The Ultimate Guide to ConnectWise Metrics: What to Track, How to Measure, & Why You Should Care

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About This Resource

When it comes to business intelligence solutions, if accessing your data is too complicated, then what good is that tool to you anyway?

With BrightGauge, we want two things to happen for you immediately: 1) your day-to-day tasks become a whole lot easier; 2) you start viewing your data on day one.

That’s why, before we release any integration, we take the time to figure out which KPIs matter most to business leaders like you and we pre-build gauges, dashboards, and reports that you’ll have access to as soon as you connect to that datasource.

We do this with every single datasource so that you don’t miss out on any time you could be spending evaluating your data.

Two of our most popular integrations are ConnectWise Manage and ConnectWise Automate. Between these two, you’ll have access to literally hundreds of default gauges as soon as you connect!

Just ahead, we’ll tell you exactly what you can expect out of your ConnectWise Manage and ConnectWise Automate integrations.

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Why ConnectWise Manage?

ConnectWise Manage is all about getting a handle on your service desk. With BrightGauge, a quick glance at your dashboard is all it takes to get a snapshot of what’s going on with your tickets and your technicians.

The following KPIs all come pre-loaded into your account when you integrate ConnectWise Manage and BrightGauge.

ACTIVITIES/OPPORTUNITIES KPIs

 

Activities Today

- The Activities Today gauge simply shows you what activities you have opened up within ConnectWise. The number on the gauge shows you the total number of activities, but if you drill down further, you’ll find the company name, contact name, subject, and the technician the activity has been assigned to.

Having this data readily available in BrightGauge saves you the trouble of toggling between windows or logging in and out of multiple accounts to get all the information you’re looking for.

Activities by Sales Rep Scheduled This Week

- This is a helpful gauge which shows service desk managers the number of activities each of their reps has scheduled for the week.

The gauge breaks down the data in a column chart, displaying each rep’s name and a column showing the number of activities scheduled.

A metric like this is important to track because it can show what reps are overworked versus underworked and who is allocating their time most resourcefully. Insights like this keep operations running optimally.

Activity Points This Week Leaderboard

- Leaderboards are a useful way to motivate and incentivize your team members to accomplish a certain task. They’re also a simple and helpful way for managers to assess how their techs are doing with one quick glance, as techs are automatically ranked based on parameters you’ve set.

This leaderboard looks at the total number of activity points each technician has accumulated during the week, which indicates who is closing out the most amount of projects in a time period.

Currently Open Sales Activities

- Winning new business is really important for any company and part of being a sales manager is staying on top of your team’s activities, especially when it comes to new opportunities.

This metric shows you how many currently open sales activities your team is working on. Clicking into the number pulls up a list of the company name, a summary of the opportunity, the contact, the sales person working on it, and the status of said opportunity.

It’s nice to see what could be coming down the pike, so this is a great number to keep an eye on.

Deals in Pipeline (Snapshot)

- As a sales team manager, tracking the deals in your pipeline over time can help you make predictions about new business and net new MRR, which are important metrics to share with your executive team.

Snapshot gauges automatically attain this historical data for you by capturing your data points on a daily, weekly, or monthly basis and plotting them onto a chart.

The longer you track your pipeline deals, the better your predictions will become. For example, you may notice that you have a busier time of year when your deals spike.

*Available on Enterprise Plans only

Open Opportunities

- Knowing what opportunities are sitting in your pipeline can give the insights needed to forecast future revenue, profits, headcount, and more, which is necessary when making important business decisions.

This gauge shows the current number of open opportunities, with the ability to drill down and see the company name, opportunity summary, sales rep working on the opportunity, the expected close date, and the potential revenue associated with it.

Open Opportunities by Stage

- This metric lets you get a bit more granular with the details of your currently open opportunities.

The column gauge breaks down the amount of open opportunities you have by lifecycle stage (ex: lead generated, quote building, quote sent out).

This kind of information helps you be more precise when forecasting future revenue.

Open Opportunities by Type

When it comes to open opportunities, you may want to know what buckets they fall into, as it can help you make predictions about the resources you’ll need in order to support new business coming in.

This gauge breaks down your open opportunities by type, such as IT infrastructure, security, software, application development, and more.

If you see you have a large influx of security opportunities, you may want to think about adding another team member to your security team.

Opportunities Closed Last Week

- Knowing what opportunities are sitting in your pipeline can give the insights needed to forecast future revenue, profits, headcount, and more, which is necessary when making important business decisions.

This gauge shows the current number of opportunities that were closed in the last week, with the ability to drill down and see the company name, opportunity summary, total revenue, and who the opportunity was closed by.

Product Pipeline Next 30 Days

- It’s necessary to always track opportunities in the pipeline, as it gives sales leaders the insights needed to make forecasting decisions.

This gauge lists the projected revenue per opportunities in your pipeline that are expected to close within the next 30 days.

Revenue Opportunities Currently Open by Sales Rep

- Potential revenue associated with open opportunities can give a sales team a lot of insights on where they’re headed and allows leaders to make projections based on data, versus gut feelings or something subjective.

This gauge brings in that data, with a column chart showing sales reps and the potential revenue they will bring in on currently open opportunities. Clicking on each column also gives more information on the open opportunity, like company name and opportunity summary, expected closed date, and potential revenue to be brought in.

This is also a good gauge to track when looking to incentivize or reward employees.

Revenue Pipeline Next 30 Days

- This gauge helps you see the potential revenue that is sitting in your pipeline. In other words, it is the amount of revenue that will be brought in if your currently open opportunities are closed within the next 30 days.

It lists the name of the company associated with the opportunity and the potential revenue attached to the opportunity.

Revenue on Opportunities Won in the Last 3 Months

- Some KPIs within BrightGauge are set up as Benchmark Gauges, which allow you to track your performance against peers in your industry. For example, you may want to compare your numbers to others in your HTG peer group.

This is one of those KPIs. It displays the revenue, in dollar amount, on won opportunities in the last 3 months and also shows your rank/position within your designated peer group.

You can drill into the number to get details on the opportunities, like company name, opportunity summary, sales rep associated with the opportunity, and revenue brought in.

Sales Activities Closed Last Week

- This KPI provides a quick and easy way to understand how many sales activities were closed in the previous week.

The number tells the amount of opportunities closed, while drilling into the number reveals more details like company name, opportunity summary, the date the opportunity was closed, and who it was assigned to.

Sales Activities Closed Last Week by Sales Rep

- Sales managers will want to keep an eye on what their reps are doing, to understand if someone is having trouble meeting their goals, or to see who might be having a stellar week.

This pie chart shows each sales rep on your team and the number of sales activities each one closed in the last week.

If one of your reps is severely underperforming, it could indicate that that person may benefit from additional training or tools.

Sales Activities Scheduled Next 7 Days

- To understand what the upcoming week is going to look like in terms of sales activities, this gauge comes in handy.

It shows the number of sales activities scheduled in the next 7 days, with more details available when you drill down, such as company name, opportunity summary, scheduled activity date, and the projected number of hours scheduled for the job.

Service Pipeline Next 30 Days

- Opportunities are not only trackable within the sales team. A service department can also benefit from tracking opportunities that lie in their own pipeline. The reason they’d want to do this is to understand the potential revenue stream coming into the service department.

This gauge shows the service pipeline for the next 30 days, which includes the company name and service revenue sum associated with each opportunity.

Service Summary

- This gauge gives you perspective on your client activity so you can gain insights on those clients that are particularly noisy or may be in need of additional training.

It lists client name along with their number of currently open tickets, the number of tickets that were opened last month, and the number of tickets that were closed last month.

You can drill down further into each column to see more details on the tickets, like the ticket number and a short summary.

Total Revenue on Open Opportunities

- This is a simple (but important) gauge that shows your total revenue on any currently open opportunities sitting in your pipeline.

Clicking on the revenue number reveals more details about the opportunities, like company name, opportunity summary, sales rep associated with the opportunity, the expected close date, and the revenue per opportunity.

This insightful data can help managers and MSP owners make future projections and can also help drive important business decisions, like whether or not to add more resources to their teams.

CSAT KPIs

Average CSAT Last 90 Days

- MSP owners and managers should consistently be tracking their Customer Satisfaction (CSAT) scores on an ongoing basis. Assessing how well or not your customers are satisfied with your product or service can tell you a lot about your business and can give you insights into improvements and updates that should be made.

This gauge displays your average CSAT score across the board for the last 3 months. Many MSPs use it as a benchmark gauge to track how they are performing against other companies within their peer group.

If you drill into this gauge a bit more, you can get a list of all your tickets and associated CSAT score for the last 90 days, so you can take a look at poor reactions and analyze what may have caused that score to be so low.

Customer Satisfaction This Month Leaderboard

- Leaderboards are a fantastic way to inspire a little healthy competition amongst your team members. They basically put your techs up on a board and compare their rankings on a certain metric against one another.

In this case, this leaderboard ranks techs by their average customer satisfaction score this month.

Keeping this leaderboard on display motivates team members to work hard and incentivizes them to give their best output.

As a service desk manager, you can consider awarding a prize to your top-performing tech.

Survey Responses Last 30 Days

- Are you consistently monitoring the results of your surveys? This metric makes it a no-brainer to do so.

It lists out your survey responses for the last 30 days by company name, summary, who the survey was submitted by, and the total number of percentage points received.

If you have a certain percentage goal you like to stay above, this gauge can quickly tell you which problematic surveys may be worth diving into.

Surveys Received This Month

- How many survey responses do you have coming in month-to-month? This metric will tell you.

The number displayed is the number of surveys received in the current month. Clicking on the number shows more information, like company name, ticket number, summary of the ticket, and the date the survey was submitted.

Tickets Resolved and CSAT by Tech This Month

- If you are solely paying attention to the number of tickets your techs are resolving, you may think they are crushing it if their numbers are really high. But without adding the context of CSAT scores, how do you know if they’re properly responding to tickets?

This gauge pairs those metrics side-by-side in a column chart by showing each of your techs and their respective number of tickets resolved plus average CSAT score. A high number of tickets resolved with a high average CSAT score is awesome.

You can drill into your tech’s tickets resolved column and CSAT column to get more details about each of those tickets, like company name, ticket number, summary, resolution date, time to resolution, and CSAT percentage.

*Available on Enterprise Plans only

EMPLOYEE HOURS/TIMESHEETS KPIs

2+ Hours

- This insightful gauge will help service desk managers understand they type of projects that their technicians are spending a more significant amount of time on.

The number in the gauge will show you how many open projects have 2 or more hours billed to them.

By drilling down further into the gauge, BrightGauge returns more details, such as the ticket number, a summary of the project, the technician who is working on the project, and the total number of hours that have been billed to that project thus far.

Data such as this helps managers allocate their resources more appropriately so that productivity remains high.

Actual Hours Previous Week

- Monitoring hours is really important to make sure you’re properly tracking against SLAs and accurately quoting clients. It also helps you see how well or not your technicians are making use of their time.

This gauge breaks down hours billed last week per each technician on your team.

Quickly glancing at this on a dashboard shows who is billing most and who may not be billing enough, giving you insights on corrective action you may need to take within your team.

Actual Hours Worked - Previous 30 Days

- This gauge returns the number of hours billed per technician in the previous 30 days, giving an important view of how well team members are meeting their SLAs.

Actual Hours Yesterday - Table

- The Actual Hours Yesterday gauge displays the number that each team member billed yesterday. Unlike the similar gauges above, this one is displayed in table format instead of column chart (though it should be noted that the format of BrightGauge gauges can be changed based on your preference).

Actual Hours at No Charge by Client - Previous 30 Days

- This column chart breaks down hours billed at no charge by client. It can indicate pro bono work that is being done for a client or maintenance work that does not require billing.

A metric like this can tell you how many hours of work are being spent on profitable tasks versus non-revenue-generating tasks.

Actual Hours by Resource Yesterday

- This column gauge will display the total number of hours each of your technicians billed yesterday, so you can see whether your reps have enough (or too much) work on their plates and if they are adequately billing that work.

Actual Hours by Work Type - Previous 30 Days

- This pie chart will break down the percentage of total hours worked per type of work (for example, Account Management, On-Site, Client Communication, Travel, Staff Training, etc.)

MSPs benefit from seeing a breakdown of type of work so they can adequately assign resources to various tasks and so they know in what areas they need to staff up or down. In sum, metrics such as this help to keep businesses running optimally.

This specific gauge breaks down hours by work type for the previous 30 days.

Actual Hours by Work Type - Previous Week

- This pie chart will break down the percentage of total hours worked per type of work (for example, Account Management, On-Site, Client Communication, Travel, Staff Training, etc.)

MSPs benefit from seeing a breakdown of type of work so they can adequately assign resources to various tasks and so they know in what areas they need to staff up or down. In sum, metrics such as this help to keep businesses running optimally.

This specific gauge breaks down hours by work type for the previous week.

Actual Hours on Tickets Closed Last Month

- This number gauge shows the total number of hours spent on tickets that were closed in the last month.

Looking at this month-to-month can help you identify any patterns and understand your average number of hours spent on closing tickets.

As an MSP, this is important to understand in order to plan for headcount and for taking on new clients.

Advanced Hours Actual Today by Member

- This column gauge shows each team member’s actual hours billed on a given day. It syncs every 5 minutes, so it’s a great way to get up-to-date data.

By drilling further down into the gauge, you’re able to see the exact projects and tickets that each team member is billing hours to that day.

Keeping an eye on this metric helps you determine who is being productive, who is overworked, and who may not have enough assignments.

*Available on Enterprise Plans only

Advanced Open Time Sheets by Member

- A column gauge that breaks down how many hours have been entered into open timesheets per team member.

Because this gauge reports on numbers that have yet to be approved, it’s a great way to make projections on hours for a certain time period, and forecast how you may be tracking against SLAs.

*Available on Enterprise Plans only

Average Hours Worked Per Ticket - Last 7 Days

- If you’re trying to regulate the amount of time your technicians spend working on incoming tickets, this metric is going to be really helpful.

It shows you the average hours worked per ticket over the last 7 days, or any other time frame that you specify.

When you dig into the gauge a bit deeper, you’ll find a list of all resolved tickets in the last 7 days, a summary of the ticket, and the number of actual hours each ticket took to resolve.

If too much time is being spent on tickets, it could indicate that your service desk may benefit from additional training or an update in processes.

Average Hours Worked Per Ticket - Today

- Some service desk leaders want to keep a closer watch on the amount of time their technicians are spending working on tickets, which is where this metric comes in handy.

It gives a real-time view of the average hours worked per ticket today, so it’s a gauge that will constantly be updating as the day progresses.

More details like ticket number, status, summary, and actual hours can be found by drilling down into the gauge.

If service desk leaders notice that today’s number is getting a little high, it could be a sign that there’s a sticky ticket or an issue with backlog.

Billable Hours Last Month (Dollar Value)

- When it comes to tracking your finances and SLAs, it’s helpful to know the dollar value of the hours your team members are billing.

This number gauge shows you the total dollar value of all your billable hours from the last month. Drilling further into the gauge shows details including company name, agreement name, hours, and ticket number and name.

Team leads want to keep an eye on this metric to ensure they are staying within the parameters of their budgets and agreements.

Billable Hours Last Week (Dollar Value)

- When it comes to tracking your finances and SLAs, it’s helpful to know the dollar value of the hours your team members are billing.

This number gauge shows you the total dollar value of all your billable hours from the last week. Drilling further into the gauge shows details including company name, agreement name, hours, and ticket number and name.

Team leads want to keep an eye on this metric to ensure they are staying within the parameters of their budgets and agreements.

Billable Hours Not Invoiced

- This metric helps you understand hours that will affect your SLA but have yet to be invoiced.

A simple number gauge, this shows you the total number of hours your team members have billed which haven’t been invoiced. By default, this data is for the past 210 days, but with BrightGauge, you can filter for whatever specific date or period of time you prefer.

Billable Hours Yesterday

-This is a valuable metric for team leads who are tracking what their team members are doing on a daily basis.

The Billable Hours Yesterday gauge returns a list of your techs and the number of hours each of them billed yesterday.

Managers benefit from this metric because it helps them see who is overworked, who may not have enough on their plate, if there might be SLA breaching issues, and so on.

Billable Hours Yesterday (Dollar Value)

- Some managers prefer to see their billable hours data by its dollar value. This metric gives that exact information.

It shows the dollar value of all hours that were billed yesterday. If you want more details than that, drilling down shows company name, agreement, hours, ticket number, and ticket summary.

This is important data to keep on hand when it comes to tracking SLAs.

Hours This Week Leaderboard

- Leaderboards are a really effective way to motivate your team members to work as productively as possible and perform their best. In a leaderboard, team members are ranked by a desired metric, with the highest performer appearing at the top.

This particular leaderboard ranks your techs by their actual hours worked this week. Keeping this board handy gives you visibility into what each of your techs are up to and if anyone is over or underworked.

Hours This Week by Engineer

- In order to keep a team running efficiently, it’s important for managers to understand how their engineers are billing their hours, as this is tied into staying on track of SLAs.

This metric provides a column chart of non billable versus billable hours this week, broken down by each engineer on your team.

Drilling into each engineer’s data provides more details, like ticket number, company name, ticket summary, and actual hours billed to that ticket.

Hours Today by Engineer

- In order to keep a team running efficiently, it’s important for managers to understand how their engineers are billing their hours, as this is tied into staying on track of SLAs.

This metric provides a column chart of non billable versus billable hours today, broken down by each engineer on your team.

Drilling into each engineer’s data provides more details, like ticket number, company name, ticket summary, and actual hours billed to that ticket.

Hours by Ticket Board This Week

- It’s possible that one of the ways you organize your service desk is by putting your tasks into different buckets, or boards. For example, you may have tickets and projects that fall under ‘Critical Alerts’ or ‘Routine Maintenance’.

It’s helpful to understand how many hours are being billed to each type of board so you can properly assign resources to areas you may need them most.

This metric does that for you. The column chart displays the total number of hours on each type of ticket board, filtered by the current week. Filters can be changed to match the date range of your preference.

If you drill into the columns, more details like ticket number, summary, and hours can be found.

Hours on Projects by Day - Last 30 Days

- You may want a day-to-day view of the number of hours billed to all projects, which is what this metric returns.

The column chart gives you a breakdown of the last 30 days and the actual hours billed on each one of those days. Tracking this over time can give you insights into your workflow trends - maybe certain days of the week are more high-volume than others.

Clicking into the columns gets you more details on tickets and the hours billed.

Hours on Projects by Tech - This Week

- When tracking your tech’s hours, you may want to see how much they are billing towards a specific project or set of projects.

This gauge helps give you visibility into that data by breaking down hours actual per tech this week, in relation to project parameters that you specify (ex: projects not closed, projects with a specified name, etc).

Drilling into the gauge gives company name, project, date, tech assigned to the project, and hours billed.

In Office

- Need to see how many employees you’ve got in the office on a given day?

