Autotask Dashboards are the #1 KPI. This is why.
Knowing at a glance if a Significant KPI is in or out of tolerance makes Autotask Dashboards the #1 KPI!
Here at Advanced Global, the top reason we are such Raving Fans of Autotask is because of Live Reports, with Dashboards coming in at a close second.
However, for an MSP using the #1 PSA (Autotask), the Dashboards are their #1 KPI and their #1 reason to purchase Autotask. This is Autotask’s #1 Competitive Advantage.
Why?
Because Dashboards allow Employees to see up to 12 lists, and each can be sorted in a different way. The 12 lists can be displayed as a number or as a list. This means that each Dashboard can have up to 12 KPIs displayed…now if that is not power, I do not know what is.
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So out of a library of hundreds maybe even thousands of Widgets, how the heck do you know which ones are important, which ones are most relevant for your MSP?
Here is our recommendation and also how our Proactive, Dynamic Service Coordinator Dashboards came into being. We looked at it all (well not all - there are thousands, remember?) to find the Widgets that provide the information a Service Coordinator needs to Manage All Open Tickets.
Stop! Think about this! Do you have someone or a single dashboard that informs you of how many Open, Overdue, needing Intervention, and should have been scheduled tickets the Service Delivery Team has? Are all the Alerts, Sales, Procurement, and Shiny Object tickets filtered out of view?
Please note: We are talking about Coordinating Services, not a person in the organization.
As you can guess by now, the list of recommended widgets includes Open & Overdue Tickets, but that is just the tip of the iceberg.
To know which of them need Intervention, you’ll need:
· The SLA Summary
· Waiting Tickets
· On-Hold
· Customer Responded to
· Tickets needing Scheduling (which is not based on a status, but on what workflow the request is in)
Those are the ones monitoring Tickets, but what about monitoring people? Is that not also important? How about: who is Out of Office, not up to date on Time Entries, and scheduled to work with a Customer?
Speaking of people, isn’t it also important to know the workload of each Tech? Not just when a call comes in for who is available, but also who is underwater and who is not. That way, we can reassign tickets and help the best Tech out. I know they are the best Tech because we want all tickets to go to the best Tech; therefore, the Best Tech is always the one underwater. After all, No Good Deed goes Unpunished. Look at your boards and tell me if I am wrong.
Number of Tickets is not the full picture. It’s also important to know how many estimated hours of work are due today on each one of them. Remember, one project ticket is equal to 32 Incident tickets.
Overwhelmed? Relax – you’ve got this, (and if you need some help along the way, our team is standing by.) Knowing how many hours each Tech has on their plate for today is an automated process.
Tech Dashboard Health
There is one more KPI that we need to talk about when it comes to Service Coordinator Dashboards: the health of the Tech’s Dashboards. You see, when the Dashboards are set up correctly, the Techs always know what to work on next.
BUT, it is not the Tech’s responsibility to keep their Dashboards in fine working order. Coordinating ticket flow is non-billable work. I would want my Techs always facing forward and 80% focused on Customer-Facing work, not wasting time fixing dashboards. This way, they are more efficient and have a clear knowledge of what to work on next.
So, what are we talking about?
Having a Service Coordinator monitor the Ready to Engage widget to make sure the Next SLA Event Due Date of all the tickets in the widget are in the future. Does this make sense?
We’re at War with Underperforming KPIs
Last week, Advanced Global declared WAR on underperforming KPIs. This is the first toe we dipped into the waters of the sea of KPIs that, if you are not careful, will keep you below Sea Level for a long time.
Our goal in this series is to provide information on the easiest way to know how the Service Delivery Team is performing. As for Service Managers, we want to know where to focus their energies for continuous improvement.
Over the next few weeks, we will be breaking down the widgets mentioned in this article to provide you all the details on:
1) How to build the widgets and add them to the dashboards
2) Why you should build the proactive, dynamic dashboards
3) How the KPIs they represent impact the Service Delivery operation
4) Which actions are needed to improve performance
5) All before lunch if possible… 😉
For more information on the #1 KPI Autotask Dashboards, or anything else mentioned in this article, like Estimated Time Automation, Schedule a Call.
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