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Terms | Definition/Calculation |
|---|---|
| Active Tickets | |
| Ticket Age | For active tickets, current date - date opened |
| Tickets Resolved | Count of all tickets with a date resolved or date completed (if date resolved is not available) |
| Average Labor Entries | |
| % Closed First Contact | |
| First Line Response | |
| Single Technician on Ticket | |
| Multiple Technician on Ticket | |
| Reopened Tickets | |
| Avg. Time to First Time Entry | |
| Avg. Time to Respond | |
| Avg. Time to Plan | |
| Avg. Time to Resolve | |
| Opened/Closed Same Day | Tickets with same date opened and date closed |
| Ticket Age | For open tickets, current date - date opened |
| Tickets | Count of all tickets date range selected |
| Labor | Count of all labor hours for date range selected |
Active Tickets Summary
This dashboard shows the count of active tickets per board, per status, and per date created. In addition, it gives full visibility of ageing tickets with respect to creation date and date of last update.
Available slicers are: Board, Team, Technician, and Date Range
Ticket KPIs
This dashboard shows the monthly trend of relevant KPIs for open and closed tickets such as Ave. Time to Respond and Ave. Time to Resolve. All of these are also shown per customer for easy investigation.
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Overview
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