Take a quick glance at this gauge, which displays the number of employees who are in. You can click on the number to get more employee details.

In/Out Board

- Like the ‘In Office’ gauge, this one gives you a more detailed view of your team members who are currently out of the office.

The list gauge shows you the name of the employee who is out, the reason they are out (ex: vacation), and the date they are expected back in the office.

A metric like this is really helpful when organizing your service and response teams week-to-week.

Member Efficiency - Current Week

- This metric helps you gauge how efficient your team members are being with their hours and their tickets for the current week.

The table displays each of your team members, how many open tickets are in their queue, how many tickets they’ve resolved this week, their total hours for the week versus how many of those hours were billable, the number of tickets they’ve touched this week, and their utilization rate for the week.

Keeping an eye on this data helps assess which of your techs is working most productively and who could use some improvement.

*Available on Enterprise Plans only

Member Efficiency - Today

- This metric helps you gauge how efficient your team members are being with their hours and their tickets today.

The table displays each of your team members, how many open tickets are in their queue, how many tickets they’ve resolved today, their total hours for today versus how many of those hours were billable, the number of tickets they’ve touched today, and their utilization rate for the day.

Keeping an eye on this data helps assess which of your techs is working most productively and who could use some improvement.

*Available on Enterprise Plans only

Open Time Sheets by Member

- This is a simple metric that lets you see how many open time sheets each of your team member has.

The column chart displays each member on your team with their corresponding number of open time sheets.

Clicking into the column allows you to see more details, like team member name and start, end, and due date.

Out of Office

- This gauge makes it really simple to track who is out of the office on any given day. It shows you how many people are out and if you drill down further, you can see the name of the team member who’s out and the date they will be back in the office.

Past Due Timesheets

- Got a lot of team members responsible for entering their hours worked? No one wants to chase each individual down to make sure they’re submitting their timesheets, but it’s something to keep an eye on.

This metric shows the number of timesheets that are past due, with the ability to drill down and see the team member with the past due timesheet, the period start and end date, and the timesheet due date.

Past Due Timesheets Details

- This gauge gives you an alternative way to view which of your team members has an overdue timesheet. Instead of seeing the number of past due timesheets, you can get right to the details, seeing the team member’s name, the time period’s start and end date, and the timesheet due date.

Past Due Timesheets by Member

- This column chart provides yet another way to see the members on your team who have a timesheet that’s past due.

It lists the team member and number of timesheets past due, and by clicking on the column you can also get the time period start and end date and due date.

Pending Approval Time Sheets

- Those of you who are responsible for making sure that timesheets are submitted in a timely manner may want to pay attention to this metric.

It tells you the number of timesheets in your queue that are pending approval. You can drill down further to reveal the team member’s name, period start and end date, date the timesheet is due, and who that team member reports to.

Pending Approval Time Sheets by Approver

- If you are responsible for approving timesheets or for making sure they get submitted by a certain date, this metric can help you determine who you may need to nudge every now and then.

The column chart breaks down timesheet approvers and shows how many timesheets each one has in their queue waiting for approval. Clicking on each approver’s column reveals more details like team member name, time period start and end date, and timesheet due date.

Project Billable Hours This Week

- One way to measure how well you’re tracking against SLAs is to keep an eye on how many billable hours have been entered on projects each and every week. This helps you assess if you’re correctly understanding scope of work and allocating resources.

In this gauge, the number of billable hours entered on projects in the current week will be displayed, with the ability to drill down further and get details like company name, ticket number, and ticket summary.

Schedules Today - Tech

- When it comes to your tech’s schedules, it’s not enough to look at what tickets have a resource assigned to them. That’s because tickets can have more than one resource attached at a time.

This gauge helps you get more specific data by looking at the total number of open schedules today, regardless of associated ticket number. Drilling into the number reveals details like company name, ticket number, summary, status, start and end date, and last date updated.

Technician Utilization Today

- Your techs have a daily number of hours they are capable of working - for example, 8 hours a day. Are you tracking how many of those hours are actually being utilized?

This metric helps make that a simple task. It looks at each of your tech’s daily capacity versus their actual hours per day, and returns their utilization percentage today. So, if one tech’s actual hours were 7 out of their capacity of 8, their utilization rate would be 87.5%.

These numbers help you get a sense of what each of your techs has on his or her plate.

*Available on Enterprise Plans only

Technician Utilization This Week

- Your techs have a weekly number of hours they are capable of working - for example, 40 hours a day. Are you tracking how many of those hours are actually being utilized?

This metric helps make that a simple task. It looks at each of your tech’s weekly capacity versus their actual hours per week, and returns their utilization percentage for the current week. So, if one tech’s actual hours were 32 out of their capacity of 40, their utilization rate this week would be 80%.

These numbers help you get a sense of what each of your techs has on his or her plate.

*Available on Enterprise Plans only

Time This Week

- This is a simple gauge that just helps you assess how many actual hours have been entered during the current week.

You can drill down to get more information about where those hours were applied, including your employee’s name, ticket number and summary, company name, and the actual hours entered by that employee on that ticket.

Time Today - Tech

- This is a simple number gauge that displays how many actual hours have been entered so far today.

You can drill down to get more information on those hours, like ticket number and summary, company name, start date, and actual hours entered on that ticket.

Time Yesterday - Tech

- This is a simple number gauge that displays how many actual hours were entered yesterday.

You can drill down to get more information on those hours, like ticket number and summary, company name, start date, and actual hours entered on that ticket.

FINANCE KPIs

Active Agreements with Negative Margin

- If you have many clients and many projects, you’ve got to keep your SLAs organized and on track.

This particular gauge shows you how many of your active agreements are returning a negative margin.

A metric like this is useful in helping you determine which client accounts are most profitable and which you may be better off parting ways with.

Agreement Health

- This metric is incredibly important for MSPs to keep a constant eye on. It lists out SLA details such as company name, agreement title, start date, revenue, hours, and margin.

By glancing at this, MSPs can understand where their revenue and profits are coming from, which SLAs need to be tended to more carefully, if team members are overbilling on projects, and if negative margins are to be expected.

SLAs are at the heart of a business’s success, so having this data at one’s fingertips is truly valuable.

Amount on Invoices 90 Days Past Due

- The data in this gauge directly affects a company’s finances.

It returns the dollar amount that is set to come in from invoices that are 3 months past their due date.

An MSP should always be tracking this number because it should be counted towards the organization’s revenue. When drilling further into this gauge in BrightGauge, a user will see company name, invoice number, invoice send date and due date, the total invoiced amount, and how much (if anything) has been paid against that invoice.

Amount on Invoices Sent This Week

- Outstanding and past due invoices should always be monitored, as they reflect work that was completed and revenue that is set to come in.

This gauge shows you the amount you can expect to collect on invoices that were sent out during the current week.

For more details, users can drill down and find the company name, invoice number, invoice send and due date, and the total amount that is set to be collected.

Amount on Open Purchase Orders

- As part of your procurement process, you’ll want to track the dollar amount that remains on open purchase orders. This gauge returns that exact information.

BrightGauge allows you to drill down further, getting details like vendor name, PO number, status, number of items outstanding, and the name of the technician who entered the order.

This is an important number for MSPs to keep their eye on so they can understand the status and financial impact of their open orders.

Amount on Open Sales Orders

- Just as it is important to track open purchase orders, the same can be said about open sales orders.

This gauge allows you to see the dollar amount on any open sales orders. Drilldown information includes company, sales order number and name, the sales rep assigned to the order, status, and total dollar amount associated with the order.

Amount on Open Sales Orders by Sales Rep

- Using this gauge is helpful for managers to understand what dollar amount is tied to open sales orders per each of the reps on their team. Drilldown information displays company name, sales order number and order details, the sales rep assigned to the order, status of the order, due date, and total dollar amount associated with the order.

If managers notice that a sales rep has a really high dollar amount associated with past-due orders, it could signal that it’s time to talk to that rep and dive deeper into what’s going on.

Amount on Past Due Sales Orders

- This gauge shows users the dollar amount on sales orders that are past due. With BrightGauge, you can filter by a specific due date, choose to see the total dollar amount for all orders due earlier than today, or filter by a custom date range.

When you drill down, you can see company name, sales order number and name, sales rep assigned to the order, status, due date, and total dollar amount.

Amount on Past Due Sales Orders by Sales Rep

- This gauge shows users the dollar amount on sales orders that are past due, broken down by sales rep. With BrightGauge, you can filter by a specific due date, choose to see the total dollar amount for all orders due earlier than today, or filter by a custom date range.

When you drill down, you can see company name, sales order number and name, sales rep assigned to the order, status, due date, and total dollar amount.

Average EHR on Agreements per Month - Last 12 Months

- Business owners and managers are going to be especially interested in this metric.

This gauge calculates your Effectively Hourly Rate, which is the amount of revenue you are earning on agreements per hour. It shows you which of your agreements are most profitable and if there are any that may not be worth your time.

This gauge shows you your average EHR on agreements per month over the last 12 months, providing a trend line that shows your profit peaks and valleys.

Of course, this metric can be filtered for the time period you wish to see.

*Available on Enterprise Plans only

Average Margin Percentage on Agreements per Month - Last 12 Months

- Let’s face it: math is an unavoidable part of being a business owner or manager. But metrics that are automatically calculated for you take the headache out of tracking finances.

An example: this gauge. This returns your average margin percentage on all of your agreements per month, over the last 12 months. In other words, it shows how you’re performing in relation to costs versus revenue.

It’s important to keep an eye on this percentage because a low margin generally does not bode well for business.

*Available on Enterprise Plans only

Average Monthly Recurring Revenue Last 3 Months

- We don’t need to talk to you about the importance of tracking Monthly Recurring Revenue (MRR). It’s a huge metric that speaks volume about how much or how little your company is growing over time.

This gauge shows a company’s average MRR over the last 3 months, or quarter. Many MSPs use it as a benchmark gauge to see how they rank against peers in their industry.

It’s natural for MRR to ebb and flow throughout the year, as most companies experience higher-volume sales periods at one point or another. By tracking MRR consistently, you can better predict performance and set goals.

*Available on Enterprise Plans only

Billable Hours Last Month (Dollar Value)

- When it comes to tracking your finances and SLAs, it’s helpful to know the dollar value of the hours your team members are billing.

This number gauge shows you the total dollar value of all your billable hours from the last month. Drilling further into the gauge shows details including company name, agreement name, hours, and ticket number and name.

Team leads want to keep an eye on this metric to ensure they are staying within the parameters of their budgets and agreements.

Billable Hours Last Week (Dollar Value)

- When it comes to tracking your finances and SLAs, it’s helpful to know the dollar value of the hours your team members are billing.

This number gauge shows you the total dollar value of all your billable hours from the last week. Drilling further into the gauge shows details including company name, agreement name, hours, and ticket number and name.

Team leads want to keep an eye on this metric to ensure they are staying within the parameters of their budgets and agreements.

Billable Hours Not Invoiced

- This metric helps you understand hours that will affect your SLA but have yet to be invoiced.

A simple number gauge, this shows you the total number of hours your team members have billed which haven’t been invoiced. By default, this data is for the past 210 days, but with BrightGauge, you can filter for whatever specific date or period of time you prefer.

Bottom 25 Active Agreements

- When it comes to running a business, a hard truth is that not every customer is a good customer. Whether they don’t have staying power or the relationship is not profitable for your business, there are times where it makes most sense to part ways.

This metric is one to keep an eye on when you’re reassessing your client relationships. It shows the bottom 25 of your active agreements in terms of the monthly amount their agreements are bringing in.

Drilling down shows company name, start date, and that dollar value.

Bottom 25 CEI - Last 3 Months

- CEI, or Client Efficiency Index, is a way for MSP owners to see how their clients rank against one another. It is basically calculated using a normalized gross margin formula.

To calculate each client’s CEI would be a tedious task, but using this gauge does that work for you.

This column chart shows the 25 clients who have the lowest CEI percentage for the last 3 months. It’s really valuable to managers when they are reassessing their client accounts.

Bottom 25 CEI - Last Month

- CEI, or Client Efficiency Index, is a way for MSP owners to see how their clients rank against one another. It is basically calculated using a normalized gross margin formula.

To calculate each client’s CEI would be a tedious task, but using this gauge does that work for you.

This column chart shows the 25 clients who have the lowest CEI percentage for the last month. It’s really valuable to managers when they are reassessing their client accounts.

Bottom 25 Margin Amount on Agreements - Last 6 Months

- A margin is a good measure of how revenue from a client compares to costs. Tracking this is another way for managers to understand which of their client accounts are most worthwhile.

This column chart gauge shows the 25 accounts with the lowest margin amount on agreements for the last 6 months.

This metric is valuable for MSP leaders to know who is going to be most or least profitable for their business.

Bottom 25 Margin Amount on Agreements - Last Month

- A margin is a good measure of how revenue from a client compares to costs. Tracking this is another way for managers to understand which of their client accounts are most worthwhile.

This column chart gauge shows the 25 accounts with the lowest margin amount on agreements for the last month.

This metric is valuable for MSP leaders to know who is going to be most or least profitable for their business.

CEI - Last 3 Months

- For any business leaders, it’s quite important to understand how clients are ranking against one another. Are there clients you think are profitable but in reality are not? Or vice versa? Insightful information, but maybe a bit time-consuming and complicated to gather?

The Client Efficiency Index is a percentage that quickly shows a client’s ranking without having to dig deep into data. It is essentially a normalized gross margin formula.

This particular column chart gauge shows all CEI scores for the last 3 months for a group of client. With a quick glance, it’s easy to see who is falling behind and who is making the most impact on your business.

*Available on Enterprise Plans only

CEI - Last Month

- For any business leaders, it’s quite important to understand how clients are ranking against one another. Are there clients you think are profitable but in reality are not? Or vice versa? Insightful information, but maybe a bit time-consuming and complicated to gather?

The Client Efficiency Index is a percentage that quickly shows a client’s ranking without having to dig deep into data. It is essentially a normalized gross margin formula.

This particular column chart gauge shows all CEI scores for the last month for a group of client. With a quick glance, it’s easy to see who is falling behind and who is making the most impact on your business.

*Available on Enterprise Plans only

Cost on Agreements per Month - Last 12 Months

- It’s a good idea for business managers, especially on the finance side, to keep track of their total cost on agreements each and every month to ensure money is being properly managed and that the company is on the right path to profitability.

This line gauge gives you a view of your cost on agreements over the last 12 months, so you can easily identify costlier times of year for your business.

You can drill further into each month to see the revenue, labor cost, addition cost, and margin for each agreement that month.

Financial Performance on Agreements per Month - Last 12 Months

- All MSP owners and managers know how important it is to assess the revenue they’re bringing in on their various client agreements. After all, if agreements cost more than they’re making, that’s bad news for business.

This high-value metric shows the average cost, revenue, and margin on all your agreements over the last 12 months. Drilling into the gauge brings up plenty of specific details, like the agreement name, all costs associated with that agreement, and the margin you’re making on that agreement.

Data insights like the ones found in this metric help drive impactful business decisions.

*Available on Enterprise Plans only

Margin and Margin Percentage on Agreements per Month - Last 12 Months

- MSP owners and finance-minded managers alike tend to be cognizant of the margins they are bringing in on their agreements each month.

Margins tell how you’re performing in relation to costs versus revenue, with a low margin generally being undesirable.

This line chart compares your margin in dollars versus your margin percentage each month for the last 12 months.

Drilling into the numbers gives more details, like company/agreement name, date invoiced, revenue, associated costs, and margin.

*Available on Enterprise Plans only

Non-Recurring Revenue as Percentage of Total Revenue Last 3 Months

- MSP owners and finance-minded employees are constantly evaluating their revenue sources to measure the health of their organization and make predictions about future earnings.

There’s a difference in knowing how much revenue is coming from recurring business (i.e., contracts and agreements) versus otherwise.

This metric helps you see what percentage of the last 3 months total revenue was thanks to non-recurring revenue.

Many like to use this as a benchmark gauge, comparing how they are ranking against peers in their industry.

*Available on Enterprise Plans only

Open Project Finance Summary

- Keeping tabs on all the details of your open projects helps to maintain a sense of organization and to ensure you’re meeting your SLAs.

This gauge keeps everything in one place by providing a detailed list of the company name, project, billing method, revenue, amount billed versus what’s left to bill, hours budgeted versus hours billed and hours remaining.

Open Projects Over Budget (Hours)

- Managers always want to be aware of whether they’re meeting or breaching their SLAs, and part of that is knowing if you’re staying within budget.

In this case, this metric shows any open projects that are over budget in terms of hours allotted. Generally, too many projects exceeding their budgeted hours means there may be an issue understanding scope of work, so it’s an important metric to track.

Drilling into the gauge displays the company name, project, manager, the number or hours budgeted, and the billable and actual hours entered on that project.

Open Projects Over Budget (Revenue)

- Managers always want to be aware of whether they’re meeting or breaching their SLAs, and part of that is knowing if you’re staying within budget.

In this case, this metric shows any open projects that are over budget in terms of revenue. The more similar a project is to others you have done in the past, the better you’ll be able to project the revenue.

Drilling into the gauge displays the company name, project, manager, projected revenue, and the actual amount billed.

Revenue Closed by Sales Rep Last Week

- Sales managers are naturally going to keep a close eye on anything having to do with opportunities opened and closed. And when it comes to incentivizing and rewarding sales reps, knowing the opportunities and revenue they are bringing in is key.

This column chart shows each sales rep and the amount of revenue associated with opportunities they closed in the previous week.

Revenue Ending in the Next 90 Days

- This gauge helps you see revenue associated with agreements, or SLAs, that will be ending within the next 90 days.

The gauge displays a total dollar amount, but if you drill down further, you’ll find details like company name, agreement and type, the agreement start and end date, and the monthly amount associated with the agreement.

Revenue Opportunities Currently Open by Sales Rep

- Potential revenue associated with open opportunities can give a sales team a lot of insights on where they’re headed and allows leaders to make projections based on data, versus gut feelings or something subjective.

This gauge brings in that data, with a column chart showing sales reps and the potential revenue they will bring in on currently open opportunities. Clicking on each column also gives more information on the open opportunity, like company name and opportunity summary, expected closed date, and potential revenue to be brought in.

This is also a good gauge to track when looking to incentivize or reward employees.

Revenue Pipeline Next 30 Days

- This gauge helps you see the potential revenue that is sitting in your pipeline. In other words, it is the amount of revenue that will be brought in if your currently open opportunities are closed within the next 30 days.

It lists the name of the company associated with the opportunity and the potential revenue attached to the opportunity.

Revenue Starting This Month

- Finance-minded MSP leaders are inclined to keep a watchful eye on revenue from month-to-month so they can make sure business goals are being met and expenses are being covered.

This gauge helps you see the revenue associated with agreements, or SLAs, that will be starting in the current month. Drilling into the number reveals more details, like company name, agreement summary and type, agreement start and end date, and the monthly revenue amount associated with the agreement.

