ConnectWise KPIs | BrightGauge

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When it comes to business intelligence solutions, if accessing your data is too complicated, then what good is that tool to you anyway?

With BrightGauge, we want two things to happen for you immediately: 1) your day-to-day tasks become a whole lot easier; 2) you start viewing your data on day one.

That’s why, before we release any integration, we take the time to figure out which KPIs matter most to business leaders like you and we pre-build gauges, dashboards, and reports that you’ll have access to as soon as you connect to that datasource.

We do this with every single datasource so that you don’t miss out on any time you could be spending evaluating your data.

Two of our most popular integrations are ConnectWise PSA (formerly ConnectWise Manage) and ConnectWise Automate. Between these two, you’ll have access to literally hundreds of default gauges as soon as you connect!

Just ahead, we’ll tell you exactly what you can expect out of your ConnectWise PSA and ConnectWise Automate integrations.

ConnectWise PSA is all about getting a handle on your service desk. With BrightGauge, a quick glance at your dashboard is all it takes to get a snapshot of what’s going on with your tickets and your technicians.

Many of the following metrics come pre-loaded into your account when you integrate ConnectWise PSA and BrightGauge. Please note that some variations of each metric may simply require a quick filter change.

Activities Closed - Current Week

- This KPI provides a quick and easy way to understand how many sales activities have been closed in the current week.

The number tells the amount of opportunities closed, while drilling into the number reveals more details like company name, opportunity summary, the date the opportunity was closed, and who it was assigned to.

Activities Closed - Previous Week

- This KPI provides a quick and easy way to understand how many sales activities were closed in the previous week.

Activities Closed by Sales Rep - Previous Week

- Sales managers will want to keep an eye on what their reps are doing, to understand if someone is having trouble meeting their goals, or to see who might be having a stellar week.

This pie chart shows each sales rep on your team and the number of sales activities each one closed in the last week.

If one of your reps is severely underperforming, it could indicate that that person may benefit from additional training or tools.

Activity Points Per Rep - Current Week

- Leaderboards are a useful way to motivate and incentivize your team members to accomplish a certain task. They’re also a simple and helpful way for managers to assess how their techs are doing with one quick glance, as techs are automatically ranked based on parameters you’ve set.

This leaderboard looks at the total number of activity points each technician has accumulated during the week, which indicates who is closing out the most amount of projects in a time period.

Currently Open Activities

- The Currently Open Activities gauge simply shows you what activities you have opened up within ConnectWise. The number on the gauge shows you the total number of activities, but if you drill down further, you’ll find the company name, contact name, subject, and the technician the activity has been assigned to.

Having this data readily available in BrightGauge saves you the trouble of toggling between windows or logging in and out of multiple accounts to get all the information you’re looking for.

Currently Open Opportunities

- Knowing what opportunities are sitting in your pipeline can give the insights needed to forecast future revenue, profits, headcount, and more, which is necessary when making important business decisions.

This gauge shows the current number of open opportunities, with the ability to drill down and see the company name, opportunity summary, sales rep working on the opportunity, the expected close date, and the potential revenue associated with it.

Currently Open Opportunities by Type

When it comes to open opportunities, you may want to know what buckets they fall into, as it can help you make predictions about the resources you’ll need in order to support new business coming in.

This gauge breaks down your open opportunities by type, such as IT infrastructure, security, software, application development, and more.

If you see you have a large influx of security opportunities, you may want to think about adding another team member to your security team.

Opportunities Closed - Current Week

This gauge shows the current number of opportunities that have been closed in the current week, with the ability to drill down and see the company name, opportunity summary, total revenue, and who the opportunity was closed by.

Opportunities Closed - Previous Week

This gauge shows the current number of opportunities that were closed in the last week, with the ability to drill down and see the company name, opportunity summary, total revenue, and who the opportunity was closed by.

Open Opportunity Revenue by Sales Rep

- Potential revenue associated with open opportunities can give a sales team a lot of insights on where they’re headed and allows leaders to make projections based on data, versus gut feelings or something subjective.

This gauge brings in that data, with a column chart showing sales reps and the potential revenue they will bring in on currently open opportunities. Clicking on each column also gives more information on the open opportunity, like company name and opportunity summary, expected closed date, and potential revenue to be brought in.

This is also a good gauge to track when looking to incentivize or reward employees.

Revenue on Opportunities Won in the Last 3 Months

- Some KPIs within BrightGauge are set up as Benchmark Gauges, which allow you to track your performance against peers in your industry. For example, you may want to compare your numbers to others in your HTG peer group.

This is one of those KPIs. It displays the revenue, in dollar amount, on won opportunities in the last 3 months and also shows your rank/position within your designated peer group.

You can drill into the number to get details on the opportunities, like company name, opportunity summary, sales rep associated with the opportunity, and revenue brought in.

Scheduled Activities - Next 7 Days

- To understand what the upcoming week is going to look like in terms of sales activities, this gauge comes in handy.

It shows the number of sales activities scheduled in the next 7 days, with more details available when you drill down, such as company name, opportunity summary, scheduled activity date, and the projected number of hours scheduled for the job.

Scheduled Activites by Rep - Current Week

- This is a helpful gauge which shows service desk managers the number of activities each of their reps has scheduled for the week.

The gauge breaks down the data in a column chart, displaying each rep’s name and a column showing the number of activities scheduled.

A metric like this is important to track because it can show what reps are overworked versus underworked and who is allocating their time most resourcefully. Insights like this keep operations running optimally.

Average CSAT Last 90 Days

- MSP owners and managers should consistently be tracking their Customer Satisfaction (CSAT) scores on an ongoing basis. Assessing how well or not your customers are satisfied with your product or service can tell you a lot about your business and can give you insights into improvements and updates that should be made.

This gauge displays your average CSAT score across the board for the last 3 months. Many MSPs use it as a benchmark gauge to track how they are performing against other companies within their peer group.

If you drill into this gauge a bit more, you can get a list of all your tickets and associated CSAT score for the last 90 days, so you can take a look at poor reactions and analyze what may have caused that score to be so low.

Currently In Office [Member]

- Need to see how many employees you’ve got in the office on a given day?

Take a quick glance at this gauge, which displays the number of employees who are in. You can click on the number to get more employee details.

Currently Out of Office [Member]

- This gauge makes it really simple to track who is out of the office on any given day. It shows you how many people are out and if you drill down further, you can see the name of the team member who’s out and the date they will be back in the office.

Hours by Billing Status Per Member - Previous Month

- This graph displays the hours by billing status (hours actual, billable hours, non-billable hours) for every member of your team in the previous month.

Drill down for more details on where those hours were allocated.

Hours Entered by Engineer - Current Week

- In order to keep a team running efficiently, it’s important for managers to understand how their engineers are billing their hours, as this is tied into staying on track of SLAs.

This metric provides a column chart of non billable versus billable hours this week, broken down by each engineer on your team.

Drilling into each engineer’s data provides more details, like ticket number, company name, ticket summary, and actual hours billed to that ticket.

Hours Entered by Engineer - Today

- In order to keep a team running efficiently, it’s important for managers to understand how their engineers are billing their hours, as this is tied into staying on track of SLAs.

This metric provides a column chart of non billable versus billable hours today, broken down by each engineer on your team.

Drilling into each engineer’s data provides more details, like ticket number, company name, ticket summary, and actual hours billed to that ticket.

Hours on Closed Tickets per Tech - Today

- This gauge shows how many hours each of your technicians spent on closed tickets today.

Hours on Projects - Last 30 Days

- You may want a day-to-day view of the number of hours billed to all projects, which is what this metric returns.

The column chart gives you a breakdown of the last 30 days and the actual hours billed on each one of those days. Tracking this over time can give you insights into your workflow trends - maybe certain days of the week are more high-volume than others.

Clicking into the columns gets you more details on tickets and the hours billed.

Hours Worked Resource Leaderboard - Current Week

- Leaderboards are an effective way to inspire a little healthy competition and motivate your team members to work productively and efficiently.

This leaderboard ranks your technicians by the actual hours they have worked in the current week.

In/Out Board Details

- Like the ‘Currently In Office’ gauge, this one gives you a more detailed view of your team members who are currently out of the office.

The list gauge shows you the name of the employee who is out, the reason they are out (ex: vacation), and the date they are expected back in the office.

A metric like this is really helpful when organizing your service and response teams week-to-week.

Member Scorecard - Current Week

- This table displays each of your team members and information such as how many tickets they have open, how many they have resolved this week, their hours this week, and their utilization rate this week.

*Available on Enterprise plans only.

Open Time Sheets by Member

- This is a simple metric that lets you see how many open time sheets each of your team member has.

The column chart displays each member on your team with their corresponding number of open time sheets.

Clicking into the column allows you to see more details, like team member name and start, end, and due date.

Past Due Timesheets

- Got a lot of team members responsible for entering their hours worked? No one wants to chase each individual down to make sure they’re submitting their timesheets, but it’s something to keep an eye on.

This metric shows the number of timesheets that are past due, with the ability to drill down and see the team member with the past due timesheet, the period start and end date, and the timesheet due date.

