Keystone Technician Metrics | techops

Keystone Technician Metrics

KPI Goals

NSR Affecting KPI’s

FTR – 92% – This KPI has a 35% weighting for NSR
tNPS – 92.5% – This KPI has a 35% weighting for NSR
Tool Usage – 98.5% – This KPI has a 30% weighting for NSR

Additional KPI’s

PHT Pure Pass – 95%
OTA – 99%
48hr Callback – 7%
Ingress Test Ran – 99%

Goals for Bonus

Points

Points are awarded for each of the NSR affecting KPI’s based on the same weighting system used by Comcast.
FTR – 3.5 points awarded if the 92% goal is met.
tNPS – 3.5 points awarded if the 92.5% goal is met.
Tool Usage – 3 points awarded if the 98.5% goal is met.

Score and Bonus Awards

10 – 10% of month’s earnings
6.5 or Greater – 5% of month’s earnings
3.5 or Greater – 2.5% of month’s earnings

Pre-Qualifier

Must achieve a drivers score of greater than 75%.

Region KPI’s (NSR Affecting)

Tech Number	Rank	Score	FTR	PHT	PHT Pure Pass	Tech Sat	tNPS	OTA	Contact w/in 48hrs	Ingress Test Ran	Ingress Test Passed	Tool Usage Rate	Eligible for Bonus?	Bonus Amount	Reason Not Eligible
Select Tech # Below
3233	4	10.0	92.60	100.00	100.00		100.0	100.00	3.70	100.00	6,300.00	100.00
3235	2	10.0	95.90	100.00	100.00		100.0	98.43	3.50	100.00	11,600.00	100.00
3210	5	0.0	84.40	100.00	100.00		92.3	91.67	10.10	98.04	5,000.00	98.00
3218	3	10.0	94.70	100.00	100.00		100.0	94.87	2.80	100.00	3,500.00	100.00
3221	1	10.0	96.30	100.00	100.00		100.0	100.00	3.60	100.00	4,500.00	100.00






















































































































































































































































































































































Tech Number

Last Updated on January 21, 2025 9:28 am