The ConnectWise Manage Service Board in the MSPbots app gives a glimpse of how the support or customer service of your MSP is doing. A dashboard of several widgets, this service board has a Board Name slicer from which users can filter the reports that they want to appear in the dashboard.
Here are some examples of widgets on the service board.
|Displays the number of opened tickets today, excluding canceled tickets
|Displays the number of closed tickets today
|Displays the number of tickets with assigned resource/s
|Displays the number of tickets with no assigned resource/s
|Displays the number of tickets with no updates within the last 7 days
|Open Tickets by Type
|Pie chart showing the breakdown of open tickets by type, i.e., Software, Network, Backup, Accounting, etc.
|Displays the number of open tickets for the last 14 days with the status Assigned, Complete, In-Progress, New, On-Hold, and Reopened
|Displays the number of new tickets for the last 14 days
|Waiting on Customer
|Displays the number of tickets with the status Waiting on Customer for Service Desk board for the last 14 days
|MTTR* vs HD Implementation
|A line trend widget showing the total number of continuum tickets and average time to resolution values in the last 60 days
|Kill rate % this week
|Displays the average rate to resolve ticket issues for the current week
|Average time to resolution this week
|Displays the average time in hours to resolve ticket issues for this week
|All Billable Hours
|Displays the total billable hours for the month to date
*MTTR - Mean Time to Repair is the average time it takes to detect an issue, diagnose the problem, repair the fault, and return the system to being fully functional.