Revenue Won and Lost Last 12 Months

- You win some, you lose some. It’s the nature of business. And when it comes to revenue, any amount loss is always taken into account in order to assess your true revenue/profits earned.

This gauge helps make collection of that data easier. It is a column chart that compares revenue gained versus revenue lost for each of the last 12 months. Ideally, your “won” column will be much taller than your “lost” column, but either way, this gauge provides necessary insights to understand what’s going on with your business.

Drilling into each column shows the details of the opportunities associated with that won or lost revenue, such as company name, opportunity description, total revenue, and the start and closed (or expected close) date of the opportunity.

Revenue Won Last 12 Months Leaderboard

- Sales reps work so hard to win new business for their company and deserve to be rewarded when they contribute to success. A good way to assess sales rep’s performance is to see how much revenue they won within the last 12 months.

This leaderboard ranks sales reps by the amount of revenue each brought in, with the top earner placed in the first spot. Leaderboards also serve as a motivating way to incentivize team members to perform at their best, because everyone wants to see their name at the top!

Revenue on Agreements per Month - Last 12 Months

- Over the course of a year, you’d probably be interested in seeing the revenue your agreements brought in month-to-month. If there are wide discrepancies from one month to another, it may indicate that you have some busier periods of the year, or that you’re not spreading out the scope of your work as optimally as possible.

This line graph simply plots revenue for each of the last 12 months. Clicking on each plot point (aka, month) shows the details of that revenue, like company/agreement name, date invoiced, and revenue, costs, and margin on each agreement.

Revenue on Opportunities Won in the Last 3 Months

- Some KPIs within BrightGauge are set up as Benchmark Gauges, which allow you to track your performance against peers in your industry. For example, you may want to compare your numbers to others in your HTG peer group.

This is one of those KPIs. It displays the revenue, in dollar amount, on won opportunities in the last 3 months and also shows your rank/position within your designated peer group.

You can drill into the number to get details on the opportunities, like company name, opportunity summary, sales rep associated with the opportunity, and revenue brought in.

Top 25 CEI - Last 3 Months

- The Client Efficiency Index (CEI) is a percentage that quickly shows a client’s ranking (i.e., how profitable they are) without having to dig deep into data. It is essentially a normalized gross margin formula.

This gauge shows your top 25 clients based on their CEI score for the last 3 months, helping you get an idea of those relationships you may want to spend more time nurturing.

*Available on Enterprise Plans only

Top 25 CEI - Last Month

- The Client Efficiency Index (CEI) is a percentage that quickly shows a client’s ranking (i.e., how profitable they are) without having to dig deep into data. It is essentially a normalized gross margin formula.

This gauge shows your top 25 clients based on their CEI score for the last month, helping you get an idea of those relationships you may want to spend more time nurturing.

*Available on Enterprise Plans only

Top 25 EHR on Agreements - Last Month

- Your Effectively Hourly Rate (EHR) is the amount of revenue you are earning on agreements per hour. It shows you which of your agreements are most profitable and if there are any that may not be worth your time.

This gauge shows your top 25 agreements in terms of their EHR last month.

Clicking on each agreement’s column reveals more details, such as company/agreement name, date invoiced, revenue, labor + additional costs, and margin.

Top 25 Margin Percentage on Agreements - Last Month

- Your margin percentage on agreements is a great number to track because it shows how you’re performing in relation to costs versus revenue.

This gauge shows you your top 25 agreements based on their margin percentage last month, helping you see which of your clients are most profitable.

*Available on Enterprise Plans only

Top 25 Margin Amount on Agreements - Last 6 Months

- The margin on your agreements tells you how you’re performing in relation to costs versus revenue. If you’re not making a significant enough margin on your agreements, they may not be worth the hours and work you put into them.

This gauge shows your top 25 agreements based on their margin amount in the last 6 months.

Clicking on each agreement’s column reveals more details about that agreement, like company/agreement name, date invoiced, revenue, costs, and margin.

Top 25 Margin Amount on Agreements - Last Month

- The margin on your agreements tells you how you’re performing in relation to costs versus revenue. If you’re not making a significant enough margin on your agreements, they may not be worth the hours and work you put into them.

This gauge shows your top 25 agreements based on their margin amount in the last month.

Clicking on each agreement’s column reveals more details about that agreement, like company/agreement name, date invoiced, revenue, costs, and margin.

Total Revenue on Open Opportunities

- This is a simple (but important) gauge that shows your total revenue on any currently open opportunities sitting in your pipeline.

Clicking on the revenue number reveals more details about the opportunities, like company name, opportunity summary, sales rep associated with the opportunity, the expected close date, and the revenue per opportunity.

This insightful data can help managers and MSP owners make future projections and can also help drive important business decisions, like whether or not to add more resources to their teams.

Total Revenue on Open Projects

- A great way to assess how your open projects are performing, this gauge displays the revenue amount associated with any projects you currently have open.

You can drill down further to get more details, like company name, project summary, manager on the project, start date, and estimated and scheduled end date.

Total Revenue on Open Projects Closing Next 30 Days

- For projects that are almost coming to a close (in the next 30 days), this gauge shows how those projects have performed by displaying the revenue amount on those still open projects.

You can drill down further to get more details on the projects, like company name, project summary, manager on the project, start date, and estimated and scheduled end date.

Total Revenue on Open Projects Closing This Month

- When you have projects that are set to close this month, it’s helpful to see how they have performed in terms of revenue. This gauge displays the revenue amount for projects that will end this month.

You can drill down further to get more details on the projects, like company name, project summary, manager on the project, start date, and estimated and scheduled end date.

PROJECTS KPIs

2+ Hours

- This insightful gauge will help service desk managers understand they type of projects that their technicians are spending a more significant amount of time on.

The number in the gauge will show you how many open projects have 2 or more hours billed to them.

By drilling down further into the gauge, BrightGauge returns more details, such as the ticket number, a summary of the project, the technician who is working on the project, and the total number of hours that have been billed to that project thus far.

Data such as this helps managers allocate their resources more appropriately so that productivity remains high.

Amount Left on Open Projects

- The finance-minded team and project-managing members in your organization are going to be especially fond of this gauge.

It returns the dollar amount remaining on projects that are still open. It’s a great way to see how open projects are performing.

When you drill further into this gauge, you’ll get more details such as the company and project name, the status of the project, the manager assigned to the project, when the project started, and when it is expected to end.

Amount Left on Open Projects Ending Next 30 Days

- The finance-minded team and project-managing members in your organization are going to be especially fond of this gauge.

It returns the dollar amount remaining on projects that are still open but set to end within the next 30 days. It’s a great way to see how open projects are performing.

When you drill further into this gauge, you’ll get more details such as the company and project name, the status of the project, the manager assigned to the project, when the project started, and the actual expected end date.

Hours on Projects by Day - Last 30 Days

- You may want a day-to-day view of the number of hours billed to all projects, which is what this metric returns.

The column chart gives you a breakdown of the last 30 days and the actual hours billed on each one of those days. Tracking this over time can give you insights into your workflow trends - maybe certain days of the week are more high-volume than others.

Clicking into the columns gets you more details on tickets and the hours billed.

Hours on Projects by Tech - This Week

- When tracking your tech’s hours, you may want to see how much they are billing towards a specific project or set of projects.

This gauge helps give you visibility into that data by breaking down hours actual per tech this week, in relation to project parameters that you specify (ex: projects not closed, projects with a specified name, etc).

Drilling into the gauge gives company name, project, date, tech assigned to the project, and hours billed.

Open Phases

- This gauge helps you track how many open projects you have that are currently in progress.

Drilling into the gauge will display the company name, a description of the project and the current phase it is in, an associated ticket number and summary, the project manager, status, and the date and time of the last update.

Keeping an eye on this data can help you determine if there’s a reason why a project is sitting in a particular phase for too long.

Open Project Finance Summary

- Keeping tabs on all the details of your open projects helps to maintain a sense of organization and to ensure you’re meeting your SLAs.

This gauge keeps everything in one place by providing a detailed list of the company name, project, billing method, revenue, amount billed versus what’s left to bill, hours budgeted versus hours billed and hours remaining.

Open Project Tickets

- This number gauge displays the total amount of tickets you have in your queue that are associated with an open project.

Drill down further to reveal more details like company name, project and phase, ticket number, summary, and project manager.

Open Projects

- To get a better handle on what’s on a team’s plate, this metric shows how many projects are currently open at any given time. This type of data can be useful in determining whether or not it’s a good time to take on new business.

If you want more details about the open projects, you can drill down to see the company name, project, manager, and scheduled end date.

Open Projects Ending Next 30 Days

- Another useful way to gauge whether the time is right to take on new accounts and clients is to understand how many open projects are nearing completion.

This metric shows how many open projects will end in the next 30 days. By drilling down, you get more details like company name, project, manager, and scheduled end date.

Open Projects Ending This Month

- Another useful way to gauge whether the time is right to take on new accounts and clients is to understand how many open projects are nearing completion.

This metric shows how many open projects will end in the current month. By drilling down, you get more details like company name, project, manager, and scheduled end date.

Open Projects Over Budget (Hours)

- Managers always want to be aware of whether they’re meeting or breaching their SLAs, and part of that is knowing if you’re staying within budget.

In this case, this metric shows any open projects that are over budget in terms of hours allotted. Generally, too many projects exceeding their budgeted hours means there may be an issue understanding scope of work, so it’s an important metric to track.

Drilling into the gauge displays the company name, project, manager, the number or hours budgeted, and the billable and actual hours entered on that project.

Open Projects Over Budget (Revenue)

- Managers always want to be aware of whether they’re meeting or breaching their SLAs, and part of that is knowing if you’re staying within budget.

In this case, this metric shows any open projects that are over budget in terms of revenue. The more similar a project is to others you have done in the past, the better you’ll be able to project the revenue.

Drilling into the gauge displays the company name, project, manager, projected revenue, and the actual amount billed.

Open Projects Starting Next 30 Days

- It’s always a good idea to look ahead and understand the scope of work that is set to hit your team.

This metric displays the number of open projects that will be starting within the next 30 days, helping you to develop a plan of attack, so to speak (think: organizing your team, assigning more resources if needed, etc).

Drilling into the gauge shows the company name, project, manager, and scheduled start date.

Open Projects Starting This Month

- It’s always a good idea to look ahead and understand the scope of work that is set to hit your team.

This metric displays the number of open projects that will be starting during the current month, helping you to develop a plan of attack, so to speak (think: organizing your team, assigning more resources if needed, etc).

Drilling into the gauge shows the company name, project, manager, and scheduled start date.

Open Projects by Manager

- As a team lead, it’s helpful to know how many projects each of your direct reports has on his or her plate. This metric helps you see that data at just one glance.

The column chart displays your team members and the number of open projects assigned to each individual.

Clicking on each column reveals that tech’s project details, like company name, project type, and start and scheduled end dates.

Open Projects by Status

- This metric gives you another way to visualize the projects in your scope.

In this instance, a pie chart shows the breakdown of all your open projects by the status they are currently in, such as new, on hold, or in progress.

Drilling into each piece of the pie shows the company name, project description, status, manager, and start and scheduled end dates.

Open Projects by Type

- Different types of projects have different demands associated with them, which helps team leads make decisions about who to assign to what project and how many of each project to take on.

This metric helps you visualize the number of open projects you have by the type of project that it is. Columns display the project types and the volume associated with each.

Clicking on the columns shows more details, including company name, project description, manager, and start and scheduled end dates.

Over Budget Project Tickets

- Anytime you’re dealing with budgets, you want to keep a close eye on your numbers because of the direct impact it has on SLAs and other areas of business.

This KPI displays the number of tickets you have that are related to a project and are over budget (in this instance, hours).

By clicking into the number, you get important details like company name, project and phase, ticket number, summary, project manager, status, actual hours entered, and budgeted hours.

Past Due Project Tickets

- When it comes to projects and staying on track with SLAs, it’s important to know if your tickets are being solved in a timely manner. That’s where this gauge becomes helpful.

It shows the number of project tickets that are past due. By clicking on the number, you get more details like company name, project and phase, ticket number and summary, project manager, and due date.

Project Billable Hours This Week

- One way to measure how well you’re tracking against SLAs is to keep an eye on how many billable hours have been entered on projects each and every week. This helps you assess if you’re correctly understanding scope of work and allocating resources.

In this gauge, the number of billable hours entered on projects in the current week will be displayed, with the ability to drill down further and get details like company name, ticket number, and ticket summary.

Project Tickets Closed This Week

- This gauge measures tickets that are specific to open projects, and in this case looks at the number of those tickets that have been closed during the current week.

Drilling into the number shows details like company name, project and phase, ticket number and summary, project manager, and when the ticket was opened and closed.

Project Tickets Closed Today

- This gauge measures tickets that are specific to open projects, and in this case looks at the number of those tickets that have been closed today.

Drilling into the number shows details like company name, project and phase, ticket number and summary, project manager, and when the ticket was opened and closed.

Project Tickets Lacking Budget

- What if you have techs working on project tickets that don’t have any hours budgeted to them?

Service desk managers will look at that kind of data to understand if the projects they are working on are profitable or not. If techs are spending too much time on something and it’s actually costing the company money, it may be time to reassess that project.

This gauge shows the number of open project tickets lacking a budget, with the drill down revealing details like company name, project and phase, ticket number, summary, project manager, and actual hours entered on that ticket.

Project Tickets Opened This Week

- This gauge measures tickets that are specific to open projects, and in this case looks at the number of those tickets that have been opened during the current week.

Drilling into the number shows details like company name, project and phase, ticket number and summary, project manager, and when the ticket was opened and closed.

Project Tickets Opened Today

- This gauge measures tickets that are specific to open projects, and in this case looks at the number of those tickets that have been opened today.

Drilling into the number shows details like company name, project and phase, ticket number and summary, project manager, and when the ticket was opened and closed.

Project Tickets Opened vs Closed - Last 30 Days

- Kill Rate is a KPI that a lot of service desk managers love because it tells a story of how well you are staying ahead of your backlog. Essentially it measures your opened versus closed tickets.

This gauge paints that picture in a visual way, displaying overlapping lines, one depicting opened project tickets and one depicting closed project tickets, for the last 30 days.

With a quick glance, the discrepancy between lines will tell you if your Kill Rate is where you want it to be.

Drilling into each data point on the graph (ex: opened tickets on January 24th, or closed tickets on January 24th) will reveal company name, project and phase, ticket number, summary, and project manager.

Project Tickets by Status

- When it comes to tickets associated with projects, it’s helpful to know the status of those open tickets.

This pie chart shows your number of tickets, broken up by their status (like Open, Ready for Review, etc.). Clicking on each piece of the pie shows details about the tickets with that status, like company name, project and phase, ticket number, summary, and more.

Projects Closed This Month

- As you move through projects and get ready to start new ones, you may want to know how many you closed this month.

This gauge shows the number of projects closed during the current month, with a drill down showing company and project name, manager, and start and end date.

Projects Ending This Week

- As you move through projects and get ready to start new ones, you may want to know how many will be ending during the current week.

This gauge shows the number of projects ending this week, with a drill down showing company and project name, manager, and scheduled start and end date.

Projects Opened This Month

- When assessing your available resources and your ability to take on new projects, it can help to know how many projects have been opened during the current month.

This gauge shows the number of projects opened this month, with a drill down showing company and project name, manager, and start date.

Projects Starting This Week

- When assessing your available resources and your ability to take on new projects, it can help to know how many projects are set to start this week.

This gauge shows the number of projects starting in the current week, with a drill down showing company and project name, manager, and scheduled start and end date.

Projects Worked on This Week

- One way to understand the capabilities of your team is to track the number of projects they work on from week-to-week. If you track this for some time, you’ll come to realize the extent of work your team in place can handle.

This gauge shows the number of projects worked on this week, with a drill down giving details on those projects, like company and project name, the tech who worked on the project, and the hours entered on that project.

Stale Project Tickets by Project Manager

- If you have a particular tech who builds up a habit of letting tickets go stale, it may indicate that that tech needs extra training or a review of processes.

This gauge helps you understand how many stale tickets each project manager has on his or her plate by showing those numbers in a column chart.

Clicking on each column shows more details about that tech’s stale tickets, like the company name, the project and phase, ticket number, summary, project manager, ticket owner, and when it was last updated.

Stale Project Tickets by Ticket Owner

- If you have a particular tech who builds up a habit of letting tickets go stale, it may indicate that that tech needs extra training or a review of processes.

This gauge helps you understand how many stale tickets each ticket owner has on his or her plate by showing those numbers in a column chart.

Clicking on each column shows more details about that tech’s stale tickets, like the company name, the project and phase, ticket number, summary, project manager, and when it was last updated.

Stale Projects

- Tracking the details of your open projects helps you understand whether or not you’re on track with your SLAs. Sometimes, though not ideal, projects start going stale.

This gauge shows you the number of open projects you have that are considered stale, determined by the estimated end date of the project (in this instance, 14 or more days ago).

Clicking on the number gives more details like company name, project summary, manager, actual start date, and the estimated and scheduled end date.

Stale Projects by Manager

- Perhaps you want to see how many stale projects each of your managers has on his or her plate, to understand if someone may need additional resources to stay on track of their SLAs.

This column chart shows each of your managers with their respective number of stale projects. Clicking into each column shows details for that manager’s projects, like company name, project summary, actual start date, and estimated and scheduled end date.

Total Revenue on Open Projects

- A great way to assess how your open projects are performing, this gauge displays the revenue amount associated with any projects you currently have open.

You can drill down further to get more details, like company name, project summary, manager on the project, start date, and estimated and scheduled end date.

Total Revenue on Open Projects Closing Next 30 Days

- For projects that are almost coming to a close (in the next 30 days), this gauge shows how those projects have performed by displaying the revenue amount on those still open projects.

You can drill down further to get more details on the projects, like company name, project summary, manager on the project, start date, and estimated and scheduled end date.

Total Revenue on Open Projects Closing This Month

- When you have projects that are set to close this month, it’s helpful to see how they have performed in terms of revenue. This gauge displays the revenue amount for projects that will end this month.

You can drill down further to get more details on the projects, like company name, project summary, manager on the project, start date, and estimated and scheduled end date.

Unassigned Project Tickets

- When new project tickets are opened, they should have a resource assigned to them ASAP to ensure you’re meeting your SLAs.

To get an understanding of how many project tickets you have without a resource assigned to them, you can turn to this gauge.

Clicking on your number of unassigned project tickets will give more details, like company name, project and phase, ticket number and summary, project manager, and actual hours entered versus budgeted hours.

PURCHASE/SALES ORDERS KPIs

Number of Products Outstanding on Open Purchase Orders

- As part of your procurement process, you may be tasked with keeping tabs on products ordered, received, and yet to be delivered. This default gauge shows you the outstanding number of products your team may be waiting on.

