#### AI Technician Feedback

#### **Configuring AI Technician Feedback**

The AI Technician Feedback feature allows organizations to collect and analyze feedback on technician performance from project managers (PMs) and provides actionable AI-generated insights. Follow the steps below to configure this feature in the Admin Panel.

#### **Steps to Enable and Configure AI Technician Feedback**

1. **Access the Admin Panel**  
2. Navigate to the Admin Panel in your Chekhub account and select the AI Toolkit tab.  
3. **Enable Technician Feedback**  
4. If enabled, the Technician Feedback option will appear in the side menu.  
5. Enabling this AI toolkit feature will apply the technician feedback functionality to all tickets that utilize vendor dispatch.

**Configure AI Prompt**  
Click Edit under the AI Prompt section. Provide detailed instructions for how the AI should interpret the data collected from the feedback form.

Example prompts:
- _“Analyze technician performance based on numeric and text data provided.”_
- _“Identify performance trends and areas for improvement.”_
- After completing your prompt, click **Save** in the top-right corner.

**Customize the Technician Feedback Form**

- Click Edit under the Feedback Form section and toggle on the enable switch to activate feedback forms on tickets with dispatch.
- Define questions or values PMs must provide feedback on. Examples include:
  - Rate the technician’s performance on a scale of 1-10.
  - Describe the technician’s adherence to job scope.

**Question Types:**
- Single Choice: PM selects one option from a pre-configured list.
- Numeric: PM enters a numeric value.
- Text: PM provides a simple text response.
- Multi-Select: PM selects multiple options from a list.
- Date: PM selects a date from the calendar.
- Use the + Field button in the bottom of the panel to add additional lines to the feedback form.

**Set Question Requirements**
- Mark fields as Required or Optional based on your organization’s needs.
- Required fields must be completed to close the ticket.

**Save Configuration**
- Click Save in the top right corner to finalize your technician feedback form.

**Important Notes**
- Feedback must be completed before a ticket can be moved from Completed to Closed.
- Once the ticket is closed, the AI will generate feedback. If a ticket is moved back to Completed and then Closed again, the AI will regenerate its feedback.

#### **Using Technician Feedback on a Ticket**

The AI Technician Feedback feature is used on tickets utilizing vendor dispatch that have reached the completed status to evaluate technician performance and score them using AI.

#### **Steps to Use Technician Feedback**

- **Access the Completed Ticket**
  - Navigate to the Completed ticket from your dashboard in Chekhub.
  - Only users with role permissions allowing them to View and Edit Technician Feedback can access the Feedback Tab within the ticket.
- **Provide Feedback**
  - Access the Feedback tab in the ticket and fill in all required fields in the performance form.

Example fields might include:
- Numeric Score: Rate the technician’s performance (e.g., 1-10).
- Single Choice: Was the task completed on time? (Yes/No)
- Text: Describe any challenges encountered during the task.

**Move Ticket to Closed Status**
- After completing the feedback form, move the ticket from Completed to Closed.

_NOTE: The ticket cannot be closed until the Vendor feedback form is completed and saved._

**AI Feedback and Score Generation**  
Once the ticket is closed, AI will generate feedback, including:
- Performance Score
- Technician Work Summary
- Performance Scoring Explanation

Navigate to the Feedback tab in the closed ticket and expand the technicians performance score to see the AI-generated technician feedback and performance scoring.

_NOTE: If the ticket is moved back to Completed and then Closed again, the AI will regenerate its feedback based on the updated data._

#### **Example Qualitative Feedback Questions**

Here are examples of qualitative questions you can include to gather meaningful insights:
- Describe any challenges encountered with the technician. _(Text Response)_
- Rate the technician’s performance on a scale of 1-10. _(Numeric)_
- What was the date of task completion? _(Date Selection)_
- Select key areas where the technician performed exceptionally. _(Multi-Select: Problem Solving, Professionalism, Timeliness, etc.)_
- Were there any challenges in communication with the technician? _(Single-Select: Yes, No)_

#### **Vendor Feedback Benefits**

Enabling Technician Feedback delivers several key benefits:
1. **Improves Workflow Efficiency:** Identify process inefficiencies and make data-driven adjustments to improve technician dispatching and task management.
2. **Drives Technician Performance:** Numeric ratings and qualitative feedback help technicians understand their strengths and areas for growth.
3. **Provides Actionable Data:** Quantitative feedback allows for easy tracking of performance trends, supporting training initiatives and resource allocation.
4. **Ensures Accountability:** Requiring feedback ensures that PMs consistently evaluate technicians, promoting professionalism and transparency.

By leveraging this feature, you can foster a culture of continuous improvement, deliver higher-quality services, and streamline operations.