ID28 - Tech Productivity and Equip Efficiency

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Version 2025.05.23

Current Version Updates:

  • Added Dynamic Reporting period selection throughout >> Dates / Rolling Days / Rolling Weeks / Rolling Months
  • Added Call Type Category & Call Type filters throughout the report 
    *** Use of this filters may affect Net related calculations (Net Calls, Net FCFR etc.)
  • Added 'Calls created X days from equipment install date' report
  • Added missing drill-throughs to 'Tech Labor Analysis' report
  • Added KPIs to Custom Reports
    >> Net Resolution hours (e-Auto)
    >> Average Net Resolution hours (e-Auto)
    *** Net Resolution coming from e-Auto may vary from our standard Resolution and Avg. Resolution calculations 
    >> Total Days ( Open >> Close )
    >> Average Days ( Open >> Close )
  • Added Call Assist visibility
    *** Total Calls calculation accounts for call assists when reporting on tech level
    *** Gross CPD Calculation accounts for call assists when reporting on tech level
  • Added Calls that a tech assisted on and calls a tech received assistance on the 'Tech Analytics' summary

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