Monitor your service provider performance with VixxoLink KPI reports. Key Performance Indicators (KPIs) track arrival time, completion time, first-time fix, invoicing timeliness, billing accuracy, PM completion, and mobile app usage on completed service requests. Use filters to drill into specific time periods, customers, or lines of service.
*If you are stuck and need assistance, please call 866-988-5376 — Option 1 for invoices already submitted (payment status), Option 2 for help submitting an invoice or quote, Option 3 for VixxoLink technical support, Option 4 for dispatch/service-request questions — or click the Submit a Ticket button at the top right.
Accessing Reports
Click Reports in the navigation bar. Users need the Report Viewer role to access this section.
KPI Definitions
The KPI dashboard tracks performance on completed service requests. Below is what each metric measures:
| KPI | Full name | What it measures |
|---|---|---|
| TTA | Time to Arrive | Percent of times you arrived on site within the client SLA |
| TTC | Time to Complete | Percent of jobs completed within the client SLA |
| FTF | First Time Fix | Percent of assigned jobs completed on the first visit |
| Time to Invoice | Time to Invoice | How often invoices are submitted within 15 days of completion |
| Properly Billed | Properly Billed | Whether invoiced hours match clocked time in/out duration |
| PM Completed | PM Completed | Percent of assigned vs. completed Preventative Maintenance service requests |
| Mobile Compliance | Mobile Compliance | Whether technicians use VixxoLink Mobile to complete Vixxo client work |
Invoices must be submitted within 5 days of service completion. The Time to Invoice KPI tracks performance against a 15-day window; submitting within 5 days keeps you compliant and supports faster payment.
Using the Filters
Filters on the left let you narrow performance data by date range, customer, line of service, and other factors. Adjust filters and refresh the report to focus on specific areas for improvement.
Quick Reference — Improving KPI Scores
| KPI | Common causes of low scores | What to do |
|---|---|---|
| TTA / TTC | Missed ETAs, delayed completion | Set realistic ETAs; update status promptly; call dispatch if delayed |
| FTF | Return visits for same issue | Bring correct parts/tools; complete thorough diagnosis on first visit |
| Time to Invoice | Late invoice submission | Submit invoices within 5 days of completion |
| Properly Billed | Invoiced hours ≠ time in/out | Verify timing before invoicing; contact service center to correct |
| PM Completed | Open PM jobs not closed | Complete and invoice PM work before due dates |
| Mobile Compliance | Paper-only or desktop-only closeout | Use VixxoLink Mobile on site for time, photos, and sign-off |
Related articles:
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article