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The Response Times Report provides insight into how quickly engineers respond to jobs based on priority codes.
This report helps users to:
Monitor whether jobs are attended within expected response times.
Identify delays between job creation and an engineer's arrival.
Evaluate engineer and branch performance.
Support monitoring of service level agreements.
This report is essential for improving operational efficiency, customer satisfaction, and compliance with contractual service expectations.
Getting There
To access the Response Times report in Service Geeni, follow these steps:
Open the Business Intelligence module.
Select the Reports sub-module.
In the Reports window, navigate to the Scheduling category.
Click the Response Times module to open the report.
Apply the desired filters, then click Apply to generate the report.
Available Filters and Their Impact
Use the filters at the top of the report to refine which jobs are displayed.
Branch: Filters the report by branch or depot. The report uses the branch selected in the main Service Geeni interface.
Period: Filters the report by job creation date. Only jobs within the selected range are displayed.
Customer Account: Filters the report by customer account number. Only jobs linked to the selected account are displayed.
Site: Filters the report by customer site ID. Only jobs linked to the selected site are displayed.
Equipment ID: Filters the report by equipment linked to the job.
Engineer: Filters the report by the assigned engineer.
Priority: Filters the report by job priority code.
Achieved: Filters the report by whether the response target was met (Yes or No).
Column Breakdown and Key Fields
Each row in the report represents a completed job and includes key information about response performance:
Column Name | Description |
Job No. | Unique job and task number. |
Job Type | Task description of the job. |
Description | Job description or reason for call. |
Priority | Job priority code. |
Response Time | Expected response time based on priority. |
Engineer | Assigned engineer. |
Call Date | Date the job was created. |
Target Date | Target date set for the job. |
Agreed Visit Date | Scheduled visit date. |
Arrival Date | Date the engineer arrived. |
Completion Date | Date the job was completed. |
Time Elapsed | Time between job creation and arrival. |
Work Done | Work notes recorded on the job. |
Achieved | Indicates if the response target was met. |
Equipment ID | Equipment linked to the job. |
Make | Equipment make. |
Model | Equipment model. |
Type | Equipment type. |
Serial No. | Equipment serial number. |
Cost Code | Charge code linked to the task. |
Total Labour | Total labour hours recorded. |
Total Travel | Total travel hours recorded. |
No. of Visits | Number of visits recorded. |
Insight: Regular review of this report helps managers identify bottlenecks, improve SLA compliance, and optimise engineer scheduling.
The Response Times report is a crucial tool for maintaining high service standards. By regularly reviewing this report, teams can: