The Ticket Benchmark Report is a powerful tool for evaluating your ticket performance relative to other users of the MSPCFO platform. This report provides insights into how your ticketing operations stack up against industry standards.

Key Features:

• Three Benchmark Metrics: Analyze performance based on Hours Worked, Time to Resolution, and First Touch Resolution.
• Issue Type Sorting: Tickets are grouped in up to 16 common categories  to make sure we compare whats comparable.
• Graphs: Visual representation of over-performing and underperforming Issue Types.
• Opportunity Analysis: Identify areas for improvement and potential time savings.
• Filters: View data for specific date ranges, boards, or exclude Issue types with too few

Current Defined Categories:

MSPCFO has developed predefined categories from industry information. Please inform your Client Success Team or submit a Ticket if there are any other categories that should be added. The current defined categories are:

• Backup Failure
• Email Spam
• File Sharing Permissions
• Firewall Issue
• MS Office Issue
• New Mailbox
• Password Change
• Phishing
• Printer Incident
• Request for New User
• Software Install
• User Permissions Change
• VPN Incident
• Workstation Change
• Workstation Connectivity Issue
• Workstation Performance

There are three Metrics that you can benchmark on : Hours Worked, Time to Resolution and First Touch Resolution.

• 'Hours Worked' measures the time spent on each ticket.
• Time to resolution measures the time between the moment the ticket is entered and when its resolved.
• First touch resolution shows the proportion of tickets that were resolved with only one time entry

(1) Date range will make the report only look at tickets that were entered in that date range, both for your metrics and the benchmark metric.

(2) Minimum number of tickets will filtr out the Issue types that have a lower number of tickets during the period than what you've entered, helping you focus on the bigger issues.

The main graph of this report helps you visualize how you're performing compared to other MSPCFO users across different issue types.

There are two scales to this graph : (1) Delta and (2) Opportunity. Delta can be used on any benchmark metric, and it is calculated by doing Median Metric of MSPCFO users minus Your Metric.

For example, for hours worked, Delta will be Median Hours Worked of MSPCFO users minus Your Hours Worked.

The other scale is Opportunity and is only available for the Hours Worked Metric.

Its calculated by doing Delta Hours multiplied by the Number of Tickets. The goal is to show the amount of time that could be saved by improving performance to the median level.

By clicking on any column in the graph, you can enter a Drill Down page.

On this page, you'll see (1) a graph that shows the evolution of the Delta number over time, and (2) a table that lists the tickets that are considered in this Issue Type.

This allows you to look for the tickets that caused a significant change in the performance and understand the underlying issues.

At the bottom of the report you can see three different tables.

The Highest Over/Underperforming Issue Types tables rank the Issue types on the benchmark metric selected (Hours Worked, Time To Resolution, First Touch Resolution)

The Top Opportunity table only appears when you benchmark by Hours worked, and it ranks the Issue types by their Opportunity size.