The Ticket Concentration Report shows detailed information for all agreement tickets. The report groups all tickets by Board/Service Type/Sub Type/ Item.  For any period of time,  each entry shows how many tickets were worked, the time spent on these tickets, how many hours were expended, and what % of time was spent on this group of tickets. If all clients are selected, the report shows what types of tickets the MSP is working on for the time period. For noisy clients, it shows in what areas your engineers are servicing the agreements and the concentration of those tickets.

The report can be filtered in the following ways:

1. Client - Look at the whole company (All Clients), an aggregate client, or an individual client.

2. Date Range - The start and end month can be selected by using the 'Quick Select' list of date ranges or by setting the start/end dates manually.

3. Select Columns to show in report - The field allows the user to customize the report with the metrics that are of value. The default will show all columns except the two last columns that help to customize the type/sub type/item for the categories that are defined in the Ticket Benchmark Report. More information about these fields is listed below.

4. Members - Select tickets that were worked on by a specific member or multiple members.

5. Boards - Only include tickets on certain boards.

6. Type - Only include certain ticket types.

7. Sub-Type - Only include certain ticket sub-types.

8.  Item - Only include certain Items.

9. Issue Type - Only include certain issue types.

10. Group Type/Sub Type/Item across boards - Results are combined for Type/Sub Type/Item no matter the board if this filter is on.

11. Include Projects  - Include tickets from Projects.

12. Include BT Recurring - Include tickets from BT Recurring agreements.

DEFAULT REPORT COLUMNS

Each line of the report analyzes all agreement tickets in a combinate of Board/Service Type/Sub Type/ Item. If the group across boards filter is turned on, the combination of Service Type/Sub Type/Item allows all boards that meet the three selections to be combined.

The report columns are the following:

1. Board - Either one board or a combination of boards if the filter is set to group the boards.

2. Service Types - Set up in PSA

3. Sub Type - Set up in PSA

4. Item - Set up in PSA

5. Time Records - The number of time records for this grouping

6. Tickets - The number of tickets for this grouping

7. Ticket % - What percentage of your total tickets this Board/Service Type/Sub Type/Item represents

8. Tickets/Node

9. Hours

ADDITIONAL REPORT COLUMNS USED TO DEFINE TYPE/SUB TYPE/ITEM for MSP custom settings in the Ticket Benchmark Report

Two additional report columns can be added to help customize the Ticket Benchmark report.

On the ticket concentration report,  two new columns were added to give the MSP the ability to customize  the Issue categories for the Ticket Benchmark report. Those two columns work with the Ticket Benchmark report and its issue types.   Selected  allows the user to match an Issue Type to a Type/Subtype/Item combination.

It will take a day to reclassify and see this in the report.

Suggested Issue Type - Shows the Category that MSPCFO has assigned using the logic of the preset algorithm.

Selected Issue Type- Allows the MSP to match a Category to a Type/Subtype/Item combination. If the preset was selected in the Ticket Benchmark report, it will  also appear in this column. A change can be made in this column to override what was suggested in the Ticket Benchmark report.

On each line next to the Board name, there is a small pie symbol (in yellow above). Click on the pie to see the individual tickets covered in this line. This is the Breakdown of the line. The information covered is:

1. Client - Name of the client for this ticket

2. Ticket # - The ticket number. If you are using CW as your PSA and have CW opened, clicking on the ticket number will take you to the ticket in CW

3. Date Opened - Date the ticket was opened

4. Date Closed - Date the ticket was closed

5. Members - Name of the members who worked on the ticket.

6. Hours - Actual hours put into the ticket by all members

7. Time Records - Number of time records for this ticket

8. Summary - A short description from the PSA for the ticket

At the bottom of the chart are totals (Time Records, Tickets, Hours) and averages (Ticket %, Tickets/Node, Hours %, Hours/Ticket)