Past Due Timesheets by Member

- This column chart provides yet another way to see the members on your team who have a timesheet that’s past due.

It lists the team member and number of timesheets past due, and by clicking on the column you can also get the time period start and end date and due date.

Pending Approval Time Sheets

- Those of you who are responsible for making sure that timesheets are submitted in a timely manner may want to pay attention to this metric.

It tells you the number of timesheets in your queue that are pending approval. You can drill down further to reveal the team member’s name, period start and end date, date the timesheet is due, and who that team member reports to.

Scheduled Today [Tech]

- When it comes to your tech’s schedules, it’s not enough to look at what tickets have a resource assigned to them. That’s because tickets can have more than one resource attached at a time.

This gauge helps you get more specific data by looking at the total number of open schedules today, regardless of associated ticket number. Drilling into the number reveals details like company name, ticket number, summary, status, start and end date, and last date updated.

Time Entered - Current Week

- This is a simple gauge that just helps you assess how many actual hours have been entered during the current week.

You can drill down to get more information about where those hours were applied, including your employee’s name, ticket number and summary, company name, and the actual hours entered by that employee on that ticket.

Time Entered - Today

- This is a simple number gauge that displays how many actual hours have been entered so far today.

You can drill down to get more information on those hours, like ticket number and summary, company name, start date, and actual hours entered on that ticket.

Time Entered - Yesterday

- This is a simple number gauge that displays how many actual hours were entered yesterday.

You can drill down to get more information on those hours, like ticket number and summary, company name, start date, and actual hours entered on that ticket.

Total Billable Hours - Previous Month

- This is a valuable metric for team leads who are tracking what their team members are doing on a daily basis.

The Total Billable Hours - Previous Month gauge returns a list of your techs and the number of hours each of them billed in the previous month.

Managers benefit from this metric because it helps them see who is overworked, who may not have enough on their plate, if there might be SLA breaching issues, and so on.

Total Hours Per Work Role - Previous Month

- This pie chart will break down the percentage of total hours worked per work role (for example, Project Management, MSP, Risk & Compliance, Data Center, etc.)

MSPs benefit from seeing a breakdown of work role so they can adequately assign resources to various tasks and so they know in what areas they need to staff up or down. In sum, metrics such as this help to keep businesses running optimally.

This specific gauge breaks down hours by work role for the previous month.

Total Hours Per Work Type - Previous Month

- This pie chart will break down the percentage of total hours worked per type of work (for example, Account Management, On-Site, Client Communication, Travel, Staff Training, etc.)

MSPs benefit from seeing a breakdown of type of work so they can adequately assign resources to various tasks and so they know in what areas they need to staff up or down. In sum, metrics such as this help to keep businesses running optimally.

This specific gauge breaks down hours by work type for the previous month.

Total Non-Billable Hours - Previous Month

- This is a valuable metric for team leads who are tracking what their team members are doing on a daily basis.

The Total Non-Billable Hours - Previous Month gauge returns a list of your techs and the number of non-billable hours each of them had in the previous month.

Managers benefit from this metric because it helps them see who is overworked, who may not have enough on their plate, if there might be SLA breaching issues, and so on.

Amount on Open Purchase Orders

- As part of your procurement process, you’ll want to track the dollar amount that remains on open purchase orders. This gauge returns that exact information.

BrightGauge allows you to drill down further, getting details like vendor name, PO number, status, number of items outstanding, and the name of the technician who entered the order.

This is an important number for MSPs to keep their eye on so they can understand the status and financial impact of their open orders.

Amount on Open Sales Orders

- Just as it is important to track open purchase orders, the same can be said about open sales orders.

This gauge allows you to see the dollar amount on any open sales orders. Drilldown information includes company, sales order number and name, the sales rep assigned to the order, status, and total dollar amount associated with the order.

Amount on Past Due Sales Orders

- This gauge shows users the dollar amount on sales orders that are past due. With BrightGauge, you can filter by a specific due date, choose to see the total dollar amount for all orders due earlier than today, or filter by a custom date range.

When you drill down, you can see company name, sales order number and name, sales rep assigned to the order, status, due date, and total dollar amount.

Average Monthly Recurring Revenue Last 3 Months

- We don’t need to talk to you about the importance of tracking Monthly Recurring Revenue (MRR). It’s a huge metric that speaks volume about how much or how little your company is growing over time.

This gauge shows a company’s average MRR over the last 3 months, or quarter. Many MSPs use it as a benchmark gauge to see how they rank against peers in their industry.

It’s natural for MRR to ebb and flow throughout the year, as most companies experience higher-volume sales periods at one point or another. By tracking MRR consistently, you can better predict performance and set goals.

*Available on Enterprise Plans only

Financial Performance on Agreements per Month - Last 12 Months

- All MSP owners and managers know how important it is to assess the revenue they’re bringing in on their various client agreements. After all, if agreements cost more than they’re making, that’s bad news for business.

This high-value metric shows the average cost, revenue, and margin on all your agreements over the last 12 months. Drilling into the gauge brings up plenty of specific details, like the agreement name, all costs associated with that agreement, and the margin you’re making on that agreement.

Data insights like the ones found in this metric help drive impactful business decisions.

*Available on Enterprise Plans only

Non-Recurring Revenue as Percentage of Total Revenue Last 3 Months

- MSP owners and finance-minded employees are constantly evaluating their revenue sources to measure the health of their organization and make predictions about future earnings.

There’s a difference in knowing how much revenue is coming from recurring business (i.e., contracts and agreements) versus otherwise.

This metric helps you see what percentage of the last 3 months total revenue was thanks to non-recurring revenue.

Many like to use this as a benchmark gauge, comparing how they are ranking against peers in their industry.

*Available on Enterprise Plans only

Project Hours Over Budget

- Managers always want to be aware of whether they’re meeting or breaching their SLAs, and part of that is knowing if you’re staying within budget.

In this case, this metric shows any open projects that are over budget in terms of hours allotted. Generally, too many projects exceeding their budgeted hours means there may be an issue understanding scope of work, so it’s an important metric to track.

Drilling into the gauge displays the company name, project, manager, the number or hours budgeted, and the billable and actual hours entered on that project.

Project Revenue Over-Budget

- Managers always want to be aware of whether they’re meeting or breaching their SLAs, and part of that is knowing if you’re staying within budget.

In this case, this metric shows any open projects that are over budget in terms of revenue. The more similar a project is to others you have done in the past, the better you’ll be able to project the revenue.

Drilling into the gauge displays the company name, project, manager, projected revenue, and the actual amount billed.

Open Opportunity Revenue by Sales Rep

This is also a good gauge to track when looking to incentivize or reward employees.

Revenue on Opportunities Won in the Last 3 Months

This is one of those KPIs. It displays the revenue, in dollar amount, on won opportunities in the last 3 months and also shows your rank/position within your designated peer group.

You can drill into the number to get details on the opportunities, like company name, opportunity summary, sales rep associated with the opportunity, and revenue brought in.

Revenue Won by Rep - Current Week

- Sales managers are naturally going to keep a close eye on anything having to do with opportunities opened and closed. And when it comes to incentivizing and rewarding sales reps, knowing the opportunities and revenue they are bringing in is key.

This gauge shows each sales rep and the amount of revenue associated with opportunities they closed in the current week.

Total Revenue Closed by Sales Rep - Previous Week

This column chart shows each sales rep and the amount of revenue associated with opportunities they closed in the previous week.

Top 25 EHR on Agreements - Previous Month

- Your Effectively Hourly Rate (EHR) is the amount of revenue you are earning on agreements per hour. It shows you which of your agreements are most profitable and if there are any that may not be worth your time.

This gauge shows your top 25 agreements in terms of their EHR last month.

Clicking on each agreement’s column reveals more details, such as company/agreement name, date invoiced, revenue, labor + additional costs, and margin.

Total Revenue on Open Projects

- A great way to assess how your open projects are performing, this gauge displays the revenue amount associated with any projects you currently have open.

You can drill down further to get more details, like company name, project summary, manager on the project, start date, and estimated and scheduled end date.

Total Revenue on Open Projects Closing Next 30 Days

- For projects that are almost coming to a close (in the next 30 days), this gauge shows how those projects have performed by displaying the revenue amount on those still open projects.

You can drill down further to get more details on the projects, like company name, project summary, manager on the project, start date, and estimated and scheduled end date.

Amount Remaining on Open Projects

- The finance-minded team and project-managing members in your organization are going to be especially fond of this gauge.

It returns the dollar amount remaining on projects that are still open. It’s a great way to see how open projects are performing.

When you drill further into this gauge, you’ll get more details such as the company and project name, the status of the project, the manager assigned to the project, when the project started, and when it is expected to end.

Amount Remaining on Open Projects Ending Next 30 Days

- The finance-minded team and project-managing members in your organization are going to be especially fond of this gauge.

It returns the dollar amount remaining on projects that are still open but set to end within the next 30 days. It’s a great way to see how open projects are performing.

Hours on Projects - Last 30 Days

- You may want a day-to-day view of the number of hours billed to all projects, which is what this metric returns.

