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The First Time Fix Calls report provides visibility of repair jobs that were resolved during the first engineer visit, helping teams measure service efficiency and operational performance.
This report enables service managers and operational teams to:
Monitor first-time fix success rates by engineer, branch, or site.
Identify recurring issues with specific equipment or locations.
Improve customer satisfaction by reducing repeat visits.
Support workforce planning by reviewing engineer performance.
Track trends that may affect service delivery and operational efficiency
Getting There
To access the First Time Fix Calls report:
Open the Business Intelligence module.
Select the KPI Viewer sub-module.
Locate the First Time Fix Calls report.
Click the report module to generate the report using the default or previously applied filters.
Alternatively, click the gear icon on the lower-right corner of the report module to add or change filters, then click the report module to generate the report.
Available Filters and Their Impact
Use the filters at the top of the report to refine which repair jobs are displayed.
Period: Filters the report by the creation date of repair jobs. Only jobs created within the selected date range are included.
Tip: Use this filter to review recent repair activity or analyse longer-term trends
Branch: Filters the report by branch or depot. This uses the branch selected in the main Service Geeni interface.
Tip: Use this filter to review performance at a specific branch or across multiple locations
Customer Account: Filters the report by customer account.
Tip: Useful for analysing first-time fix performance for specific customers
Site: Filters the report by customer site.
Tip: Use this filter to investigate location-specific trends or recurring issues
Equip. ID: Filters the report by equipment ID.
Tip: Helps identify equipment that regularly requires additional visits
Year of Manufacture: Filters the report by equipment year of manufacture.
Tip: Useful for analysing the impact of equipment age on first-time fix performance
Engineer: Filters the report by the assigned engineer.
Tip: Use this filter to review individual engineer performance and identify training opportunities
Charts
The report includes a Pie Chart that visualises first-time fix outcomes:
The report includes a pie chart that compares:
First Time Fix – Jobs resolved during the first visit.
Not First Time Fix – Jobs that required additional visits before completion.
This chart provides a quick overview of repair efficiency and highlights areas where repeat visits may be occurring.
Column Breakdown and Key Fields
Each row in the report represents a repair job completed for a piece of equipment.
Column Name | Description |
Branch | Name of the depot/branch associated with the customer |
Customer Name | Customer account name linked to the repair job |
Site Name | Customer site description where the repair occurred |
Engineer | Name of the engineer completing the repair job |
Job Description | Summary or description of the repair task |
Equipment ID | Unique identifier of the equipment being serviced |
Make | Manufacturer of the equipment |
Model | Model of the equipment |
Type | Equipment type/category |
Serial Number | Serial number of the equipment |
Year of Manufacture | Year the equipment was manufactured |
Task No. | Unique identifier combining job and sub-job numbers |
Call Date | Date the repair call was logged |
First Time Fix | Indicates if the issue was resolved on the first visit (Yes/No) |
Job State | Current status of the job |
Work Done | Notes on work performed, or “-” if none provided |
Insight: Regularly reviewing first-time fix data helps reduce repeat visits, identify recurring equipment issues, and improve service team efficiency.
The First Time Fix Calls report is a valuable tool for measuring field service performance and identifying opportunities to improve repair efficiency.
By using this report, teams can:
Monitor first-time fix rates across engineers, sites, and branches.
Identify equipment or locations that frequently require repeat visits.
Improve operational efficiency and resource allocation.
Support engineer development and training initiatives.
Enhance customer satisfaction by reducing repeat callouts.
Review this report regularly as part of operational reviews to identify trends, improve first-time resolution rates, and maintain high standards of service delivery.