Dispatch Metrics?

New Contributor

Hi All!

I have been struggling for a while to find KPI's for our dispatcher.

I know that we have the CSR scorecard which I still think is useful but I feel as if a dispatcher should have other performance indicators.

I have tried the legacy dispatch performance report but I don't find that it really tells me much.

What KPI's do you hold your dispatchers to?

Thank you!


ServiceTitan Certified Administrator
ServiceTitan Certified Administrator

I wish I could help with experience, but I can't. 😅 I did do some research and here are a few things I saw. Hope this helps. 

  1. Number of field service tasks closed by dispatcher: It shows how many tasks may be completed per day by a dispatcher, even if the schedule is changed, and indicates the ability of dispatchers to manage ad hoc schedule changes
  2. Average number of phone calls between dispatcher and technician: define how much time is lost due to additional communication, and how this delays service completion.
  3. Rescheduling time: How fast/slow they are rescheduling appointments.
  4. Internal communication surveys: The relationship between dispatchers and CSRs is crucial. You want to make sure everyone is happy with the way communication is happening.