Clicking into the columns gets you more details on tickets and the hours billed.

Currently Open Phases

- This gauge helps you track how many open projects you have that are currently in progress.

Drilling into the gauge will display the company name, a description of the project and the current phase it is in, an associated ticket number and summary, the project manager, status, and the date and time of the last update.

Keeping an eye on this data can help you determine if there’s a reason why a project is sitting in a particular phase for too long.

Currently Open Projects by Status

- This metric gives you another way to visualize the projects in your scope.

In this instance, a pie chart shows the breakdown of all your open projects by the status they are currently in, such as new, on hold, or in progress.

Drilling into each piece of the pie shows the company name, project description, status, manager, and start and scheduled end dates.

Currently Open Projects by Type

- Different types of projects have different demands associated with them, which helps team leads make decisions about who to assign to what project and how many of each project to take on.

This metric helps you visualize the number of open projects you have by the type of project that it is. Columns display the project types and the volume associated with each.

Clicking on the columns shows more details, including company name, project description, manager, and start and scheduled end dates.

Currently Open Project Details

- This table gauge shows projects that you currently have open, including company name, project name, scheduled end date, and what percentage of billable time has been completed.

Open Project Tickets

- This number gauge displays the total amount of tickets you have in your queue that are associated with an open project.

Drill down further to reveal more details like company name, project and phase, ticket number, summary, and project manager.

Currently Open Projects

- To get a better handle on what’s on a team’s plate, this metric shows how many projects are currently open at any given time. This type of data can be useful in determining whether or not it’s a good time to take on new business.

If you want more details about the open projects, you can drill down to see the company name, project, manager, and scheduled end date.

Open Projects Ending Next 30 Days

- Another useful way to gauge whether the time is right to take on new accounts and clients is to understand how many open projects are nearing completion.

This metric shows how many open projects will end in the next 30 days. By drilling down, you get more details like company name, project, manager, and scheduled end date.

Projects Scheduled to End - Current Month

- Another useful way to gauge whether the time is right to take on new accounts and clients is to understand how many open projects are nearing completion.

This metric shows how many open projects will end in the current month. By drilling down, you get more details like company name, project, manager, and scheduled end date.

Project Hours Over Budget

- Managers always want to be aware of whether they’re meeting or breaching their SLAs, and part of that is knowing if you’re staying within budget.

Drilling into the gauge displays the company name, project, manager, the number or hours budgeted, and the billable and actual hours entered on that project.

Project Revenue Over Budget

- Managers always want to be aware of whether they’re meeting or breaching their SLAs, and part of that is knowing if you’re staying within budget.

Drilling into the gauge displays the company name, project, manager, projected revenue, and the actual amount billed.

Projects Scheduled to Start - Next 30 Days

- It’s always a good idea to look ahead and understand the scope of work that is set to hit your team.

This metric displays the number of open projects that will be starting within the next 30 days, helping you to develop a plan of attack, so to speak (think: organizing your team, assigning more resources if needed, etc).

Drilling into the gauge shows the company name, project, manager, and scheduled start date.

Projects Scheduled to Start - Current Month

- It’s always a good idea to look ahead and understand the scope of work that is set to hit your team.

This metric displays the number of open projects that will be starting during the current month, helping you to develop a plan of attack, so to speak (think: organizing your team, assigning more resources if needed, etc).

Drilling into the gauge shows the company name, project, manager, and scheduled start date.

Project Tickets Over Budget

- Anytime you’re dealing with budgets, you want to keep a close eye on your numbers because of the direct impact it has on SLAs and other areas of business.

This KPI displays the number of tickets you have that are related to a project and are over budget (in this instance, hours).

By clicking into the number, you get important details like company name, project and phase, ticket number, summary, project manager, status, actual hours entered, and budgeted hours.

Past Due Project Tickets

- When it comes to projects and staying on track with SLAs, it’s important to know if your tickets are being solved in a timely manner. That’s where this gauge becomes helpful.

It shows the number of project tickets that are past due. By clicking on the number, you get more details like company name, project and phase, ticket number and summary, project manager, and due date.

Project Tickets Closed Today

- This gauge measures tickets that are specific to open projects, and in this case looks at the number of those tickets that have been closed today.

Drilling into the number shows details like company name, project and phase, ticket number and summary, project manager, and when the ticket was opened and closed.

Project Tickets Lacking Budget

- What if you have techs working on project tickets that don’t have any hours budgeted to them?

Service desk managers will look at that kind of data to understand if the projects they are working on are profitable or not. If techs are spending too much time on something and it’s actually costing the company money, it may be time to reassess that project.

This gauge shows the number of open project tickets lacking a budget, with the drill down revealing details like company name, project and phase, ticket number, summary, project manager, and actual hours entered on that ticket.

Project Tickets Opened Today

- This gauge measures tickets that are specific to open projects, and in this case looks at the number of those tickets that have been opened today.

Drilling into the number shows details like company name, project and phase, ticket number and summary, project manager, and when the ticket was opened and closed.

Project Tickets Opened vs Closed - Last 30 Days

- Kill Rate is a KPI that a lot of service desk managers love because it tells a story of how well you are staying ahead of your backlog. Essentially it measures your opened versus closed tickets.

This gauge paints that picture in a visual way, displaying overlapping lines, one depicting opened project tickets and one depicting closed project tickets, for the last 30 days.

With a quick glance, the discrepancy between lines will tell you if your Kill Rate is where you want it to be.

Drilling into each data point on the graph (ex: opened tickets on January 24th, or closed tickets on January 24th) will reveal company name, project and phase, ticket number, summary, and project manager.

Open Project Tickets by Status

- When it comes to tickets associated with projects, it’s helpful to know the status of those open tickets.

This pie chart shows your number of tickets, broken up by their status (like Open, Ready for Review, etc.). Clicking on each piece of the pie shows details about the tickets with that status, like company name, project and phase, ticket number, summary, and more.

Projects Closed - Current Month

- As you move through projects and get ready to start new ones, you may want to know how many you closed this month.

This gauge shows the number of projects closed during the current month, with a drill down showing company and project name, manager, and start and end date.

Projects Opened - Current Month

- When assessing your available resources and your ability to take on new projects, it can help to know how many projects have been opened during the current month.

This gauge shows the number of projects opened this month, with a drill down showing company and project name, manager, and start date.

Stale Project Tickets by Project Manager

- If you have a particular tech who builds up a habit of letting tickets go stale, it may indicate that that tech needs extra training or a review of processes.

This gauge helps you understand how many stale tickets each project manager has on his or her plate by showing those numbers in a column chart.

Clicking on each column shows more details about that tech’s stale tickets, like the company name, the project and phase, ticket number, summary, project manager, ticket owner, and when it was last updated.

Stale Projects

- Tracking the details of your open projects helps you understand whether or not you’re on track with your SLAs. Sometimes, though not ideal, projects start going stale.

This gauge shows you the number of open projects you have that are considered stale, determined by the estimated end date of the project (in this instance, 14 or more days ago).

Clicking on the number gives more details like company name, project summary, manager, actual start date, and the estimated and scheduled end date.

Stale Projects by Manager

- Perhaps you want to see how many stale projects each of your managers has on his or her plate, to understand if someone may need additional resources to stay on track of their SLAs.

This column chart shows each of your managers with their respective number of stale projects. Clicking into each column shows details for that manager’s projects, like company name, project summary, actual start date, and estimated and scheduled end date.

Total Revenue on Open Projects

- A great way to assess how your open projects are performing, this gauge displays the revenue amount associated with any projects you currently have open.

You can drill down further to get more details, like company name, project summary, manager on the project, start date, and estimated and scheduled end date.

Total Revenue on Open Projects Closing Next 30 Days

- For projects that are almost coming to a close (in the next 30 days), this gauge shows how those projects have performed by displaying the revenue amount on those still open projects.

You can drill down further to get more details on the projects, like company name, project summary, manager on the project, start date, and estimated and scheduled end date.

Unassigned Project Tickets

- When new project tickets are opened, they should have a resource assigned to them ASAP to ensure you’re meeting your SLAs.

To get an understanding of how many project tickets you have without a resource assigned to them, you can turn to this gauge.

Clicking on your number of unassigned project tickets will give more details, like company name, project and phase, ticket number and summary, project manager, and actual hours entered versus budgeted hours.

Amount on Open Purchase Orders

- As part of your procurement process, you’ll want to track the dollar amount that remains on open purchase orders. This gauge returns that exact information.

BrightGauge allows you to drill down further, getting details like vendor name, PO number, status, number of items outstanding, and the name of the technician who entered the order.

This is an important number for MSPs to keep their eye on so they can understand the status and financial impact of their open orders.

Amount on Open Sales Orders

- Just as it is important to track open purchase orders, the same can be said about open sales orders.

Amount on Past Due Sales Orders

When you drill down, you can see company name, sales order number and name, sales rep assigned to the order, status, due date, and total dollar amount.

Amount on Stale Sales Orders

- This gauge shows users the dollar amount on sales orders that are considered stale. With BrightGauge, you can filter by a specific date, a custom date range and more.

