The Recommended Service Coordinator Dashboard

Service Coordinator Dashboard Assistance

Boy, it would be nice if we could just snap our fingers and the magic would start happening. The reality is, for widgets to empower Technicians and Service Coordinators, the underlying configurations need to be in place first. 

WARNING: for this Service Coordinator dashboard to be fully functional, there are other configurations that need to be in place.

Here is a concise list of what else needs to be done before the configuration can occur. Use the links in the sections below for information on how to complete each step.

Customer’s requests segmented into four workflows (Incidents, Service Requests, Projects, and Recurring visits)

4 Workflows to Help you Manage all Your MSP Customer Requests

Cradle to Grave the Journey of Customer Request Workflows

Using Priorities to segment the four workflows (along with five sub-priorities for Incidents and four sub-priorities for Service Requests)

How to Start the Race to Optimization

Statuses reviewed for SLA Event “Waiting Customer”

– Article coming soon – Sept 20th.

SLA configurations

Click here for an excel download of SLA configurations

Workflow Rules – specifically for “On-Hold” tickets

Workflow Rules: The Hemi of the IT Managed Service Providers

PSA Tool Contract fields that impact the dashboards

Click here for step-by-step instructions

As you know, everyone’s Autotask is a little bit different. For Help tweaking your configs for your Autotask database, book a free coaching call with Steve

Service Coordinator Dashboard Build Guide  

  • Log into Customers Autotask database 
  • Roll over the 3-bars symbol  
  • Select Managed Shared Tabs 
  • Copy: Service Technician SDB-C 
  • Rename: Service Coordinator SDB-C 
  • Save 

Triage Queue 

  • Select: Ready to be Resolve Settings 
  • Widget name/Label: Triage Queue 
  • Description: This is a list of tickets in the Triage Queue which may include tickets with status New, Customer Responded to, and tickets the Techs have sent to the Service Coordinator for help with. 

Filters: 

  • Filter 3: Queue equal to Triage 

Note: if Queue does not exist, use Status New, and Customer Note Added 

  • Filter 4: Priority delete (X) 

Note: If neither of these exist, please this filter may not exist 

  • Save & Close 

Next SLA Summary 

  • Select: SLA -Triage (First Response) Summary 
  • Move to the right of the Triage Queue widget 
  • Settings 
  • Widget Name/Label: Next SLA Summary 
  • Description: Shows the number of tickets coming due and overdue for Triage, Tech Engagement and Completed. 

Sub-Widget 1 

  • Move down a level so it is below Sub-Widget 2 

Sub-Widget 2 

  • No Change 

Sub-Widget 3 

  • Name/Label: Tech Engagement due within 2 hours 
  • Segments: 2 
  • Break Points: 0  2  5 
  • Filter 2: Resolution Plan Due Dynamic Range Now – Now plus 2 hours 
  • Filter 3: Resolution Plan Date is empty 
  • Filter 4: Service Level Agreement is not empty 
  • Copy this Sub-Widget -> Yes 

Sub-Widget 4 

  • Name/Label: Tech Engagement Overdue 
  • Break Points: 0  5  10 
  • Filter 2: Resolution Plan Due Dynamic Range – Now 
  • Copy Sub-Widget 3 -> Yes 

Sub-Widget 5 

  • Name/Label: Completion due within 4 hours 
  • Filter 2: Resolved Due Dynamic Range Now – Now plus 4 hours 
  • Filter 3: Resolved Date is empty 
  • Copy this Sub-Widget -> Yes 

Sub-Widget 6 

  • Name/Label: Completion Overdue 
  • Break Points: 0  5  10 
  • Filter 2: Resolved Due Dynamic Range – Now 

Layout/Size: 

  • 3 panel 
  • Save and Close 

Out of Office this Week 

  • Move next to SLA Summary 

All Open Tickets 

  • Move My Open Tickets (Non-Recurring) to below Triage Queue 
  • Settings 
  • Widget Name/Label: All Open Tickets (Non-Recurring) 
  • Description: All Open Tickets  plus those that are Overdue, Critical, and with a Customer response – along with Customers Response to anyone in the Company 
  • Color Scheme: Tab Theme 

Sub-Widget 1 

  • Name/label: All Open 
  • Break Points: 10100150200 
  • Filter 2: Primary Resource – delete (X) 

