ITSupport247 Executive Report

Overview

This article provides information on the ITSupport247 Executive report for ConnectWise Command. To access this report, click Reports in the top menu bar, then click on the ITSupport247 Executive Report.

Note: The ITSupport Portal Executive Report is for the v.1 patching module. For users on patching module v.2, use the v2 version of the report.

 

ITSupport247 Executive Report Breakdown

The ITSupport 247 Executive Report consists of the following sections and gauges. Each section contains one or more gauges. By default, the Executive Report shows data for all of your clients. After you set up and schedule a report for a specific client, the data is automatically filtered for that client.

By default, all gauges are configured to show data for the previous month. For example, if you are looking at the report on June 5th, 2020, the report shows data for the entire month of May 2020. However, this is configurable at the gauge level by filtering the date. You can filter the date range for all gauges except for the score gauges, which are currently calculated only for a month. Note that the score for the previous month is calculated and is available on or after the 5th day of the current month.

The following gauges are included in the report by default. You can remove the gauges that you don't need or modify the gauges to suit your own needs.

Score Section

Overall Score

This is an overall score of the site or sites. The score is currently calculated as it is in the existing Executive Reports. Refer to Executive Reports for details on how the score is calculated. Data is pulled once every day. The score is available on a monthly basis and is calculated for the previous month on or after the 5th day of the current month.

The Overall Score is interpreted as follows:

  • 95 - 100: Excellent
  • 90 - 94: Good
  • 80 - 89: Fair
  • 50 - 79: Poor
  • 0 - 49: Failing

Filter: Last 1 month excluding current month

Drilldown columns:

  • Site Name
  • Month Starting (Date)
  • Workstation Endpoint Protection
  • Workstation Disk
  • Workstation Patch
  • Workstation Temp File
  • Workstation Warranty
  • Server AV
  • Server Availability
  • Server CPU
  • Server Disk
  • Server Memory
  • Server Patch
  • Server Warranty

Server Score

Shows individual scores for Server Endpoint Protection, Server Availability, Server CPU, Server Disk Util, Server Memory, Server Patching, and Desktop Server Warranty for servers.  The Score is currently calculated as it is in the existing Executive Reports. Refer to Executive Reports for details on how the score is calculated. Data is pulled once every day. The score is available on a monthly basis and is calculated for the previous month on or after the 5th day of the current month.

Filter: Last 1 month excluding current month

Drilldown columns:

  • Site
  • Respective Average Score (e.g., when clicked on Endpoint Protection, number shows Endpoint Protection score)
  • Month Starting (Date)

Workstation Score

Shows individual scores for Workstation Endpoint Protection, Workstation Disk Util, Workstation Patching, Workstation Temp File and Workstation Warranty for workstations. The score is currently calculated as it is in the existing Executive Reports. Refer to Executive Reports for details on how the score is calculated. Data is pulled once every day. The score is available on a monthly basis and is calculated for the previous month on or after the 5th day of the current month.

Filter: Last 1 month excluding current month

Drilldown columns:

  • Site
  • Respective Average Score (e.g., when clicked on Endpoint Protection, number shows Endpoint Protection score)
  • Month Starting (Date)

Summary and Performance Details Section

Servers

Shows the total number of unique servers that were active in the given time period. Data is collected every two hours on a daily basis. The most recent data for any given day is considered in the report.

 Filters:

  • Is Active is True
  • Date is set to Last Month excluding current month
  • Type - Servers and MSMA

Drilldown columns:

  • Site Name
  • System Name
  • Friendly Name
  • IP Address
  • OS Product
  • System Model
  • Last Agent Check Date
  • Last Logged on User

Workstations

Shows the total number of unique workstations that were active in the given time period. Data is collected every two hours on a daily basis. The most recent data for any given day would be considered in the report.

Filters:

  • Is Active is True
  • Date is set to Last Month excluding current month
  • Type - Desktops

Drilldown columns:

  • Site Name
  • System Name
  • Friendly Name
  • IP Address
  • OS Product
  • Last Agent Check Date
  • Last Logged on User

Machines Out of Warranty

Shows the total number of active machines that are out of warranty as of today. Data is collected every two hours on a daily basis. The most recent data for any given day would be considered in the report.

