Using the Tech Dashboard

Randall Berg -

When connecting a featured PSA or other ticketing solution to BrightGauge, you'll be presented with a Tech Dashboard. This is a dashboard that we've built to help you create a dashboard for each of your technicians! This document will guide you through setting up the dashboards for each technician.

 

1. Creating the Filter

The first step is to create the filter for the dashboard.  Filters are specific for each dashboard, but are copied over when you clone the dashboard, so this tutorial will have you create the filter first and then you can copy it over when cloning the dashboard later.

Step 1 -

If no filters have previously been added to the dashboard, select the "Add a Filter" button on the top right hand corner of the screen.

 

 

If the dashboard already has filters configured, click on the "Filters" button on the top right hand corner of the screen, then select the blue "Add a Filter" button from the dropdown modal.

 

Step 2 - You'll now see a modal appear in the middle of the page.  This modal is where you create the filter.

A. Name - This box is where you set the name for the filter.  This is not the filter itself though, just something you'll refer back to later.  For our case, naming it Tech would work perfectly

B. Fields - This is where you select the specific fields you'll filter for.  Later on in this document we'll list out the ones you'll want to use for each datasource.  You can search for the field name in the box above.  You can also select multiple fields, just be careful that they're the same field (if using different datasets).

C. Value - This is the actual filter.  This is where you'll want to put in the member_Id or technician's name depending on your datasource. You'll notice that as you start typing, it will being searching in the field(s) that you've selected. Make sure to select the one you're filtering for.  For the purposes of this tutorial, you don't need to put a real value here, just type a random name so that the filter can save.

 

Step 3 - Click on the add to dashboard button.  Once created, the filter can now be used.  More on that in 3. Applying the Filter, below.

 

Now this is a pre-made dashboard using a few different gauges and datasets, so please find your integration below for assistance in finding which field(s) to use for appropriate filtering using this dashboard.

 

A. ConnectWise On-Premise

To create the filter for ConnectWise On-Premise, you'll want to select the following fields:

    • *Ticket Stats Lite / resolved_by
    • *Assigned Resources Lite / member_id
    • *Time Entry Lite / member_id

When typing in the value here, make sure to use the technician's member ID, but please do so in all lowercases. Due to an issue with the CW database, we have decided to force all lowercase in member ID related fields.

B. ConnectWise Cloud

To create the filter for ConnectWise Cloud, you'll want to select the following fields:

  • Ticket Stats Lite / resolved_by
  • Assigned Resources / member_id
  • Time Entry / member_id

When typing in the value here, make sure to use the technician's member ID, but please note that it is case sensitive.

C. AutoTask

To create the filter for AutoTask, you'll want to select the following fields:

  • *Ticket Stats Lite / resource_name
  • Time Entry / resource_name

When typing in the value here, make sure to use the technician's member ID, but please note that it is case sensitive.

D. TigerPaw

To create the filter for TigerPaw, you'll want to select the following fields:

  • Ticket Statistics / Primary_rep
  • Time Entry / Tech

When typing in the value here, make sure to use the technician's full name, but please note that it is case sensitive.

E. ZenDesk

To create the filter for ZenDesk, you'll want to select the following fields:

  • Ticket Statistics / Assignee_name

When typing in the value here, make sure to use the technician's full name, but please note that it is case sensitive.

F. Kaseya BMS (Vorex)

To create the filter for Kaseya BMS, you'll want to select the following fields:

  • Ticket Stats Lite / Primary Assignee
  • Time Entry / Tech

When typing in the value here, make sure to use the technician's full name, but please note that it is case sensitive.

 

G. Freshdesk

To create the filter for Freshdesk, you'll want to select the following fields:

  • Ticket Statistics / Agent
  • Time Entry / Agent
  • Survey Responses / Agent

When typing in the value here, make sure to use the technician's full name, but please note that it is case sensitive.

 

H. SmileBack

To create the filter for SmileBack, you'll want to select the following fields:

  • Reactions Resource / Resource

When typing in the value here, make sure to use the technician's id, but please note that it is case sensitive.

