Dashboards
Service manager dashboard
The service manager dashboard in Thermal tracks the three numbers that define service quality — first-time fix rate, callback rate, and PM compliance — so a service manager can see whether the team is fixing things right the first time, not just fast.
The tiles.
- Benchmark
- None. There is no universal figure; track it against your own baseline.
What service managers track here
Service managers own outcome quality more than speed — did the technician fix the actual problem, did the customer call back for the same issue, did preventive maintenance visits actually happen on schedule. This dashboard is built around those three questions.
First-time fix rate shows the share of work orders closed without a return visit for the same problem. Callback rate is its mirror — how often a completed job generates a second call within a set window, typically 30 days. PM compliance rate shows what share of scheduled preventive maintenance visits happened on time, by contract and by technician.
Diagnosing a slipping callback rate
When callback rate moves the wrong way, the fix depends on knowing why: a specific technician, a specific equipment type, or a specific branch. The callback rate report drills into that — every callback linked back to the original work order, the technician who closed it, and the part or diagnosis involved, so a pattern shows up instead of a single number.
This matters because callback rate and first-time fix rate are two views of the same underlying problem: work that didn't actually get fixed the first time. A service manager who only watches the top-line number misses which technicians or equipment types are driving it.
Where it lives, and what to read with it
Straight answers.
How is first-time fix rate calculated?
The share of work orders closed on the first visit without a follow-up visit for the same reported problem, typically measured within a rolling window such as 30 days.
What counts as a callback?
A new work order opened for the same customer, equipment, or issue within a set window after a job was marked complete — the window is configurable per organization.
Can I see PM compliance by individual service agreement?
Yes. The dashboard and the underlying agreement margin data both drill down to the individual agreement, so you can see which specific contracts are falling behind on scheduled visits.
Does this dashboard flag technicians who need coaching?
The dashboard shows team-level and branch-level trends. For technician-level detail, the technician scorecards report breaks the same metrics down by individual.