Filter: Warranty End Date is Earlier than today

Drilldown columns:

  • Site Name
  • System Name
  • Friendly Name
  • IP Address
  • OS Product
  • Machine Type
  • Warranty End Date
  • Warranty Description
  • Last Agent Check Date
  • Last Logged on User

Machines Warranty Expiring in 90 days

Shows the total number of active machines with a warranty that expires within the next 90 days. Data is collected every two hours on a daily basis. Only active warranties are shown for each day. The most recent data for any given day is considered in the report.

Filter: Warranty End Date is in next 90 days

Drilldown columns:

  • Site Name
  • System Name
  • Friendly Name
  • IP Address
  • OS Product
  • Machine Type
  • Warranty End Date
  • Warranty Description
  • Last Agent Check Date
  • Last Logged on User

Machines with potential performance issues

This gauge shows the number of machines which have shown potential performance issues. If the performance of a specific machine is not within the defined thresholds on any given day for a given time period, then that machine is termed as having performance issues. Percentages for each metric are customizable in the gauge configuration. For example, you can configure this as Servers with Availability < 99% (from the default of 95%) within the gauge settings. Note that these are percentages and not scores. The lower the Utilization percentage, the better the performance.

  • Servers with Availability < 95%
  • Servers with CPU Utilization > 70%
  • Servers with Memory Utilization > 80%
  • Servers with Disk Space Utilization > 70%
  • Workstations with Disk Space Utilization > 80%

For performance metrics (CPU Utilization, Availability, Disk Space Utilization, Memory Utilization), data is collected every 30 minutes. Daily measures for these metrics are calculated as an average for all data collected during the day for each machine. Monthly measures are calculated as an average based on daily data. Data is synchronized once every day into BrightGauge.

Filters:

  • Calendar Date - Last 1 month excluding current month
  • Respective % as per the thresholds described above
  • OS Product - For filtering Server and Desktops

Drilldown columns:

  • Site Name
  • Machine Name
  • Friendly Name
  • OS
  • IP Address
  • Respective % (if it is disk utilization, then disk utilization %)
  • Date

Patches Installed

Shows the total count of patches installed during the given time period. Patching data is collected every two hours on a daily basis. The most recent data for any given day is considered in the report.

Filter: Last 1 month excluding current month

Drilldown columns:

  • Site Name
  • Machine Name
  • Friendly Name
  • OS
  • KB Article
  • Update Title
  • Install Date
  • Machine Type

OS Patch Status

This gauge shows the OS patching status of each machine in the given time period. Each status has a trend line. Patching data is collected every two hours on a daily basis. The most recent status on any given day is considered in the report.

Filter: Last 1 month excluding current month

Drilldown columns:

  • Site Name
  • Machine Name
  • Friendly Name
  • OS
  • Last Current Date
  • OS Patch Status
  • Last Agent Checkin Date
  • OS Update Missing Count

OS Patches Installed by Severity

Shows the total number of patches installed per severity category for servers and workstations during the given time period. Data is collected every two hours on a daily basis. The most recent data for any given day is considered in the report.

Filter: Last 1 month excluding current month

Drilldown columns:

  • Site Name
  • Machine Name
  • Friendly Name
  • OS
  • KB Article
  • Severity
  • Update Title
  • Install Date

Machines Missing Critical OS Patches

Shows the total number of machines that are missing critical OS patches for the given time period. By default, this chart only shows data for critical OS patches. However, you can use gauge filters to add data for other severity categories or for all patches without a severity category. Data is collected every two hours and reported on a daily basis. The most recent data for any given day is considered in the report. 

Filter: Last 1 month excluding current month

Drilldown columns:

  • Site Name
  • Machine Name
  • Friendly Name
  • OS
  • KB Article
  • Severity
  • Update Title
  • Report Date

Endpoint Protection Summary

Shows which machines were protected, out of date, or had no information available or no endpoint protection installed. The drilldown provides details on endpoint protection software for any given day during the given time period. Data is collected every two hours and reported on a daily basis. The most recent data for any given day is considered in the report.

