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How to use the Workforce Insights Report
The Workforce Insights Report gives you insights to make the right short-term business decisions and assists you in the process of taking immediate crucial business-changing actions.
What is the particular purpose of the Workforce Insights Report?
With the help of Workforce Insights, you gain valuable insights regarding the absences of your engineers, on-call duty distribution, the productivity of engineers in graphical prepared views like plots and matrices, the productivity of whole dispatch groups, and workforce forecasts based on dispatched/undispatched tickets.
Who benefits most from the Workforce Insights Report?
These person groups can benefit most from the Workforce Insights Report:
Team leaders of dispatchers, team managers of dispatchers, region managers, service delivery managers of areas, area managers, short-term decision takers.
The Workforce Insights Report is best suited to team leaders who keep track of their dispatch groups and take short-term decisions (eg. organizing group structures).
Absences tab
The absences tab displays an overview of your current impacts of sick days and displays percentages of different absence types. There are also tabs for on-call duties and Work times providing you with crucial stats.
What is the particular purpose of this report?
To gain an overview of the absence situation of your engineers.
The view allows you to compare engineers and their absence situation.
What information can you get out of this particular report?
In the top view, you see the affected working days per engineer and an average line that indicates the average affected working days for your dispatch group.
In the bottom view, you see the affected working days per engineer normalized to the 8-hour work day. This even gives you a more precise idea than the top view.
The left-bottom pie chart displays the absences separated by different absence types. This helps you to identify the ratio of different absence types.
The right-bottom list view displays a detailed view of the group with the absence type, and affected working days and gives you the absences in hours.
What does all the information stand for and how to read it?
Numbers are used as units. The numbers stand for days (top view, bottom view) or absences hours (right-bottom detail view).
Which related reports might be considered to get a clearer/more detailed picture of the information?
All other reports inside the Workforce Insights tab.
How can the report be customized using filters?
You can filter by months and years.
You can filter by a dispatch group or more dispatch groups.
You can combine the months/years filter with the dispatch groups filter.
Call duties tab
The call duties tab displays insights regarding the on-call duty distribution of your engineers:
What is the particular purpose of this particular report?
To gain an overview of the on-call duty situation of your engineers.
The view allows you to compare engineers and their on-call duty situation.
What information can you get out of this particular report?
In the top view, you see the total call duty hours per engineer (in thousands).
In the middle view, you see the count of on-call duty days by date and full name.
In the bottom view, you see detailed data like on-call duty start and end times and the on call duty in hours.
What does all the information stand for and how to read it?
Numbers are used as units. The numbers stand for hours (top view) or on-call duty days (bottom view).
Which related reports might be considered to get a clearer/more detailed picture of the information?
All other reports inside the Workforce Insights tab.
How can the report be customized using filters?
You can filter by months and years.
You can filter by a dispatch group or more dispatch groups.
You can combine the months/years filter with the dispatch groups filter.
Productivity matrix tab
The productivity matrix tab displays a practical daily view of processed tickets by engineers and gives you the productivity for single technicians in percent.
What is the particular purpose of this report?
To gain an overview of daily processed tickets by particular engineers and to gain an overview of the productivity and utilization of particular engineers regarding processed tickets.
What information can you get out of this particular report?
In the top view, you see how many tickets a particular engineer resolved (Matrix view).
The matrix displays if a particular engineer fulfilled the goal (green) or missed it (red).
In the middle view, you see the productivity of individual engineers in the selected dispatch group and selected time period.
In the bottom view, you see the utilization for individual engineers in the selected dispatch group and selected time period.
What does all the information stand for and how to read it?
Numbers are used as units. The numbers stand for ticket amount.
Productivity: Amount of points collected by engineer compared with productivity goal.
Utilization: Time spent on working (drive time + work time) compared to all available time in standard 8h working time.
Which related reports might be considered to get a clearer/more detailed picture of the information?
All other reports inside the Workforce Insights tab.
How can the report be customized using filters?
You can filter by months and years.
You can filter by a dispatch group or more dispatch groups.
You can combine the months/years filter with the dispatch groups filter.
Productivity plot tab
The productivity plot tab displays individual engineers’ and engineers’ productivity and utilization.
What is the particular purpose of this report?
To gain a graphical overview (in a plot) of individual engineers performance and utilization in order to compare individual engineers inside a dispatch group.
What information can you get out of this particular report?
In the plot, you can see selected engineers as dots.
The dot is placed on a utilization point (x) and on a productivity point (y).
You can use the slider to scale the x-axis and y-axis.
The set productivity goal is displayed as a horizontal green line.
The full utilization is displayed as a vertical green line.
What does all the information stand for and how to read it?
Engineers are displayed as colored points.
Which related reports might be taken into consideration to get a more clear/more detailed picture of the information?
All other reports inside the Workforce Insights tab.
How can the report be customized using filters?
You can filter by months and years.
You can filter by a dispatch group or more dispatch groups.
You can combine the months/years filter with the dispatch groups filter.
Dispatch groups productivity tab
The productivity plot tab displays individual dispatch groups and the individual dispatch group productivity and utilization.
What is the particular purpose of this report?
To gain a graphical overview (in a plot) of dispatch group performance and dispatch group utilization in order to compare different dispatch groups.
What information can you get out of this particular report?
