2. Workflow and Attention
Use pipeline stages and attention queues to prioritize repair work.
How to read the repair pipeline
The pipeline shows the number and percentage of repairs at each operational stage.
- Open: Active repair records.
- In shop: Devices currently held by the store.
- Fixed: Repairs marked successfully completed.
- Ready: Devices ready for customer pickup.
- Delivered: Devices handed back to the customer.
Use the pipeline to find bottlenecks—for example, many fixed devices with few deliveries may indicate a pickup or customer-contact problem.
How to use the Needs Attention queue
Needs Attention highlights work that may require immediate follow-up.
- Fixed repairs waiting for pickup
- Open repair tickets and those assigned to the current technician
- Outstanding repair tasks
- Pending repair balances
- Loaner devices still with customers
Review the queue at the start and end of each shift. Contact customers, assign technicians, collect balances, and reconcile loaners according to business policy.