Filter: Last 1 month excluding current month

Drilldown columns:

  • Site Name
  • Machine Name
  • OS
  • Endpoint Protection Software Name
  • Definition Version
  • Is Protected
  • Calendar Date
  • Last check Date

Webroot Threats Trending

Shows counts of active treats versus threats neutralized by Webroot during a given time period in the form of a trend line. Data is collected every 30 minutes and reported on a daily basis. The most recent data for any given day is considered in the report.

Filter: Last 1 month excluding current month

Drilldown columns:

  • Site Name
  • Machine Name
  • Friendly Name
  • System Type
  • Active Threats
  • Threats Neutralized

Application Update Status

This gauge shows the Application Update (3rd Party Patching) status of each machine in the given time period. Each status has its own trendline. Data is collected every two hours on a daily basis. The report considers the most recent status of a machine on any given day.

Filter: Last 1 month excluding current month

Drilldown columns:

  • Site Name
  • System Name
  • Friendly Name
  • OS
  • Date
  • Application Updates Missing Count
  • Last Agent Check

Help Desk Section

Tickets Opened

Shows the total number of tickets opened in the given time period. Data is collected at the end of each day and reported on daily basis in BrightGauge.

Filter: Last 1 month excluding current month

Drilldown columns:

  • Client Name
  • Service Request ID
  • Category
  • Service Request Created
  • Service Request Resolved
  • First Response Time
  • Time to Resolution
  • Created by

Tickets Closed

Shows the total number of tickets closed in the given time period. Data is collected at the end of each day and reported on daily basis in BrightGauge.

Filter: Last 1 month excluding current month

Drilldown columns:

  • Client Name
  • Service Request ID
  • Category
  • Service Request Created
  • Service Request Resolved
  • First Response Time
  • Time to Resolution
  • Created by

Tickets Escalated

Shows the total number of tickets escalated in the given time period. Data is collected at the end of each day and reported on a daily basis in BrightGauge.

Filter: Last 1 month excluding current month

Drilldown columns:

  • Client Name
  • Service Request ID
  • Category
  • Service Request Created
  • Service Request Resolved
  • First Response Time
  • Time to Resolution
  • Created by

Average Resolution Time

Shows the average ticket resolution time in minutes. Data is collected at the end of each day and reported on a daily basis in BrightGauge.

Filter: Last 1 month excluding current month

Drilldown columns:

  • Client Name
  • Service Request ID
  • Category
  • Service Request Created
  • Service Request Resolved
  • First Response Time
  • Time to Resolution
  • Created by

Ticket Source

Shows a breakup of the sources from which tickets were created. Data is collected at the end of each day and reported on a daily basis in BrightGauge.

Filter: Last 1 month excluding current month

Drilldown columns:

  • Client Name
  • Service Request ID
  • Category
  • Service Request Created
  • Service Request Resolved
  • First Response Time
  • Time to Resolution
  • Created by

Ticket Opened vs. Closed

Shows how many tickets were opened versus closed during the selected time period. Data is collected at the end of each day and reported on a daily basis in BrightGauge.

Filter: Last 1 month excluding current month

Drilldown columns:

  • Client Name
  • Service Request ID
  • Category
  • Service Request Created
  • Service Request Resolved
  • First Response Time
  • Time to Resolution
  • Created by

Recover Section

No. of Appliances, Protected Servers, and Workstations

Shows how the total number of appliances, protected servers, and workstations changed over the given time period. Data is collected at the end of each day and reported on a daily basis in BrightGauge.

Filter: Date last month excluding current month

Drilldown:

  • Appliance Date
  • Provision Date
  • Last Deployment Date
  • Latest Available Appliance Version
  • Deployment Status
  • Appliance Availability
  • Appliance Uptime
  • CPU Cores
  • Memory
  • Total Disk Space
  • Free Disk Space
  • Operation System
  • Count of Protected Servers
  • Count of Protected Workstations

Cloud Storage Used

Shows the total cloud storage used during the given time period. Data is collected at the end of each day and reported on a daily basis in BrightGauge.

Filter: Date last month excluding current month

Drilldown:

  • Site Name
  • Appliance Name
  • Date
  • License Key
  • Member Name
  • Pooled Storage Count  

Local Backup Status

Shows the local backup status for all protected machines during the given time period. Data is collected at the end of each day and reported on a daily basis in BrightGauge.