It’s easy for a metric like this to be overlooked or to slip through the cracks, but it’s something that affects the way you run your business, so an MSP should be careful to keep track of this number.

Amount on Open Purchase Orders

- As part of your procurement process, you’ll want to track the dollar amount that remains on open purchase orders. This gauge returns that exact information.

BrightGauge allows you to drill down further, getting details like vendor name, PO number, status, number of items outstanding, and the name of the technician who entered the order.

This is an important number for MSPs to keep their eye on so they can understand the status and financial impact of their open orders.

Amount on Open Sales Orders

- Just as it is important to track open purchase orders, the same can be said about open sales orders.

This gauge allows you to see the dollar amount on any open sales orders. Drilldown information includes company, sales order number and name, the sales rep assigned to the order, status, and total dollar amount associated with the order.

Amount on Open Sales Orders by Sales Rep

- Using this gauge is helpful for managers to understand what dollar amount is tied to open sales orders per each of the reps on their team. Drilldown information displays company name, sales order number and order details, the sales rep assigned to the order, status of the order, due date, and total dollar amount associated with the order.

If managers notice that a sales rep has a really high dollar amount associated with past-due orders, it could signal that it’s time to talk to that rep and dive deeper into what’s going on.

Amount on Past Due Sales Orders

- This gauge shows users the dollar amount on sales orders that are past due. With BrightGauge, you can filter by a specific due date, choose to see the total dollar amount for all orders due earlier than today, or filter by a custom date range.

When you drill down, you can see company name, sales order number and name, sales rep assigned to the order, status, due date, and total dollar amount.

Amount on Past Due Sales Orders by Sales Rep

- This gauge shows users the dollar amount on sales orders that are past due, broken down by sales rep. With BrightGauge, you can filter by a specific due date, choose to see the total dollar amount for all orders due earlier than today, or filter by a custom date range.

When you drill down, you can see company name, sales order number and name, sales rep assigned to the order, status, due date, and total dollar amount.

Open Purchase Orders

- Without an organized system in place, it can get messy to keep track of purchase orders and their status.

This metric does the work for you by returning the number of open purchase orders you currently have.

By clicking on the number and activating the drill down menu, you get details like vendor, PO number, status, number of items outstanding, when it was last updated, and who it was entered by.

Open Purchase Orders by Vendor

- In certain circumstances, you may want to get more granular with the details of your purchase orders. For example, if you have purchase orders out to multiple vendors, it’s helpful to get a breakdown of how many purchase orders stand with each of those vendors.

This column chart shows you each vendor with the number of open purchase orders associated with each.

Clicking on the columns lets you see more information, like vendor name, PO number, customer, status, and number of items outstanding.

Open Sales Orders

- Keeping track of sales orders helps to stay organized and to also stay on top of spending.

This metric displays the number of open sales orders you currently have.

Clicking on the number shows more details, like company name, order number, sales order details, sales rep, due date, and total dollar amount associated with the order.

Open Sales Orders by Sales Rep

- Sales managers will spend some of their time tracking their team’s various activities, including how many open sales order each one has.

This metric helps visualize that easily. The column chart breaks down each sales rep on your team with their corresponding number of currently open sales orders.

Clicking on each column will open the drill down window, which shows company name, order number and details, sales rep, status, and dollar amount associated with the order.

Outstanding Products on Purchase Orders by Vendor

- This is a column chart that lists out your different vendors and the number of outstanding items on any of their purchase orders.

Clicking into each column shows the vendor name, relevant PO number, customer, status, and number of items outstanding.

Past Due Sales Orders

- Tracking sales order fulfillment includes being aware of those orders that are past due. This metric makes that really simple to do.

The gauge displays the total number of sales orders you currently have that are past due and, by clicking the number, gives details like company name, order number, sales order summary, sales rep, due date, and total dollar amount associated with the order.

Past Due Sales Orders by Sales Rep

- Knowing how many past due sales orders you have is important, but getting more granular and seeing past due orders by sales rep can help you make any necessary reorganization or reallocation decisions.

This column chart breaks down sales reps and the number of past due orders per each one. By clicking on the columns, you can see details of the sales order, such as company name, order number, sales order summary, due date, and total dollar amount associated with the order.

Purchase Orders Closed This Week

- This gauge helps you see the details of any purchase orders that were closed during the current week.

The number displayed is the amount of PO’s closed, with a drill down showing vendor name, PO number, who it was entered by, and the date the PO was last updated or closed.

Purchase Orders Entered This Week

- This gauge helps you see the details of any purchase orders that were entered during the current week.

The number displayed is the amount of PO’s entered, with a drill down showing vendor name, PO number, number of outstanding items, who the PO was entered by, and the date the PO was last updated or entered.

Received, Not Closed Purchase Orders

- This gauge helps you see how many purchase orders have been received, but are not yet closed.

The number displayed is the amount of received POs, with a drill down showing vendor name, PO number, who it was entered by, and the date it was last updated.

Sales Orders Created This Week

- How’s it going on the procurement side of things this week? This gauge helps you quickly answer that question.

It shows the number of sales orders that were created during the current week. By clicking the number, you get more details like company name, order number, sales order summary, sales rep on the order, and total dollar amount associated with it.

Sales Orders Due This Week

- This is a straightforward gauge that helps you see what sales orders are due in the current week.

The number displayed is the amount of sales orders that are due, while drilling down gives details like company name, order number, sales order summary, sales rep on the order, due date, and total dollar amount associated with the order.

Sales Orders Due in the Next 7 Days

- This is a straightforward gauge that helps you see what sales orders are due in the next 7 days.

The number displayed is the amount of sales orders that are due, while drilling down gives details like company name, order number, sales order summary, sales rep on the order, due date, and total dollar amount associated with the order.

Stale Purchase Orders

- This metric helps you see information on purchase orders that have gone stale, determined by when they were last updated (in this instance, 14 or more days ago).

The gauge shows you how many stale purchase orders you have, but if you click on it you can get more details like vendor name, PO number, customer name, number of outstanding items, and when the PO was last updated.

Stale Sales Orders

- This metric helps you see information on sales orders that have gone stale, determined by when they were last updated (in this instance, 14 or more days ago).

The gauge shows you how many stale sales orders you have, but if you click on it you can get more details like company name, order number, sales order summary, sales rep on the order, due date, when the order was last updated, and total dollar amount associated with the order.

SLA/AGREEMENTS KPIs

Active Agreements with Negative Margin

- If you have many clients and many projects, you’ve got to keep your SLAs organized and on track.

This particular gauge shows you how many of your active agreements are returning a negative margin.

A metric like this is useful in helping you determine which client accounts are most profitable and which you may be better off parting ways with.

Agreement Health

- This metric is incredibly important for MSPs to keep a constant eye on. It lists out SLA details such as company name, agreement title, start date, revenue, hours, and margin.

By glancing at this, MSPs can understand where their revenue and profits are coming from, which SLAs need to be tended to more carefully, if team members are overbilling on projects, and if negative margins are to be expected.

SLAs are at the heart of a business’s success, so having this data at one’s fingertips is truly valuable.

Agreements Ending in the Next 90 Days

- This gauge simply returns the number of agreements that are set to expire within the next 3 months.

By drilling down further into this gauge, a user is able to see the company with the expiring agreement, the name and type of agreement, its start and end date, and the monthly amount the agreement is bringing in.

Knowing this data can help a business leader understand how things will change in terms of company revenue once a set of agreements ends.

Agreements Starting This Month

- A number gauge, this displays how many agreements will be starting up during the current month.

Drilling into this gauge, a user can get more information, like the company name, the type of agreement, and its start date.

Similar to Agreements Ending, this data can tell an MSP what to expect in terms of new business in the upcoming month.

Average Time to Resolution by SLA Priority

- Sometimes, it’s helpful to see ticket statistics by where the ticket falls in SLA priority.

Service desk leads expect there to be a difference in resolution time for high-priority tickets versus scheduled maintenance tickets and it can be valuable to see a visual representation of those comparisons.

This metric shows a line for each category of prioritization, with the daily average time to resolution for each for the last 30 days.

Billable Hours Last Month (Dollar Value)

- When it comes to tracking your finances and SLAs, it’s helpful to know the dollar value of the hours your team members are billing.

This number gauge shows you the total dollar value of all your billable hours from the last month. Drilling further into the gauge shows details including company name, agreement name, hours, and ticket number and name.

Team leads want to keep an eye on this metric to ensure they are staying within the parameters of their budgets and agreements.

Billable Hours Last Week (Dollar Value)

- When it comes to tracking your finances and SLAs, it’s helpful to know the dollar value of the hours your team members are billing.

This number gauge shows you the total dollar value of all your billable hours from the last week. Drilling further into the gauge shows details including company name, agreement name, hours, and ticket number and name.

Team leads want to keep an eye on this metric to ensure they are staying within the parameters of their budgets and agreements.

Billable Hours Not Invoiced

- This metric helps you understand hours that will affect your SLA but have yet to be invoiced.

A simple number gauge, this shows you the total number of hours your team members have billed which haven’t been invoiced. By default, this data is for the past 210 days, but with BrightGauge, you can filter for whatever specific date or period of time you prefer.

Bottom 25 Active Agreements

- When it comes to running a business, a hard truth is that not every customer is a good customer. Whether they don’t have staying power or the relationship is not profitable for your business, there are times where it makes most sense to part ways.

This metric is one to keep an eye on when you’re reassessing your client relationships. It shows the bottom 25 of your active agreements in terms of the monthly amount their agreements are bringing in.

Drilling down shows company name, start date, and that dollar value.

Bottom 25 Margin Amount on Agreements - Last 6 Months

- A margin is a good measure of how revenue from a client compares to costs. Tracking this is another way for managers to understand which of their client accounts are most worthwhile.

This column chart gauge shows the 25 accounts with the lowest margin amount on agreements for the last 6 months.

This metric is valuable for MSP leaders to know who is going to be most or least profitable for their business.

Bottom 25 Margin Amount on Agreements - Last Month

- A margin is a good measure of how revenue from a client compares to costs. Tracking this is another way for managers to understand which of their client accounts are most worthwhile.

This column chart gauge shows the 25 accounts with the lowest margin amount on agreements for the last month.

This metric is valuable for MSP leaders to know who is going to be most or least profitable for their business.

Breached Resolution

- This is another useful metric for when you’re tracking your SLA progress. The number gauge shows you how many of your tickets have breached resolution.

Clearly, this is an important number to keep an eye on, because you want to keep your breached tickets as close to zero as possible.

When you drill down into this gauge, you’ll get details on the company name, ticket number, summary, and status, the ticket owner, the expected resolution date, and the minutes to meeting that resolution goal (which, in this case, will be a negative number since it was breached).

Breached Resolution Plan

- A breached resolution is never a good thing, and one that is sitting too long without a plan to solve it is even worse. This metric shows you tickets that have breached resolution and the status they are currently in.

Service desk managers will absolutely want to track this metric and make sure that their team is working hard to get that number as close to zero as possible.

Breached Response

- It’s hard to keep track of all ticket statistics throughout the day, but it’s essential to know which of your tickets have breached. This metric shows you those that have been deemed ‘breached’ and, by drilling down further, you can see more details, like ticket number, summary, status, and more.

Hopefully, this number is as close to zero as possible, but if it isn’t, this gauge is a great way to open a dialogue about what might be going on within your service team that is causing them to fall behind.

Breaching Resolution

- This is another really important metric that service desk managers are keen to track consistently. Looking at this gauge tells you the number of tickets that are breaching in the next 60 minutes (or other timeframe that makes sense for you).

If you drill further into this number, you’ll discover the ticket number, summary, status, and what the expected response date and time was.

Armed with this information, your team is able to take action and avoid troublesome breaches.

Breaching Resolution Plan

- When you have a ticket that is about to breach, it’s important that your team act swiftly to correct the issue before it is too late. How can a service desk manager make sure their team members are working on resolution plans? Tracking this metric is one way.

Looking at this gauge tells you the number of tickets that are breaching in the next 60 minutes (or other timeframe that makes sense for you).

If you drill further into this number, you’ll discover the ticket number, summary, status, and what the expected response date and time was.

Breaching Response

- This is another really important metric that service desk managers are keen to track consistently. Looking at this gauge tells you the number of tickets that are breaching in the next 60 minutes (or other timeframe that makes sense for you).

If you drill further into this number, you’ll discover the ticket number, summary, status, and what the expected response date and time was.

Armed with this information, your team is able to take action and avoid troublesome breaches.

Breaching Response Snapshot

- A lot of the time, it’s really helpful to see the way your data has been trending over a specified period of time, so you can gain insights into any patterns or issues that have emerged.

A snapshot gauge does just that. It automatically captures a specific data point on a daily, weekly, or monthly basis and plots it onto a chart, visually representing peaks and valleys that can impact your business decisions.

The Breaching Response snapshot gauge shows you how many tickets were reaching breaching status every week, so you can look back in time and make predictions moving forward.

*Available on Enterprise Plans only

Cost on Agreements per Month - Last 12 Months

- It’s a good idea for business managers, especially on the finance side, to keep track of their total cost on agreements each and every month to ensure money is being properly managed and that the company is on the right path to profitability.

This line gauge gives you a view of your cost on agreements over the last 12 months, so you can easily identify costlier times of year for your business.

You can drill further into each month to see the revenue, labor cost, addition cost, and margin for each agreement that month.

Financial Performance on Agreements per Month - Last 12 Months

- All MSP owners and managers know how important it is to assess the revenue they’re bringing in on their various client agreements. After all, if agreements cost more than they’re making, that’s bad news for business.

This high-value metric shows the average cost, revenue, and margin on all your agreements over the last 12 months. Drilling into the gauge brings up plenty of specific details, like the agreement name, all costs associated with that agreement, and the margin you’re making on that agreement.

Data insights like the ones found in this metric help drive impactful business decisions.

*Available on Enterprise Plans only

Margin and Margin Percentage on Agreements per Month - Last 12 Months

- MSP owners and finance-minded managers alike tend to be cognizant of the margins they are bringing in on their agreements each month.

Margins tell how you’re performing in relation to costs versus revenue, with a low margin generally being undesirable.

This line chart compares your margin in dollars versus your margin percentage each month for the last 12 months.

Drilling into the numbers gives more details, like company/agreement name, date invoiced, revenue, associated costs, and margin.

*Available on Enterprise Plans only

Open Project Finance Summary

- Keeping tabs on all the details of your open projects helps to maintain a sense of organization and to ensure you’re meeting your SLAs.

This gauge keeps everything in one place by providing a detailed list of the company name, project, billing method, revenue, amount billed versus what’s left to bill, hours budgeted versus hours billed and hours remaining.

Open Projects Over Budget (Hours)

- Managers always want to be aware of whether they’re meeting or breaching their SLAs, and part of that is knowing if you’re staying within budget.

In this case, this metric shows any open projects that are over budget in terms of hours allotted. Generally, too many projects exceeding their budgeted hours means there may be an issue understanding scope of work, so it’s an important metric to track.

Drilling into the gauge displays the company name, project, manager, the number or hours budgeted, and the billable and actual hours entered on that project.

Open Projects Over Budget (Revenue)

- Managers always want to be aware of whether they’re meeting or breaching their SLAs, and part of that is knowing if you’re staying within budget.

In this case, this metric shows any open projects that are over budget in terms of revenue. The more similar a project is to others you have done in the past, the better you’ll be able to project the revenue.

Drilling into the gauge displays the company name, project, manager, projected revenue, and the actual amount billed.

Percentage of Tickets that Met Resolution SLA - Last Week

- Service desk leaders typically prioritize tracking how well their teams are meeting SLAs, which includes whether or not tickets are meeting resolution. This KPI is incredibly important.

In this gauge, a column chart shows the percentage of tickets that met resolution per SLA in the last week. The goal is probably to be as close to 100% as humanly possible, and this gauge makes it easy to track progress on that goal on a weekly basis.

*Available on Enterprise Plans only

Project Billable Hours This Week

- One way to measure how well you’re tracking against SLAs is to keep an eye on how many billable hours have been entered on projects each and every week. This helps you assess if you’re correctly understanding scope of work and allocating resources.

In this gauge, the number of billable hours entered on projects in the current week will be displayed, with the ability to drill down further and get details like company name, ticket number, and ticket summary.

SLA Open

- This KPI provides a really quick way to see how many open tickets on SLAs, or agreements, are currently on your plate.

Drilling into the number shows more details like company name, ticket number and summary, ticket owner, when it was opened and when it was last updated.

SLA Statistics by Priority - Last Month

- When it comes to SLAs, you want to avoid any breaches and instead want to be performing at an optimal rate.

This Enterprise Plan gauge shows you your SLA statistics by ticketing priority. For example, for your critical/priority 1 tickets, you can see how many tickets fell into that category, how many and what percentage of those tickets met their SLA, how many and what percentage of tickets met their response time, how many and what percentage of tickets met their resolution plan, and how many and what percentage of tickets were resolved.

*Available on Enterprise Plans only

Tickets Pending Resolution

- This gauge shows you SLA data for live tickets that are pending resolution.

The number displayed is the amount of open tickets pending resolution, with the ability to drill down further and see company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Tickets Pending Resolution Plan

- This gauge shows you SLA data for live tickets that are pending a resolution plan.

The number displayed is the amount of open tickets pending a resolution plan, with the ability to drill down further and see company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Tickets Waiting

- This gauge shows you SLA data for live tickets that are waiting.

The number displayed is the amount of open tickets waiting, with the ability to drill down further and see company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Tickets by Priority that Missed Resolution SLA - Last 30 Days

- Hitting and meeting all aspects of your SLA is the goal, but when you want to track tickets that missed their resolution SLA, this gauge comes in handy.

A pie chart breaks up your missed resolution tickets by priority (i.e., emergency response, scheduled maintenance, etc) and shows you the number/percentage of tickets that fall into each category.

These data insights can help you restructure your department or reassign resources if needed.

Tickets by Resource that Missed Resolution SLA - Last 30 Days

- Hitting and meeting all aspects of your SLA is the goal, but sometimes things can fall through the cracks, for various reasons.

This gauge shows you the number of tickets by resource that missed their resolution SLA in the last 30 days. It displays a column for each of your technicians with their respective number of missed resolution tickets.

It’s worth having a discussion with a tech that is repeatedly missing their resolution goal.

Tickets by Resource that Missed Response SLA - Last 30 Days

- Hitting and meeting all aspects of your SLA is the goal, but sometimes things can fall through the cracks, for various reasons.

This gauge shows you the number of tickets by resource that missed their response SLA in the last 30 days. It displays a column for each of your technicians with their respective number of missed response tickets.

It’s worth having a discussion with a tech that is repeatedly missing their response goal.

Tickets by SLA Status

- It’s important to stay on top of your SLA status so you can avoid breaching SLAs as often as possible.

This pie chart shows you how many live tickets fall into your various SLA categories, such as Pending Response, Pending Resolution, etc.

