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Dashboard Name | Description |
|---|---|
| Active Tickets Summary | This dashboard 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. |
| 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.Ticket KPIs |
| 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 last 6 monthsselected 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 | ||
|---|---|---|---|
| Tickets Resolved | Count of all tickets with a date resolved or date completed (if date resolved is not available) | ||
Average Time to Respond | Average 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 gives an overview on count and daily rate of Tickets Resolved for the date range chosen. It also has trend graphs for the average Time to Respond and average Time to Resolveshows 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 gives an overview on count and daily rate of Tickets Resolved for the date range chosen. It also has trend graphs for the average shows the monthly trend of relevant KPIs for open and closed tickets such as Ave. Time to Respond and average Ave. Time to Resolve. All of these are also shown per customer for easy investigation.
Available slicers are: Board, Team, Technician, and Date Range
Tickets Resolved - Technician Efficiency
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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 last 6 monthsselected date range.
Available slicers are: Board and Date Range
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