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Dashboard showing card number
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The ConnectWise Manage Service Board in the MSPbots app is a dashboard showing several widgets
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based on the
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Board that the user selects from the Board Name dropdown field. name. This dashboard gives a glimpse of key data that shows how the support or customer service of your MSP is doing.
Here are some examples of widgets on the service board.
Widgets
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| Widget | Description |
|---|---|
| Opened Today |
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| Displays the number of opened tickets today. This excludes canceled tickets. |
| Closed Today |
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| Displays the number of closed tickets today. |
| Assigned |
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| Displays the number of tickets |
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| with assigned resource/s. |
| Unassigned |
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| Displays the number of tickets with no assigned resource/s. |
| Stale |
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| Displays the number of tickets with no updates within the last 7 days. | |
| Open Tickets by Type |
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| Pie chart showing the breakdown of open tickets by type, i.e., Software, Network, Backup, Accounting, etc. |
| Open Tickets |
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| Displays the number of open tickets for the last 14 days with status |
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| Assigned, Complete, In-Progress, New, On-Hold, and Reopened. |
| New Tickets |
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| Displays the number of new tickets for the last 14 days. |
| Waiting on Customer |
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| Displays the number of tickets with status Waiting on Customer for Service Desk |
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| board for the last 14 days. |
| MTTR* |
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| vs HD Implementation |
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| A line trend widget showing the total number of continuum tickets and average time to resolution values in the last 60 days. | |
| Kill rate % this week |
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| Displays the average rate to resolve ticket issues for the current week. |
| Average time to resolution this week |
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| Displays the average time in hours to resolve ticket issues for this week. |
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| All Billable Hours |
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| Displays the total billable hours for the month to date. |
*MTTR - Mean Time to Repair is the average time it takes to detect an issue, diagnose the problem, repair the fault, and return the system to being fully functional
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