When you drill down, you can see company name, sales order number and name, sales rep assigned to the order, status, due date, and total dollar amount.

Currently Open Purchase Orders

- Without an organized system in place, it can get messy to keep track of purchase orders and their status.

This metric does the work for you by returning the number of open purchase orders you currently have.

By clicking on the number and activating the drill down menu, you get details like vendor, PO number, status, number of items outstanding, when it was last updated, and who it was entered by.

Currently Open Purchase Orders by Vendor

- In certain circumstances, you may want to get more granular with the details of your purchase orders. For example, if you have purchase orders out to multiple vendors, it’s helpful to get a breakdown of how many purchase orders stand with each of those vendors.

This column chart shows you each vendor with the number of open purchase orders associated with each.

Clicking on the columns lets you see more information, like vendor name, PO number, customer, status, and number of items outstanding.

Currently Open Sales Orders

- Keeping track of sales orders helps to stay organized and to also stay on top of spending.

This metric displays the number of open sales orders you currently have.

Clicking on the number shows more details, like company name, order number, sales order details, sales rep, due date, and total dollar amount associated with the order.

Currently Open Sales Orders by Sales Rep

- Sales managers will spend some of their time tracking their team’s various activities, including how many open sales order each one has.

This metric helps visualize that easily. The column chart breaks down each sales rep on your team with their corresponding number of currently open sales orders.

Clicking on each column will open the drill down window, which shows company name, order number and details, sales rep, status, and dollar amount associated with the order.

Number of Products Outstanding on Open Purchase Orders

- As part of your procurement process, you may be tasked with keeping tabs on products ordered, received, and yet to be delivered. This default gauge shows you the outstanding number of products your team may be waiting on.

It’s easy for a metric like this to be overlooked or to slip through the cracks, but it’s something that affects the way you run your business, so an MSP should be careful to keep track of this number.

Outstanding Products on Purchase Orders by Vendor

- This is a column chart that lists out your different vendors and the number of outstanding items on any of their purchase orders.

Clicking into each column shows the vendor name, relevant PO number, customer, status, and number of items outstanding.

Past Due Sales Orders

- Tracking sales order fulfillment includes being aware of those orders that are past due. This metric makes that really simple to do.

The gauge displays the total number of sales orders you currently have that are past due and, by clicking the number, gives details like company name, order number, sales order summary, sales rep, due date, and total dollar amount associated with the order.

Purchase Orders Closed - Current Week

- This gauge helps you see the details of any purchase orders that were closed during the current week.

The number displayed is the amount of PO’s closed, with a drill down showing vendor name, PO number, who it was entered by, and the date the PO was last updated or closed.

Purchase Orders Entered - Current Week

- This gauge helps you see the details of any purchase orders that were entered during the current week.

The number displayed is the amount of PO’s entered, with a drill down showing vendor name, PO number, number of outstanding items, who the PO was entered by, and the date the PO was last updated or entered.

Received and Open Purchase Orders

- This gauge helps you see how many purchase orders have been received and are still open.

The number displayed is the amount of received POs, with a drill down showing vendor name, PO number, who it was entered by, and the date it was last updated.

Sales Orders Created - Current Week

- How’s it going on the procurement side of things this week? This gauge helps you quickly answer that question.

It shows the number of sales orders that were created during the current week. By clicking the number, you get more details like company name, order number, sales order summary, sales rep on the order, and total dollar amount associated with it.

Sales Orders Due - Current Week

- This is a straightforward gauge that helps you see what sales orders are due in the current week.

The number displayed is the amount of sales orders that are due, while drilling down gives details like company name, order number, sales order summary, sales rep on the order, due date, and total dollar amount associated with the order.

Stale Purchase Orders

- This metric helps you see information on purchase orders that have gone stale, determined by when they were last updated (in this instance, 14 or more days ago).

The gauge shows you how many stale purchase orders you have, but if you click on it you can get more details like vendor name, PO number, customer name, number of outstanding items, and when the PO was last updated.

Stale Sales Orders

- This metric helps you see information on sales orders that have gone stale, determined by when they were last updated (in this instance, 14 or more days ago).

The gauge shows you how many stale sales orders you have, but if you click on it you can get more details like company name, order number, sales order summary, sales rep on the order, due date, when the order was last updated, and total dollar amount associated with the order.

Avg Service Level Agreement Time - Previous Month

- This bar chart shows your average SLA time by comparing your response and resolution times in hours for each week in the previous month.

You can drill down for more information, such as ticket number, company, summary, type, sub-type, and more.

Breached Resolution [SLA]

- This is another useful metric for when you’re tracking your SLA progress. The number gauge shows you how many of your tickets have breached resolution.

Clearly, this is an important number to keep an eye on, because you want to keep your breached tickets as close to zero as possible.

When you drill down into this gauge, you’ll get details on the company name, ticket number, summary, and status, the ticket owner, the expected resolution date, and the minutes to meeting that resolution goal (which, in this case, will be a negative number since it was breached).

Breached Resolution Plan [SLA]

- A breached resolution is never a good thing, and one that is sitting too long without a plan to solve it is even worse. This metric shows you tickets that have breached resolution and the status they are currently in.

Service desk managers will absolutely want to track this metric and make sure that their team is working hard to get that number as close to zero as possible.

Breached Response [SLA]

- It’s hard to keep track of all ticket statistics throughout the day, but it’s essential to know which of your tickets have breached. This metric shows you those that have been deemed ‘breached’ and, by drilling down further, you can see more details, like ticket number, summary, status, and more.

Hopefully, this number is as close to zero as possible, but if it isn’t, this gauge is a great way to open a dialogue about what might be going on within your service team that is causing them to fall behind.

Breaching Resolution - Next 60 Mins [SLA]

- This is another really important metric that service desk managers are keen to track consistently. Looking at this gauge tells you the number of tickets that are breaching in the next 60 minutes (or other timeframe that makes sense for you).

If you drill further into this number, you’ll discover the ticket number, summary, status, and what the expected response date and time was.

Armed with this information, your team is able to take action and avoid troublesome breaches.

Breaching Resolution Plan - Next 60 Mins [SLA]

- When you have a ticket that is about to breach, it’s important that your team act swiftly to correct the issue before it is too late. How can a service desk manager make sure their team members are working on resolution plans? Tracking this metric is one way.

Looking at this gauge tells you the number of tickets that are breaching in the next 60 minutes (or other timeframe that makes sense for you).

If you drill further into this number, you’ll discover the ticket number, summary, status, and what the expected response date and time was.

Breaching Response - Next 60 Mins [SLA]

If you drill further into this number, you’ll discover the ticket number, summary, status, and what the expected response date and time was.

Armed with this information, your team is able to take action and avoid troublesome breaches.

Financial Performance on Agreements per Month - Previous Month

This high-value metric shows the average cost, revenue, and margin on all your agreements for the previous month. Drilling into the gauge brings up plenty of specific details, like the agreement name, all costs associated with that agreement, and the margin you’re making on that agreement.

Data insights like the ones found in this metric help drive impactful business decisions.

*Available on Enterprise Plans only

Project Hours Over Budget

- Managers always want to be aware of whether they’re meeting or breaching their SLAs, and part of that is knowing if you’re staying within budget.

Drilling into the gauge displays the company name, project, manager, the number or hours budgeted, and the billable and actual hours entered on that project.

Project Revenue Over Budget

- Managers always want to be aware of whether they’re meeting or breaching their SLAs, and part of that is knowing if you’re staying within budget.

Drilling into the gauge displays the company name, project, manager, projected revenue, and the actual amount billed.

SLA Open

- This KPI provides a really quick way to see how many open tickets on SLAs, or agreements, are currently on your plate.

Drilling into the number shows more details like company name, ticket number and summary, ticket owner, when it was opened and when it was last updated.

SLA Statistics by Priority - Last Month

- When it comes to SLAs, you want to avoid any breaches and instead want to be performing at an optimal rate.

This Enterprise Plan gauge shows you your SLA statistics by ticketing priority. For example, for your critical/priority 1 tickets, you can see how many tickets fell into that category, how many and what percentage of those tickets met their SLA, how many and what percentage of tickets met their response time, how many and what percentage of tickets met their resolution plan, and how many and what percentage of tickets were resolved.

*Available on Enterprise Plans only

SLA Statistics by Priority - Previous Quarter

- When it comes to SLAs, you want to avoid any breaches and instead want to be performing at an optimal rate.

*Available on Enterprise Plans only

Tickets Pending Resolution

- This gauge shows you SLA data for live tickets that are pending resolution.

The number displayed is the amount of open tickets pending resolution, with the ability to drill down further and see company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Tickets Pending Resolution Plan

- This gauge shows you SLA data for live tickets that are pending a resolution plan.

The number displayed is the amount of open tickets pending a resolution plan, with the ability to drill down further and see company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Tickets Waiting

- This gauge shows you SLA data for live tickets that are waiting.

The number displayed is the amount of open tickets waiting, with the ability to drill down further and see company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Tickets by SLA Status

- It’s important to stay on top of your SLA status so you can avoid breaching SLAs as often as possible.

