Technician scorecards, leaderboards and coaching

Overview#

Reports › Coaching (/coaching) is where you see how each technician and office person is doing. Every person gets a scorecard of sales, quality and efficiency measures, a Pro Score that balances selling with quality, points, levels, streaks and badges. Leaderboards, team challenges and a shop TV board are built in. Every number links to the jobs behind it. Technicians see their own scorecard as My game in the field app. Boards are private by default: technicians only see each other when you make a league's board public and they opt in.

Before you start#

• Open Coaching (office): anyone with reports.read except Customer service. That is Owner, Admin, Dispatcher, Accounting and Viewer (analyst). The Coaching link is hidden for everyone else.

• Create, edit and cancel challenges (coaching.challenges): Owner, Admin and Dispatcher.

• Coaching settings (leagues, scoring, points, visibility, TV link): Owner and Admin, under Settings › People › Coaching.

• Who is scored: technicians (Technicians league) and dispatchers and CSRs (Office league). Owners, admins and accounting are not scored.

• Scores come from real work: jobs, appointments, estimates, photos, summaries and memberships. A new company sees "—" until there is enough work.

Steps#

1. Read the leaderboard#

1. Go to Reports › Coaching.

2. Pick the period: Today, This week (default) or This month.

3. Pick a league along the top. An eye icon means the board is public; a crossed-out eye means private.

4. Pick a board: Pro Score, Points, or any single measure (for example Close rate or On-time arrival).

5. Read the table: Rank, Person (with an Opted in badge if they share publicly), the value, vs last (movement since the previous period) and Sample. People without enough work show "Not ranked yet · N of M".

6. For the Office league, Board fill shows booked technician hours ÷ bookable hours for the period.

2. Open a person's scorecard#

Click a name to open /coaching/people/<id>:

• Pro Score with the score for Sales, Quality and Efficiency (or Office), last period's score, or "Not ranked yet · N of M jobs".

• Level and XP, and points this period. Levels run from Rookie to Hall of Fame.

• Streaks (last 90 days), each with the current run and best.

• One card per measure with This period, Team, Last period and Best (6 periods), a coaching tip, and Why is it X? listing every record behind it (green good, red bad) with links to jobs. A Small sample badge means it isn't ranked yet.

• Badges earned and still to earn.

3. The measures#

Technicians:

• Revenue per opportunity: invoice totals on your finished jobs ÷ finished jobs (split when two techs share a job).

• Average ticket: invoice totals ÷ jobs with an invoice.

• Close rate: proposals with a sold option ÷ decided proposals you presented.

• Good / better / best usage: proposals with 3+ priced options ÷ proposals you presented.

• Estimates sold and Memberships sold: counts.

• Membership conversion: memberships sold on the job ÷ your visits to non-members.

• Callback rate: jobs with a callback within 30 days ÷ jobs you finished (planned maintenance excluded). Lower is better.

• First-time fix: first visits closed complete with no callback ÷ first visits you ran.

• Photos and documentation: visits with 2+ photos and a summary of at least 20 characters ÷ finished visits.

• On-time arrival: arrivals at or before the window ends ÷ arrivals. Early counts as on time.

Office (dispatch and CSR):

• Same-day assignment: jobs you booked with a tech assigned that day ÷ jobs you booked.

• Time to schedule: hours from job created to first appointment, averaged.

• Confirmation rate: confirmed appointments ÷ appointments on jobs you booked.

Each measure needs a minimum sample (usually 5) before it is ranked.

4. How the Pro Score works#

Each measure with a target scores 0–100 between a floor and a target. Category scores are averaged, then combined with your weights (defaults: Sales 40, Quality 35, Efficiency 25). Categories with no data drop out. A technician is ranked only after the minimum number of jobs in the period (default 5) and with data in at least two categories, so a pure seller or pure fixer can't top the board alone.

5. Run a challenge#

1. In New challenge, enter a Name (for example "Picture-perfect week").

2. Pick a Measure: Points earned, Estimates sold, Memberships sold, On-time arrivals, Photo-complete jobs, Proposals with 3+ options, First-visit fixes or Confirmed bookings.

3. Pick a Type: Team goal (everyone adds to one total; nobody is ranked) or Personal target (each person aims for the target).

4. Set the Target, Who (Everyone it applies to or one league), Starts, Ends and an optional Reward.

5. Click Start challenge. Running challenges show progress and days left; Edit and Cancel are on each one. Completing one earns 100 points.

6. What technicians see (My game)#

In the field app, technicians tap My game on the Today screen. They see their points, level, Pro Score ("Counts once you've finished N jobs this period"), streaks, challenges, coaching cards, badges and recent points. The Team board appears only if their league's board is public, and lists only people who turned on Show me on the team board (first name, last initial and Pro Score).

Settings that change this#

Settings › People › Coaching (owner and admin):

• Leagues and visibility: create leagues (for example "Install team") by League name and Business unit, move people between leagues, and Make public / Make private each board.

• Scoring: Sales weight, Quality weight, Efficiency weight and Jobs before ranking (per period). Show technicians their rank position and Allow revenue numbers on public boards are off by default.

• Points: points for each action (for example Sold an estimate 40, Sold a membership 50, Photo-complete job 15, On-time arrival 10, Sale refunded −40). Click Save scoring and points.

• Shop TV: Create TV link for a full-screen, read-only board (opted-in first names on public boards plus team goals). The link is shown once; anyone with it can view. Replace TV link or Turn off TV link at any time.

Tips#

• Coach from Why is it X?: open the actual jobs with the person rather than arguing about the number.

• Keep install and service techs in separate leagues so you compare like with like.

• Use team goals for quality habits (photos, on-time). They motivate without ranking anyone.

Troubleshooting#

• "Nobody in this league yet." Add people to the league in Settings › People › Coaching.

• Someone shows "Not ranked yet". They haven't done enough work this period. Try This month.

• A technician can't see the team board. The league's board is private, or they haven't opted in.

• Customer service can't open Coaching. By design. CSRs are scored (Office league) but don't see the office leaderboards.

• My game says "Coaching is for technicians and the office team". Owners and admins view scorecards on the web.

FAQ#

Does revenue earn points? No. Selling actions earn points, but quality and process earn as much, and revenue itself earns nothing.

Can technicians see each other's revenue? Not unless you turn on Allow revenue numbers on public boards.

What about call scorecards? Calls › Call Scorecards (/conversations) grades recorded calls and in-home sales conversations against your scorecard. CSRs and technicians see only their own (My scorecard); dispatchers and viewers see the team. Grading is set up in Settings › Phones › Call Scorecards. It is a separate tool from this page.

Coming from ServiceTitan#

ServiceTitan's Technician Scorecard and leaderboard reports rank mostly on revenue. TradesWork keeps the familiar measures (close rate, average ticket, memberships, callbacks) but ranks on a Pro Score that weighs quality and on-time arrival alongside sales, needs a minimum sample before ranking, and keeps boards private unless technicians opt in.