Clicking on each slice of the pie reveals details about that category’s tickets, like company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Tickets that Missed SLA Resolution - Last 30 Days

- Hitting and meeting all aspects of your SLA is the goal, but sometimes things can fall through the cracks, for various reasons.

This gauge displays your number of tickets that missed SLA resolution in the last 30 days. Clicking on the number reveals more details about those tickets, like ticket number, company, summary, date opened, date resolved, and time to resolution.

Top 25 Active Agreements

- This gauge provides an overview of your top 25 most active agreements based on the billing amount associated with each.

You can click on each agreement’s column to get more details pertaining to it, such as company name, agreement summary and type, start date, and monthly dollar amount.

Top 25 EHR on Agreements - Last Month

- Your Effectively Hourly Rate (EHR) is the amount of revenue you are earning on agreements per hour. It shows you which of your agreements are most profitable and if there are any that may not be worth your time.

This gauge shows your top 25 agreements in terms of their EHR last month.

Clicking on each agreement’s column reveals more details, such as company/agreement name, date invoiced, revenue, labor + additional costs, and margin.

Top 25 Margin Percentage on Agreements - Last Month

- Your margin percentage on agreements is a great number to track because it shows how you’re performing in relation to costs versus revenue.

This gauge shows you your top 25 agreements based on their margin percentage last month, helping you see which of your clients are most profitable.

*Available on Enterprise Plans only

Top 25 Margin Amount on Agreements - Last 6 Months

- The margin on your agreements tells you how you’re performing in relation to costs versus revenue. If you’re not making a significant enough margin on your agreements, they may not be worth the hours and work you put into them.

This gauge shows your top 25 agreements based on their margin amount in the last 6 months.

Clicking on each agreement’s column reveals more details about that agreement, like company/agreement name, date invoiced, revenue, costs, and margin.

Top 25 Margin Amount on Agreements - Last Month

- The margin on your agreements tells you how you’re performing in relation to costs versus revenue. If you’re not making a significant enough margin on your agreements, they may not be worth the hours and work you put into them.

This gauge shows your top 25 agreements based on their margin amount in the last month.

Clicking on each agreement’s column reveals more details about that agreement, like company/agreement name, date invoiced, revenue, costs, and margin.

TICKETS KPIs

Number of Tickets with No Resource Assigned

- Your service desk is such an integral part of your operations, and keeping track of all service desk details can help you run a more productive, more successful business.

If you have too many tickets coming in that aren’t getting assigned, it may indicate that there’s a lack of resources on your team, or that changes need to be made to your process.

This gauge will give you a real-time look at how many unassigned tickets your service desk is dealing with at any given time.

Percentage of 1 Touch Resolution Tickets - This Week

- When it comes to your service desk, you should be monitoring how well your technicians are doing at resolving tickets. But don’t skimp out on tracking how efficiently those tickets are being resolved.

When clients are looking for a solution, they want answers quickly. Keeping an eye on the number of tickets that were resolved with 1 touch can give you insights into how well your technicians are trained, how closely they are listening to client’s needs, and how thoughtful they are being in their approach.

You may even want to set a daily goal for this number (for example, 10%) and incentivize your team to work towards that number.

*Available on Enterprise Plans only

1st Response Resolution

- Similar to Percentage of 1 Touch Resolution Tickets, this gauge shows you the number of tickets that were resolved with the 1st response.

This is a great metric to track because it tells you where your service team is shining or gives insight into the type of improvements your team may benefit from.

1st Response Resolution Percentage Last 90 Days

- This gauge helps you look into your 1 touch resolution tickets within a specified period of time - in this instance, the last 3 months. The percentage returned shows you the fraction of tickets that were resolved with 1 touch in the 90 day period.

*Available on Enterprise Plans only

1st Response Resolution Last 90 Days

- This gauge allows you to get a bit more granular in looking at the number of tickets that were resolved with just 1 response. You can look at a period of 90 days, 30 days, or just today.

Segmenting this metric by time period will help you see if there are predictive patterns that emerge within your service team or if there are other factors that affect how efficiently your technicians are working.

Actual Hours on Tickets Closed Last Month

- This number gauge shows the total number of hours spent on tickets that were closed in the last month.

Looking at this month-to-month can help you identify any patterns and understand your average number of hours spent on closing tickets.

As an MSP, this is important to understand in order to plan for headcount and for taking on new clients.

Assigned

- This is a popular gauge with MSPs, as it gives important ticket details. Specifically, it shows the number of tickets that have been assigned to a technician. It’s a good idea to keep an eye on this number compared with total number of tickets, as you want to make sure that issues are being assigned to a tech as quickly as possible.

When you drill further into the gauge, you can find the ticket number, a summary of the issue, the type of ticket it is, and the acknowledgement date and time.

Average Hours Worked Per Ticket - Last 7 Days

- If you’re trying to regulate the amount of time your technicians spend working on incoming tickets, this metric is going to be really helpful.

It shows you the average hours worked per ticket over the last 7 days, or any other time frame that you specify.

When you dig into the gauge a bit deeper, you’ll find a list of all resolved tickets in the last 7 days, a summary of the ticket, and the number of actual hours each ticket took to resolve.

If too much time is being spent on tickets, it could indicate that your service desk may benefit from additional training or an update in processes.

Average Hours Worked Per Ticket - Today

- Some service desk leaders want to keep a closer watch on the amount of time their technicians are spending working on tickets, which is where this metric comes in handy.

It gives a real-time view of the average hours worked per ticket today, so it’s a gauge that will constantly be updating as the day progresses.

More details like ticket number, status, summary, and actual hours can be found by drilling down into the gauge.

If service desk leaders notice that today’s number is getting a little high, it could be a sign that there’s a sticky ticket or an issue with backlog.

Average Time to Acknowledgement - Previous Month

- This line chart shows your service team’s average time to acknowledgement in minutes for every day of the previous month.

Most service desk leaders keep a close watch on many ticket statistics, and this one can show a lot. If there are times of the month where average time to acknowledgement spikes way up, it’s a good idea to investigate further and find out if there are any issues with your techs and where improvements can be made.

Average Time to Acknowledgement - Trailing 30 Days

- This line chart shows your service team’s average time to acknowledgement in minutes every day over the last 30 days.

Most service desk leaders keep a close watch on many ticket statistics, and this one can show a lot. If there are times of the month where average time to acknowledgement spikes way up, it’s a good idea to investigate further and find out if there are any issues with your techs and where improvements can be made.

Average Time to Acknowledgement Last 30 Days

- This metric gives you a quick idea of how quickly (or not) your service desk technicians are acknowledging incoming tickets.

It returns one number - your average time to acknowledgement in minutes for the last 30 days.

Drilling down further shows company name, summary of the ticket, status of the ticket, and the number of minutes it took to acknowledge the ticket.

Service desk leaders can consider setting a threshold on this gauge so that they are instantly alerted when it hits a certain number and immediate action can be taken to course correct.

Average Time to Acknowledgement by Priority - Trailing 30 Days

- When you want to get more granular with your average time to acknowledgement, this is a useful metric.

It breaks down how long it took, on average, to acknowledge a ticket but divides it by the priority assigned to that ticket. Ideally, your high-priority tickets will have a lower average time to acknowledgement, but if the numbers don’t reflect what you’d like, then it may be time for a team-wide meeting to discuss processes.

This gauge looks at the last 30 days, but can be filtered for the time period that you prefer.

Average Time to Resolution (Hrs) - Today

- While tracking time to acknowledgement on tickets matters, it’s also really important to look at how long it’s taking your techs to resolve tickets.

This metric will give you insights into how quickly your techs are responding and how efficient their responses are.

The simple number gauge just displays the average time to resolution in hours for today and drilling down further gives details on ticket number, status, summary, and the number of hours each took to resolve.

Average Time to Resolution - Last 90 Days

- While tracking time to acknowledgement on tickets matters, it’s also really important to look at how long it’s taking your techs to resolve tickets.

This metric will give you insights into how quickly your techs are responding and how efficient their responses are.

The simple number gauge just displays the average time to resolution in hours for the last 90 days and drilling down further gives details on ticket number, status, summary, and the number of hours each took to resolve.

Many MSPs use this is a benchmark to see how they’re stacking up against their peers.

Average Time to Resolution - This Week

- While tracking time to acknowledgement on tickets matters, it’s also really important to look at how long it’s taking your techs to resolve tickets.

This metric will give you insights into how quickly your techs are responding and how efficient their responses are.

The simple number gauge just displays the average time to resolution in hours for the current week and drilling down further gives details on ticket number, status, summary, and the number of hours each took to resolve.

Average Time to Resolution - Trailing 30 Days

- While tracking time to acknowledgement on tickets matters, it’s also really important to look at how long it’s taking your techs to resolve tickets.

This metric will give you insights into how quickly your techs are responding and how efficient their responses are.

The gauge takes your average time to resolution per day for the last 30 days and pins it onto a line chart, making it easy to take note of any patterns or trends. Drilling down further gives details on ticket number, status, summary, and the number of hours each took to resolve.

Average Time to Resolution Last 30 Days

- While tracking time to acknowledgement on tickets matters, it’s also really important to look at how long it’s taking your techs to resolve tickets.

This metric will give you insights into how quickly your techs are responding and how efficient their responses are.

The simple number gauge just displays the average time to resolution in hours for the last 30 days and drilling down further gives details on ticket number, status, summary, and the number of hours each took to resolve.

Average Time to Resolution Plan - Trailing 30 Days

- Many Customer Service managers want to get as much detail as possible when it comes to their ticket statistics. It’s not only important to know how long it took for tickets to be resolved, but there are insights to be gained from knowing the amount of time it takes for your team to start working on a ticket.

If the resolution plan number is too high, it’s possible that your techs have too many tickets in their backlog and they need an extra hand. Industry experts say a good benchmark for this number is under 4 hours.

This gauge shows your daily average time to resolution plan for the last 30 days, so you can look into the reason behind some days having higher average times than others.

Average Time to Resolution by SLA Priority

- Sometimes, it’s helpful to see ticket statistics by where the ticket falls in SLA priority.

Service desk leads expect there to be a difference in resolution time for high-priority tickets versus scheduled maintenance tickets and it can be valuable to see a visual representation of those comparisons.

This metric shows a line for each category of prioritization, with the daily average time to resolution for each for the last 30 days.

Average Time to Response (Mins) - Last 7 Days

- You may want to track your average time to ticket response in minutes versus hours and that’s what this metric does.

The number gauge returns your average time for the last 7 days. Tracking this over time can help you identify any issues in your service desk process.

Average Time to Response - Last 90 Days

- This simple number gauge shows the average number of minutes it took your team to respond to tickets in the last 90 days.

A high average time to response can indicate that your team’s backlog is stacking up or that it may be time to bring on a helping hand.

MSPs tend to use this as a benchmark gauge to see how they are ranking in comparison to colleagues in their industry and in peer groups.

Average to Resolution Plan - This Week

- Many Customer Service managers want to get as much detail as possible when it comes to their ticket statistics. It’s not only important to know how long it took for tickets to be resolved, but there are insights to be gained from knowing the amount of time it takes for your team to start working on a ticket.

If the resolution plan number is too high, it’s possible that your techs have too many tickets in their backlog and they need an extra hand. Industry experts say a good benchmark for this number is under 4 hours.

This gauge shows your daily average time to resolution plan for the current week, so you can look into the reason behind some days having higher average times than others.

Average to Response This Week

- This simple number gauge shows the average number of minutes it took your team to respond to tickets for the current week.

A high average time to response can indicate that your team’s backlog is stacking up or that it may be time to bring on a helping hand.

Avg to Ack Today

- This metric gives you a quick idea of how quickly (or not) your service desk technicians are acknowledging incoming tickets.

It returns one number - your average time to acknowledgement in minutes for today.

Drilling down further reveals company name, summary of the ticket, status of the ticket, and the number of minutes it took to acknowledge the ticket.

Avg to ResPlan

- Many Customer Service managers want to get as much detail as possible when it comes to their ticket statistics. It’s not only important to know how long it took for tickets to be resolved, but there are insights to be gained from knowing the amount of time it takes for your team to start working on a ticket.

If the resolution plan number is too high, it’s possible that your techs have too many tickets in their backlog and they need an extra hand. Industry experts say a good benchmark for this number is under 4 hours.

This gauge shows your average number of hours to resolution plan for the past 7 days, or other specified time period that suits your preferences.

Average To Resolution - Last 14 Days - Client

- This simple number gauge returns the average hours it took your team to resolve their tickets in the last 14 days.

You can drill further into the gauge to reveal the ticket number and summary, status, and type of ticket.

If this number is getting too high, it’s possible your team is having difficulty staying ahead of the backlog or that too many sticky tickets are coming in.

Some MSPs like to assign a threshold to this gauge so they can be instantly alerted the moment they hit a number that concerns them.

Average to Resolution Today

- This simple number gauge returns the average hours it took your team to resolve their tickets today.

You can drill further into the gauge to reveal the ticket number and summary, status, and type of ticket.

If this number is getting too high, it’s possible your team is having difficulty staying ahead of the backlog or that too many sticky tickets are coming in.

Some MSPs like to assign a threshold to this gauge so they can be instantly alerted the moment they hit a number that concerns them.

Average to Respond - Last 14 Days - Client

- This metric gives you a quick idea of how quickly (or not) your service desk technicians are acknowledging incoming tickets.

It returns one number - your average time to acknowledgement in minutes for the last 14 days.

Drilling down further shows company name, summary of the ticket, status of the ticket, and the number of minutes it took to acknowledge the ticket.

Service desk leaders can consider setting a threshold on this gauge so that they are instantly alerted when it hits a certain number and immediate action can be taken to course correct.

Breached Resolution

- This is another useful metric for when you’re tracking your SLA progress. The number gauge shows you how many of your tickets have breached resolution.

Clearly, this is an important number to keep an eye on, because you want to keep your breached tickets as close to zero as possible.

When you drill down into this gauge, you’ll get details on the company name, ticket number, summary, and status, the ticket owner, the expected resolution date, and the minutes to meeting that resolution goal (which, in this case, will be a negative number since it was breached).

Breached Resolution Plan

- A breached resolution is never a good thing, and one that is sitting too long without a plan to solve it is even worse. This metric shows you tickets that have breached resolution and the status they are currently in.

Service desk managers will absolutely want to track this metric and make sure that their team is working hard to get that number as close to zero as possible.

Breached Response

- It’s hard to keep track of all ticket statistics throughout the day, but it’s essential to know which of your tickets have breached. This metric shows you those that have been deemed ‘breached’ and, by drilling down further, you can see more details, like ticket number, summary, status, and more.

Hopefully, this number is as close to zero as possible, but if it isn’t, this gauge is a great way to open a dialogue about what might be going on within your service team that is causing them to fall behind.

Breaching Resolution

- This is another really important metric that service desk managers are keen to track consistently. Looking at this gauge tells you the number of tickets that are breaching in the next 60 minutes (or other timeframe that makes sense for you).

If you drill further into this number, you’ll discover the ticket number, summary, status, and what the expected response date and time was.

Armed with this information, your team is able to take action and avoid troublesome breaches.

Breaching Resolution Plan

- When you have a ticket that is about to breach, it’s important that your team act swiftly to correct the issue before it is too late. How can a service desk manager make sure their team members are working on resolution plans? Tracking this metric is one way.

Looking at this gauge tells you the number of tickets that are breaching in the next 60 minutes (or other timeframe that makes sense for you).

If you drill further into this number, you’ll discover the ticket number, summary, status, and what the expected response date and time was.

Breaching Response

- This is another really important metric that service desk managers are keen to track consistently. Looking at this gauge tells you the number of tickets that are breaching in the next 60 minutes (or other timeframe that makes sense for you).

If you drill further into this number, you’ll discover the ticket number, summary, status, and what the expected response date and time was.

Armed with this information, your team is able to take action and avoid troublesome breaches.

Breaching Response Snapshot

- A lot of the time, it’s really helpful to see the way your data has been trending over a specified period of time, so you can gain insights into any patterns or issues that have emerged.

A snapshot gauge does just that. It automatically captures a specific data point on a daily, weekly, or monthly basis and plots it onto a chart, visually representing peaks and valleys that can impact your business decisions.

The Breaching Response snapshot gauge shows you how many tickets were reaching breaching status every week, so you can look back in time and make predictions moving forward.

*Available on Enterprise Plans only

Closed Today

- Every service desk manager aims to close more tickets than are being opened in a single day, so they can stay ahead of the backlog.

This simple, but critical metric shows you the number of tickets that have been closed on a given day.

You have the option of drilling further into the gauge to see the ticket number, summary, type, and the tech who closed the ticket.

Currently Open Ticket Summary

- It’s not a good use of time to spend many hours trying to dig into every single thing your service desk team members are up to, but it is helpful to get a handle on what’s rolling in.

This metric gives you a quick overview of the open tickets that are currently sitting in your queue. The list gauge details ticket number, a summary of the ticket, a status, and when the ticket was last updated.

Currently Open Tickets by Client

- Noisy clients happen. It’s not necessarily a problem, but it can become one if certain clients are taking too much time away from others. A helpful way to quickly see who is noisier than the rest is to use the currently open tickets by client metric.

This column gauge shows you a group of clients and the number of tickets each one currently has open. Just by glancing at the gauge, you can see if there’s a client who is an outlier and you can investigate more to see what’s going on.

Currently Open Tickets by Priority

- Part of running a service desk is knowing how to prioritize high-urgency tickets over others and knowing how to proceed when you’ve got a lot of high-priority tickets on your hands.

This metric breaks down your open tickets by priority, showing you the volume you currently have in each category.

Visibility like this allows you to move forward with an organized, strategic plan.

Currently Open Tickets by Type

- This metric gives service desk managers another opportunity to be organized and prioritize incoming tickets.

The pie chart breaks down all your open tickets by type of ticket, showing you the volume you currently have in each category.

Seeing if, for example, ‘critical priority’ volume is getting too high gives the insights needed to shift priorities and improve service flow.

Customer Responded

- Naturally, not all tickets are resolved within the first response. It’s helpful to see open tickets where a customer has responded so you can evaluate whether techs are troubleshooting efficiently and to understand your customer’s frame of mind.

This metric displays the number of customer-responded tickets. Drilling further into the gauge pulls up the ticket number, summary of the ticket, status, and the date it was last updated.

Customer Updated - Tech

- This is another in-progress metric as it relates to your ticket statistics. The number in this gauge represents the amount of currently open tickets in which a customer has updated the ticket.

Drilling into the gauge reveals the company name, ticket number, summary of the ticket, status, and when the last update was made.

Distinct Project Tickets Worked on This Week by Tech

- When you’re leading a service desk, you need to keep an eye on how much work each technician on your team has on their plate. If your team members are overloaded, it may signal that it’s time to add more resources to your team.