This pie chart shows you how many live tickets fall into your various SLA categories, such as Pending Response, Pending Resolution, etc.

Clicking on each slice of the pie reveals details about that category’s tickets, like company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Total Active Agreements

- This gauge provides an overview of your most active agreements based on the billing amount associated with each.

You can click on each agreement’s column to get more details pertaining to it, such as company name, agreement summary and type, start date, and monthly dollar amount.

Total Canceled Agreements

- This gauge provides an overview of your canceled agreements.

You can click on the number to get more details pertaining to it, such as company name, agreement summary and type, start date, and billing cycle.

Total Expired Agreements

- This gauge provides an overview of your expired agreements.

You can click on the number to get more details pertaining to it, such as company name, agreement summary and type, start date, and billing cycle.

Top 25 EHR on Agreements - Previous Month

This gauge shows your top 25 agreements in terms of their EHR last month.

Clicking on each agreement’s column reveals more details, such as company/agreement name, date invoiced, revenue, labor + additional costs, and margin.

Average Time to Resolution - Last 90 Days

- While tracking time to acknowledgement on tickets matters, it’s also really important to look at how long it’s taking your techs to resolve tickets.

This metric will give you insights into how quickly your techs are responding and how efficient their responses are.

The simple number gauge just displays the average time to resolution in hours for the last 90 days and drilling down further gives details on ticket number, status, summary, and the number of hours each took to resolve.

Many MSPs use this is a benchmark to see how they’re stacking up against their peers.

Avg Resolution Time - Previous Month

- While tracking time to acknowledgement on tickets matters, it’s also really important to look at how long it’s taking your techs to resolve tickets.

This metric will give you insights into how quickly your techs are responding and how efficient their responses are.

The simple number gauge just displays the average time to resolution in hours for the previous month and drilling down further gives details on ticket number, status, summary, and the number of hours each took to resolve.

Avg Response Time - Previous Quarter

- This simple number gauge shows the average number of minutes it took your team to respond to tickets in the previous quarter.

A high average time to response can indicate that your team’s backlog is stacking up or that it may be time to bring on a helping hand.

MSPs tend to use this as a benchmark gauge to see how they are ranking in comparison to colleagues in their industry and in peer groups.

Avg To Resolution - Last 14 Days

- This simple number gauge returns the average hours it took your team to resolve their tickets in the last 14 days.

You can drill further into the gauge to reveal the ticket number and summary, status, and type of ticket.

If this number is getting too high, it’s possible your team is having difficulty staying ahead of the backlog or that too many sticky tickets are coming in.

Some MSPs like to assign a threshold to this gauge so they can be instantly alerted the moment they hit a number that concerns them.

Avg Resolution Plan Time by Month - Previous Quarter

- While tracking time to acknowledgement on tickets matters, it’s also really important to look at how long it’s taking your techs to resolve tickets.

This metric will give you insights into how quickly your techs are reaching a resolution plan.

The gauge will return the average time to resolution plan for each month in the previous quarter and drilling down further gives details on ticket number, status, summary, and the number of hours each took to resolve.

Avg Resolution Plan Time - Previous Month

- While tracking time to acknowledgement on tickets matters, it’s also really important to look at how long it’s taking your techs to resolve tickets.

This metric will give you insights into how quickly your techs are reaching a resolution plan.

This gauge will return the average time to resolution plan in hours for the previous month and drilling down further gives details on ticket number, status, summary, and the number of hours each took to resolve.

Avg Resolution Plan Time - Previous Quarter

- While tracking time to acknowledgement on tickets matters, it’s also really important to look at how long it’s taking your techs to resolve tickets.

This metric will give you insights into how quickly your techs are reaching a resolution plan.

This gauge will return the average time to resolution plan in hours for the previous quarter and drilling down further gives details on ticket number, status, summary, and the number of hours each took to resolve.

Avg Resolution Plan Time - Today

- While tracking time to acknowledgement on tickets matters, it’s also really important to look at how long it’s taking your techs to resolve tickets.

This metric will give you insights into how quickly your techs are reaching a resolution plan.

This gauge will return the average time to resolution plan in hours for the current day and drilling down further gives details on ticket number, status, summary, and the number of hours each took to resolve.

Avg Response / ResPlan / Resolution Time by Month - Previous Quarter

- This table gauge breaks down your averages per response time, resolution plan time, and resolution time for each of the months in the previous quarter.

You can drill down for more information, such as ticket number, company, summary, type, sub-type, and more.

Avg Response Time by Month - Previous Quarter

- This line graph shows your average response time for each of the months in the previous quarter.

You can drill down for more information, such as ticket number, company, summary, type, sub-type, and more.

Avg Response Time - Previous Month

- This simple number gauge displays your average response time for the previous month.

You can drill down for more information, such as ticket number, company, summary, type, sub-type, and more.

Avg Response Time - Today

- This simple number gauge displays your average response time for the current day.

You can drill down for more information, such as ticket number, company, summary, type, sub-type, and more.

Avg Service Level Agreement Time - Previous Month

- This bar chart shows your average SLA time by comparing your response and resolution times in hours for each week in the previous month.

You can drill down for more information, such as ticket number, company, summary, type, sub-type, and more.

Breached Resolution [SLA]

- This is another useful metric for when you’re tracking your SLA progress. The number gauge shows you how many of your tickets have breached resolution.

Clearly, this is an important number to keep an eye on, because you want to keep your breached tickets as close to zero as possible.

Breached Resolution Plan [SLA]

Service desk managers will absolutely want to track this metric and make sure that their team is working hard to get that number as close to zero as possible.

Breached Response [SLA]

Breaching Resolution - Next 60 Mins [SLA]

If you drill further into this number, you’ll discover the ticket number, summary, status, and what the expected response date and time was.

Armed with this information, your team is able to take action and avoid troublesome breaches.

Breaching Resolution Plan - Next 60 Mins [SLA]

Looking at this gauge tells you the number of tickets that are breaching in the next 60 minutes (or other timeframe that makes sense for you).

If you drill further into this number, you’ll discover the ticket number, summary, status, and what the expected response date and time was.

Breaching Response - Next 60 Mins [SLA]

If you drill further into this number, you’ll discover the ticket number, summary, status, and what the expected response date and time was.

Armed with this information, your team is able to take action and avoid troublesome breaches.

Currently Assigned Tickets

- This is a popular gauge with MSPs, as it gives important ticket details. Specifically, it shows the number of tickets that have been assigned to a technician. It’s a good idea to keep an eye on this number compared with total number of tickets, as you want to make sure that issues are being assigned to a tech as quickly as possible.

When you drill further into the gauge, you can find the ticket number, a summary of the issue, the type of ticket it is, and the acknowledgement date and time.

Currently In-Progress Tickets [Service]

- There are times when it’s necessary to get granular details about your ticket statistics, and other times when you just need quick data, such as the total number of tickets in your queue that are currently in progress.

This metric lets you see that at-a-glance, with further details available when you drill down.

Currently Open Tickets [Client]

- Noisy clients happen. It’s not necessarily a problem, but it can become one if certain clients are taking too much time away from others. A helpful way to quickly see who is noisier than the rest is to use the currently open tickets by client metric.

This column gauge shows you a group of clients and the number of tickets each one currently has open. Just by glancing at the gauge, you can see if there’s a client who is an outlier and you can investigate more to see what’s going on.

Currently Past Due Tickets

- When you schedule a ticket to be worked on or resolved by a certain date, you’re presumably going to do as much as you can to stick to that schedule. So, it’s helpful to see when you have tickets that are past due.

This gauge shows the number of open tickets you have that are currently past due, with the ability to drill down and see ticket number, company name, member on the ticket, scheduled date, and status.

Currently Open Tickets by Type

- This metric gives service desk managers another opportunity to be organized and prioritize incoming tickets.

The pie chart breaks down all your open tickets by type of ticket, showing you the volume you currently have in each category.

Seeing if, for example, ‘critical priority’ volume is getting too high gives the insights needed to shift priorities and improve service flow.

Currently Unassigned Tickets

- When new tickets are opened, it’s advisable to get them assigned to someone as soon as possible, so that the ticket is resolved in a timely manner.

To get an understanding of how many open tickets you have without a resource assigned to them, you can turn to this gauge.

Clicking on your number of unassigned open tickets will give more details, like ticket number, summary, and status.

Seeing what’s in your backlog may help you make decisions on who may be best to tackle what’s in the queue.

Customer Updated [Tech]

- This is another in-progress metric as it relates to your ticket statistics. The number in this gauge represents the amount of currently open tickets in which a customer has updated the ticket.

Drilling into the gauge reveals the company name, ticket number, summary of the ticket, status, and when the last update was made.

Open Project Tickets

- This number gauge displays the total amount of tickets you have in your queue that are associated with an open project.

Drill down further to reveal more details like company name, project and phase, ticket number, summary, and project manager.

Currently Open Tickets by Status

- This metric provides a visible way to understand what portion of open tickets fall into your various status categories.

