Open Tickets

Datasource: ConnectWise PSA

Dataset: Ticket Statistics Last 14 Days

Type: number gauge

Measure: ticket_number

Filters: ticket_status-is not any completed or closed status

Average Response Time

Datasource: ConnectWise PSA

Dataset: Ticket Statistics Last 240 Days

Type: number gauge

Measure: time_to_response-average

Filters: date_closed-last (n) days

Average Resolution Time

Datasource: ConnectWise PSA

Dataset: Ticket Statistics Last 240 Days

Type: number gauge

Measure: time_to_resolution-average

Filters: date_entered-last (n) days

High Touch Tickets

Datasource: ConnectWise PSA

LAYER 1 "All Schedules"

Dataset: Assigned Resources Last 120 Days

Type: tabe gauge

Measure: ticket_number-count

Dimensions: ticket_number

Filters: ticket_close_flag-is false

LAYER 2 - "Open Schedules"

Dataset: Assigned Resources Last 120 Days

Measure: ticket_number-count

Dimensions: ticket_number

Filters: ticket_close_flag-is false, schedule_close_flag-is false

LAYER 3 "# of Techs"

Dataset: Assigned Resources Last 120 Days

Measure: member_id - count distinct

Dimensions: ticket_number

Filters: ticket_close_flag-is false, schedule_close_flag-is false

LAYER 4 "# of Touches"

Dataset: Ticket Statistics Last 240 Days

Measure: time_entry_count - sum

Dimensions: ticket_number

Filters: closed_flag - is False.

Note: The time entry count field no longer comes out-of-the-box for most partners because it is a labor intensive field. You can still request it from our support team by emailing support@brightgauge.com. However, if the field addition causes performance issues, they will have to remove it. Reach out if you need alternative metrics!

Open Tickets by Type

Datasource: ConnectWise PSA

Dataset: Ticket Statistics Last 14 Days

Type: number pie chart

Measure: ticket_number-count

Dimensions: ticket_type

Filters: date_entered-last (n) days

Waiting on Customer

Datasource: ConnectWise PSA

Dataset: Ticket Statistics Last 14 Days

Type: number gauge

Measure: ticket_number-count

Filters: ticket_status-*Custom* is like %aiting%, status-is like %lient%

**Using custom filters can help to pull any statuses that may contain characters. Use % before and after your charcters to contain those values

Waiting on Tech

Datasource: ConnectWise PSA

Dataset: Ticket SLA Data Live

Type: number gauge

Measure: ticket_number-count

Filters: sla_status-*Custom* is like %aiting%

**Using custom filters can help to pull any statuses that may contain characters. Use % before and after your charcters to contain those values

Tickets Open By Tech

Datasource: ConnectWise PSA

Dataset: Assigned Resources Last 14 Days

Type: bar chart

Measure: ticket_number-count

Dimension: member_id

Filters: ticket_close_flag-is false, schedule_close_flag-is false

Machine Statistics

Servers

Datasource: CW RMM

Dataset: Endpoint Summary

Type: number gauge

Measure: machineid-count distinct

Filters: type- server, is_active- 1(or active), calendar_date- last 1 month

Disks <10% Free - Servers

Datasource: CW Automate

Dataset: Disk Statistics

Type: number gauge

Measure: machine_name

Filters: machine_type- server, remaining_space_gb- <Less Than 10

Disks <10% Free - Workstations

Datasource: CW Automate

Dataset: Disk Statistics

Type: number gauge

Measure: machine_name

Filters: machine_type- workstation, remaining_space_gb- <Less Than 10

Workstations

Datasource: CW RMM

Dataset: Endpoint Summary

Type: number gauge

Measure: machineid-count distinct

Filters: type- workstation, is_active- 1(or active), calendar_date- last 1 month

Server Disk Space Used

Datasource: CW Automate

Dataset: Disk Statistics

Type: pie chart

Measure: id-count

Dimensions: range

Filters: machine_type- server

Server By AV Status

Datasource: CW Automate

Dataset: Monthly AV Data

Type: pie chart

Measure: id-count

Dimensions: status

Filters: machine_type- server, date-previous month

Workstation By AV Status

Datasource: CW Automate

Dataset: Monthly AV Data

Type: pie chart

Measure: id-count

Dimensions: status

Filters: machine_type- workstation, date-previous month

Microsoft Updates By Install State

Datasource: CW Automate

Dataset: Machine Statistics

Type: pie chart

Measure: id-count

Dimensions: av_status

Filters: av_status- is Installed, out of date, up to date