This metric shows you how many distinct tickets each of your team members worked on this week. Keep in mind that your techs may touch the same ticket over and over, but this metric shows how many different tickets came across their desk.

Drilling into each column shows the company name, project, and how many hours that tech contributed towards that project.

High Touch Tickets

- Ideally, support tickets are resolved as quickly as possible, in as few steps as possible. Realistically, complex tickets involve a lot of back and forth.

This metric helps you see which of your open tickets has a high amount of touches associated with it. If you notice an unusually high number of touches associated with a ticket, it might be an indication that the issue isn’t being properly handled or that the client is being too noisy. Either way, it’s a good idea to look into it.

*Available on Enterprise Plans only

In Progress

- There are times when it’s necessary to get granular details about your ticket statistics, and other times when you just need quick data, such as the total number of tickets in your queue that are currently in progress.

This metric lets you see that at-a-glance, with further details available when you drill down.

Kill Rate Last 7 Days

- Service managers are keen on consistently tracking their kill rate, as this percentage instantly tells you whether or not you’re closing more tickets than you’re opening.

Falling too far below 100% is an indication that your backlog is piling up and you may need more resources to help you get things under control.

This leaderboard gives your kill rate percentage for each of the last 7 days.

Over time, you may gain insights into any service desk trends, such as days of the week when your ticket volume is higher than others.

*Available on Enterprise Plans only

Kill Rate Today

- It’s important to know whether or not you’re staying ahead of your backlog and how well you’re doing so, as this information can indicate strengths or weaknesses in your service department and where/when additional resources may be needed.

The Kill Rate Today metric subtracts your tickets closed from your tickets opened and gives you the result as a simple number gauge.

If you are closing more tickets than are being opened, your team is doing a good job of making sure they aren’t falling behind on their queue.

*Available on Enterprise Plans only

Kill Rate Today Percentage

- Kill Rate percentage shows your ratio of tickets opened to tickets closed, an important metric to keep track of as it indicates how well or not you’re staying ahead of your backlog.

This progress gauge shows you your kill rate as a percentage, with anything over 100% surpassing the daily goal.

Staying above 100% means you are closing more tickets than are being opened and are therefore not falling behind on your queue.

*Available on Enterprise Plans only

Member Efficiency - Current Week

- This metric helps you gauge how efficient your team members are being with their hours and their tickets for the current week.

The table displays each of your team members, how many open tickets are in their queue, how many tickets they’ve resolved this week, their total hours for the week versus how many of those hours were billable, the number of tickets they’ve touched this week, and their utilization rate for the week.

Keeping an eye on this data helps assess which of your techs is working most productively and who could use some improvement.

*Available on Enterprise Plans only

Member Efficiency - Today

- This metric helps you gauge how efficient your team members are being with their hours and their tickets today.

The table displays each of your team members, how many open tickets are in their queue, how many tickets they’ve resolved today, their total hours for today versus how many of those hours were billable, the number of tickets they’ve touched today, and their utilization rate for the day.

Keeping an eye on this data helps assess which of your techs is working most productively and who could use some improvement.

*Available on Enterprise Plans only

Missing Configuration

- If a customer submits a ticket that deals with, say, their laptop, they will usually attach the configuration to the ticket. This metric simply tells you how many tickets are in your queue with no configuration attached.

 

Drilling into the gauge displays the ticket number, company name, board, and type.

most-active-users-quarterly

- Noisy customers happen and that’s not always a bad thing. But, it’s a good idea to keep an eye on those noisy clients, because if they’re costing your techs too much time versus how much revenue they’re bringing in, that could be bad for your business.

This metric shows you a column chart of your top 25 most active users, determined by the count of tickets they’ve submitted this quarter.

If there’s a really wide discrepancy in numbers between the most active user and the 25th most active user, it may be worth digging into that top user a bit more.

Most Active Users - Trailing 30 Days

- Noisy customers happen and that’s not always a bad thing. But, it’s a good idea to keep an eye on those noisy clients, because if they’re costing your techs too much time versus how much revenue they’re bringing in, that could be bad for your business.

This metric shows you a column chart of your top 25 most active users, determined by the count of tickets they’ve submitted in the last 30 days.

If there’s a really wide discrepancy in numbers between the most active user and the 25th most active user, it may be worth digging into that top user a bit more.

New Tickets

- Service desk managers spend a lot of their time looking at their ticket statistics and ensuring that everything is running smoothly.

This simple number gauge displays the number of new tickets sitting in the queue.

Open - Tech

- This simple, but valuable, gauge displays the current number of open tickets sitting in a queue.

Drilling into the gauge shows the company name, ticket number, ticket summary, status, and last update time and date.

Open Project Tickets

- This number gauge displays the total amount of tickets you have in your queue that are associated with an open project.

Drill down further to reveal more details like company name, project and phase, ticket number, summary, and project manager.

Open Tickets by Technician

- When organizing and managing a service desk, it’s important to know how much each tech on your team has on his or her plate, so you can properly assign resources should a critical issue or emergency arise. It also helps you see lags or issues arising with your team over time.

This column chart displays every tech on your team along with their corresponding number of currently open tickets.

To understand the scope of any one individual’s tickets, you can click on any column to reveal ticket number and summary and current status.

Open vs Closed - Last 14 Days - Client

- Understanding your ratio of open to closed tickets helps you gauge what your Kill Rate is, which can tell you a lot about how your service desk is performing.

On any given day, you want to be closing more tickets than are being opened so you can ensure that you’re staying ahead of your backlog.

This column chart compares number of open tickets to number of closed tickets for each of the last 14 days.

Ticket details - including number, summary, and date opened - can be found by clicking on the columns.

Open vs Closed Tickets - Trailing 30 Days

- Understanding your ratio of open to closed tickets helps you gauge what your Kill Rate is, which can tell you a lot about how your service desk is performing.

On any given day, you want to be closing more tickets than are being opened so you can ensure that you’re staying ahead of your backlog.

This line graph compares number of open tickets to number of closed tickets for each of the last 30 days.

Opened Last 14 Days by Type - Client

- It can be helpful to know the types of tickets that are coming into a service desk in order to properly assign resources to handle specific types of tickets.

This pie chart breaks down the types of tickets that have been opened in the last 14 days and the number of tickets per type.

Clicking into each slice of the pie reveals more details about the tickets associated with that type, such as ticket number, summary, and date opened.

Opened Today

- A good KPI to track on a daily basis is the number of tickets that have been opened on that day. This helps service managers get a handle on their queue every day.

This simple number gauge returns the number of tickets that have been opened today and gives more details on those tickets (such as ticket number, summary, and type) once you click the number.

Opened vs Closed Tickets - Previous Month

- Understanding your ratio of open to closed tickets helps you gauge what your Kill Rate is, which can tell you a lot about how your service desk is performing.

On any given day, you want to be closing more tickets than are being opened so you can ensure that you’re staying ahead of your backlog.

This line graph compares number of open tickets to number of closed tickets for the previous month.

Seeing how the lines overlap gives a quick visual cue as to what that Kill Rate may be.

Opened vs Closed - Last 90 Days Weekly

- Understanding your ratio of open to closed tickets helps you gauge what your Kill Rate is, which can tell you a lot about how your service desk is performing.

On any given day, you want to be closing more tickets than are being opened so you can ensure that you’re staying ahead of your backlog.

This line graph compares number of open tickets to number of closed tickets for the last 90 days, broken down by week.

Opened vs Closed Tickets - Quarterly

- Understanding your ratio of open to closed tickets helps you gauge what your Kill Rate is, which can tell you a lot about how your service desk is performing.

On any given day, you want to be closing more tickets than are being opened so you can ensure that you’re staying ahead of your backlog.

This line graph compares number of open tickets to number of closed tickets for the last quarter.

Seeing how the lines overlap gives a quick visual cue as to what that Kill Rate may be.

Opened vs Closed Tickets - Trailing 30 Days

- Understanding your ratio of open to closed tickets helps you gauge what your Kill Rate is, which can tell you a lot about how your service desk is performing.

On any given day, you want to be closing more tickets than are being opened so you can ensure that you’re staying ahead of your backlog.

This line graph compares number of open tickets to number of closed tickets for each of the last 30 days.

Seeing how the lines overlap gives a quick visual cue as to what that Kill Rate may be.

Over Budget Project Tickets

- Anytime you’re dealing with budgets, you want to keep a close eye on your numbers because of the direct impact it has on SLAs and other areas of business.

This KPI displays the number of tickets you have that are related to a project and are over budget (in this instance, hours).

By clicking into the number, you get important details like company name, project and phase, ticket number, summary, project manager, status, actual hours entered, and budgeted hours.

Overdue - Tech

- There are a number of reasons why tickets may go past their due date without causing any issues. However, it’s a good idea to keep an eye on the number of overdue tickets sitting in your queue so you can prevent it from becoming a problem.

This gauge displays the number of overdue tickets and when you click on the number, gives more details like company name, ticket number and summary, status, last time the ticket was updated, and the scheduled end date.

Past Due Project Tickets

- When it comes to projects and staying on track with SLAs, it’s important to know if your tickets are being solved in a timely manner. That’s where this gauge becomes helpful.

It shows the number of project tickets that are past due. By clicking on the number, you get more details like company name, project and phase, ticket number and summary, project manager, and due date.

Past Due Schedules

- When resources are assigned to work on a ticket, it may be helpful to see if those schedules have gone past their due date.

This metric shows the number of schedules that are past due, with a drill down available to see ticket number, company name, the person scheduled to work on the ticket, and the scheduled date.

Percentage of Tickets that Met Resolution SLA - Last Week

- Service desk leaders typically prioritize tracking how well their teams are meeting SLAs, which includes whether or not tickets are meeting resolution. This KPI is incredibly important.

In this gauge, a column chart shows the percentage of tickets that met resolution per SLA in the last week. The goal is probably to be as close to 100% as humanly possible, and this gauge makes it easy to track progress on that goal on a weekly basis.

*Available on Enterprise Plans only

Project Tickets Closed This Week

- This gauge measures tickets that are specific to open projects, and in this case looks at the number of those tickets that have been closed during the current week.

Drilling into the number shows details like company name, project and phase, ticket number and summary, project manager, and when the ticket was opened and closed.

Project Tickets Closed Today

- This gauge measures tickets that are specific to open projects, and in this case looks at the number of those tickets that have been closed today.

Drilling into the number shows details like company name, project and phase, ticket number and summary, project manager, and when the ticket was opened and closed.

Project Tickets Lacking Budget

- What if you have techs working on project tickets that don’t have any hours budgeted to them?

Service desk managers will look at that kind of data to understand if the projects they are working on are profitable or not. If techs are spending too much time on something and it’s actually costing the company money, it may be time to reassess that project.

This gauge shows the number of open project tickets lacking a budget, with the drill down revealing details like company name, project and phase, ticket number, summary, project manager, and actual hours entered on that ticket.

Project Tickets Opened This Week

- This gauge measures tickets that are specific to open projects, and in this case looks at the number of those tickets that have been opened during the current week.

Drilling into the number shows details like company name, project and phase, ticket number and summary, project manager, and when the ticket was opened and closed.

Project Tickets Opened Today

- This gauge measures tickets that are specific to open projects, and in this case looks at the number of those tickets that have been opened today.

Drilling into the number shows details like company name, project and phase, ticket number and summary, project manager, and when the ticket was opened and closed.

Project Tickets Opened vs Closed - Last 30 Days

- Kill Rate is a KPI that a lot of service desk managers love because it tells a story of how well you are staying ahead of your backlog. Essentially it measures your opened versus closed tickets.

This gauge paints that picture in a visual way, displaying overlapping lines, one depicting opened project tickets and one depicting closed project tickets, for the last 30 days.

With a quick glance, the discrepancy between lines will tell you if your Kill Rate is where you want it to be.

Drilling into each data point on the graph (ex: opened tickets on January 24th, or closed tickets on January 24th) will reveal company name, project and phase, ticket number, summary, and project manager.

Project Tickets by Status

- When it comes to tickets associated with projects, it’s helpful to know the status of those open tickets.

This pie chart shows your number of tickets, broken up by their status (like Open, Ready for Review, etc.). Clicking on each piece of the pie shows details about the tickets with that status, like company name, project and phase, ticket number, summary, and more.

Resolved

- There is so much data to take into account when it comes to ticket statistics, and each piece of information is equally important.

This gauge in particular measures your number of tickets that have been resolved. Clicking the number reveals the drill down menu, which displays details like company name, ticket summary, the date it was opened, the number of hours it took to resolve, and the tech who resolved the ticket.

Resolved Today - Tech

- When it comes to open tickets, the goal is to get them properly resolved as soon as possible, right? So it’s a good idea to see how many tickets are being resolved on a daily basis.

The number in the gauge shows the amount of tickets that have been resolved today. Drilling down reveals more details like company name, ticket number, summary, resolution date, and the number of hours it took to resolve.

Resolved Yesterday - Tech

- When it comes to open tickets, the goal is to get them properly resolved as soon as possible, right? So it’s a good idea to see how many tickets are being resolved on a daily basis.

The number in the gauge shows the amount of tickets that have been resolved yesterday. Drilling down reveals more details like company name, ticket number, summary, resolution date, and the number of hours it took to resolve.

SLA Open

- This KPI provides a really quick way to see how many open tickets on SLAs, or agreements, are currently on your plate.

Drilling into the number shows more details like company name, ticket number and summary, ticket owner, when it was opened and when it was last updated.

SLA Statistics by Priority - Last Month

- When it comes to SLAs, you want to avoid any breaches and instead want to be performing at an optimal rate.

This Enterprise Plan gauge shows you your SLA statistics by ticketing priority. For example, for your critical/priority 1 tickets, you can see how many tickets fell into that category, how many and what percentage of those tickets met their SLA, how many and what percentage of tickets met their response time, how many and what percentage of tickets met their resolution plan, and how many and what percentage of tickets were resolved.

*Available on Enterprise Plans only

Same Day Resolution Percentage Last 90 Days

- Some KPIs within BrightGauge are set up as Benchmark Gauges, which allow you to track your performance against peers in your industry. For example, you may want to compare your numbers to others in your HTG peer group.

This particular KPI displays your average percentage of tickets resolved on the same day the ticket was opened for the last 90 days. It also shows how you rank in this area against the other companies in your peer group.

*Available on Enterprise Plans only

Schedules Today - Tech

- When it comes to your tech’s schedules, it’s not enough to look at what tickets have a resource assigned to them. That’s because tickets can have more than one resource attached at a time.

This gauge helps you get more specific data by looking at the total number of open schedules today, regardless of associated ticket number. Drilling into the number reveals details like company name, ticket number, summary, status, start and end date, and last date updated.

Service Summary

- This gauge gives you perspective on your client activity so you can gain insights on those clients that are particularly noisy or may be in need of additional training.

It lists client name along with their number of currently open tickets, the number of tickets that were opened last month, and the number of tickets that were closed last month.

You can drill down further into each column to see more details on the tickets, like the ticket number and a short summary.

Stale

- As much as possible, you want to avoid too many tickets becoming stale in your queue. Sometimes it’s unavoidable, but for the most part, your tickets reach resolution.

This metric helps you see how many stale tickets you currently have, determined by the date they were last updated (in this instance, a ticket is considered stale if it was last updated earlier than 7 days ago).

Drilling into the number reveals ticket details, like ticket number, summary, type, and acknowledgement date.

Stale (Snapshot)

- As far as stale tickets go, it can be really helpful to understand if this is a trend your department falls into. Are you consistently allowing too many tickets to go stale?

This snapshot gauge captures your number of stale tickets at the end of the day and plots it onto a line graph, so you can easily visualize any patterns or trends over time.

Are there days of the week where your number of stale tickets are higher than others? Is there a particular time of year where stale tickets tend to stack up?

These insights can help you run a more efficient department over time.

*Available on Enterprise Plans only

Stale Tech

- This metric takes a look at the number of open tickets with someone assigned to it, but that are now considered stale.

In this instance, a ticket is determined to be stale if it has not been updated in 3 or more days.

Drilling down into the number gives more details like company name, ticket number, and summary.

Stale Project Tickets

- This metric gives visibility into your currently open project tickets that have gone stale, determined by the date they were last updated (in this instance, projects were updated 3 or more days ago).

Drilling into the number of stale project tickets reveals more details about those tickets, like company name, project and phase, ticket number, summary, project manager, and when it was last updated.

Stale Project Tickets by Project Manager

- If you have a particular tech who builds up a habit of letting tickets go stale, it may indicate that that tech needs extra training or a review of processes.

This gauge helps you understand how many stale tickets each project manager has on his or her plate by showing those numbers in a column chart.

Clicking on each column shows more details about that tech’s stale tickets, like the company name, the project and phase, ticket number, summary, project manager, ticket owner, and when it was last updated.

Stale Project Tickets by Ticket Owner

- If you have a particular tech who builds up a habit of letting tickets go stale, it may indicate that that tech needs extra training or a review of processes.

This gauge helps you understand how many stale tickets each ticket owner has on his or her plate by showing those numbers in a column chart.

Clicking on each column shows more details about that tech’s stale tickets, like the company name, the project and phase, ticket number, summary, project manager, and when it was last updated.

Ticket Ages

- How long are you allowing your tickets to sit without getting resolved? It’s important to look at the aging statistics of your tickets so you can be proactive about staying ahead of your backlog.

This metric is made up of a pie chart that breaks down your unsolved tickets in terms of how many weeks they’ve aged, for example 1 week, 2 weeks, 3 weeks, or more than a month.

Clicking into each slice of the pie reveals more details about those aged tickets, including ticket number, company, ticket board and type.

Tickets 3 Days Waiting on Client

- Sometimes tickets stack up in your queue because they are in the hands of your client, versus your service manager. This is a metric that helps you evaluate which of your open tickets are awaiting client response. In this instance, a ticket has been waiting on the client for 3 or more days.

The gauge shows the following details: ticket number, company name, contact name, ticket summary, date opened, date last updated, and whether or not the ticket is assigned.

Tickets 30 Days Old by Resource

- This metric helps you answer the question, “Which of my techs has open tickets that are more than 30 days old?”.

The column chart shows each of your techs and the respective number of 30-or-more-day-old tickets they have in their queue.

Barring outside factors like vacations or illnesses, if you notice that a tech has a high number of aged tickets in their queue, it may be time to have a chat and understand if additional training or resources are needed.

Tickets 7 Days With No Activity

- This is a metric that helps you see details associated with open tickets that have not had any activity on them in 7 or more days.

It lists the ticket number, company name, ticket summary, status, date opened, when it was last updated, and whether or not the ticket is assigned.

Tickets Assigned by Resource (by Client)

- If you have a lot of clients and several techs on your team, it can be hard to keep track of which resource is helping which client at any given time. This metric helps you see things clearly.

It shows you each of your assigned resources with a respective column displaying how many tickets each of those resources has open. Going one step further, each column is broken up and color coded by the clients that resources tickets belong to.

