The document discusses the features and functionalities of Autotask performance dashboards, including metrics management, data exclusion, and trending data configuration. It outlines how to access these dashboards through various platforms, emphasizing mobility and linking capabilities to PowerPoint. Additionally, it details key performance metrics related to ticket management and provides guidance on fine-tuning reports for improved analytics.

1. Metrics that Matter: Autotask Performance
Dashboards
Tom Teta
Manager of Services - International

2. Tom Teta
Manager of Services - International
 Managing International Sales Engineering and Implementation
 6.5 years at Autotask with Sales Engineering and Client
Services

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

4. Introduction to Performance Dashboards

7. Performance Dashboards with Analytics
with Analytics

8. Microsoft BI Suite
 Highest Rated
 Familiar
 IT-Oriented

9. Performance Dashboards Demo

10. Agenda
 Introduction to Performance Dashboards
 Fine Tuning Metrics that Matter

11. Fine Tuning Metrics that Matter
This Week
2 Wks Ago
5/12/2013
Opening Balance
Backlog Over 30 days
Tickets Opened
Tickets Completed
Added to Backlog
% of First Response Met
Avg Elapsed Time to Respond
% of Resolution Met
Avg Elapsed Time to Resolve
Avg Survey Score
Last Week
5/5/2013
4/28/2013
428
108
556
534
22
99%
1.0
83%
5.7
4.6
300
100
599
471
128
97%
1.3
80%
5.2
4.7
220
96
589
509
80
98%
0.9
85%
6.1
4.5
10 Week
Trend
10 Week Target
Met Plan
< 220
< 110
< 600
> 400
< 100
> 0.9
< 1.5
> 0.8
<6
> 4.5

12. Agenda
 Introduction to Performance Dashboards
 Fine Tuning Metrics that Matter
 How to Exclude Data

13. How to Exclude Data
 Our Service workbooks include all active tickets
in the last 10 weeks….
You may want to exclude tickets not
related to the help desk: queues of
recurring tickets, ticket type of sales, etc

14. How to Exclude Data with Advanced Where Clause

15. How to Exclude Data with Advanced Where Clause

16. Agenda




Introduction to Performance Dashboards
Fine Tuning Metrics that Matter
How to Exclude Data
Configuring Trending Data

17. Configurable: Ways to Filter Tickets

18. Configuring your Trending Data

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

20. Linking to PowerPoint
This Week
Opening Balance
Backlog Over 30 days
Tickets Opened
Tickets Completed
Added to Backlog
% of First Response Met
Avg Elapsed Time to Respond
% of Resolution Met
Avg Elapsed Time to Resolve
Avg Survey Score
Last Week
2 Wks Ago
5/12/2013
5/5/2013
4/28/2013
428
108
556
534
22
99%
1.0
83%
5.7
4.6
300
100
599
471
128
97%
1.3
80%
5.2
4.7
220
96
589
509
80
98%
0.9
85%
6.1
4.5
10 Week
Trend
10 Week Target
Met Plan
< 220
< 110
< 600
> 400
< 100
> 0.9
< 1.5
> 0.8
<6
> 4.5

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

22. Mobility
 Access workbooks from your tablet
 Workbooks on Skydrive, Sharepoint or Office 365 are
accessible via Excel Web App

23. Sales
Service Desk
Client Facing Service Report
Finance
Projects