Analytics & KPIs

RepairOps provides comprehensive analytics and dashboards to track shop performance in real-time. Monitor revenue, throughput, turnaround time, QC quality, and technician performance. Pro tier unlocks AI insights and PDF reports.

Shop-Level Dashboards Starter

KPI Dashboard

The main KPI Dashboard displays key performance indicators for your shop:

KPI	What It Measures
Revenue	Total repair revenue (labor + parts) this month
Throughput	Tickets completed this month
Average Turnaround	Days from intake to pickup (median)
QC Pass Rate	% of devices passing QC on first attempt
Customer Satisfaction	Average rating (if using feedback plugin)
Labor Margin	Labor revenue as % of total revenue
Parts Margin	Parts revenue as % of total revenue
Overdue Tickets	Tickets past expected completion date

View: Navigate to Analytics → Shop Dashboard

Each KPI shows:

• Current value
• Trend (up/down/flat) vs. last month
• Sparkline chart (7-day rolling view)
• Comparison to shop average (if multiple techs)

Timeline View

See shop activity across a selected date range:

1. Click Analytics → Timeline
2. Select date range (7 days, 30 days, quarter, custom)
3. View:
   • Daily revenue trend
   • Tickets completed each day
   • Average turnaround over time
   • QC pass rate trend
   • Busiest days/slowest days

Technician Dashboards

Personal Dashboard

Each technician can view their own performance:

1. Click Analytics → My Performance
2. View your 7-day rolling stats:
   • Tickets completed
   • Average turnaround
   • Average job value
   • QC pass rate
   • Customer feedback rating
   • Hours worked (if time tracking enabled)

Comparison view shows how your metrics compare to shop average (anonymously).

Tech Performance (Manager View)

Managers can view all technician performance:

1. Analytics → Technician Performance
2. Select date range
3. View table sorted by metric (default: revenue)
4. Sparklines show 30-day trend for each tech

Key metrics:

• Revenue generated
• Tickets completed
• Average job value
• QC pass rate
• Customer satisfaction
• No toxic leaderboards — focus is on trends and improvement, not ranking

This view helps identify training needs (e.g., tech with low QC pass rate or high turnaround).

Data Collection & Snapshots

RepairOps automatically collects KPI data via a nightly snapshot worker:

When: Every night at 2 AM (shop timezone)

What’s collected:

• Daily revenue (by labor, parts, services)
• Tickets completed
• Avg. turnaround
• QC pass rate
• Time spent by category (diagnostics, repair, QC)
• Customer satisfaction scores
• Technician performance metrics

Why snapshots: Instead of recalculating metrics every time you load the dashboard, RepairOps pre-calculates and stores snapshots. This makes dashboards fast (instant loading) and enables time-series analysis.

Data retention: Snapshots are kept for 2 years (26 weeks + historical archive).

Advanced Analytics Pro

AI Manager Insights

Every week, receive automated insights powered by AI:

When: Every Monday at 8 AM (manager’s timezone)

What you receive:

• Top 3 repair categories this week
• Technician performance trends
• Issues flagged for improvement
• Customer sentiment summary
• Recommended actions (e.g., “High QC failure rate on GPU repairs — consider additional training”)

Where to access:

1. Analytics → Manager Insights
2. View current week’s report
3. View past weeks
4. Insights are also emailed to all managers

This is powered by your configured AI provider and requires AI credits.

Documentation Quality Score

RepairOps scores the quality of repair documentation:

Score factors:

• Completeness (diagnostics logged, findings documented, actions taken noted)
• Clarity (spelling, grammar, technical accuracy)
• Evidence (photos, part numbers, test results attached)
• Consistency (standard terminology, good formatting)

View:

1. Analytics → Quality Metrics
2. Select Documentation Score
3. Browse shop average and individual tech scores
4. Drill into specific tickets to see what improves scores

Use case: Identify team members who need writing/documentation training. Celebrate high-quality documentation.

PDF Export

Generate professional reports for stakeholders:

1. Analytics → Reports
2. Select date range and metrics to include
3. Click Generate PDF
4. Customizable sections:
   • Executive summary
   • Revenue analysis
   • Technician performance
   • KPI trends
   • Recommendations

Export includes charts, tables, and executive summary. Useful for:

• Investor presentations
• Board meetings
• Year-end reviews
• Loan applications

Tech Achievements & Badges

Celebrate technician milestones with achievements:

Badge	Criteria
Speedster	10 consecutive tickets with < 2-day turnaround
Quality Master	30 consecutive days without QC failure
Expert	100 tickets repaired in a category (e.g., “GPU Expert”)
Customer Favorite	10 consecutive 5-star customer reviews
Night Owl	20 after-hours repair sessions

Achievements are:

• Displayed on technician profiles
• Emailed to recipient
• Announced in team chat (if enabled)
• Tracked on manager dashboard

Achievements are meant to be encouraging, not competitive. No “worst” badges or negative comparisons.

Filters & Drill-Down

All dashboards support filtering:

By date:

• Today, yesterday, last 7/30/90 days, custom range

By technician:

• Individual, team, entire shop

By category:

• Device type (laptop, desktop, phone, etc.)
• Issue type (hardware, software, damage, etc.)
• Repair complexity (simple, moderate, complex)

By status:

• Completed, in progress, overdue

Click a metric to drill down. For example:

• Click Revenue → See breakdown by category
• Click a category → See specific tickets and technicians

Exporting Data

Export analytics data for use in external tools:

Supported formats:

• CSV (import to Excel, Google Sheets, accounting software)
• JSON (for custom integrations)
• PDF (reports and executive summaries)

What can be exported:

• Daily KPI snapshots (date range selectable)
• Technician performance table
• Customer satisfaction data
• Revenue breakdown by category

Navigate to Analytics → Export to select format and data range.

Tier Availability

Feature	Starter	Pro	Enterprise
Shop KPI dashboard	✓	✓	✓
Timeline view	✓	✓	✓
Personal tech dashboard	✓	✓	✓
Tech performance (manager)	✓	✓	✓
Nightly snapshots	✓	✓	✓
AI manager insights	—	✓	✓
Documentation quality score	—	✓	✓
PDF export	—	✓	✓
Tech achievements	✓	✓	✓
Drill-down filtering	✓	✓	✓
Data export (CSV/JSON)	✓	✓	✓

Best Practices

Review KPIs weekly — Don’t wait for monthly reports. Catch trends early and act on them.

Use dashboards to identify training needs — Low QC pass rate? High turnaround? It’s a training opportunity, not a failure.

Share insights with the team — Celebrate wins. If you hit 95% QC pass rate, let everyone know.

Set realistic goals — Track trends over months, not days. One slow week doesn’t mean the shop is declining.

Archive old reports — Keep final monthly reports for historical reference and tax/audit purposes.

Related Features

• AI Gateway — Powers AI manager insights
• POS Terminal — POS revenue included in KPI calculations
• Plugin System — Google Reviews plugin feeds customer satisfaction data