Dashboard & Report Templates with Buildout Keys

Check back each month for our latest dashboard or report template. These also get shared on our Blog and from our monthly User Showcase webinar.

How to use: View the public dashboard link, then reference the buildout key to recreate these in your own BrightGauge. 

Submit your own template or make a request: https://forms.office.com/r/q1RSAwHJrq 

Note: Some field names displayed in the keys may vary across datasources (ex: date_opened vs date_entered, board_name vs ticket_current_board) as well as datasets (ex: Ticket Statistics vs Ticket Statistics Last 240 Days). These items, though named differently, should show the same relevant data. Any questions on converting between PSAs, reach out to success@brightgauge.com.

 

NEW! Financial Overview (September 2021 DoTM) - This dashboard is intended for the executive-level team. It was inspired by the August 2021 User Showcase Webinar with Kevin of Premier One. Check out his podcast to hear more from him! This dashboard highlights net and gross profit tracking, MRR, P&L Performance, and a 'turning point' gauge that shows when you've hit your 'breaking even' point for the year. A lot of the data on this dashboard leverages Quickbooks and helps inform executive-level decisions. Buildout Key

Reports

Profitability Analysis (December 2020 RoTM) - This report helps MSPs identify trends in profitability, focusing on agreement health, effective hourly rate, time spent on tickets, tickets opened by hour of the day, and margin on agreement and agreement additions. We recommend viewing this report monthly or quarterly. You can use filtering in BrightGauge to narrow down by client or agreement type for a more granular look at profitability where needed: Buildout Key.

Agreement Performance Report (November 2019 RoTM) - A high-level view of how fixed-fee Agreements are performing. Track your revenue, cost, and margins. Follow these steps to build in your account: Buildout Key

Goals and EOS Tracking Weekly Report (Nov 2020 RoTM) - A weekly check-in on where the team stands with their goals, what's being done to meet their core values, tasks currently in the works, open projects, overdue tickets and tasks, and known issues to address. Review this buildout key to recreate in your account: Buildout Key

Client Heartbeat Report (June 2021 RoTM) - This report was created based on the Client Heartbeat Report and other KPIs shared in our May 2021 User showcase Webinar. It provides a review of team performance and client feedback, meant to drive discussion based on survey responses, response speed and efficiency, and the level of communication provided to your clients: Buildout Key.

Client End of Month Report - A great monthly recap of the metrics that matter most to your clients -  ticket stats, asset management, and computer health. Follow these steps to build in your account: Buildout Key

Quarterly Business Review (September 2020 RoTM) - Comprehensive report that will showcase all of the behind-the-scenes work your client may not have have visibility into. Highlight the value of your services by showing off your hard work! Follow these steps to build in your account: Buildout Key

Engineer Audit Monthly Report (July 2020 RoTM)- Send this to your technicians each month to review their billable %, scorecard, time tracking, CSAT, and more over the last 6 months. View the original here, and rebuild this in your BrightGauge following these instructions: Buildout Key

Internal Weekly Service Report (February 2020 RoTM) - Our go-to report for keeping the team in the loop. Follow these steps to build in your account: Buildout Key

 

 

Internal PSA Dashboards

Service Operations Management (July 2021 DoTM) - This dashboard was inspired by the KPIs shared in our June 2021 User Showcase Webinar. It provides a high-level overview of the service team's productivity and gauges clients' happiness based on the team's performance. The service operations manager can check this dashboard 1 or more times a month to spot trends or potential problems that may need their intervention. It features KPI's such as tickets and hours per endpoint, SLA adherence, and a ticket escalation ratio. Buildout Key.

Support Shift Handoff (April 2021)- If your support team works on shifts, this dashboard will help them pass on all the important information to the next shift. It includes a list of critical alerts, unassigned, escalated and stale tickets, average response rate and kill rate for the day as well as a list of closed tickets missing configurations to keep the team informed on when their focus should be: Buildout Key

Engineer Dashboard for Self-Triaging - Filter for an individual tech to see what's on their plate for today, where there's room for them to pick up work on other tickets, and their stats for the last week: Buildout Key

Support Team Dashboard - Track ticket statuses and team average. Follow these steps to build in your account: Buildout Key

Team Capacity Dashboard (January 2020 DoTM) - Another way of tracking utilization. See if your techs are meeting capacity. Follow these steps to build in your account: Buildout Key

Tech Dashboard (Webinar Highlight) - Track individual progress, ranking, and time logged. Follow these steps to build in your account: Buildout Key

