Greetings!
We are pleased to share this week’s Tech Update on Field Team Efficiency Monitoring, highlighting key performance metrics and operational insights.
Achievement Overview
This system enables real-time tracking of field team efficiency across regions, departments, and offices on a daily, monthly, and yearly time frame.
Operational Performance Summary
- Total Operations: Successfully resolved 2 million tickets
- SLA Performance: Achieved 88.34% resolution rate within SLA
- Response Metrics:
- Average resolution time: 24.04 hours
- First-time resolution rate: 84.98%
Regional Highlights
- High Efficiency: Makkah and Riyadh departments consistently demonstrate strong performance
- Improvement: Aseer showed significant improvement compared to the previous period
- Lower Performance: Dawadmi continues to report lower efficiency, consistent with February trends
Outstanding Technician
Special recognition to عقيل شاه ياسين for achieving the highest field efficiency score for the month of March.
Repeat Visit & Priority Analysis
Monitoring repeat visits helps identify training needs and technical gaps.
- Current Repeat Visit Rate: 15.02%
- High-Volume Areas: Tabuk and Hail departments reported the highest repeat visits
- Current Workload: 16K open high-priority tickets requiring immediate attention (as of April 6, 2026)
Business Impact
- Enhanced visibility into field operations and efficiency
- Improved SLA adherence and service quality
- Identification of performance gaps and optimization opportunities
Next Steps
- Reduce repeat visit rates through targeted training
- Improve efficiency in lower-performing departments
- Prioritize resolution of high-priority open tickets
- Enhance monitoring and reporting capabilities
Please feel free to share your feedback or reach out for further details.
Thank you for your continued support.