For example, you may want to see if the majority of your tickets are open, or what percentage of tickets are waiting on client.

This pie chart breaks it all down for you by showing the percentage/number of open tickets belonging to each category.

Currently Open Tickets by Tech

- When organizing and managing a service desk, it’s important to know how much each tech on your team has on his or her plate, so you can properly assign resources should a critical issue or emergency arise. It also helps you see lags or issues arising with your team over time.

This column chart displays every tech on your team along with their corresponding number of currently open tickets.

To understand the scope of any one individual’s tickets, you can click on any column to reveal ticket number and summary and current status.

Most Active Users - Previous Quarter

- Noisy customers happen and that’s not always a bad thing. But, it’s a good idea to keep an eye on those noisy clients, because if they’re costing your techs too much time versus how much revenue they’re bringing in, that could be bad for your business.

This metric shows you a column chart of your most active users, determined by the count of tickets they submitted in the previous quarter.

If there’s a really wide discrepancy in numbers between the most active user and the 25th most active user, it may be worth digging into that top user a bit more.

New Tickets

- Service desk managers spend a lot of their time looking at their ticket statistics and ensuring that everything is running smoothly.

This simple number gauge displays the number of new tickets sitting in the queue.

Currently Open Tickets [Tech]

- This simple, but valuable, gauge displays the current number of open tickets sitting in a queue.

Drilling into the gauge shows the company name, ticket number, ticket summary, status, and last update time and date.

By clicking into the number, you get important details like company name, project and phase, ticket number, summary, project manager, status, actual hours entered, and budgeted hours.

Open Project Tickets by Status

- When it comes to tickets associated with projects, it’s helpful to know the status of those open tickets.

Overdue Tickets [Tech]

- There are a number of reasons why tickets may go past their due date without causing any issues. However, it’s a good idea to keep an eye on the number of overdue tickets sitting in your queue so you can prevent it from becoming a problem.

This gauge displays the number of overdue tickets and when you click on the number, gives more details like company name, ticket number and summary, status, last time the ticket was updated, and the scheduled end date.

Past Due Project Tickets

- When it comes to projects and staying on track with SLAs, it’s important to know if your tickets are being solved in a timely manner. That’s where this gauge becomes helpful.

Project Tickets Closed Today

- This gauge measures tickets that are specific to open projects, and in this case looks at the number of those tickets that have been closed today.

Drilling into the number shows details like company name, project and phase, ticket number and summary, project manager, and when the ticket was opened and closed.

Project Tickets Lacking Budget

- What if you have techs working on project tickets that don’t have any hours budgeted to them?

Project Tickets Opened Today

- This gauge measures tickets that are specific to open projects, and in this case looks at the number of those tickets that have been opened today.

Drilling into the number shows details like company name, project and phase, ticket number and summary, project manager, and when the ticket was opened and closed.

Project Tickets Opened vs Closed - Last 30 Days

- Kill Rate is a KPI that a lot of service desk managers love because it tells a story of how well you are staying ahead of your backlog. Essentially it measures your opened versus closed tickets.

This gauge paints that picture in a visual way, displaying overlapping lines, one depicting opened project tickets and one depicting closed project tickets, for the last 30 days.

With a quick glance, the discrepancy between lines will tell you if your Kill Rate is where you want it to be.

Project Tickets Over Budget

- Anytime you’re dealing with budgets, you want to keep a close eye on your numbers because of the direct impact it has on SLAs and other areas of business.

This KPI displays the number of tickets you have that are related to a project and are over budget (in this instance, hours).

Same Day Resolution Percentage Last 90 Days

This particular KPI displays your average percentage of tickets resolved on the same day the ticket was opened for the last 90 days. It also shows how you rank in this area against the other companies in your peer group.

*Available on Enterprise Plans only

SLA Open

- This KPI provides a really quick way to see how many open tickets on SLAs, or agreements, are currently on your plate.

Drilling into the number shows more details like company name, ticket number and summary, ticket owner, when it was opened and when it was last updated.

Scheduled Today [Tech]

- When it comes to your tech’s schedules, it’s not enough to look at what tickets have a resource assigned to them. That’s because tickets can have more than one resource attached at a time.

SLA Statistics by Priority - Last Month

- When it comes to SLAs, you want to avoid any breaches and instead want to be performing at an optimal rate.

*Available on Enterprise Plans only

Stale Tickets [Tech]

- This metric takes a look at the number of open tickets with someone assigned to it, but that are now considered stale.

In this instance, a ticket is determined to be stale if it has not been updated in 3 or more days.

Drilling down into the number gives more details like company name, ticket number, and summary.

Stale Project Tickets

- This metric gives visibility into your currently open project tickets that have gone stale, determined by the date they were last updated (in this instance, projects were updated 3 or more days ago).

Drilling into the number of stale project tickets reveals more details about those tickets, like company name, project and phase, ticket number, summary, project manager, and when it was last updated.

Stale Project Tickets by Project Manager

- If you have a particular tech who builds up a habit of letting tickets go stale, it may indicate that that tech needs extra training or a review of processes.

This gauge helps you understand how many stale tickets each project manager has on his or her plate by showing those numbers in a column chart.

Tickets by SLA Status

- It’s important to stay on top of your SLA status so you can avoid breaching SLAs as often as possible.

This pie chart shows you how many live tickets fall into your various SLA categories, such as Pending Response, Pending Resolution, etc.

Clicking on each slice of the pie reveals details about that category’s tickets, like company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Tickets Closed - Today

- Every service desk manager aims to close more tickets than are being opened in a single day, so they can stay ahead of the backlog.

This simple, but critical metric shows you the number of tickets that have been closed on a given day.

You have the option of drilling further into the gauge to see the ticket number, summary, type, and the tech who closed the ticket.

Tickets Closed Per Tech - Today

- When you want a quick look at how many tickets have been closed by tech today, this is the gauge to turn to.

It displays the number of tickets closed during the current day by team member, with the ability to drill down further and get details like ticket number, company name, summary, date opened and closed, and who the ticket was resolved by.

Tickets Closed - Previous Quarter

- When you want a quick look at how many tickets were closed this quarter, this is the gauge to turn to.

It displays the number of tickets closed in the previous quarter, with the ability to drill down further and get details like ticket number, company name, summary, date opened and closed, and who the ticket was resolved by.

Tickets Closed - Previous Month

- When you want a quick look at how many tickets were closed in the previous month, this is the gauge to turn to.

It displays the number of tickets closed in the previous month, with the ability to drill down further and get details like ticket number, company name, summary, date opened and closed, and who the ticket was resolved by.

Tickets Resolved Today [Tech]

- How many tickets are each of your engineers responsible for closing today? This metric gives you really quick visibility into that data.

It is a column chart that displays all of your engineers plus their respective number of tickets resolved today.

This gives you a great opportunity to reward those engineers that are going above and beyond.

Tickets Resolved - Yesterday

- When you want a quick look at how many tickets were closed yesterday, this is the gauge to turn to.

It displays the number of tickets closed yesterday, with the ability to drill down further and get details like ticket number, ticket board, company name, summary, date opened and closed, and who the ticket was resolved by.

Tickets Opened by Priority - Previous Quarter

- Part of running a service desk is knowing how to prioritize high-urgency tickets over others and knowing how to proceed when you’ve got a lot of high-priority tickets on your hands.

This metric breaks down your open tickets by priority, showing you the volume you had in the previous quarter in each category.

Visibility like this allows you to move forward with an organized, strategic plan.

Tickets Opened by Contact - Last 14 Days

- Naturally, each of your clients will have different support needs based on a number of factors, like the number of machines they have, the amount of time they’ve been your client, or even who your main point of contact is.

It can be valuable for service desk managers to understand how many tickets have been opened by each client. This column chart displays that based on the last 14 days.

Clicking on each client’s respective column will reveal details about their open tickets, like ticket number, summary, status, date opened, and when it was last updated.

Tickets Opened - Previous Month

- When you want a quick look at how many tickets were opened last month, this is the gauge to turn to.

It displays the number of tickets that were opened in the previous month, with the ability to drill down further and get details like ticket number, company name, summary, status, and date opened and closed.

Tickets Opened - Previous Quarter

- When you want a quick look at how many tickets were opened in the previous quarter, this is the gauge to turn to.

It displays the number of tickets that were opened in the previous quarter, with the ability to drill down further and get details like ticket number, company name, summary, status, date opened, and when it was last updated.

Tickets Opened Today

- When you want a quick look at how many tickets have been opened today, this is the gauge to turn to.

It displays the number of tickets opened today, with the ability to drill down further and get details like ticket number, company name, summary, and date opened.

Tickets Opened vs. Closed - Previous Week

- A column chart comparing your opened tickets versus your closed tickets for the previous week can give you perspective on how you’re performing against your backlog.

Are you closing more tickets than are being opened? That’s a good thing. Were there certain days where there were just too many tickets being opened? It happens.

By clicking on each column, you can get more details on that day’s opened or closed tickets, like company name, ticket number, summary, time to resolution (if applicable), and who it was resolved by (if applicable).

Tracking this over time can provide important insights.

