To which integration/function area is this feature request related? Autotask
Summary: Dashboard for help desk leadership to view KPI for the day, and have bots deployed based on the widgets on dashboard to enforce compliance and drive performance.
The business use case: Dashboard name: Responsive Support Leadership
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Slicer based on Autotask queues
a. drop-down type, so I can select queues. -
Neglected Tickets widget:
a. # display type.
b. any ticket with new or unread note status that has no activity for 24 hours. -
Severely Neglected Tickets widget:
a. # display type.
b. any ticket with no activity in 72 hours. -
L1 Non-Urgent Overdue Soon widget (will probably have to NOT be tied to slicer, but instead hard-coded to queue stated below):
a. list type by agent, include unassigned as a line entry.
b. overdue soon: any active assigned/unassigned ticket in “Kinetix Helpdesk - L1” queue with no first response within 22 hours. So it’s alerting on tickets that are due for first response action in 2 hour or less. -
L1 Urgent Overdue Soon widget (will probably have to NOT be tied to slicer, but instead hard-coded to queue stated below):
a. list type by agent, include unassigned as a line entry.
b. overdue soon: any active assigned/unassigned ticket in “A4E Tickets” queue with no first response within 45 minutes. So it’s alerting on tickets that are due for first response action in 15 minutes or less. -
Due Date Soon widget:
a. list type by agent, include unassigned as a line entry.
b. due date soon: any active assigned/unassigned ticket that has a due date set and is approaching within 1 hour. So it’s alerting on tickets that are due within 1 hour or less. -
Stale Tickets widget:
a. # display type.
b. any ticket that has been open for 14 day or greater. -
Average Time to Resolve widget:
a. # display type.
b. average time it took for tickets to be resolved for current day’s closes. -
Current Week’s Average Time to Resolve widget:
a. # display type.
b. average time it took for tickets to be resolved for the current week’s closes. -
Average Time to First Response widget:
a. # display type.
b. average time it took for tickets to receive a first response. -
Current Week’s Average Time to First Response widget:
a. # display type.
b. average time it took for tickets to receive a first response for the current week. -
Last Week’s Average Time to Resolve widget:
a. # display type.
b. average time it took for tickets to be resolved for the previous week. -
Last Week’s Average Time to First Response widget:
a. # display type.
b. average time it took for tickets to receive a first response for previous week. -
Tickets Assigned for the Day and Previous Day widget:
a. list type by agent. 3 columns total.
b. Column 1: agent name.
c. Column 2: tickets assigned current day.
d. Column 3: tickets assigned previous day. -
Open Tickets Per Agent widget:
a. bar graph type
b. show total active tickets per agent
Do you have reports that exist in another app/software? yes
How is that dashboard accessed? Some of these are existing widgets I use in Autotask itself, I want them in MSPBots dashboard so I can deploy bots.
What is the most important information in that dashboard? Accurate data on all the queues I select in slicer, or as mentioned specifically above. All the widgets are important to ensure KPI compliance.
Priority: High