Technicians
Work orders are assigned to technicians, who carry them out and document them from the field. A dashboard then traces the work each technician has actually done.
Assignment
A work order is scheduled for a specific technician, who must be active. If the work order depends on a workshop, the technician must belong to it. Their existing scheduled work orders are taken into account to avoid overlaps: see scheduling.
Technician dashboard
This dashboard tracks a technician's activity over a day, a week, a month or a year. The indicators and the chart are calculated over the same period.
Assignments can change. The dashboard therefore relies on the work order actually being started, not on the assignment alone, to measure the work carried out.
Ticket indicators
| Indicator | Definition |
|---|---|
| Taken on | Tickets actually started by the technician during the period. |
| In progress | Work orders started and not yet completed. |
| Completed | Work orders where the technician has finished the work, before the ticket is validated. |
| Not carried out | Tickets assigned to the technician and then cancelled without being started. |
A ticket cancelled after it was started is not "not carried out": the work did take place.
Time indicators
| Indicator | Definition |
|---|---|
| Total working time | Time actually spent working on work orders. |
| Average working time | Average working time per work order. |
| Total break time | Duration of the breaks recorded during work orders. |
| Total elapsed time | Time between the start and end of work orders, breaks included. |
| Average elapsed time | Average duration of a work order, breaks included. |
Comparing working time with elapsed time helps explain why a work order took a long time.
Consumables
The dashboard lists the consumables used by the technician during the period, with their quantities. The total shown adds up units that may differ (pieces, liters, kilograms…), so it should be read with care when it combines several types of consumables.
Activity chart
The chart shows when the activity took place: the number of work orders started and completed, and working and break time, by hour for a single day and by day for a week or a month.
Reading the indicators together
No figure should be read on its own. For example, 10 tickets taken on, 8 completed, 1 in progress and 1 not carried out means the technician completed 8 work orders, has one in progress, and that one ticket assigned to them was never started.