Sub-Widget 2 

  • Break Points: 10 2575100 
  • Filter 2: Primary Resource – delete (X) 

Sub-Widget 3 

  • Filter 3: Primary Resource – delete (X) 
  • Copy this Sub-Widget -> Yes 

Sub-Widget 4 

  • Filter 2: Resource Is Logged in Resource (User) 

Sub-Widget 5 

  • No change

Sub-Widget 6: 

  • Name/Label: Service Coordinator Help Needed 
  • Filter 1: Status Equal To Help Needed 
  • Filter 2: Priority Delete (X)  
  • Save & Close 

SLA-Tech Engagement (Resolution Plan) Summary 

  • Delete -> Yes 

SLA-Completion (Resolved) Summary 

  • Delete -> Yes 

All Waiting Status Tickets: 

  • Widget Name/Label: All Waiting Status Tickets 
  • Filter 3: Primary Resource – delete (X) 
  • Save and Close 

Service Calls Scheduled: 

  • Widget Name/Label: All Service Calls Scheduled 
  • Filter 2: Primary Resource – delete (X) 
  • Save & Close 

TEAM Hours worked this week: 

  • No Changes 

On Hold Tickets 

  • Copy Projects widget 
  • Widget Name/Label: On Hold Tickets 
  • Description: This is a list of tickets in status on hold.  They are off the Technicians radar.  When the due date arrives, a workflow rule will put them back to in progress and they will show up in the assigned Resource’s ready to resolve widget. 
  • Additional Columns: Remove Status 
  • Additional Columns: Add Priority and move to 2nd from the top after Due Date 
  • Filter 1: Priority – delete (X) 
  • Filter 2: Status Equal To On Hold 
  • Filter 3: Resource Delete (X) 
  • Save & Close 
  • Move widget next to Technician Hours Worked this Week 

Projects: 

  • Filter 3: Resource Delete (X) 

Assigned / Completed Ratio over the last 3 months 

  • Delete -> Yes  

My Aged Tickets 

  • Delete -> Yes 

Contracts Expiring (Next 120 Days) 

  • Add a Widget 
  • Select: Choose a Widget from Library > Next 
  • Entity: Contracts 
  • Select: Contracts Expiring (Next 60 days) -> Next 
  • Widget Name/label: Contracts Expiring (Next 120 days) 
  • Description: What contracts are about to expire? This widget shows the number of contracts that are expiring in the next 120 days. 

Sub-Widget 1: 

  • Name/label: Expired Contracts 
  • Filter 1: Contract Type not equal to Fixed Price 
  • Filter 2: End Date Dynamic Range – End of Today  
  • Filter 3: Active Equal to Active 

Sub-Widget 2: 

  • Name/label: Contracts Ending in 4 months 
  • Filter 1: Contract Type not equal to Fixed Price 
  • Filter 2: End Date Dynamic Range Today Plus 3 Months – Today Plus 4 Months 
  • Filter 3: Active Equal to Active 

Sub-Widget 3: 

  • Name/label: Contracts Ending in 3 months 
  • Filter 1: Contract Type not equal to Fixed Price 
  • Filter 2: End Date Dynamic Range Today Plus 2 Months – Today Plus 3 Months 
  • Filter 3: Active Equal to Active 

Sub-Widget 4: 

  • Name/label: Contracts Ending in 2 months 
  • Filter 1: Contract Type not equal to Fixed Price 
  • Filter 2: End Date Dynamic Range Today Plus 1 Month – Today Plus 2 Months 
  • Filter 3: Active Equal to Active

Sub-Widget 5: 

  • Name/label: Contracts Ending Soon 
  • Filter 1: Contract Type not equal to Fixed Price 
  • Filter 2: End Date Dynamic Range Start of Today– Today Plus 1 Month 
  • Filter 3: Active Equal to Active 

Sub-Widget 6: 

  • Count (of Contracts) – Delete (X) 

Layout/Size: 