In the plot, you can see selected dispatch groups as dots.
The dot is placed on a utilization point (x) and on a productivity point (y).
You can use the slider to scale the x-axis and y-axis.
The set productivity goal is displayed as a horizontal green line.
The full utilization line is displayed as a vertical green line.
What does all the information stand for and how to read it?
Dispatch groups are displayed as colored points.
Which related reports might be taken into consideration to get a more clear/more detailed picture of the information?
All other reports inside the Workforce Insights tab.
How can the report be customized using filters?
You can filter by months and years.
You can filter by a dispatch group or more dispatch groups.
You can combine the months/years filter with the dispatch groups filter.
Workforce planning tab
The workforce planning tab gives you an estimate of the needed workforce by the parameters: Tickets dispatched and tickets not dispatched.
What is the particular purpose of this report?
This particular report can assist you in the process of day-to-day headcount planning.
By configuring target points the workforce forecast smartly adjusts to your particular business needs.
What information can you get out of this particular report?
In the top bar, you can configure the wished target points per engineer per day (from 50 to 100).
In the middle-left view, you can see the tickets dispatched versus the tickets not dispatched for a group or groups.
In the middle-right view, you can see the real headcount compared to the needed headcount. Your goal should be to always fulfill the needed headcount.
In the bottom view, you can see details for a particular dispatch group summarizing everything displayed in the graphs above.
What does all the information stand for and how to read it?
Numbers are used as units. The numbers stand for the ticket amount.
Which related reports might be considered to get a clearer/more detailed picture of the information?
All other reports inside the Workforce Insights tab.
How can the report be customized using filters?
You can filter by dispatch group or dispatch groups.
Engineer efficiency tab
The engineer efficiency tab gives you an idea how fast engineers are doing the actual ticket work.
What is the particular purpose of this report?
This particular report can give you an overview of how fast engineers are doing the actual ticket work in the service field.
If the engineer’s efficiency is 1.00, it means the engineer’s calculated work time and the engineer’s actual work time are the same -> balanced
If the engineer’s efficiency is <1.00, it means the engineer’s calculated work time is higher and the engineer’s actual work time is lower -> efficient
If the engineer’s efficiency is >1.00, it means the engineer calculated work time is lower and the engineer’s actual work time is higher -> inefficient
What information can you get out of this particular report?
In the top-left you can evaluate the engineer efficiency of particular engineers either for dispatch group or general.
In the top-right you can evaluate the overall engineer efficiency per project. You can also see average estimates and worktimes and also the ticket count per project.
In the bottom-left you can evaluate the estimated duration by engineer compared to worktime duration by engineer in a graphical processed way.
In the bottom-right you can evaluate the required worktime duration per device (in percent).
What does all the information stand for and how to read it?
The energy efficiency is calculated based on the relation between the estimated duration and worktime duration.
Which related reports might be considered to get a clearer/more detailed picture of the information?
The driving efficiency tab lets you compare if the driving efficiency compares to the engineer efficiency and makes sense.
How can the report be customized using filters?
You can filter by dispatch group or dispatch groups.
You can filter by particular year(s)/month(s).
You can combine the two filters.
Driving efficiency tab
The driving efficiency tab gives you an idea of how efficient technicians shape their scheduled drive times.
What is the particular purpose of this report?
This particular report can give you an overview of how fast engineers are doing the actual ticket work in the service field.
If the driving efficiency is 1.00, it means the engineer’s calculated drive time and the engineer’s reported drive time are the same -> balanced
If the driving efficiency is <1.00, it means the engineer’s calculated drive time is higher and the engineer’s reported drive time is lower -> efficient
If the driving efficiency is >1.00, it means the engineer calculated drive time is lower and the engineer’s reported drive time is higher -> inefficient
What information can you get out of this particular report?
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What does all the information stand for and how to read it?
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Which related reports might be considered to get a clearer/more detailed picture of the information?
The engineer efficiency tab lets you compare if the engineer efficiency compares to the driver efficiency and makes sense.
How can the report be customized using filters?
You can filter by dispatch group or dispatch groups.
You can filter by particular year(s)/month(s).
You can combine the two filters.
Drill-through functionality
You can drill-through individual engineers inside the Absences tab, Call duties tab, Productivity matrix tab, and Productivity plot tab.
The drill-through functionality allows you to gain insights regarding individual engineers. There are currently three different drill-through dashboards available:
- Shared workforce
- Engineer overview
- Drive time comparison.
Here’s how to drill through to a certain engineer from the above-mentioned dashboards:
- Right-click on an engineer.
- Click on Drill through.
- Select the corresponding dashboard.
What is the Shared workforce dashboard?
The shared workforce dashboard gives you information on how an engineer compares between different dispatch groups in the factor tickets, productivity, and utilization. This could help you to find out how active/productive/utilized a particular engineer is compared to other dispatch groups, to where the engineer is assigned.
What is the Engineer overview dashboard?
The engineer overview dashboard helps you to see the individual performance of a selected engineer.
For example you have the possibility to compare how many tickets a engineer has done for a particular group compared to another group.
What is the Drive time comparison dashboard?
The drive time comparison dashboard gives you information how an selected engineer performed with the calculated versus the reported driving times.
The calculated driving times are calculated by the system, while the reported drive time is the time that the engineer entered into the system manually.
