Zoho FSM provides an extensive array of over 20 standard reports that deliver valuable insights into your field service management operations. These reports can be easily cloned and customized to fit your specific requirements better, allowing for greater flexibility in data analysis. We have now elevated our reporting capabilities by introducing the option to create Custom Reports from scratch. Whether you need to track technician performance, analyze customer satisfaction, or monitor resource allocation, the custom reporting feature in Zoho FSM enables you to generate reports that align perfectly with your business objectives.

You start with choosing the Primary Module, the root module from which the data for the report will be fetched. From this Primary Module, you then select the related modules whose data you need in your report. These related modules can be either a Parent or Child module. A Parent of a module corresponds to all the lookup fields in the module. E.g. For the Work Orders module, the parent modules will be Companies, Contacts, Requests, etc. A Child of a module corresponds to all the related lists in the module. E.g. For the Service Appointments module, the child modules will be Service Reports, Time Sheets, Trips, etc.

For a child module, you can choose the Relationship Type. If you choose Inclusive, then in the report, all the records of the parent module will be included irrespective of whether they have records of this child module. If you choose Exclusive, then in the report, all the records of the parent module will be excluded if they do not have records of this child module.

Once you have established the module relationships, you proceed to customizing the report by adding the necessary columns. You can add columns from all the modules that you had selected previously. You can also group data by row and column and also include aggregate columns. You can reorder the fields or attributes.

Let's see how we can create a sample custom report called Technician Performance. This report is meant to assess the appointments done by the field agents by evaluating the time it takes to complete an appointment and how long it takes technicians to travel to a job site.

 

Choose Service Resources as the primary module. Add Service Appointments as a child module to Service Resources and Trips as the child module of Service Appointments.

 

 

To customize the report, add the columns Distance Traveled, Duration, and Actual Duration. Deselect Service Resource Name and Trip Name. Choose ServiceResource Name for Row Groups. Select Avg of Duration for Aggregate Columns. This will help you assess the Mean Time to Travel (how long it takes technicians to travel to a job site). Similarly, add another Aggregate Column Avg of Actual Duration. This will help you assess the Mean Time to Repair (the time it takes to complete an appointment).

 

When you run the report, the results will be displayed as shown below:

 

 

Refer to our help documentation for more details. Feel free to contact at us support@zohofsm.com for any queries.