Callback Rate
Open Reports → Callback Rate in Thermal →
What it's for
Callback Rate measures rework — "Rework frequency per technician — callbacks attributed to the original job's tech." A callback is the most expensive kind of job: you pay for it twice and the customer remembers it.
Reach it from Reports → Callback rate, at /reports/callback-rate.
Tabs
Reports links back to the hub. The report is one table.
Panels and controls
Columns: Technician, Completions, Callbacks, and Rate.
The attribution rule is the important detail and the report states it: a callback is counted against the technician who did the original job, not whoever went back. That is the only attribution that makes the number mean anything — otherwise the person cleaning up someone else's work carries the blame for it.
Completions beside Callbacks is what keeps the rate honest: a technician with two callbacks out of two hundred jobs and one out of five are very different situations, and the raw counts sit next to the percentage so you can see which you are looking at.
No completed jobs yet is the empty state.
What it accepts
The report takes no input beyond its period. It reads completed work orders and the callbacks raised against them.
How to configure it
- Callback causes recorded when a callback is raised are what let you go from a rate to a reason. They are configured under Settings.
- A callback is created from the original job, which is what establishes the attribution this report depends on — raising a fresh unrelated work order instead breaks the link.
- Branches scope which technicians appear.
Who can see it
This screen sits behind the Reports area.
Owners, office managers and dispatchers can open it. Technicians cannot see the team's rates; their own first-time fix figure appears on their scorecard. The gate is checked on the server, not just hidden in the sidebar, so a direct link does not get around it.
The full role matrix is on Roles & permissions.