the team already exists, a dropdown will appear with the team name.

    • If the team does not yet exist, the new team will be created when you save the technician profile.

  5. Click Save. The team will appear on the Dispatch Board. All technicians assigned to the team appear under the team name.



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