For example, Sam Jones has 10 open tickets belonging to ABC Client, Bob’s Burgers, and Al’s Coffee Shop.

Tickets Closed - Quarterly

- When you want a quick look at how many tickets were closed this quarter, this is the gauge to turn to.

It displays the number of tickets closed in the last 90 days, with the ability to drill down further and get details like ticket number, company name, summary, date opened and closed, and who the ticket was resolved by.

Tickets Closed Last Month

- When you want a quick look at how many tickets were closed in the previous month, this is the gauge to turn to.

It displays the number of tickets closed in the previous month, with the ability to drill down further and get details like ticket number, company name, summary, date opened and closed, and who the ticket was resolved by.

Tickets Closed Month to Date

- When you want a quick look at how many tickets have been closed so far this month, this is the gauge to turn to.

It displays the number of tickets closed this month to date, with the ability to drill down further and get details like ticket number, company name, summary, date opened and closed, and who the ticket was resolved by.

Tickets Closed Today by Engineer

- How many tickets are each of your engineers responsible for closing today? This metric gives you really quick visibility into that data.

It is a column chart that displays all of your engineers plus their respective number of tickets resolved today.

This gives you a great opportunity to reward those engineers that are going above and beyond.

Tickets Closed Yesterday

- When you want a quick look at how many tickets were closed yesterday, this is the gauge to turn to.

It displays the number of tickets closed yesterday, with the ability to drill down further and get details like ticket number, ticket board, company name, summary, date opened and closed, and who the ticket was resolved by.

Tickets Closed by Tech by Week - Last 5 Weeks

- This is a metric that shows you how many tickets were closed per week by each tech on your team for the last 5 weeks.

Drilling down reveals further details, like company name, ticket number, summary, and the date the ticket was opened and closed.

Tickets Closed in the Last 30 Days

- When you want a quick look at how many tickets were closed in the last 30 days, this is the gauge to turn to.

It displays the number of tickets closed in the last 30 days, with the ability to drill down further and get details like ticket number, company name, summary, date opened and closed, and who the ticket was resolved by.

Tickets Closed in the Last Week

- When you want a quick look at how many tickets were closed in the last week, this is the gauge to turn to.

It displays the number of tickets closed in the last week, with the ability to drill down further and get details like ticket number, company name, summary, date opened and closed, and who the ticket was resolved by.

Tickets Currently Open

- When you want a quick look at how many tickets you currently have open, this is the gauge to turn to.

It displays the number of tickets that are currently open as of today, with the ability to drill down further and get details like ticket number, company name, summary, status, and date opened.

Tickets Currently Open (Snapshot)

- Part of managing a service desk is tracking your influx of tickets on a regular basis.

This Snapshot gauge captures your daily number of currently open tickets and plots it all together onto a line graph, enabling you to identify patterns and trends that can ultimately lead to a more efficient department.

For instance, if you notice that there are days of the week where ticket numbers spike, that can have an impact on the way you organize your resources for that particular day.

*Available on Enterprise Plans only

Tickets Open by Status

- This metric provides a visible way to understand what portion of open tickets fall into your various status categories.

For example, you may want to see if the majority of your tickets are open, or what percentage of tickets are waiting on client.

This pie chart breaks it all down for you by showing the percentage/number of open tickets belonging to each category.

Tickets Open by Tech - Client

- This column chart simply shows you how many open tickets each tech on your team has assigned to him or her.

You can get more details on those open tickets by clicking on the column pertaining to each tech, which reveals ticket number, summary, status, when the ticket was last updated, and the scheduled start date.

Tickets Opened Last 14 Days by Contract - Client

- Naturally, each of your clients will have different support needs based on a number of factors, like the number of machines they have, the amount of time they’ve been your client, or even who your main point of contact is.

It can be valuable for service desk managers to understand how many tickets have been opened by each client. This column chart displays that based on the last 14 days.

Clicking on each client’s respective column will reveal details about their open tickets, like ticket number, summary, status, date opened, and when it was last updated.

Tickets Opened Last Month

- When you want a quick look at how many tickets were opened last month, this is the gauge to turn to.

It displays the number of tickets that were opened in the previous month, with the ability to drill down further and get details like ticket number, company name, summary, status, and date opened and closed.

Tickets Opened Month to Date

- When you want a quick look at how many tickets have been opened so far this month, this is the gauge to turn to.

It displays the number of tickets that have been opened this month to date, with the ability to drill down further and get details like ticket number, company name, summary, status, date opened, and when it was last updated.

Tickets Opened This Week

- When you want a quick look at how many tickets have been opened this week, this is the gauge to turn to.

It displays the number of tickets that have been opened during the current week, with the ability to drill down further and get details like ticket number, company name, summary, status, date opened, and when it was last updated.

Tickets Opened This Week by Resolution Status

- This metric provides one way to see your kill rate for the current week - that is, your portion of tickets that have been closed.

The pie chart shows you data about your tickets that have been opened this week by displaying the portion that have been resolved and the portion that still remain open.

Ideally, the “resolved” piece of the pie will be larger than the “open”. Clicking on each slice reveals details about those tickets, including company name, ticket number, summary, date opened, status, and when it was last updated.

Tickets Opened Yesterday

- When you want a quick look at how many tickets were opened yesterday, this is the gauge to turn to.

It displays the number of tickets opened yesterday, with the ability to drill down further and get details like ticket number, company name, summary, and date opened.

Tickets Opened and Closed - Last 14 Days

- A column chart comparing your opened tickets versus your closed tickets for each of the last 14 days can give you perspective on how you’re performing against your backlog.

Are you closing more tickets than are being opened? That’s a good thing. Were there certain days where there were just too many tickets being opened? It happens.

By clicking on each column, you can get more details on that day’s opened or closed tickets, like company name, ticket number, summary, time to resolution (if applicable), and who it was resolved by (if applicable).

Tracking this over time can provide important insights.

Tickets Opened and Closed by Location - Trailing 30 Days

- You may want to segment your ticket statistics by location if you have multiple offices or different teams handling your support queue.

This column chart shows you the number of opened and closed tickets per the locations you are interested in.

Tickets Opened by Day of Week - Previous Week

- This metric gives you some granular insights about your ticket statistics. It’s a column chart that looks at the number of tickets that have been opened each day of this week by the source that ticket came from (ex: call, email, etc).

Each column is divided by the portion of tickets coming from each source and clicking on each piece of the column reveals more details about tickets from that source, like ticket number, company name, status, summary, and whether or not the ticket has been assigned.

Tickets Opened by Hour - Previous Week

- This metric gives you some granular insights about your ticket statistics for the previous week. It’s a column chart that looks at the number of tickets that have been opened eby hour by the source that ticket came from (ex: call, email, etc).

Each column is divided by the portion of tickets coming from each source and clicking on each piece of the column reveals more details about tickets from that source, like ticket number, company name, status, summary, and whether or not the ticket has been assigned.

Tickets Opened by Service Item - Trailing 30 Days

- This metric shows you the number of tickets that have been opened by service item (ex: PC workstation, Mac workstation, etc) for the last 30 days.

If you see a recurring trend of a high number of tickets pertaining to a particular service item, you may want to provide some additional training that would diminish any issues associated with that service item.

Tickets Opened by Status Previous Month

- This metric provides a visible way to understand what portion of open tickets fall into your various status categories.

For example, you may want to see if the majority of your tickets are open, or what percentage of tickets are waiting on client.

This pie chart breaks it all down for you by showing the percentage/number of open tickets belonging to each category for any tickets that were opened during the previous month.

Tickets Opened by Sub-Type - Trailing 30 Days

- This metric shows you the number of tickets that have been opened by sub-type (ex: files/docs, backup, audit) for the last 30 days.

This data can give you insights into the type of training areas you may need to focus on.

Tickets Opened by Type - Previous Month

- This metric provides a visible way to understand what portion of open tickets fall into your various types of categories.

For example, you may want to see if the majority of your tickets are related to infrastructure/equipment, or maybe most are tied to applications.

This pie chart breaks it all down for you by showing the percentage/number of open tickets belonging to each category type for any tickets that were opened during the previous month.

Tickets Opened by Type - Quarterly

- This metric provides a visible way to understand what portion of open tickets fall into your various types of categories.

For example, you may want to see if the majority of your tickets are related to infrastructure/equipment, or maybe most are tied to applications.

This pie chart breaks it all down for you by showing the percentage/number of open tickets belonging to each category type for any tickets that were opened in the last 90 days.

Tickets Opened by Type - Trailing 30 Days

- This metric provides a visible way to understand what portion of open tickets fall into your various types of categories.

For example, you may want to see if the majority of your tickets are related to infrastructure/equipment, or maybe most are tied to applications.

This pie chart breaks it all down for you by showing the percentage/number of open tickets belonging to each category type for any tickets that were opened in the last 30 days.

Tickets Opened by Type and Sub-Type - Trailing 30 Days

- This gauge gives really granular details about your ticket types and sub-types. It’s a column chart that is categorized by type of ticket (applications, infrastructure, account management, etc). Each column is divided by sub-types that fall within that category type (security, patch, audit, etc).

Essentially, what you’re able to infer from this metric, is the number of tickets that have been opened by type and sub-type for the last 30 days.

If there is an excessive volume of tickets pertaining to a particular category, it can help you decide if you should provide additional training in those areas.

Tickets Opened in the Last 30 Days

- When you want a quick look at how many tickets were opened in the last 30 days, this is the gauge to turn to.

It displays the number of tickets opened 30 or less days ago, with the ability to drill down further and get details like ticket number, company name, summary, date opened, and when it was last updated.

Tickets Opened in the Last 7 Days

- When you want a quick look at how many tickets were opened in the last 7 days, this is the gauge to turn to.

It displays the number of tickets opened a week or less ago, with the ability to drill down further and get details like ticket number, company name, summary, date opened, and when it was last updated.

Tickets Opened in the Last Week

- When you want a quick look at how many tickets were opened in the last week, this is the gauge to turn to.

It displays the number of tickets opened in the last week, with the ability to drill down further and get details like ticket number, company name, summary, date opened, and when it was last updated.

Tickets Past Due

- When you schedule a ticket to be worked on or resolved by a certain date, you’re presumably going to do as much as you can to stick to that schedule. So, it’s helpful to see when you have tickets that are past due.

This gauge shows the number of open tickets you have that are currently past due, with the ability to drill down and see ticket number, company name, member on the ticket, scheduled date, and status.

Tickets Past Due by Company

- When you schedule a ticket to be worked on or resolved by a certain date, you’re presumably going to do as much as you can to stick to that schedule. So, it’s helpful to see when you have tickets that are past due.

This gauge shows the number of open tickets you have per client that are currently past due, with the ability to drill down into each client’s tickets to see ticket number and scheduled date.

Tickets Past Due by Resource

- When you schedule a ticket to be worked on or resolved by a certain date, you’re presumably going to do as much as you can to stick to that schedule. So, it’s helpful to see when you have tickets that are past due.

This gauge shows the number of open tickets per technician that are currently past due, with the ability to drill down into each tech’s tickets to see ticket number and scheduled date.

Tickets Pending Resolution

- This gauge shows you SLA data for live tickets that are pending resolution.

The number displayed is the amount of open tickets pending resolution, with the ability to drill down further and see company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Tickets Pending Resolution Plan

- This gauge shows you SLA data for live tickets that are pending a resolution plan.

The number displayed is the amount of open tickets pending a resolution plan, with the ability to drill down further and see company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Tickets Pending Response

- This gauge shows you SLA data for live tickets that are pending a response.

The number displayed is the amount of open tickets pending a response, with the ability to drill down further and see company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Tickets Per Endpoint Last 90 Days

- BrightGauge allows you the ability to benchmark yourself against peers in your industry when it comes to certain KPIs. A Benchmark Gauge will show you your data and also tell you how you rank against the other companies in your peer group.

This particular Benchmark Gauge takes a look at your number of tickets per endpoint over the last 90 days. If you’re ranking well amongst your peers, it’s a good indication that you’re staying ahead of your backlog and keeping your client’s devices running properly.

*Available on Enterprise Plans only

Tickets Resolved This Week

- This gauge provides a really quick and simple way to see how many tickets your department has resolved during the current week.

Clicking on the number reveals more details about your resolved tickets, like company name, ticket number, simmary, resolution date, and the time it took to reach resolution.

Tickets Resolved This Week Leaderboard

- Leaderboards are a great way to inspire a little healthy competition and to incentivize your team members to work more productively and efficiently.

In this particular leaderboard, your techs are ranked by the number of tickets they have resolved during the current week. The person who has resolved the most number of tickets is shown in the first position with their name and total number of tickets resolved.

You can drill down into each person’s rank to get more details on the tickets they’ve resolved, like company name, ticket number, summary, resolution date, and the time it took to reach resolution.

Tickets Resolved and CSAT by Tech This Month

- If you are solely paying attention to the number of tickets your techs are resolving, you may think they are crushing it if their numbers are really high. But without adding the context of CSAT scores, how do you know if they’re properly responding to tickets?

This gauge pairs those metrics side-by-side in a column chart by showing each of your techs and their respective number of tickets resolved plus average CSAT score. A high number of tickets resolved with a high average CSAT score is awesome.

You can drill into your tech’s tickets resolved column and CSAT column to get more details about each of those tickets, like company name, ticket number, summary, resolution date, time to resolution, and CSAT percentage.

*Available on Enterprise Plans only

Tickets Waiting

- This gauge shows you SLA data for live tickets that are waiting.

The number displayed is the amount of open tickets waiting, with the ability to drill down further and see company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Tickets Worked On This Week Leaderboard

- Leaderboards are a great way to inspire a little healthy competition and to incentivize your team members to work more productively and efficiently.

In this particular leaderboard, your techs are ranked by the number of distinct tickets they have worked on during the current week. The person who has worked on the most number of tickets is shown in the first position with their name and total number of tickets.

You can drill down into each person to get more data on their tickets, like company, ticket number, summary, and actual hours worked.

Tickets by Priority that Missed Resolution SLA - Last 30 Days

- Hitting and meeting all aspects of your SLA is the goal, but when you want to track tickets that missed their resolution SLA, this gauge comes in handy.

A pie chart breaks up your missed resolution tickets by priority (i.e., emergency response, scheduled maintenance, etc) and shows you the number/percentage of tickets that fall into each category.

These data insights can help you restructure your department or reassign resources if needed.

Tickets by Resource that Missed Resolution SLA - Last 30 Days

- Hitting and meeting all aspects of your SLA is the goal, but sometimes things can fall through the cracks, for various reasons.

This gauge shows you the number of tickets by resource that missed their resolution SLA in the last 30 days. It displays a column for each of your technicians with their respective number of missed resolution tickets.

It’s worth having a discussion with a tech that is repeatedly missing their resolution goal.

Tickets by Resource that Missed Response SLA - Last 30 Days

- Hitting and meeting all aspects of your SLA is the goal, but sometimes things can fall through the cracks, for various reasons.

This gauge shows you the number of tickets by resource that missed their response SLA in the last 30 days. It displays a column for each of your technicians with their respective number of missed response tickets.

It’s worth having a discussion with a tech that is repeatedly missing their response goal.

Tickets by SLA Status

- It’s important to stay on top of your SLA status so you can avoid breaching SLAs as often as possible.

This pie chart shows you how many live tickets fall into your various SLA categories, such as Pending Response, Pending Resolution, etc.

Clicking on each slice of the pie reveals details about that category’s tickets, like company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Tickets by Severity - Last 30 Days

- What was the severity of your tickets in the last 30 days? Did you have more high critical tickets coming in than low severity tickets?

This pie chart breaks it down for you and shows the number/percentage of tickets that fell into each of your severity categories during the last 30 days.

If you have too many high-severity tickets coming in, it could signal that additional training or resources may be needed.

Tickets by Severity - Quarterly

- What was the severity of your tickets in the last 90 days? Did you have more high critical tickets coming in than low severity tickets?

This pie chart breaks it down for you and shows the number/percentage of tickets that fell into each of your severity categories during the last 90 days.

If you have too many high-severity tickets coming in, it could signal that additional training or resources may be needed.

Tickets in the New Status

- This gauge simply displays how many new tickets you have sitting in your queue.

Clicking on the number of tickets reveals more details about the tickets, like company name, summary, date opened, and board.

Tickets that Missed SLA Resolution - Last 30 Days

- Hitting and meeting all aspects of your SLA is the goal, but sometimes things can fall through the cracks, for various reasons.

This gauge displays your number of tickets that missed SLA resolution in the last 30 days. Clicking on the number reveals more details about those tickets, like ticket number, company, summary, date opened, date resolved, and time to resolution.

Tickets with No charge Hours - Previous 30 Days

- Sometimes your techs do billable-like work that you aren’t charging your clients for, for various reasons. It’s helpful to track tickets that have no-charge hours on them so you can understand the scope of your “pro-bono” (so to speak) work.

This gauge lists your tickets with no charge hours for the previous month, with details like date, company name, ticket number, hours, and ticket summary.

Top 10 Active Users - Previous Month

- This column chart shows you who your most active contacts were in the previous month based on the number of tickets submitted.

You can click on each contact’s column to get more details about their tickets, like the ticket number, summary, and what priority category that ticket fell into.

op 10 Most Tickets Per Endpoint MTD Leaderboard

- This leaderboard shows you your top tickets per endpoint, ranked in order from most to least.

The data is derived by dividing the total number of tickets opened this month to date by the company name and configuration type (i.e., workstation).

An unusually high number of tickets per endpoint may signal that that client could benefit from additional training or guidance.

*Available on Enterprise Plans only

Top 25 Most Tickets Per Endpoint Last Month Leaderboard

- This leaderboard shows you your top tickets per endpoint, ranked in order from most to least.

The data is derived by dividing the total number of tickets opened last month by the company name and configuration type (i.e., workstation).

An unusually high number of tickets per endpoint may signal that that client could benefit from additional training or guidance.

*Available on Enterprise Plans only

Unassigned

- When new tickets are opened, it’s advisable to get them assigned to someone as soon as possible, so that the ticket is resolved in a timely manner.

To get an understanding of how many open tickets you have without a resource assigned to them, you can turn to this gauge.

Clicking on your number of unassigned open tickets will give more details, like ticket number, summary, and status.

Seeing what’s in your backlog may help you make decisions on who may be best to tackle what’s in the queue.

Unassigned Project Tickets

- When new project tickets are opened, they should have a resource assigned to them ASAP to ensure you’re meeting your SLAs.

To get an understanding of how many project tickets you have without a resource assigned to them, you can turn to this gauge.

Clicking on your number of unassigned project tickets will give more details, like company name, project and phase, ticket number and summary, project manager, and actual hours entered versus budgeted hours.

Waiting on Customer

- Sometimes tickets stack up in your queue because they are waiting on something, such as your client to respond, or parts, or a repair to take place, etc. This is a metric that helps you evaluate how many of your open tickets are waiting.

