Technician utilisation
For each technician and day, see the hours they were due to work against the hours they logged on tickets. See how much of it you can bill, how much a contract covers, and how much went on travel.
PLANSScale only
The problem it solves
- You hire another technician because everyone says they are busy, without knowing it.
- Some technicians log six hours a day and others two, and the difference only shows at appraisal.
- Half the day goes on travel between sites, and nobody measures it.
- Days with nothing logged are found at month end, when the time cannot be recovered.
How it works
- Technicians log time on tickets with the timer, by hand or by checking in and out of visits. Each line has a work type, such as normal hours or travel.
- Every night SmartMy Desk builds one line per technician and day for the last 35 days. It holds the working hours due from their calendar, less holidays, and the hours logged.
- A team lead opens Helpdesk > Reports > Time and Cost > Technician Utilisation. The lines are brought up to date as it opens, and it shows the last three months.
- Utilisation is hours logged as a share of the hours due; Billable % is the billable hours as a share of the hours due.
- Filters find the gaps: Working Days with Nothing Logged, and More Than the Working Hours for overtime.
Everything it does
Each line, per technician and day
- Working Hours Due: from the working hours, less their holidays
- Hours Logged: time logged on tickets
- Billable Hours: logged time billed to the customer
- Covered Hours: logged time covered by a contract or prepaid hours
- Travel Hours: time logged with a work type of the kind Travel
- Utilisation (%) and Billable (%)
Totals that add up
- The percentage of a group (a week, a month, a team) is worked out from its totals, not as an average of the days
- Pivot of technicians by month, and a bar chart; group by Technician, Team, Month or Week
Filters
- Mine, Days with Time Logged, Working Days with Nothing Logged, More Than the Working Hours
- Date: the last three months to start with
Whose working hours
- The working hours of the technician's team, else of their Entity
- With SmartMy HRMS, the employee's own working hours come first
- Public holidays on the calendar are taken off. A technician's own leave is not, so a day on leave shows as a day with nothing logged
How it is kept up to date
- A nightly job rebuilds the last 35 days; the first time, the last year
- Opening the report rebuilds the same days first
- One line per technician, day and Entity
Who uses it
Team leadChecks days with nothing logged and overtime in their team each week.
Service managerCompares utilisation and billable share across teams before hiring or moving people.
Where you use it
- Web: Helpdesk > Reports > Time and Cost > Technician Utilisation
- Not in the app, and not shown to technicians
What you control
Settings
- Working hours and holidays per team (or per Entity)
- Work types and their kind (Normal Hours, After Hours, Holiday, Emergency, Call-out, Travel)
- With SmartMy HRMS: the employee's own working hours
Works with
SmartMy HRMSThe employee's own working hours are used for the hours due, before the team's.
Questions
Does it count time that is not yet approved?
Yes. It counts every hour logged on tickets, approved or not.Is leave taken off the hours due?
Public holidays on the working-hours calendar are. A technician's own leave is not, so a day on leave appears with nothing logged.Can technicians see their own utilisation?
No. The report is for team leads and service managers.How fresh are the figures?
They are rebuilt every night and again each time the report is opened.Does travel count as utilised time?
Yes, travel logged on tickets is part of the hours logged, and Travel Hours shows it on its own.Related features
WORKING A TICKETTime on tickets with a timer, work types and timesheetsTechnicians log time on each ticket with a timer or by hand, by work type: normal hours, after hours, holiday, emergency, call-out or travel. The team lead approves the hours before they are billed, and each line can also land on the technician's timesheet.REPORTSTicket, response-time, time and rating reportsSee how fast your desk answers and fixes, which targets were met or missed and where your technicians' hours go. See also what customers think of each team and technician. Every report is a table you can regroup, chart or open as a list.REPORTSProfit by customer, contract and kind of issueSee what each job, customer, contract and kind of issue earned against what it cost you in labour and parts. For an AMC, see the fees invoiced plus the work billed on its tickets, less the cost to serve it.SET-UPTeams, working hours and stagesEach service team has its members, a lead, its own working hours and holidays, and its own email address. Tickets move through stages you name, and a waiting stage stops the response-time clock while you wait on the customer, parts or a quote.WORKING A TICKETSite visits with check-in and check-outPlan each trip to the site inside the ticket. The customer agrees to the time and is told when the technician is on the way. Check-in and check-out record the time and the phone's position, start and stop the timer, and meet the arrival target.
See one of your own jobs run through it.
Tell us how a complaint reaches you today and what you bill for. We will show you the same job in SmartMy Desk.