Overview
The Dispatch Pro Technician Performance report template lets you build custom reports on your technicians' performance metrics. Running this report gives you insight into how technician ranking is done by Titan Intelligence. This helps you create opportunities for coaching, as well as achieve revenue goals.
Who uses this feature
Administrators, managers, and dispatchers
Primarily for Residential Service and Replacement business types
Feature configuration
Account configuration is required to use the Dispatch Pro Technician Performance report template. Please contact Technical Support for details.
To get started with Dispatch Pro, review pricing and select your package here. You can also request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Creating custom reports is available only to contractors on the Works package or Legacy/Non-Packaged contractors. Contractors on the Starter and Essentials packages have access to built-in reports.
Things to know
Dispatch Pro only works with managed technicians.
The Dispatch Pro Technician Performance report only updates once per hour. After you make and save changes to your technician ranking settings, wait at least one hour before running the report to see the results update.
The underlying data on jobs and leads completed and sold updates once a day.
Reporting Dictionary If you're unsure which columns you want to include in your report, use the Reporting Dictionary to search for appropriate data fields.
You can use this template to create as many custom reports as you need. Each report created from the template is independent and can be run or scheduled without needing to recreate it from the original template.
Best practices
If you already have an internal system for ranking technicians, use the Dispatch Pro Technician Performance report to compare your internal rankings to Dispatch Pro's rankings for each job type and technician. This helps you figure out how to adjust your Dispatch Pro technician ranking settings to calculate technician performance the way you want it to.
Use cases
Build dispatcher trust: Dispatch Pro assigns the highest value job to the highest ranking technician and then works its way down the list. If your dispatchers want to learn why Dispatch Pro assigns certain jobs to certain technicians, use this report to show them how Dispatch Pro is ranking technicians.
Choose optimal technician ranking settings: Use this report to test different values in your Dispatch Pro technician ranking settings. When you make changes, see how they affect technician ranking in this report.
Manually assign jobs: If you have jobs that aren't run through Dispatch Pro, dispatchers can use this report to help determine which technicians to assign to different job types.
Create a Dispatch Pro Technician Performance report
Follow the steps to create a custom report. For the report type, click Others. For the report template, click Reports / Dispatch Pro Technician Performance Report.
The template has the following columns selected by default:
Job Type: Job type used on the job.
Technician Name: Name of the technician.
Business Unit: The business refers to the type of work or service the technician performs.
Technician Job Score: The multiplication of [conversion rate job score] times [average ticket job score]. Range: 0-1000%. The score is dependent upon Setting 5.2 in Dispatch Pro technician ranking settings.
Technician Lead Score: The multiplication of [conversion rate lead score] times [average ticket lead score]. Range: 0-1000%. The score is dependent upon Setting 5.2 in Dispatch Pro technician ranking settings.
Conversion Rate Job Score: The formula is [jobs sold] > [Sold Threshold] divided by [jobs completed (excluding recall/warranty)]. Range: 0-100%.
Note: If the Sold Threshold is set too high or low, for example $20 or $20,000, a fallback value of $100 is applied to maintain reliable tracking.
Conversion Rate Lead Score: The formula is [leads sold] > [Sold Threshold] divided by [jobs completed]. Range: 0-100%.
Note: If the Sold Threshold is set too high or low, for example $20 or $20,000, a fallback value of $100 is applied to maintain reliable tracking.
Average Ticket Job Score: The formula is [technician's average ticket] divided by [job type median average ticket]. Range: 0-1000%.
Average Ticket Lead Score: The formula is [technician's lead average ticket] divided by [job type median lead average ticket]. Range: 0-1000%.
Jobs Completed Job Conversion Rate Last 30 Days: The short-term performance of the number of jobs technicians completed in the last 30 days. Excludes recall and warranty Jobs.
Jobs Completed Job Conversion Rate Last 12 Months: The long-term performance of the number of jobs technicians completed in the last 12 months. Excludes recall and warranty Jobs.
Jobs Completed Lead Conversion Rate Last 30 Days: The short-term performance of the number of Technician-Generated Lead (TGL) jobs completed in the last 30 days. Includes recall and warranty Jobs.
Jobs Completed Lead Conversion Rate Last 12 Months: The long-term performance of the number of Technician-Generated Lead (TGL) jobs completed in the last 12 months. Includes recall and warranty Jobs.
Jobs Sold Job Average Ticket Last 30 Days: The short-term performance of the number of jobs technicians sold in the last 30 days. Excludes recall and warranty Jobs.
Jobs Sold Job Average Ticket Last 12 Months: The long-term performance of the number of jobs technicians sold in the last 12 months. Excludes recall and warranty Jobs.
Jobs Sold Lead Average Ticket Last 30 Days: The short-term performance of the number of Technician-Generated Lead (TGL) jobs sold in the last 30 days. Includes recall and warranty Jobs.
Jobs Sold Lead Average Ticket Last 12 Months: The long-term performance of the number of Technician-Generated Lead (TGL) jobs sold in the last 12 months. Includes recall and warranty Jobs.
Run a report
After you create and save a report for Dispatch Pro Technician Performance, you can run the report to see how your technicians are performing:
From the Date dropdown, select the time range for which you want to run the report.
(Optional) From the Business Unit dropdown, select the specific business unit for which you want to run the report.
Note: Multiple business units can be selected if needed.
Tip: Click Filter from the Business Unit dropdown field, to filter a report by Business Name, State, City, Trade, Division, or Branch.
Click Run Report.
The report returns with results. Each row in the report represents an individual technician.
You can export the report, edit the columns shown in the report, and drag column headers to group by that column. For more, see Run, filter, and export reports.
