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Dashboard Name | Description |
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Active Tickets Summary | This dashboard shows the count of active tickets (non-child and non-internal) 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. |
Ticket KPIs | This dashboard shows the monthly trend of relevant KPIs for open and closed tickets (non-child and non-internal) such as Ave. Time to Respond and Ave. Time to Resolve. All of these are also shown per customer for easy investigation. |
Tickets Resolved - Technician Efficiency | This dashboard gives an overview on count and daily rate of Tickets Resolved for the selected date range. Also shows the % of tickets resolved by First Line Response. |
Tickets Opened-Closed Same Day | This dashboard shows the count and percentage of tickets that were opened and closed on the same day as well as their weekly trend for the selected date range. |
Ticket Labor Analysis | This dashboard compares the total ticket count with the total labor hours on a per company, board, and subtype level. It also shows their monthly trend for the selected date range. |
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Terms | Definition/Calculation |
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Ticket Age | For active tickets (non-child and non-internal), calculation is Current Date - Date Opened |
Tickets Resolved | Count of all tickets (non-child and non-internal) with a Date Resolved or Date Completed (if date resolved is not available) |
Average Labor Entries | Average count of time entries per ticket (non-child and non-internal) |
Average Labor Hours | Average number of hours recorded per ticket (non-child and non-internal) |
Closed First Contact | Closed tickets (non-child and non-internal) that only have 1 or 0 recorded time entry. Excludes time entries with less than 3 minutes |
First Line Response | Closed tickets (non-child and non-internal) that only have 1 recorded time entry. Excludes time entries with less than 3 minutes |
Single Technician on Ticket | Closed tickets (non-child and non-internal) with only 1 technician that logged time. Excludes time entries with less than 3 minutes |
Multiple Technician on Ticket | Closed tickets (non-child and non-internal) with 2 or more technicians that logged time. Excludes time entries with less than 3 minutes |
Reopened Tickets | Tickets (non-child and non-internal) that were reopened, meaning it was tagged as closed at one point but was changed to open/in-progress again. |
Avg. Time to First Time Entry | Average number of hours it takes before the first time entry is recorded per ticket .(non-child and non-internal) |
Avg. Time to Respond | Average Respond time (in Hrs) per ticket (data non-child and non-internal). Data is from ConnectWise Manage internal SLA) |
Avg. Time to Resolution Plan | Average Resolution Plan time (in Hrs) per ticket (data non-child and non-internal). Data is from ConnectWise Manage internal SLA) |
Avg. Time to Resolve | Average Resolve time (in Hrs) per ticket (data non-child and non-internal). Data is from ConnectWise Manage internal SLA) |
Opened/Closed Same Day | Tickets with same date opened and date closed |
Active Tickets Summary
This dashboard shows the count of active tickets (non-child and non-internal) 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
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This dashboard shows the monthly trend of relevant KPIs for open and closed tickets (non-child and non-internal) 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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