Real-Time Key Performance Indicators In Field Service

In field service, there’s a connection between the information you need to know and the actions you need to take.

Real-time key performance indicators (KPIs) must be presented in a format that drives action. The fact that the data is actionable is critical when talking about real-time KPIs.

Other KPIs must be presented in a format that drives analysis of the day-to-day operation. You’ll use these KPIs to view history and trends. Then, utilize tools to conduct a performance analysis, including reviewing data at a high level and drilling down to resolve the root cause of problems.

Dispatchers Take Action

There also could be different dimensions to metrics, based on your role. Dispatchers aren’t conducting analysis. They’re managing exceptions. For dispatchers, vx Field channels information into the To Do List. In order to channel this information, you must identify the situations that require your dispatchers to take action. You may need measurements to identify these situations.

One scenario that requires a measurement could be the percentage of employees who are late this morning. For example, if 20% of your employees are late, you probably need to take a significant action. So you’ll measure that as a KPI. If that KPI exceeds a certain threshold, that information is channeled to the To Do List, so your dispatchers can handle the problem.

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