Clicking on the number of tickets gives you more details, like ticket number, summary, and status.

Waiting on Customer - Client

- Sometimes tickets stack up in your queue because they are in the hands of your client, versus your service manager. This is a metric that helps you evaluate how many of your open tickets are awaiting client response.

Clicking on the number of tickets gives you more details, like ticket number, summary, and status.

Waiting on Customer - Client (Snapshot)

- Watching the various trends and patterns that emerge out of your ticket statistics can provide valuable insights that’ll help you run a more productive and efficient service department. For example, you might find that a certain day of the week is busier than others, so you’ll shift your resources to account for that.

This particular gauge tracks how many of your tickets are waiting on your client. The Snapshot automatically captures the number of “waiting on client” tickets at the end of every day and plots those data points onto a chart, giving you a line graph that reveals the ebbs and flows of your tickets.

*Available on Enterprise Plans only

Worked On - Today

- This simple gauge shows you how many distinct tickets have been worked on so far today. You can drill into the number to find out ticket details, like ticket number, company name, summary, and hours entered on that ticket.

It’s a quick way to assess how busy your department is on any given day.

Worked On - Yesterday

- This simple gauge shows you how many distinct tickets were worked on yesterday. You can drill into the number to find out ticket details, like ticket number, company name, summary, and hours entered on that ticket.

It’s a quick way to assess how busy your department is day-to-day.

OTHER KPIs

Company Contact

- Remember using a Rolodex to keep your contacts organized? Anyone? Just us? Anyway.

This gauge literally just shows you your important company contacts, including point person, email address, and phone number.

Easy peasy!

Company Team

- This gauge lists the companies you work with, the customers you interact with at those companies, and their roles.

It’s a way to help you stay organized and keep everything in one place.

Router Inventory Gauge

- If you’ve got a lot of clients, it’s essential that you keep track of the number of assets you are responsible for each one. This gauge provides a really great way to view your asset information.

The column chart shows your clients and the number of routers each one has, so you can easily stay organized.

Why ConnectWise Automate?

While ConnectWise Manage is all about tickets and technicians, ConnectWise Automate is all about the machines themselves. With BrightGauge, you can monitor whether or not your devices are up to date, reaching max capacity, are experiencing an urgent issue that needs addressing, are failing, and more. Constant visibility means nothing falls through the cracks.

Ahead are the default KPIs that come pre-loaded into your account when you integrate ConnectWise Automate and BrightGauge.

MACHINE KPIs

25 Most Installed Applications

- What are the most used applications across all of the machines you monitor? Knowing this information can help you be more proactive about keeping systems up to date, since you’ll know exactly which apps you have in your stack.

This gauge shows you your top 25 most installed applications, with a count of the total number of each application that exists on your machines (for example, 2,231 machines have Google Chrome installed).

Client Health Check

- The details in this gauge report on standards and health checks for the machines you monitor. This allows you to view which client assets are non-compliant with your standards so you can offer ways to improve.

It lists your machine name, overall health percentage, CPU performance %, drive fragmentation %, drive performance %, drive stability %, memory performance %, memory stability %, OS stability %, security %, and stability %.

Clients place a lot of value in your ability to be proactive about keeping their machines healthy and running optimally.

Drive Disk Space Used

- One of the important aspects of tracking machines is knowing how much disk space has been utilized on each machine, so you can work towards preventing disks reaching max capacity.

This pie chart shows the number/percentage of your machines that falls into each drive disk space usage category (i.e., 0-20% used; 81-100% used, etc.)

Clicking on each slice of the pie reveals details about those machines, like client name, location, computer name and ID, relevant drive, total GBs available, and total GBs used.

Drives With >90% Usage

- When it comes to machine monitoring, one gauge you’re likely to have a constant eye on is how many machines you have with drives that are more than 90% used, so you can take the necessary action on those machines.

This gauge displays your total number of machines with drives exceeding 90% usage, with the ability to drill down further and get details like client name, computer name, computer ID, drive, total GBs available, and total GBs used.

Failed Remote Monitors

- There are a lot of moving parts when it comes to your machines and workstations, and since you are monitoring them remotely, you need to have the right data at your fingertips to properly manage those machines.

A gauge like this helps by showing you the number of your remote monitors that are in failed status. You can drill down into the number to get more details, like monitor, client, and computer name, action, status info, when the computer was last scanned, and when it was last checked in.

Failed Remote Monitors by Action

- For your remote monitors that are in failed status, you may want to know how many monitors fall into each of your action categories (i.e., Disk, Service, Ping, etc).

This column chart shows each monitor action plus the associated number of monitors currently in each category. You can click on each column to get information about those monitors, such as monitor, client, and computer name, computer ID, status info, when the computer was last scanned, and when it was last checked in.

Machine Patch Status

- A significant portion of monitoring your client’s machines is tracking the patch status on each one.

This pie chart gives you a quick check on your various patch status categories by showing you the number/percent of machines falling into each status.

For example, you might see that most of your machines are missing 1-2 patches.

You can click on each slice of the pie to get more details on those machines, like client name, location, computer name and ID, and the number of patches each one is missing.

Machines Not Checking In

- This is a simple way to see how many of your machines have not been checked in in 30 or more days.

The gauge displays your number of machines not checked in, with the ability to drill down and get more details like client name, location, computer name and ID, type of machine (i.e., workstation), when it was last checked in, and who the last user was.

Machines Over 5 Years Old

- Got too many machines that are old? That could negatively impact the way your client runs their business, so it’s a good idea to keep an eye on your aging devices.

This gauge shows you how many of your machines are more than 5 years old, with the ability to drill down for more details like client name, location, computer name and ID, type of machine (i.e., workstation), asset start date, and asset age.

Machines With Out of Date AV

- These days, there is not enough that can be said about how important cybersecurity is. We all know that. So ensuring your machines have an up to date AV is critical.

This gauge tells you how many of your machines have an out of date AV, with the ability to drill down for more details like client name, location, computer name and ID, when the computer was last checked in, who the last user was, what AV version the computer uses, and when that AV was last updated.

Machines on EOL OS

- Ideally, you or your client want all machines in your network to be operating on the same system. This gauge shows you how many of your machines are on a specific operating system, in this instance EOL OS.

You can drill down for more details like client name, location, computer name and ID, type of machine (i.e., workstation), operating system used, when the computer was last checked in, and who the last user was.

Machines With Expired Warranty

- How many of your machines are no longer under warranty? Pretty important to know in case anything goes wrong with those machines, right?

This gauge tells you your number of machines with a warranty that has expired. You can drill down for more details like client name, location, computer name and ID, type of machine (i.e., workstation), machine age, and when the warranty ended.

Machines With Expiring Warranty

- Which of your machines has a warranty that is approaching its expiration date? This gauge shows you how many machines’ warranties will expire within the next 90 days.

You can drill down for more details like client name, location, computer name and ID, type of machine (i.e., workstation), machine age, and the date that the warranty will end.

Machines With no AV

- Any machines you have that are being used to view or transmit sensitive data should be protected with an AV, but you may have some machines that don’t need AV or don’t yet have an AV.

This gauge tells you your number of machines with no AV, with the ability to drill down and get more details like client name, location, computer name and ID, last check in date, and who the last user was.

Machines with No Warranty

- This is a simple gauge that shows you your number of machines with no warranty, with the following details available when you drill down: client name, location, computer name and ID, type of machine (i.e., workstation), and machine age.

Offline Remote Monitors

- There are a lot of moving parts when it comes to your machines and workstations, and since you are monitoring them remotely, you need to have the right data at your fingertips to properly manage those machines.

A gauge like this helps by showing you the number of your remote monitors that are in offline status. You can drill down into the number to get more details, like monitor, client, and computer name, action, status info, when the computer was last scanned, and when it was last checked in.

Remote Monitors by Status

- There are a lot of moving parts when it comes to your machines and workstations, and since you are monitoring them remotely, you need to have the right data at your fingertips to properly manage those machines.

This column chart gauge is valuable because it shows how many of your monitors fall into each of your status categories (i.e., Agent Offline, Failed, Success). You can click on each column to get details about those monitors, like monitor, client, and computer name, action, status info, when the computer was last scanned, and when it was last checked in.

Top 10 Lowest Health Machines

- Monitoring the health of your client’s machines allows you to see which assets are non-compliant with your standards so you can offer ways to improve. As a trusted partner to your client, you want to help them succeed in any way you can.

This gauge shows you your 10 least healthy machines, allowing you to make decisions on how best to help them.

You can click on each machine to get more information, like location, machine name, computer ID, overall health percentage score, AV security %, drive performance %, security %, and performance %.

Top 25 Clients with Non-Successful Monitors

- If you have clients with monitors that are failing or offline, you want to help them get up and running as well as possible.

This column chart displays your top 25 clients with monitors in a status other than “successful”. Each column shows one client and their respective number of monitors that are non-successful.

Clicking on each client gives more details about their monitors, like monitor, client, and computer name, action, status info, when the last scan took place, and when the computer was last checked in.

Top 25 Servers with Non-Successful Monitors

- If you have servers with monitors that are failing or offline, you want to get that remedied as soon as possible.

This column chart displays your top 25 servers with monitors in a status other than “successful”. Each column shows one server and its respective number of monitors that are non-successful.

Clicking on each server gives more details about their monitors, like monitor, client, and computer name, action, status info, when the last scan took place, and when the computer was last checked in.

Warning Remote Monitors

- There are a lot of moving parts when it comes to your machines and workstations, and since you are monitoring them remotely, you need to have the right data at your fingertips to properly manage those machines.

A gauge like this helps by showing you the number of your remote monitors that are in warning status. You can drill down into the number to get more details, like monitor, client, and computer name, action, status info, when the computer was last scanned, and when it was last checked in.

MONITORING KPIs

Current Internal Monitor Results

- Internal monitors check the statuses of certain values that exist within databases, and this gauge lists out the results of those status checks.

It lists the monitor with its respective client, computer name and ID, date of the check, resulting number, and identity field.

Detected Internal Monitor Results

- Internal monitors check the statuses of certain values that exist within databases. This gauge lists any detected monitors and their respective status check result.

Monitors Alerting Today

- Internal monitors check the statuses of certain values that exist within databases. This gauge tells you how many of those monitors have been detected or are alerting today.

You can drill down to get more details on those monitors, like client, computer, and monitor name, date of the status check, result, and identity field.

SERVER KPIs

25 Most Installed Applications - Server

- Knowing the most-installed applications across your servers can prove to be really valuable. Let’s say a majority of your servers have Google Chrome installed and you are alerted to a known bug within Chrome that can slow down your servers. Because you are tracking info about your most-used applications, you can be proactive about correcting the Chrome issue before it interrupts your client’s work.

This gauge shows you your top 25 most-installed applications on all the servers you manage, with a count of the total number of each application.

Overall Server Health Percentage

- It’s important to stay on top of the health of your servers so you can keep them properly running or offer ways to improve.

This gauge gives you an overall server health percentage score for all of the servers you manage. You can drill down further to get details on those servers, like location, machine name, computer ID, overall health % score, AV security % score, drive performance % score, security % score, and performance % score.

Server AV Protection Status

- Cybersecurity is something you and your clients care a whole lot about, so you probably spend a good chunk of time tracking AV status of your machines.

This pie chart helps you see the number/percentage of your servers that fall into each of your AV protection status categories (i.e., Up To Date, Not Enabled, and Out of Date).

You can see more details about the servers in each category by clicking on each slice of the pie, which reveals machine name, when the AV was last updated, when the computer was last checked in, and what AV version is being used.

Server Disk Space Used

- One of the important aspects of tracking servers is knowing how much disk space has been utilized on each one, so you can work towards preventing disks reaching max capacity.

This pie chart shows the number/percentage of your servers that falls into each disk space usage category (i.e., 0-20% used; 81-100% used, etc.)

Server Disk Utilization

- It can be difficult to keep track of all the details of your servers and the amount of disk space they have utilized, but this gauge makes that task simple.

It lists your servers by client name, machine name, drive, total GB available, remaining GB available, the percentage of disk space used, and the status of the drive.

Server Health Check

- The details in this gauge report on standards and health checks for the servers you monitor. This allows you to view which client assets are non-compliant with your standards so you can offer ways to improve.

It lists your machine name, overall health percentage, CPU performance %, drive fragmentation %, drive performance %, drive stability %, memory performance %, memory stability %, OS stability %, security %, and stability %.

Clients place a lot of value in your ability to be proactive about keeping their servers healthy and running optimally.

Server Inventory

- An inventory database can get tedious and messy when done on a spreadsheet, but it’s a lot simpler when automatically compiled onto a dashboard for you.

This gauge gives you an overview of your server inventory, by listing out client name, location name, manufacturer, when the server was last checked in, and what operating system the server is running on.

Server Operating System

- Your servers may be running on various different operating systems, and it’s useful to know what they are so you can stay on top of compliance and updates.

This column chart shows you all your different server operating systems with the number of servers on each one.

Server Patch Status

- A significant portion of monitoring your client’s servers is tracking the patch status on each one.

This pie chart gives you a quick check on your various patch status categories by showing you the number/percent of servers falling into each status.

For example, you might see that most of your servers are missing more than 5 patches.

You can click on each slice of the pie to get more details on those servers, like machine name, who the last user was, and how many patches are missing.

Server Statuses

- Which of your servers are online and which are currently offline? This gauge makes it easy to track in one place.

It lists out the status of your server (i.e., online), client name, location name, and machine name.

Servers

- Do you know how many servers you are monitoring at any given time? Glancing at this gauge will instantly tell you the number of servers under your care.

You can click on the number to get more details about your servers, like client name, machine name, location name, and the age of the server in years.

Servers Offline

- Ideally, you want all of your servers to be up and running at all times so that your client’s workflow is not interrupted in any way. If you happen to have any servers that go offline, it’s critical to be alerted as soon as possible, so you can take any course corrective action needed.

This gauge shows you how many servers are currently offline and threshold alerts allow you to set a “ping” to go off any time your offline servers reach a certain number.

You can drill down further to get details like client name, location, computer name and ID, and when the server was last checked in.

Servers Recently Rebooted

- Do you have any servers that have recently been rebooted and can you track all of those servers in one place? With this gauge, you instantly get that data.

It lists your client name, location, computer name, and the server’s uptime in minutes. You can filter the uptime to fit the parameters you wish to see.

WORKSTATION KPIs

25 Most Installed Applications - Workstation

- What are the most used applications across all of the workstations you monitor? Knowing this information can help you be more proactive about keeping systems up to date, since you’ll know exactly which apps you have in your stack.

This gauge shows you your top 25 most installed applications across workstations, with a count of the total number of each application.

Overall Workstation Health Percentage

- It’s important to stay on top of the health of your workstations so you can keep them properly running or offer ways to improve.

This gauge gives you an overall health percentage score for all of the workstations you manage. You can drill down further to get details on those servers, like location, machine name, computer ID, overall health % score, AV security % score, drive performance % score, security % score, and performance % score.

Stale Systems - Workstations (7 days)

- Which of your workstations have gone stale? And how much time should pass before you consider a workstation to be a stale one?

In this gauge, you can see how many stale workstations you have. In this instance, that’s determined by their last check in date being 7 or more days ago.

You can drill down further to get more details, like client name, machine name, location, when the last check in date was, and who the last user was.

Workstation Disk Space Used

- One of the important aspects of tracking workstations is knowing how much disk space has been utilized on each one, so you can work towards preventing disks reaching max capacity.

This pie chart shows the number/percentage of your workstations that falls into each disk space usage category (i.e., 0-20% used; 81-100% used, etc.)

Workstation Disk Utilization

- It can be difficult to keep track of all the details of your workstations and the amount of disk space they are utilizing, but this gauge makes that task simple.

It lists your workstations by client name, machine name, drive, total GB available, remaining GB available, the percentage of disk space used, and the status of the drive.

Workstation Hardware Inventory

- An inventory database can get tedious and messy when done on a spreadsheet, but it’s a lot simpler when automatically compiled onto a dashboard for you.

This gauge gives you an overview of your workstation’s hardware inventory, by listing out company name, machine name, location, manufacturer, when the server was last checked in, and what operating system is being used.

Workstation Health Check

- The details in this gauge report on standards and health checks for the workstations you monitor. This allows you to view which client assets are non-compliant with your standards so you can offer ways to improve.

It lists your machine name, overall health percentage, CPU performance %, drive fragmentation %, drive performance %, drive stability %, memory performance %, memory stability %, OS stability %, security %, and stability %.

Clients place a lot of value in your ability to be proactive about keeping their workstations healthy and running optimally.

Workstation Memory

- This gauge helps you see how much memory each of your workstations has. There’s a column for each memory GB amount (i.e., 64 GB, 10 GB, etc), plus the corresponding number of machines with that amount of memory.

Workstation Operating System

- Your workstations may be running on various different operating systems, and it’s useful to know what they are so you can stay on top of compliance and updates.

This column chart shows you all your different workstation operating systems with the number of machines on each OS.

Workstation Patch Status

- A significant portion of monitoring your client’s workstations is tracking the patch status on each one.

This pie chart gives you a quick check on your various patch status categories by showing you the number/percent of workstations falling into each status.

For example, you might see that most of your workstations are full.

You can click on each slice of the pie to get more details on those workstations, like machine name, when the last check in date was, and how many patches are missing.

Workstations

- Do you know how many workstations you are monitoring at any given time? Glancing at this gauge will instantly tell you the number of workstations you manage.

You can click on the number to get more details about your workstations, like client name, machine name, location name, and the age of the workstation in years.

Workstations AV Protection Status

- Cybersecurity is something you and your clients care a whole lot about, so you probably spend a good chunk of time tracking AV status of your machines.

This pie chart helps you see the number/percentage of your workstations that fall into each of your AV protection status categories (i.e., Up To Date, Not Enabled, Installed, and Out of Date).

Workstations Offline

- Ideally, you want all of your workstations to be up and running at all times so that your client’s workflow is not interrupted in any way. But, you’ll likely have workstations that are offline/not in use at any given time.

This gauge shows you how many workstations are offline. You can drill down further to get details like client name, location, computer name and ID, and when the last check in date was, and who the last user was.

XP Machine Inventory

- There are times when you’ll want to track your number of workstations using a specific software or operating system to make it easier to manage updates/changes pertaining to those specific systems.

This gauge shows you how many workstations you have that are using Windows XP. You can get more information about those workstations, such as client name, machine name, location, and what version of the operating system is being used.

OTHER KPIs

Top 10 Lowest Health Clients

- Monitoring the health of your client’s devices allows you to see which assets are non-compliant with your standards so you can offer ways to improve. As a trusted partner to your client, you want to help them succeed in any way you can.

This gauge shows you your 10 clients with the lowest overall health percentage score, allowing you to make decisions on how best to help them.

You can click on each client to get more information, like location, machine name, computer ID, overall health percentage score, AV security %, drive performance %, security %, and performance %.