See how the business is doing
Reports is the shop's own scoreboard — revenue, response times, callbacks, and who's doing what, for a week, month, quarter, or year at a time. Everything here is read-only: it's built from work orders, invoices, and appointments already in the system, not a separate thing you maintain.
Use the period switcher at the top (This Week / This Month / This Quarter / YTD) to change the window every tab reads from, and Export CSV to pull the same numbers you're looking at.
Overview
The default tab, and the fastest read on the shop:
- Four headline numbers — on-time arrival rate, callback rate, average response time, and revenue for the period, each with a comparison to the prior period.
- Revenue by month — a bar chart of the trailing months plus a projection for the current one still in progress.
- Callbacks by cause — what's driving rework this period (with a link through to the full by-technician breakdown).
- SLA by job type — jobs, on-time rate, average response, and callback rate broken out by job type, with a link to the full SLA report.
Revenue
Revenue, average ticket, membership (recurring agreement) revenue, and outstanding A/R for the period, plus:
- Revenue by technician and revenue by job type — where the money's coming from.
- Accounts receivable aging — what's outstanding and how overdue it is.
SLA & response
The operational read on speed and reliability: on-time arrival rate, average response time, schedule adherence, and (not yet tracked) travel time share, plus on-time arrival broken out by technician and a distribution of how long jobs actually took to get a first response. Only jobs linked to a service agreement with a guaranteed response window count toward on-time — see Read the SLA and refrigerant-compliance reports for the full breach-level list.
Callbacks & quality
Callback rate, plus two figures Thermal doesn't have a data source for yet and shows honestly as "—" rather than a fabricated number: CSAT and NPS (no review-capture flow is wired up). What is live:
- Callbacks by cause and callback rate by technician — click
By tech from Overview, or Callback rate by technician here, to
open the full per-technician breakdown at
/reports/callback-rate. A callback is any work order created as a follow-up to a prior completed job; the rate is attributed to whoever did the original job, since it's a signal of rework, not a mark against whoever handles the callback itself. A technician who isn't EPA 608 certified is flagged alongside their rate. - Compliance — links out to the safety scorecard and the EPA 608 refrigerant report — see those guides for what each one covers.
- Warranty returns — the share of installs this period that came back under warranty.
Reference
- Who can reach Reports — Owners, Dispatchers, and Office users; Technicians can't. See Roles & permissions.