Ticket Backlog
The Ticket Backlog report helps the MSP understand if the ticket backlog is growing or shrinking for either boards or time periods. Are members keeping up with the work or keeping busy by working on the backlog? The answer may drive staffing decisions.
The report takes the Risk Analysis/ Staffing Utilization report one step further by showing how the backlog is changing by board or by time period.
Filters for the Report
The report can be filtered on:
(1) Date Range - A date range (either custom or using the Quick Select)
(2) Group By - The chart can be grouped by Board or by Month
(3) Boards - All boards or a select number of boards can be viewed in the chart
(4) Client Types = Filter on selected client types. Default is all client types.
(5) Locations - Filter on selected client types. Default is all locations.
(6) Team Lead - Filter on selected team leads. Default is all team leads.
(7) Include a bar for the totals of all selected bars
You can make the report a favorite, download the report to a PDF file, an Excel/CSV spreadsheet, or into a 'report basket' (+) to be downloaded at a future time (see highlighted area below).
Click the Filter button to save the filters. To reset the filters to the system defaults, click Reset.
Group by Board
In the example below, the chart filters on two months for all boards and groups by board. We can see that in this time period Board 1 decreased the backlog. Decreasing the backlog is good, but is this board overstaffed? And in the case of Board 51, the backlog increased by over 50 tickets. Is this board understaffed which is causing such an increase in the backlog?
Two other bars can be added to the chart - Tickets Opened (red) and Tickets Closed (green). Another feature provided is more detailed information for each board. If you hover over any of the boards, a detailed pop-up shows detailed information for that board.
We tie the tickets table to the time table. We do not include tickets that are automatically closed without any person putting time on it. The issue with that is when a ticket is opened we do not know if there will ever be a person on it so we wait for a time entry to consider it opened. This means we do not count some tickets that are opened and will have time on them, but do not yet. They will be counted if they have time at some point, but may not be in the month they actually open.
The same information from the pop-up per board can be viewed for all boards in the table under the chart. The information provided per board is:
Board - Name of the board
Opening Backlog - Number of backlogged tickets at the time of the initial month in the filter.
Opened Tickets - Tickets opened during the time period from start month to end month in the filter.
Closed Tickets - Tickets closed during the filter time period.
Backlog Change - (opened tickets - closed tickets)
Closing Backlog - (opening backlog - backlog change)
Closing Ticket Hours - Hours put into all of the closed tickets for the time period
Closing Hours/Ticket - (closing ticket hours/closed tickets)
First contact Resolution % - What % of your tickets were closed with only 1 billable time entry
Median Time to Resolution (hours) - Median time to resolve tickets (The median is aligned with tjh Ticket Benchmark report and reduces the impact of outlier numbers.)
Each column is totaled or averaged in the bottom row.
Group by Month
Above, the report was grouped by board. The report can also be grouped by month. In the example below, six boards are selected for the first six months of 2020. Backlogs shrunk in Jan., Feb., March and June. Backlogs grew in April and May. Again, if you hover over a bar, you will get more detailed information about what happened in the month. The table below the chart, gives information for all months selected. You can also add the bars for tickets opened and tickets closed as in the previous example.
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