Glossary

Field service scheduling glossary.

Plain definitions and formulas for the terms that run a dispatch board: utilization, windshield time, arrival windows, first-time fix and more.

1099 subcontractorAfter-hours serviceArrival windowAsset managementAverage ticketBacktrackingBillable hoursBooked utilizationCallback rateCapacity planningCrew schedulingCustomer satisfaction score (CSAT)DispatcherDispatchingDrive timeEmergency call schedulingField service CRMField service managementField technicianFirst-time fix rateFlat rate pricingGeofencingGross margin per jobIdle timeJob costingJob duration estimateJobs per dayLabor rateMaintenance agreement schedulingMean time between failures (MTBF)Mean time to repair (MTTR)Mobile workforce managementMulti-stop routeNet promoter score (NPS)No-show rateOn-call rotationOn-time arrival rateOverbookingOvertime costPeak seasonPredictive maintenancePreventive maintenanceRecurring serviceRescheduling rateResolution timeResource schedulingResponse timeRevenue per technicianRoute optimizationRoute planningSame-day serviceSchedule adherenceSchedule densityScheduling boardService areaService callService contractService historyService level agreement (SLA)Service territoryService ticketService windowShift schedulingSkills-based routingTechnician efficiencyTechnician onboardingTechnician productivityTechnician utilization rateTechnician workload balancingTime and materials (T&M)Travel-feasible schedulingTrip chargeTruck rollTruck stockWarranty callbackWindshield timeWork orderWorkforce schedulingWrench timeZone scheduling

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