Filter: Last local verify completion date last month excluding current month

Drilldown:

  • Site Name
  • Machine Name
  • Appliance Name
  • Drive Volume Backed Up
  • Local Space Used
  • Execution Date
  • Finished Count
  • Error Count
  • Duplicate Count
  • Canceled Count

Offsite Backup Status

Shows the offsite backup status for all protected machines during the given time period. Data is collected at the end of each day and reported on a daily basis in BrightGauge.

Filter: Last offsite verify completion date last month excluding current month

Drilldown:

  • Appliance Name
  • Drive Volume Backed Up
  • Local Space Used
  • Execution Date
  • Finished Count
  • Error Count
  • Duplicate Count
  • Canceled Count

TruVerify Status

Shows the offsite backup status for all protected machines during the given time period. Data is collected at the end of each day and reported on a daily basis in BrightGauge.

Filter: Last Tru Verify completion date last month excluding current month

Drilldown:

  • Site Name
  • Machine Name
  • Appliance Name
  • Execution Date
  • Finished Count
  • Error Count
  • Duplicate Count
  • Canceled Count

 

Score Calculation

  Metric Score Calculation Weightage
Desktops Endpoint Protection

The average percentage of all the active desktops that had the Endpoint Protection status as Synchronized or Protected by Webroot percentage during the month.

Note: Each desktop’s monthly percentage = ((No. of days in a month the desktop was Synchronized/Protected by Webroot)/No. of days in a month the desktop was active)*100)

200
Disk Space

The percentage of utilized disk space of all the active desktops is collected every 30 minutes.

The daily average is calculated based on all the 30 minutes interval averages. The average daily percentages for all the days of the month is calculated as a monthly percentage.

Disk Space Score is then assigned based on the percentage range as follows:

  • 0% to 50% - 100

  • >50% to 60% - 80

  • >60% to 70% - 60

  • >70% to 80% - 40

  • >80% to 90% - 20

  • >90 to 100 – 0

Example: If the Monthly percentage is 33 then the score is 100

10
Patches (No. of active desktops with OS last current data < 14 days AND have been online in past 14 days/No. of active desktops online in last 14 days) * 100 350
Temporary Files (No. of desktops with their temporary files deleted/No. of active desktops) * 100 5
Warranty (No. of active desktops with an active warranty in a month/No. of active desktops where warranty data is collected) * 100 10
Servers Endpoint Protection

The average percentage of all the active servers that had the Endpoint Protection status as Synchronized or Protected by Webroot percentage during the month.

Note: Each server’s monthly percentage = ((No. of days in a month the server was Synchronized/Protected by Webroot)/No. of days in a month the server was active)*100)

300
Availability

Availability (online/offline status) of all the active servers is collected every 30 minutes.

The daily average is calculated based on these availability statuses. The average daily availability percentage for the month is calculated for a monthly availability percentage.

This percentage is termed as the Server availability score.

1000
CPU Utilization

The percentage of utilized CPU of all the active servers is collected every 30 minutes.

The daily average is calculated based on all the 30 minutes interval averages. Average of daily percentages for all the days of the month is calculated for a monthly percentage

CPU Utilization Score is assigned based on the percentage range as follows:

  • 0% to 50% - 100

  • >50% to 60% - 80

  • >60% to 70% - 60

  • >70% to 80% - 40

  • >80% to 90% - 20

  • >90% to 100% – 0

Example: If the Monthly percentage is 33 then the score is 100

100
Memory Utilization

The percentage of utilized memory of all the active servers is collected every 30 minutes.

The daily average is calculated based on all the 30 minutes interval averages. Average of daily percentages for all the days of the month is calculated as a monthly percentage

Memory Utilization Score is assigned based on the percentage range as follows:

  • 0% to 50% - 100

  • >50% to 60% - 80

  • >60% to 70% - 60

  • >70% to 80% - 40

  • >80% to 90% - 20

  • >90% to 100% – 0

Example: If the Monthly percentage is 33 then the score is 100

100
Disk Utilization

The percentage of utilized disk space of all the active servers is collected every 30 minutes.

The daily average is calculated based on all the 30 minutes interval averages. Average daily percentages for all the days of the month is calculated as a monthly percentage.

