Why tracking customer satisfaction alone isn't enough
Today's help desks are entirely customer centric, and everyone from technicians to managers play their part in making sure customers remain satisfied with the services delivered. Technicians constantly look for ways to provide swift and high-quality solutions. IT managers play their part by keeping a close watch on metrics that directly have an effect on customer satisfaction. These metrics include first response time, request resolution time, service delivery time etc., A more direct approach to
IT analytics in 90 seconds: Ensure customer retention through first call resolutions
Boost customer satisfaction by tracking first call resolution (FCR) rates in your help desk using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today:
[Video case study] Home Partners of America leverages Analytics Plus to gain insights into data from multiple sources
Hello folks, We're happy to bring you our first video case study. Watch the video to learn how Analytics Plus provides Home Partners of America with a secure platform for connecting to and analyzing its own data. What's more? With role-based access controls for reports and dashboards, staff at Home Partners of America can now securely collaborate with team members and senior management to reach a consensus about important KPIs and metrics.
Feature spotlight: Report commenting
Imagine this: While looking at a report on SLA compliance, you notice a dip in January. You email the report to the help desk managers and ask for an explanation. You expect a fast reply, but your collaborators are confused about the graph you’ve shared;
Dektop Central Integration
Hello, Yesterday we updated APlus to version 4150, that it suposed to integrate Aplus with DC but I don't see how. Can you refer me a document on how to integrate both tools? Regards
IT analytics in 90 seconds: Track down stale tickets to ensure customer satisfaction
Improve customer satisfaction by staying on top of your inactive tickets using the Last Activity Report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
IT analytics in 90 seconds: Boost your MSP's revenue using customer effective rates
Identify the customers who bring in the most profit by using the Customer Effective Rate report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
[Free webinar] How analytics for change management process can save you millions
Hey there! We're back with yet another webinar on change management. What it's about: To keep up with the cycle of disruptive technological changes, IT organizations need to have a robust change management and implementation process in place. Because, the alternative—not having one in place or having a poorly managed one—has proven to be costly and chaotic for businesses. Join for us a free webinar on How analytics for change management process can save you millions, to learn how analytics
IT analytics in 90 seconds: Ensure sustained profitability through revenue diversification in an MSP help desk
Track revenue distribution to fuel profitability in your organization using the Revenue Distribution report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
Feature spotlight: Data alerts
Stay connected with your data in 3 easy steps! Can you imagine going back to a time when you didn't receive notifications for bank transactions on your mobile phone? Yeah well, neither could I! Being able to track payments and receipts, get reminders to pay utility bills, and receive notifications when my account is credited or debited has become an integral part of my day that I can't image going back to a time without it! Back at the Analytics Plus think tank, this chain of thought got us
Technician performance: Finding the right balance
Zero open requests! IT managers would love for their managerial dashboard to tell them that there are zero open requests remaining at the end of the day. But this preoccupation with zero prevents managers from evaluating technicians fairly, often driving techs to resolve more and more requests quickly. I recently came across a help desk run by a healthcare firm that was able to close 50 requests per day with just 10 technicians. Now compare this with a software firm that has the same number of technicians
IT analytics in 90 seconds: Identify the most profitable service groups using Gross Group Revenue
Focus on the service groups generating higher revenue among your customer accounts using the Gross Group Revenue report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial here:
Hyperlink in a table
can I make a custom formula that has a hyperlink? Ideally I'd want to link to the requestID so it open in SDP when clicked. I tried using the ConCat function and that makes the url as text, but I can't convert it to a hyperlink or a URL data type.
[Solved] : Sub Folders
Is there a way to create folders within folders? This would make it much easier to find the content that you are looking for in AP.
IT analytics in 90 seconds: Manage SLAs across several managed accounts
Monitor SLA breaches and ensure better compliance rates across your managed help desk accounts using the SLA Violations report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial today:
[Free e-book] Choosing the right chart for your IT data
Building great visualizations is a lot of work, and often times, quite confusing when you have a multitude of chart types to choose from. To help you solve this dilemma, we've put together an e-book to discuss the different chart types, and when to use them.
IT analytics in 90 seconds: Track finances across all accounts in an MSP helpdesk
Track the bill information of your managed customer accounts using the Bill Details report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial today:
Speed up resolution times by tracking time spent in each status
It's important that help desks closely track what transpires with a request from the time it's created until it's marked closed. Left unchecked, requests could end up stagnating, thereby increasing the request resolution time. One way to track this is to look at the average time requests spend in each status. This will help you identify the status in which your tickets are being held, subsequently enabling you to identify whether it's a process-level issue. For example, requests parked in on-hold
IT analytics in 90 seconds: Identify backlogs across customer accounts
Spot backlogs and work toward better resolution times across your managed help desk accounts using the Backlog Analysis by Customer report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
Understanding response and resolution times in context with customer satisfaction
First response and request resolution times are the fundamental metrics to evaluate the efficiency of your help desk. Here's a brief: First response time is the time taken by the technician to reach out to the customer/end-user for the first time since the request was raised. Now this may not necessarily involve request resolution, however it does provide the customers assurance that the technician is working on their case. Resolution time on the other hand is the time taken by the technician to
Reporting on who created a ticket
Hi we have many web forms that we use for Service Requests. I am trying to determine if the web form was created internally or externally by one of our customers. I know there is a created by field but that alone does not help as many people create records. Any way to report on this? Would be a good metric to track self service. Thanks
[Webinar recording] How to manage IT projects like a pro using analytics
In case you missed our webinar 'how to manage IT projects like a pro using analytics', here's a recording of the session. If you aren't already using Analytics Plus, click here to get started with a free, 30-day trial.
