Generate Technician Profile
This action enables Neo to generate detailed profiles for each technician based on their ticket history. Neo identifies key skills, experience levels in various areas, primary tasks performed, and work trends, providing managers with a comprehensive view of each technician’s expertise.
How it Works?
Neo analyzes historical ticket data, focusing on the types of issues resolved, expertise applied, and frequency of specific tasks.
Neo compiles the information into a structured profile that highlights 3-5 core skills, main tasks performed, and any emerging trends in the technician’s work.
Managers can view and use these profiles to better understand their team’s strengths and plan skill development.
Benefits
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Improved Team InsightsOffers a clear understanding of each technician’s skills, helping managers make informed decisions.
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Skill OptimizationEnables managers to align tasks with technician strengths, enhancing team productivity.
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Continuous DevelopmentHighlights gaps or areas for growth, supporting targeted training and upskilling.
FAQs
Neo analyzes historical ticket data, identifying patterns related to the types of issues a technician resolves frequently.
Neo categorizes expertise levels based on success rates and frequency of work in specific areas. It checks if the given technician has done any work on the ticket or was just marked as resource.
Yes, you can create any ticket search criteria to be used in the profile. For example, use only tickets closed in the last 90 days.
The workflow can run in any time frequency you want, weekly, monthly.