Disk Utilization Score is assigned based on the percentage range as follows:

  • 0% to 50% - 100

  • >50% to 60% - 80

  • >60% to 70% - 60

  • >70% to 80% - 40

  • >80% to 90% - 20

  • >90% to 100% – 0

Example: If the Monthly percentage is 33 then the score is 100

300
Patches (No. of active servers with OS last current data < 14 days AND have been online in past 14 days/No. of active servers online in last 14 days) * 100 400
Warranty (No. of active devices with an active warranty in a month/No. of active devices where warranty data is collected) * 100 25

Overall Score = (Sum of all metric scores X weightages) / 2800

  • For Desktop only site: Overall Score = (Sum of all metric scores for desktops X weightages) / 575
  • For Server only site: Overall Score = (Sum of all metric scores for desktops X weightages) / 2225

Gauge Details

The following table provides details on the gauges included in the ITSupport247 Executive report.

Gauge Name Data Drilldown Columns
Score Section

Overall Score - Number Gauge

Filter by Date - Last 1 month excluding current month

Data is pulled once everyday. Score is available on a monthly basis and is calculated for previous month on or after 5th day of the current month.
  • Site Name
  • Month Starting (Date)
  • Workstation Endpoint Protection
  • Workstation Disk
  • Workstation Patch
  • Workstation Temp File
  • Workstation Warranty
  • Server AV
  • Server Availability
  • Server CPU
  • Server Disk
  • Server Memory
  • Server Patch
  • Server Warranty

Server Score - Table Gauge

Shows individual score of Server Endpoint Protection, Server Availability, Server CPU, Server Disk Util, Server Memory, Server Patching, and Desktop Server Warranty

Filter by Date - Last 1 month excluding current month

Data is pulled once everyday. Score is available on a monthly basis and is calculated for previous month on or after 5th day of the current month.

For Each Layer:

  • Site
  • Respective Average Score (for e.g. when clicked on Endpoint Protection number show the Endpoint Protection score)
  • Month Starting (Date)

Workstation Score - Table Gauge

Shows individual score of Workstation Endpoint Protection, Workstation Disk Util, Workstation Patching, Workstation Temp File and Workstation Warranty

Filter by Date - Last 1 month excluding current month

Data is pulled once everyday. Score is available on a monthly basis and is calculated for previous month on or after 5th day of the current month.

For Each Layer:

  • Site
  • Respective Average Score (for e.g. when clicked on Endpoint Protection number show the Endpoint Protection score)
  • Month Starting (Date)
Endpoint Statistics and Performance Section

Servers - Number Gauge

Shows unique count of number of servers which were active in last month

Filters

  • Is Active is True
  • Date is set to Last Month excluding current month
  • Type - Servers and MSMA

Data is collected every 2 hours but only latest data for each day is considered.

Data is synchronized once every day into BrightGauge with the latest data.

  • Site Name
  • System Name
  • Friendly Name
  • IP Address
  • OS Product
  • System Model
  • Last Agent Check Date
  • Last Logged on User

Workstations - Number gauge

Shows unique count of number of Workstations which were active in last month

Filters

  • Is Active is True
  • Date is set to Last Month excluding current month
  • Type - Desktops

Data is collected every 2 hours but only latest data for each day is considered.

Data is synchronized once every day into BrightGauge with the latest data.

  • Site Name
  • System Name
  • Friendly Name
  • IP Address
  • OS Product
  • Last Agent Check Date
  • Last Logged on User

Out of Warranty - Number Gauge

Shows unique count of number of machines whose warranty end date is earlier than today

Filter:

  • Warranty End Date is Earlier than today

Warranty data is collected every 2 hours and provided on daily basis. Only active warranties are shown for each day.

Data is synchronized once every day into BrightGauge with the latest data.

  • Site Name
  • System Name
  • Friendly Name
  • IP Address
  • OS Product
  • Machine Type
  • Warranty End Date
  • Warranty Description
  • Last Agent Check Date
  • Last Logged on User

Warranty Expiring in 90 Days - Number Gauge

Shows unique count of number of machines whose warranty end date is in next 90 days

Filter:

  • Warranty End Date is in next 90 days

Warranty data is collected every 2 hours and provided on daily basis. Only active warranties are shown for each day.