Tickets Opened vs. Closed - Last 14 Days

- A column chart comparing your opened tickets versus your closed tickets for each of the last 14 days can give you perspective on how you’re performing against your backlog.

Are you closing more tickets than are being opened? That’s a good thing. Were there certain days where there were just too many tickets being opened? It happens.

Tracking this over time can provide important insights.

Tickets Opened by Type - Previous Month

- This metric provides a visible way to understand what portion of open tickets fall into your various types of categories.

For example, you may want to see if the majority of your tickets are related to infrastructure/equipment, or maybe most are tied to applications.

This pie chart breaks it all down for you by showing the percentage/number of open tickets belonging to each category type for any tickets that were opened during the previous month.

Tickets Opened by Type - Previous Quarter

- This metric provides a visible way to understand what portion of open tickets fall into your various types of categories.

For example, you may want to see if the majority of your tickets are related to infrastructure/equipment, or maybe most are tied to applications.

This pie chart breaks it all down for you by showing the percentage/number of open tickets belonging to each category type for any tickets that were opened in the last 90 days.

Tickets Opened by Type - Last 14 Days

- This metric provides a visible way to understand what portion of open tickets fall into your various types of categories.

For example, you may want to see if the majority of your tickets are related to infrastructure/equipment, or maybe most are tied to applications.

This pie chart breaks it all down for you by showing the percentage/number of open tickets belonging to each category type for any tickets that were opened in the last 14 days.

Tickets Pending Resolution

- This gauge shows you SLA data for live tickets that are pending resolution.

Tickets Pending Resolution Plan

- This gauge shows you SLA data for live tickets that are pending a resolution plan.

Tickets Pending Response

- This gauge shows you SLA data for live tickets that are pending a response.

The number displayed is the amount of open tickets pending a response, with the ability to drill down further and see company name, ticket number, summary, status, ticket owner, when it was opened, and when it was last updated.

Tickets Per Endpoint Last 90 Days

- BrightGauge allows you the ability to benchmark yourself against peers in your industry when it comes to certain KPIs. A Benchmark Gauge will show you your data and also tell you how you rank against the other companies in your peer group.

This particular Benchmark Gauge takes a look at your number of tickets per endpoint over the last 90 days. If you’re ranking well amongst your peers, it’s a good indication that you’re staying ahead of your backlog and keeping your client’s devices running properly.

*Available on Enterprise Plans only

Tickets Resolved - Yesterday

- When it comes to open tickets, the goal is to get them properly resolved as soon as possible, right? So it’s a good idea to see how many tickets are being resolved on a daily basis.

The number in the gauge shows the amount of tickets that have been resolved yesterday. Drilling down reveals more details like company name, ticket number, summary, resolution date, and the number of hours it took to resolve.

Tickets Resolved Resource Leaderboard - Current Week

- Leaderboards are a great way to inspire a little healthy competition and to incentivize your team members to work more productively and efficiently.

In this particular leaderboard, your techs are ranked by the number of tickets they have resolved during the current week. The person who has resolved the most number of tickets is shown in the first position with their name and total number of tickets resolved.

You can drill down into each person’s rank to get more details on the tickets they’ve resolved, like company name, ticket number, summary, resolution date, and the time it took to reach resolution.

Tickets That Customer Responded To

- Naturally, not all tickets are resolved within the first response. It’s helpful to see open tickets where a customer has responded so you can evaluate whether techs are troubleshooting efficiently and to understand your customer’s frame of mind.

This metric displays the number of customer-responded tickets. Drilling further into the gauge pulls up the ticket number, summary of the ticket, status, and the date it was last updated.

Tickets Waiting

- This gauge shows you SLA data for live tickets that are waiting.

Tickets Worked Resource Leaderboard - Current Week

- Leaderboards are a great way to inspire a little healthy competition and to incentivize your team members to work more productively and efficiently.

In this particular leaderboard, your techs are ranked by the number of distinct tickets they have worked on during the current week. The person who has worked on the most number of tickets is shown in the first position with their name and total number of tickets.

You can drill down into each person to get more data on their tickets, like company, ticket number, summary, and actual hours worked.

Tickets Waiting on Customer

- Sometimes tickets stack up in your queue because they are waiting on something, such as your client to respond, or parts, or a repair to take place, etc. This is a metric that helps you evaluate how many of your open tickets are waiting.

Clicking on the number of tickets gives you more details, like ticket number, summary, and status.

Tickets Worked On - Today

- This simple gauge shows you how many distinct tickets have been worked on so far today. You can drill into the number to find out ticket details, like ticket number, company name, summary, and hours entered on that ticket.

It’s a quick way to assess how busy your department is on any given day.

Tickets Worked On - Yesterday

- This simple gauge shows you how many distinct tickets were worked on yesterday. You can drill into the number to find out ticket details, like ticket number, company name, summary, and hours entered on that ticket.

It’s a quick way to assess how busy your department is day-to-day.

Top Clients Submitting Tickets - Previous Month

This metric shows you your top clients submitting tickets in the previous month.

If there’s a really wide discrepancy in numbers between the most active user and the 25th most active user, it may be worth digging into that top user a bit more.

Unassigned Project Tickets

- When new project tickets are opened, they should have a resource assigned to them ASAP to ensure you’re meeting your SLAs.

To get an understanding of how many project tickets you have without a resource assigned to them, you can turn to this gauge.

Waiting on Client

- Sometimes tickets stack up in your queue because they are in the hands of your client, versus your service manager. This is a metric that helps you evaluate how many of your open tickets are awaiting client response.

Clicking on the number of tickets gives you more details, like ticket number, summary, and status.

While ConnectWise PSA is all about tickets and technicians, ConnectWise Automate is all about the machines themselves. With BrightGauge, you can monitor whether or not your devices are up to date, reaching max capacity, are experiencing an urgent issue that needs addressing, are failing, and more. Constant visibility means nothing falls through the cracks.

Ahead are the default KPIs that come pre-loaded into your account when you integrate ConnectWise Automate and BrightGauge.

Alerts Triggered Today

- This gauge breaks down the alerts that have been triggered today. You can drill into the gauge to get more granular details.

Alerts Triggered by Machine Type - Today

- This gauge breaks down the alerts that have been triggered today, by machine type. You can drill into the gauge to get more granular details.

Disks < 10% Free

- When it comes to machine monitoring, one gauge you’re likely to have a constant eye on is how many machines you have with disks that are more than 90% used, so you can take the necessary action on those machines.

This gauge displays your total number of machines with drives exceeding 90% usage, with the ability to drill down further and get details like client name, computer name, computer ID, drive, total GBs available, and total GBs used.

Failed Monitors - Current Week

- There are a lot of moving parts when it comes to your machines and workstations, and since you are monitoring them remotely, you need to have the right data at your fingertips to properly manage those machines.

A gauge like this helps by showing you the number of your remote monitors that are in failed status. You can drill down into the number to get more details, like monitor, client, and computer name, action, status info, when the computer was last scanned, and when it was last checked in.

Failed Monitors by Week - Last 30 Days

- You may want to know how many remote monitors failed by week for the last 30 days.

This line chart breaks down the number of failed monitors for each week in the last 30 days, so you can start identifying trends or patterns.

Machine Patch Status

- A significant portion of monitoring your client’s machines is tracking the patch status on each one.

This pie chart gives you a quick check on your various patch status categories by showing you the number/percent of machines falling into each status.

For example, you might see that most of your machines are missing 1-2 patches.

You can click on each slice of the pie to get more details on those machines, like client name, location, computer name and ID, and the number of patches each one is missing.

Machines Added in the Last 90 Days

- This number gauge helps you keep track of the number of machines you have added in the past 90 days.

You can drill in to get details on those machines, such as client, computer name, location, OS, and more.

Machines by Chasis Type

- This column chart displays how many machines you have per each of your chasis types, such as desktop, laptop, notebook, and more.

Drill in to each category for more details on those machines.

Machines by Mainboard Manufacturer

- This column chart displays how many machines you have per each manufacturer, such as Dell, IBM, Microsoft, and more.

Drill in to each category for more details on those machines.

Machines by Warranty Status

- How many of your machines are no longer under warranty? Pretty important to know in case anything goes wrong with those machines, right?

This gauge tells you your number of machines with a warranty that has expired. You can drill down for more details like client name, location, computer name and ID, type of machine (i.e., workstation), machine age, and when the warranty ended.

Successful Monitors - Current Week

- This simple number gauge returns the total amount of successful monitors in the current week.

Clicking on the number gives more detail about the client, computer, last failed message, and more.

Top 25 Installed Applications

- What are the most used applications across all of the machines you monitor? Knowing this information can help you be more proactive about keeping systems up to date, since you’ll know exactly which apps you have in your stack.

This gauge shows you your top 25 most installed applications, with a count of the total number of each application that exists on your machines (for example, 2,231 machines have Google Chrome installed).

Alerts Triggered by Monitor - Today

- Internal monitors check the statuses of certain values that exist within databases. This gauge tells you how many of those monitors have been detected or are alerting today.

You can drill down to get more details on those monitors, like client, computer, and monitor name, date of the status check, result, and identity field.

