This past week we released a new gauge as a spinoff from one of our current gauges, Average Time to Resolution. What we found in talking with partners is that their clients were not only happy with seeing the overall response times, etc but they wanted to see how the response times were doing by the severity (or priority) of the tickets in action. Thus we created this gauge:
In the screenshot above you'll see this chart for a MSP that has quite a few priorities. Obviously with more priorities the chart can become cluttered so it will be a balance of which MSPs will want to add this gauge to monthly reports for which clients.
We started first with the Average Time to Resolution to test out how partners and their clients react to the look and feel. We'll then add Average Time to Acknowledgement as that's another great indicator and visual of how fast MSPs are reacting to high priority tickets.
Would love to hear your thoughts as always! This Gauge is available for our Connectwise on-premise customers as the Connectwise API does not deliver SLA information yet.
