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First Call Arrival Time Variance KPI is 0% in Technician Performance Board reportLast updated on 11/03/2021

This article explains why the First Call Time Variance KPI is appearing as 0% when running the Technician Performance Board report.

Problem

It is not clear why the First Call Time Variance KPI in the Technician Performance Board report sometimes appears as 0%. This happens if technician shifts have not been created for the technician.

Solution

  1. Create available technician shifts

  2. Rerun Technician Performance Board report

Create available technician shifts

ServiceTitan uses available technician shifts to determine what technician start times should be and therefore to calculate the First Call Arrival Time Variance KPI. Without available shifts the KPI will appear as 0%.

  1. Navigate to Schedule > Technician Shifts

  2. Create available technician shifts for all technicians

For more information on creating technician shifts, please review “Use Technician Shifts”.

Rerun Technician Performance Board report

Once available technician shifts have been created for all technicians in the selected date range on the report, rerun the report to see the updated percentage in the KPI.

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