Servers by AV Status

- Cybersecurity is something you and your clients care a whole lot about, so you probably spend a good chunk of time tracking AV status of your machines.

This pie chart helps you see the number/percentage of your servers that fall into each of your AV protection status categories (i.e., Up To Date, Not Enabled, and Out of Date).

You can see more details about the servers in each category by clicking on each slice of the pie, which reveals machine name, when the AV was last updated, when the computer was last checked in, and what AV version is being used.

Servers by OS

- See how many servers you have per each operating system (such as Windows 2008, Windows 2012, etc) in this column chart.

Drill in to each category to get more details on those servers.

Servers by Warranty Status

- This gauge tells you your number of servers by their warranty status. You can drill down for more details like client name, location, computer name and ID, OS, and when the warranty ended.

Server Disk Space Used Status

- One of the important aspects of tracking servers is knowing how much disk space has been utilized on each one, so you can work towards preventing disks reaching max capacity.

This pie chart shows the number/percentage of your servers that falls into each disk space usage category (i.e., 0-20% used; 81-100% used, etc.)

Servers in Maintenance Mode

- This number gauge tells you how many servers are currently in maintenance mode. Click on the number to get more details, like client, computer, location, and OS.

Server Operating System

- Your servers may be running on various different operating systems, and it’s useful to know what they are so you can stay on top of compliance and updates.

This column chart shows you all your different server operating systems with the number of servers on each one.

Server Patch Status

- A significant portion of monitoring your client’s servers is tracking the patch status on each one.

This pie chart gives you a quick check on your various patch status categories by showing you the number/percent of servers falling into each status.

For example, you might see that most of your servers are missing more than 5 patches.

You can click on each slice of the pie to get more details on those servers, like machine name, who the last user was, and how many patches are missing.

Servers

- Do you know how many servers you are monitoring at any given time? Glancing at this gauge will instantly tell you the number of servers under your care.

You can click on the number to get more details about your servers, like client name, machine name, location name, and the age of the server in years.

Servers Offline

- Ideally, you want all of your servers to be up and running at all times so that your client’s workflow is not interrupted in any way. If you happen to have any servers that go offline, it’s critical to be alerted as soon as possible, so you can take any course corrective action needed.

This gauge shows you how many servers are currently offline and threshold alerts allow you to set a “ping” to go off any time your offline servers reach a certain number.

You can drill down further to get details like client name, location, computer name and ID, and when the server was last checked in.

Servers Offline - Maintenance

- This number shows you how many servers are currently offline due to them being in maintenance mode.

You can drill down further to get details like maintenance mode, client, location, start time, and more.

Servers Offline - Not in Maintenance

- This number shows you how many servers are currently offline but not in maintenance mode.

You can drill down further to get details like client, location, start time, and more.

Workstation Disk Space Used Status

- One of the important aspects of tracking workstations is knowing how much disk space has been utilized on each one, so you can work towards preventing disks reaching max capacity.

This pie chart shows the number/percentage of your workstations that falls into each disk space usage category (i.e., 0-20% used; 81-100% used, etc.)

Workstation Memory

- This gauge helps you see how much memory each of your workstations has. There’s a column for each memory GB amount (i.e., 64 GB, 10 GB, etc), plus the corresponding number of machines with that amount of memory.

Workstation by OS

- Your workstations may be running on various different operating systems, and it’s useful to know what they are so you can stay on top of compliance and updates.

This column chart shows you all your different workstation operating systems with the number of machines on each OS.

Workstation Patch Status

- A significant portion of monitoring your client’s workstations is tracking the patch status on each one.

This pie chart gives you a quick check on your various patch status categories by showing you the number/percent of workstations falling into each status.

For example, you might see that most of your workstations are full.

You can click on each slice of the pie to get more details on those workstations, like machine name, when the last check in date was, and how many patches are missing.

Workstations

- Do you know how many workstations you are monitoring at any given time? Glancing at this gauge will instantly tell you the number of workstations you manage.

You can click on the number to get more details about your workstations, like client name, machine name, location name, and the age of the workstation in years.

Workstations by AV Status

- Cybersecurity is something you and your clients care a whole lot about, so you probably spend a good chunk of time tracking AV status of your machines.

This pie chart helps you see the number/percentage of your workstations that fall into each of your AV protection status categories (i.e., Up To Date, Not Enabled, Installed, and Out of Date).

Workstations Offline

- Ideally, you want all of your workstations to be up and running at all times so that your client’s workflow is not interrupted in any way. But, you’ll likely have workstations that are offline/not in use at any given time.

This gauge shows you how many workstations are offline. You can drill down further to get details like client name, location, computer name and ID, and when the last check in date was, and who the last user was.

XP Machine Inventory

- There are times when you’ll want to track your number of workstations using a specific software or operating system to make it easier to manage updates/changes pertaining to those specific systems.

This gauge shows you how many workstations you have that are using Windows XP. You can get more information about those workstations, such as client name, machine name, location, and what version of the operating system is being used.

Failed Microsoft Updates by Severity

- This pie chart breaks down your percentage of failed Microsoft updates by severity, such as critical and important.

Clicking into each piece of the pie reveals more details such as client, computer name, install date, and more.

Microsoft Updates by Install State

- This pie chart breaks down the percentage of Microsoft updates by install state, such as not attempted, installed, and failed.

Clicking into each piece of the pie reveals more details such as client, computer name, install date, and more.

Network Devices

- This table lists out your network devices, with details like device name, model, manufacturer, client name, location, and more.

Top 10 Clients With Failed Microsoft Updates

- This column chart shows you the number of updates missing for each of your top clients with failed updates.

Drilling in gives more granular details so you can remain proactive on their missing updates.

Top Failed Microsoft Updates by Category

- This column chart shows you how many failed updates per categories such as security updates, critical updates, drivers, and more, with the ability to drill in and get further details.

Triggered Alert Details - Today

- See the alerts that have been triggered today, with data like client, computer name, monitor, message, and machine type.

Triggered Alerts by Severity - Today

- Be proactive about things that need immediate attention with this gauge, which displays today's triggered alerts broken down by severity.

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About This Resource

Why ConnectWise PSA?

ACTIVITIES/OPPORTUNITIES KPIs

Activities Closed - Current Week

Activities Closed - Previous Week

Activities Closed by Sales Rep - Previous Week

Activity Points Per Rep - Current Week

Currently Open Activities

Currently Open Opportunities

Currently Open Opportunities by Type

Opportunities Closed - Current Week

Opportunities Closed - Previous Week

Open Opportunity Revenue by Sales Rep

Revenue on Opportunities Won in the Last 3 Months

Scheduled Activities - Next 7 Days

Scheduled Activites by Rep - Current Week

CSAT KPIs

Average CSAT Last 90 Days

EMPLOYEE HOURS/TIMESHEETS KPIs

Currently In Office [Member]

Currently Out of Office [Member]

Hours by Billing Status Per Member - Previous Month

Hours Entered by Engineer - Current Week

Hours Entered by Engineer - Today

Hours on Closed Tickets per Tech - Today

Hours on Projects - Last 30 Days

Hours Worked Resource Leaderboard - Current Week

In/Out Board Details

Member Scorecard - Current Week

Open Time Sheets by Member

Past Due Timesheets

Past Due Timesheets by Member

Pending Approval Time Sheets

Scheduled Today [Tech]

Time Entered - Current Week

Time Entered - Today

Time Entered - Yesterday

Total Billable Hours - Previous Month

Total Hours Per Work Role - Previous Month

Total Hours Per Work Type - Previous Month

Total Non-Billable Hours - Previous Month

FINANCE KPIs

Amount on Open Purchase Orders

Amount on Open Sales Orders

Amount on Past Due Sales Orders

Average Monthly Recurring Revenue Last 3 Months

Financial Performance on Agreements per Month - Last 12 Months

Non-Recurring Revenue as Percentage of Total Revenue Last 3 Months

Project Hours Over Budget

Project Revenue Over-Budget

Open Opportunity Revenue by Sales Rep

Revenue on Opportunities Won in the Last 3 Months

Revenue Won by Rep - Current Week

Total Revenue Closed by Sales Rep - Previous Week

Top 25 EHR on Agreements - Previous Month

Total Revenue on Open Projects

Total Revenue on Open Projects Closing Next 30 Days

PROJECTS KPIs

Amount Remaining on Open Projects

Amount Remaining on Open Projects Ending Next 30 Days

Hours on Projects - Last 30 Days

Currently Open Phases

Currently Open Projects by Status

Currently Open Projects by Type

Currently Open Project Details

Open Project Tickets

Currently Open Projects

Open Projects Ending Next 30 Days

Projects Scheduled to End - Current Month

Project Hours Over Budget

Project Revenue Over Budget

Projects Scheduled to Start - Next 30 Days

Projects Scheduled to Start - Current Month

Project Tickets Over Budget

Past Due Project Tickets

Project Tickets Closed Today

Project Tickets Lacking Budget

Project Tickets Opened Today

Project Tickets Opened vs Closed - Last 30 Days

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