I. Harvest

To create the filter for Harvest, you'll want to select the following fields:

  • Time Entry / User_name

When typing in the value here, make sure to use the technician's full name as entered in Harvest, but please note that it is case sensitive.

J. Crew Hu

To create the filter for CrewHu, you'll want to select the following fields:

  • Survey Employee Data / Employee

When typing in the value here, make sure to use the technician's full name as entered in CrewHu, but please note that it is case sensitive.

 

2. Cloning the Dashboard

 Step 1 - Click on the "More" button with a gear icon on the top right of the dashboard and select "Clone Dashboard."

Step 2 - A modal will now popup asking you to name the new dashboard.  Name the dashboard using the name of the company that you'll assign this dashboard to.

Step 4 - The dashboard will be cloned and immediately send you to the assigning Users drawer.  Hold off on this until part 5.

 

3. Applying the Filter

Step 1 - Click on "Filters" on the top right.

Step 2 - Click on the name of the filter of which you set in part 1, in our case it says Tech.

Step 3 - This will popup the same modal from part 1 and now you will go in and type the appropriate filter.  Our demo is using ConnectWise On-Premise so we'll be using a lower case member ID, but please refer back to the sections above that are appropriate for your datasource to know how to search.

Step 4 - Once the search term has been saved (the value will appear in a grey box as seen in the screenshot below) you can then save your changes by clicking the blue Save Changes box to the bottom right

Step 5 - Once the changes have been saved, you can now enable the filter by clicking on the "Filters" button on the top right again and toggling the switch to the right of the filter so that it turns green.

Step 6 - Once the filter has turned on, all affected gauges with have a green corner to the top right signifying that the gauges are now filtered.


 

4. Creating a Viewer

To view a dashboard, a BrightGauge login is required.  The standard users are people coming in and creating dashboards, gauges, and reports, but there is a price for each of those.  If the person that is designated for this dashboard is not yet a user and will not be coming into BrightGauge to edit or create information, then you can create them as a viewer.  Follow the steps below to create them as a viewer.  If the person is already a user or viewer then skip to part 5.

Step 1 - Select the green arrow (or your picture if you've created a Gravatar) next to your name on the top righthand corner of the window and then select "Users" from the dropdown menu.

 

Step 2 - Once on the "Users" page, select "Viewers" from the menu on left hand side of the page.

Step 3 - Once on the "Viewers" page, you will see a list of all current "Viewer" users for your account.  Select the blue "Invite Viewer" button towards the top right of the screen.

Step 4 - Once on the "Invite A Viewer" page, please fill out the corresponding text boxes with the users First Name, Last Name, and Email Address, along with a desired message to be included in the invitation email to the user.  Once all fields have been completed correctly, select the blue "Send Invitation" button towards the bottom of the page.

Step 5 - The user will now receive an email invitation with a username, temporary password and sign-in domain.  Upon first signing in, the user will be prompted to create his/her own password.

Step 6 - Once the "Viewer" has been created, he/she will be able to receive sent reports and view shared dashboards.

 

5. Assigning the Dashboard

You're finally ready to share the dashboard, please follow these steps:

Step 1 - Click on the "More" button with a gear icon on the top right of the dashboard and select "Dashboard Users."

Step 2 - A modal will appear in the center of the screen with a list of all users currently on the account. Scroll though the list (or use the search bar at the to of the modal) to find the desired user(s). (1) Use the check boxes to select the desired users to share the dashboard. (2) Once all selected users have been selected, click on the blue "Apply" button on the bottom center of the modal.

Step 3 - Once a dashboard is shared with a user, it will then appear in the users Dashboard menu when the log in to their account.

 

Success!

You've now created your first technician dashboard.  If you want to create multiples, simply repeat the process starting at Part 2 - Cloning a Dashboard.

 

If you have any questions or ever need assistance with anything, drop us a line by emailing support@brightgauge.com or by clicking the Submit a Request link at the top of the forums.

 

 

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