Data is synchronized once every day into BrightGauge with the latest data.

  • Site Name
  • System Name
  • Friendly Name
  • IP Address
  • OS Product
  • Machine Type
  • Warranty End Date
  • Warranty Description
  • Last Agent Check Date
  • Last Logged on User

Machines with potential performance issues - Table Gauge

  • Server with Availability < 95%
  • Server with CPU Utilization > 70%
  • Server with Memory Utilization > 80%
  • Server with Disk Space Utilization > 70%
  • Workstation with Disk Space Utilization > 80%

Filters:

  • Calendar Date - Last 1 month excluding current month
  • Respective % as per the thresholds described above

  • OS Product - For filtering Servers and Desktops

     

For performance metrics (CPU Utilization, Availability, Disk Space Utilization, Memory Utilization) data is collected every 30 minutes. Daily measures for them calculated as an average for all data collected during the day for each machine. Monthly measures calculated as an average based on daily data.

Data is synchronized once every day into BrightGauge

  • Site Name
  • Machine Name
  • Friendly Name
  • OS
  • IP Address
  • Respective % (If it is Disk Utilization then Disk Utilization %.)
  • Date

Patches Installed - Number Gauge

Shows total number of patches installed during the time period.

Filter: Last 1 month excluding current month

Patching data is collected every 2 hours. Only the latest status for each machine is considered for each day.

Data is synchronized once every day into BrightGauge.

  • Site Name
  • Machine Name
  • Friendly Name
  • OS
  • KB Article
  • Update Title
  • Install Date
  • Machine Type

Patch Status - Line chart

Shows Patch status of each machine for last month.

Filter: Last 1 month excluding current month

Patching data is collected every 2 hours. Only the latest status for each machine is considered for each day.

Data is synchronized once every day into BrightGauge.

  • Site Name
  • Machine Name
  • Friendly Name
  • OS
  • Last Assessment Date
  • OS Patch Status
  • Last Agent Check Date
  • OS Update Missing Count

Patches Installed by Severity - Column Chart

Shows Patches Installed per severity category for Servers and Desktops

Filter: Last 1 month excluding current month

Patching data is collected every 2 hours. Only the latest status for each machine is considered for each day.

Data is synchronized once every day into BrightGauge.

  • Site Name
  • Machine Name
  • Friendly Name
  • OS
  • KB Article
  • Severity
  • Update Title
  • Install Date

Patches Missing - Line Chart

Shows number of patches missing for Servers and Workstations over last month

Filter: Last 1 month excluding current month

Patching data is collected every 2 hours. Only the latest status for each machine is considered for each day.

Data is synchronized once every day into BrightGauge.

  • Site Name
  • Machine Name
  • Friendly Name
  • OS
  • KB Article
  • Severity
  • Update Title
  • Report Date
Endpoint Protection Summary

Shows which machines are protected, out of data or do not have either any information available or do not have any Endpoint Protection software installed on any given day during the given time period

Filter: Last 1 month excluding current month

Endpoint Protection data is collected every 2 hours. Only the latest status for each machine is considered for each day.

Data is synchronized once every day into BrightGauge .

  • Site Name
  • Machine Name
  • OS
  • Endpoint Protection Software name

  • Definition Version

  • Is Protected

  • Calendar Date

  • Last check Date
Webroot Threats Trending

Total number of active threats vs Total no. of threats neutralized per day during the last month

Filter: Date Lat month excluding current month

Webroot threats data is collected every 30 minutes. Only the latest status for each machine is considered for each day.

Data is synchronized once every day into BrightGauge.

  • Site Name
  • System Name
  • Friendly Name
  • System Type
  • Active Threats
  • Threats Neutralized

Application Updates Status - Line Chart

Shows Third Party patching status of machines on a given day during last month

Filter: Last 1 month excluding current month

Webroot threats data is collected every 30 minutes. Only the latest status for each machine is considered for each day.

Data is synchronized once every day into BrightGauge.

