Let’s say you use ConnectWise Manage and SmileBack. The data mashup feature would allow you to pull in metrics from both of those tools into one seamless gauge. Essential when tracking something like Tickets Resolved and CSAT by Tech.
Combining your datasets or datasources will allow you to gain new or more powerful insights than if you were to track each piece of data separately. Mashups make for stronger dashboards, and stronger dashboards help you make better, faster business decisions.
Are the number of hours your techs billing matching up with how many tickets they're resolving? If not, it could signal lags in efficiency.
Is your tech resolving a high number of tickets and receiving good CSAT scores? Great, they're doing a good job of meeting client's needs.