Tom TetaManager of Services - International

Metrics that Matter: Autotask Performance Dashboards

Tom TetaManager of Services - International

Managing International Sales Engineering and Implementation 6.5 years at Autotask with Sales Engineering and Client

Services

Agenda

Introduction to Performance Dashboards Fine Tuning Metrics that Matter How to Exclude Data Configuring Trending Data Linking to PowerPoint Mobility

Introduction to Performance Dashboards

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Performance Dashboards with Analytics

with Analytics

Microsoft BI Suite

Highest Rated Familiar IT-Oriented

Performance Dashboards Demo

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Agenda

Introduction to Performance Dashboards Fine Tuning Metrics that Matter

Fine Tuning Metrics that Matter10 Week 10 Week Target

Trend Met Plan

Opening Balance 428 300 220 < 220

Backlog Over 30 days 108 100 96 < 110

Tickets Opened 556 599 589 < 600

Tickets Completed 534 471 509 > 400

Added to Backlog 22 128 80 < 100

% of First Response Met 99% 97% 98% > 0.9

Avg Elapsed Time to Respond 1.0 1.3 0.9 < 1.5

% of Resolution Met 83% 80% 85% > 0.8

Avg Elapsed Time to Resolve 5.7 5.2 6.1 < 6

Avg Survey Score 4.6 4.7 4.5 > 4.5

5/12/2013

This Week5/5/2013

Last Week4/28/2013

2 Wks Ago

Agenda

Introduction to Performance Dashboards Fine Tuning Metrics that Matter How to Exclude Data

How to Exclude Data

Our Service workbooks include all active tickets in the last 10 weeks….

You may want to exclude tickets not related to the help desk: queues of recurring tickets, ticket type of sales, etc

How to Exclude Data with Advanced Where Clause

How to Exclude Data with Advanced Where Clause

Agenda

Introduction to Performance Dashboards Fine Tuning Metrics that Matter How to Exclude Data Configuring Trending Data

Configurable: Ways to Filter Tickets

Configuring your Trending Data

Agenda

Introduction to Performance Dashboards Fine Tuning Metrics that Matter How to Exclude Data Configuring Trending Data Linking to PowerPoint

Linking to PowerPoint

10 Week 10 Week TargetTrend Met Plan

Opening Balance 428 300 220 < 220

Backlog Over 30 days 108 100 96 < 110

Tickets Opened 556 599 589 < 600

Tickets Completed 534 471 509 > 400

Added to Backlog 22 128 80 < 100

% of First Response Met 99% 97% 98% > 0.9

Avg Elapsed Time to Respond 1.0 1.3 0.9 < 1.5

% of Resolution Met 83% 80% 85% > 0.8

Avg Elapsed Time to Resolve 5.7 5.2 6.1 < 6

Avg Survey Score 4.6 4.7 4.5 > 4.5

5/12/2013

This Week5/5/2013

Last Week4/28/2013

2 Wks Ago

Agenda

Introduction to Performance Dashboards Fine Tuning Metrics that Matter How to Exclude Data Configuring Trending Data Linking to PowerPoint Mobility

Mobility

Access workbooks from your tablet Workbooks on Skydrive, Sharepoint or Office 365 are

accessible via Excel Web App

SalesService Desk

Client Facing Service Report

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