IT analytics in 90 seconds: Track the efficiency of your knowledge base
Understand how efficient your knowledge base articles and solutions are with the Solution Effectiveness report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
IT analytics in 90 seconds: Spot areas that hamper technician performance
Identify where requests are piled up, and trace them back to the technicians responsible with various technician reports in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
IT analytics in 90 seconds: Spot areas that hamper technician performance
Identify where requests are piled up, and trace them back to the technicians responsible with various technician reports in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
IT analytics in 90 seconds: Crack down on long-pending requests in your help desk
Understand the life cycle of long-pending requests in your help desk using request history reports in Analytics Plus.
[Free webinar] How to manage IT projects like a pro using analytics.
Hello folks, Too many IT projects fail to meet deadlines due to poor planning and follow-up. Join us for a free webinar to learn how analytics can help you better plan, track, and manage projects, to ensure on-time delivery and promised service quality. In this session, you'll learn how to: Use insights from past projects to mitigate potential risks in current projects. Meticulously track the progress of projects using essential project management tools such as burn-down and burn-up charts. Review
IT analytics in 90 seconds: Tracking projects using burndown charts
Track work that's yet to be completed, and predict when your project will be finished using the Project Burndown report in Analytics Plus. Download a free, 30-day trial of Analytics Plus.
[Free e-book] Seven reasons your help desk needs analytics
Analytics helps spot anomalies, run investigative analysis, and so much more. In this e-book, we have explored the top seven reasons why your help desk needs an analytics solution. Download our e-book now.
IT analytics in 90 seconds: Managing project delegation the right way
Easily keep an eye on project delegation using the Milestone Ownership report in Analytics Plus. Download a free, 30-day trial of Analytics Plus.
How to do relational data modelling and pull reports
I'm looking to link data from multiple tables and pull reports in Analytics Plus. How do I do this using Analytics Plus?
Self-service to the rescue! But how effective is your solution base?
According to a study by Forrester, 72% of US customers prefer to use a company's website to get answers to their questions rather than contact the concerned service desk via telephone or email. If that number feels a little big, ask yourself: When was the last time you picked up the phone and called your service desk to raise a request or report a problem? Well, unless the issue is a show-stopper, we all prefer the good old knowledge base articles. With more and more customers turning to self service,
Analytics & Desktop Central Integration
Is there any plans to integrate Desktop Central and Analytics Plus.
Date Diff Formula Help
I have a table with 3 columns - RequestID, Customer Last Response, Technician Last Response. I need help creating a formula that will display the amount of days that have passed since a technician last responded to the customer. So if the technician has the most recent reply it should display 0. If the customer has the most recent reply it should show the number of days that have gone by to date since they last replied. So for example if the customer has the most recent reply and they replied on
How does licensing work for Analytics Plus?
I am new to Analytics Plus and wanted to find out how licensing works? I have some idea that we have to pay licensing fees for admin and viewership roles. Do we have to pay licensing fees for users with viewership role? Please advise.
Monthly average resolved time for resolved incidents
I need a report that will show the Monthly Average resolved time for resolved incidents for each technical agent. Can you tell me how to build this report.
Is there a way to get the average ticket age for a specific service group minus off-hours
Hi team, I need to look at the average time a ticket spends with the help desk before it's marked resolved. This should include the time the ticket is put on hold. Let me know how to get this information for specific service groups, by taking into account only the working hours.
Avg time between Change statuses
Hi, Can you help us with a report that shows the average time between created date and when status "Approved" is set for all change requests. It should be a graphical report divided per month. Something like the attached file.
I Need Formula in AP,
I need various formulas under the integration the SDP and AP 1- Calculate total cases in status closed 2- Calculate total cases in status closed by Technician 3- Calculate total cases in status closed by Group the technicians.
2018: A feature retrospective
Hey there! The year 2018 has been action packed for the Analytics Plus team. We have brought in a boat load of new features, updates, and enhancements—none of which would have been possible without the continued love and support from the Analytics Plus community. Here are some highlights of the top features of the year: Report commenting Collaboration with your team just got better. With report commenting, you can insert comments in specific sections of your reports and start real-time conversations
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