Service Desk KPI's - We're big fan's of this dashboard; built off of Connectwise's top recommended service KPIs. Follow these steps to build in your account: Buildout Key

Team Huddle Dashboard (February 2021 DoTM) - A dashboard overview of the day's action items for your support team. Drive daily meetings' agenda by providing insight into open tickets, daily schedules, and any past due items. Review this buildout key to recreate in your account: Buildout Key

Manage to Zero - An essential board for the folks always working to get inbox to 0. These are the golden metrics that require action. Follow these steps to build in your account: Buildout Key

Manage to Green - You always want to end your day in green. Setup and follow these KPIs to ensure you're in good standing. Follow these steps to build in your account: Buildout Key

SLA & Tickets plus some Machine Stats - We recreated this user's dashboard that tracks open vs closed tickets, SLAs, machine stats, and top active users. Follow these steps to build in your account: Buildout Key

Daily Service Delivery Board (July 2019 DoTM) - Provide up to date information on tickets, hours entered, SLA stats, and survey responses. Follow these steps to build in your account:

Dashboard 1 and Buildout Key 1; Dashboard 2 and Buildout Key 2 

 


Client-Facing Dashboards

Client Account Overview Dashboard (March 2021) - This dashboard is ideal for lower touch customers, it's a quick way to get an overview of their account details. It contains basic MSP information for the client like number of servers and workstations, links to open a ticket, make an order, or pay their bill as well as their account manager contact details: Buildout Key

Client Overview Dashboard - A great update to the metrics shared in our default client boards - share your CSAT, ticket, and SLA stats with your clients. Follow these steps to build in your account: Buildout Key

Client Dashboard (Webinar Highlight) - For the hands-on customer that loves getting into the KPIs, build this and share your ticket stats. Follow these steps to build in your account: Buildout Key

Client Success Overview (March DoTM) - This Automate-based shares your workstation, PC, and project stats. Set up for your clients, filter, and share. Follow these steps to build in your account: Buildout Key 

Quarterly Business Review Dashboard (August DoTM) - A fresh take on the classic QBR report to highlight the services you provide. Set up filters, clone, and share with your clients for visibility into your operation; they will appreciate the transparency! Buildout Key

 


Financial/Leadership Dashboards

Financial Health Dashboard (January 2021 DoTM) - Keep track of your most important high level financial metrics like EBITDA (Earnings Before Interest, Tax, Deprecation & Amortization), MRR, Margin %, Churn % and get insight into the potential total revenue each of your customers can bring with Customer Lifetime Value gauge: Buildout Key

Leadership KPI's (December 2019 DoTM) - Get an overhead view of the health of your company with stats on income, gross profit, and performance. Follow these steps to build in your account: Buildout Key

Finance KPI's - This board offers a breakdown of distributed revenue by client, hourly rates, and margins. Follow these steps to build in your account: Buildout Key

MSP Overview Dashboard - See high-level financial and service metrics on a single board. This dashboard shows some important financial KPI's together with the average response and resolution time stats over the past months and the total number of managed users and endpoints: Buildout Key


Sales Dashboards

Client Manager (August 2021 DoTM) - This dashboard provides the client manager (aka account manager) a home base for managing their book of accounts. It was inspired by the July 2021 User Showcase Webinar and includes proactive gauges like CSAT follow ups and tasks for quarterly business reviews, as well as metrics focused on future client opportunities and won revenue. Buildout Key

Sales Management Dashboard (September 2019 DoTM) - Compare your profits with revenue, margins, and and what's in the pipeline. Follow these steps to build in your account: Buildout Key

Sales Team KPI's - A clean view of these golden sales metrics: revenue in pipeline, opportunities, revenue won, and other sales activities. Follow these steps to build in your account: Buildout Key

Sales Leadership KPI's - A different view of your sales health: total revenue, agreements by product and service, won & lost, opportunities by rep and stage. Follow these steps to build in your account: Buildout Key

 

Project Management Dashboards

Project Management Dashboard - Set up this board to track time spent across projects, revenue yet to be collected, projects over budget, and project revenue forecasting. Follow these steps to build in your account: Buildout Key

 

Operational Maturity Dashboards 

Watch the May 2020 Webinar, and recreate one of the dashboards below to match where you are in your operational maturity.

Metric Journey – Phase 2
 
Metric Journey – Phase 3
 
Metric Journey – Phase 4
 
Metric Journey – Phase 5
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