  • Site Name
  • System Name
  • Friendly Name
  • OS
  • Date
  • Application Updates Missing Count
  • Last Agent Check
Help Desk Section

Tickets Opened - Number gauge

Number of tickets opened in last month

Filter: Last 1 month excluding current month

Data is collected at the end of each day and reported on daily basis in BrightGauge.
  • Client Name
  • Service Request Id
  • Category
  • Service Request Created
  • Service Request Resolved
  • First Response Time
  • Time to Resolution
  • Created by

Tickets Closed - Number gauge

Number of tickets closed in last month

Filter: Last 1 month excluding current month

Data is collected at the end of each day and reported on daily basis in BrightGauge.
  • Client Name
  • Service Request Id
  • Category
  • Service Request Created
  • Service Request Resolved
  • First Response Time
  • Time to Resolution
  • Created by

Tickets Escalated - Number gauge

Number of tickets escalated in last month

Filter: Last 1 month excluding current month

Data is collected at the end of each day and reported on daily basis in BrightGauge.
  • Client Name
  • Service Request Id
  • Category
  • Service Request Created
  • Service Request Resolved
  • First Response Time
  • Time to Resolution
  • Created by

Avg. Resolution Time - Number gauge

Average time to resolve all the tickets closed in last month

Filter: Last 1 month excluding current month

Data is collected at the end of each day and reported on daily basis in BrightGauge.
  • Client Name
  • Service Request Id
  • Category
  • Service Request Created
  • Service Request Resolved
  • First Response Time
  • Time to Resolution
  • Created by
Ticket Source

 

Shows the source of all the tickets created in last month

Filter: Last 1 month excluding current month

Data is collected at the end of each day and reported on daily basis in BrightGauge.
  • Client Name
  • Service Request Id
  • Category
  • Service Request Created
  • Service Request Resolved
  • First Response Time
  • Time to Resolution
  • Created by

Tickets Opened vs Closed

Shows trend of all the tickets opened vs closed during last month

Filter: Last 1 month excluding current month.

Data is collected at the end of each day and reported on daily basis in BrightGauge.
  • Client Name
  • Service Request Id
  • Category
  • Service Request Created
  • Service Request Resolved
  • First Response Time
  • Time to Resolution
  • Created by
Recover Section
No. of Appliances, Protected Servers and Desktops

Trend line for no. of Appliance, Protected Servers and Protected Desktops for each day of the last month

Filters: Date Last Month excluding current month.

Data is collected at the end of each day and reported on daily basis in BrightGauge.
  • Appliance Date
  • Provision Date
  • Last Deployment Date
  • Latest Available Appliance Version
  • Deployment Status
  • Appliance Availability
  • Appliance Uptime
  • CPU Cores
  • Memory
  • Total Disk Space
  • Free Disk Space
  • Operation System
  • Count of Protected Servers
  • Count of Protected Workstations

Cloud Storage Used

Trend line for the total cloud storage used per day for each day of the last month

Filters: Date Last Month excluding current month.

Data is collected at the end of each day and reported on daily basis in BrightGauge.
  • Site Name
  • Appliance Name
  • Date
  • License Key
  • Member Name
  • Pooled Storage Count

Tru Verify Status - Shows offsite backup status for all the protected machines during the given time period.

Filters: Last Tru verify Completion date Last month excluding current month.

Data is collected at the end of each day and reported on daily basis in BrightGauge.
  • Site Name
  • Machine Name
  • Appliance Name
  • Execution Date
  • Finished Count
  • Error Count
  • Duplicate Count
  • Canceled Count

Local Backup Status - Shows offsite backup status for all the protected machines during the given time period.

Filters: Last Local verify Completion date Last month excluding current month.

Data is collected at the end of each day and reported on daily basis in BrightGauge.
  • Site Name
  • Machine Name
  • Appliance Name
  • Drive Volume Backed-Up
  • Local Space Used
  • Execution Date
  • Finished Count
  • Error Count
  • Duplicate Count
  • Canceled Count

Offsite Backup Status - Shows offsite backup status for all the protected machines during the given time period.

Filters: Last Offsite verify Completion date Last month excluding current month.

Data is collected at the end of each day and reported on daily basis in BrightGauge.Data is collected at the end of each day and reported on daily basis in BrightGauge.
  • Appliance Name
  • Drive Volume Backed-Up
  • Local Space Used
  • Execution Date
  • Finished Count
  • Error Count
  • Duplicate Count
  • Canceled Count
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