Track and analyze service call metrics, response times, and maintenance effectiveness to optimize equipment uptime and customer satisfaction. Focus on service request patterns, technician productivity, and maintenance compliance.
Report Objective
Monitor and evaluate service call performance metrics, maintenance compliance, and equipment reliability on a weekly basis. Track trends in response times, first-time fix rates, and preventive maintenance completion to ensure optimal equipment uptime and customer satisfaction.
Service Call Volume and Response Times
Line chart showing daily service call volume with response time overlay
Questions to Consider:
How does current week call volume compare to previous weeks?
Are we meeting SLA response time targets across different priority levels?
What is the distribution of calls by equipment type and issue category?
What is the day-over-day trend in service call volume?
Are there specific days with unusually high call volumes?
How does the current week compare to previous weeks?
How do response times correlate with call volumes?
Are we consistently meeting our SLA targets?
What factors impact response time variations?
Technician Performance Metrics
Bar chart displaying key technician productivity metrics
Questions to Consider:
What is the first-time fix rate trend?
How efficiently are technicians resolving service calls?
Are there specific equipment types or issues requiring multiple visits?
Which equipment types have the highest first-time fix rates?
Are there specific issues requiring multiple visits?
How can we improve first-time fix rates for underperforming categories?
Which equipment categories are meeting maintenance targets?
What is preventing completion of scheduled maintenance?
How does maintenance completion correlate with service calls?
Preventive Maintenance Compliance
Table showing scheduled vs. completed maintenance tasks
Questions to Consider:
What is our preventive maintenance completion rate?
Are we identifying recurring issues through maintenance checks?
How does PM compliance correlate with emergency service calls?
equipment_category
scheduled_maintenance
completed_maintenance
Printers
12
14
Copiers
5
13
Scanners
18
10
Fax Machines
14
17
Multi-Function Devices
5
9
Printers
15
19
Copiers
21
23
Scanners
5
10
Fax Machines
20
4
Multi-Function Devices
19
17
What is our overall maintenance compliance rate?
Which equipment categories need attention for compliance?