  • 3 panel 
  • Finish 

Tickets Completed Ready for Billing Review 

  • Copy All Waiting Status Tickets 
  • Widget Name/Label: Completed Tickets Waiting Billing Review 
  • Description: These are tickets that have been completed but not billed yet, and are waiting for billing review  
  • Selected Columns: Remove Company and Title 
  • Additional Columns: Remove all but Contract 
  • Additional Columns: Complete Date, Worked Hours, Hours Billed, Work Type & Contract 
  • Filter1: Complete Date Dynamic Range Today minus 7 days – Now 
  • Filter 2: Ticket (Reviewed Ready to Bill) not equal to Yes 
  • Filter 3: Queue not in list: Monitoring Alert, Post Sales, Sales 

Options: 

  • Display Data Based on …: Complete Date 
  • Display: Earliest 25 
  • Emphasis Column: Hours Billed 
  • Show Header Row: Checked 
  • Show Action Column: Checked 

Layout/Size: 

  • Four Panel 
  • Save & Close 
Service Coordinator Dashboard Assistance

Boy, it would be nice if we could just snap our fingers and the magic would start happening. The reality is, for widgets to empower Technicians and Service Coordinators, the underlying configurations need to be in place first. 

WARNING: for this Service Coordinator dashboard to be fully functional, there are other configurations that need to be in place.

Here is a concise list of what else needs to be done before the configuration can occur. Use the links in the sections below for information on how to complete each step.

Customer’s requests segmented into four workflows (Incidents, Service Requests, Projects, and Recurring visits)

4 Workflows to Help you Manage all Your MSP Customer Requests

Cradle to Grave the Journey of Customer Request Workflows

Using Priorities to segment the four workflows (along with five sub-priorities for Incidents and four sub-priorities for Service Requests)

How to Start the Race to Optimization

Statuses reviewed for SLA Event “Waiting Customer”

– Article coming soon – Sept 20th.

SLA configurations

Click here for an excel download of SLA configurations

Workflow Rules – specifically for “On-Hold” tickets

Workflow Rules: The Hemi of the IT Managed Service Providers

PSA Tool Contract fields that impact the dashboards

Click here for step-by-step instructions

As you know, everyone’s Autotask is a little bit different. For Help tweaking your configs for your Autotask database, book a free coaching call with Steve

How to use the Service Coordinator Dashboard 

Welcome to the Service Coordinator dashboard! This is a narrative of how to use the dashboard.  The goal is to provide a holistic view of all open tickets in the company, the ones the Service Coordinator is responsible for and what is most important for them to be working on, with an awareness of everything else that may become front and center at a moment’s notice. 

Triage Queue widget 

In the top left corner is the most important widget – Triage Queue.  This widget is the Service Coordinator’s primary worklist.  It is a list of all of the tickets that are new, and the ones that were sent to the Service Coordinator for further processing.  The goal here is to keep this widget empty. 

Next SLA Summary: 

This widget tracks ticket flow from the cradle to the grave with the Tech engagement stage in the middle. As a Service Coordinator, you can help a great deal with not disappointing Customers.   

Triage SLA 

The first priority is the Triage SLA. By meeting this SLA, the Techs can engage and remediate in a shorter period and have an easier time meeting the Tech engagement and completion of the SLA. Therefore, you have a better chance of not disappointing the Customer. The Techs are depending on the Service Coordinator to set the stage for success and make their lives easier. 

Tech Engagement SLA 

The Service Coordinator is in the best position to keep an eye on how the techs are meeting Customer expectations. If a Customer Request is coming up on a Tech Engagement SLA due date, you can take the following three steps: 

  • Check on the assigned Tech 

– Look at where the tech is in their Ready to Resolve widget and see if this is the next ticket or not.   

– See if the tech is working his dashboard, onsite, or not in his workspace. 

  • If the assigned Tech is not going to get to the ticket in time, check if there is another Tech who is less busy. 
  • If all else fails, contact the Customer, letting them know that the Techs are working on other Customers, and someone will pick up the ticket as soon as possible. 

Completion SLA 

The Service Coordinator is also in the best position to keep an eye on how the techs are completing requests. If a Customer Request is coming up on a Completion SLA due date, you can take the following steps: 

  • Check on the assigned Tech 

– Look at where the tech is in their Ready to Resolve widget and see if this is the next ticket or not.   

– See if the tech is working his dashboard, onsite, or not in his workspace. 

– See if the Tech is struggling to complete the engagement and ask if it needs to be reassigned in order to meet expectations – review if anyone is available. 

  • Contact the Customer, letting them know that the Techs are working on the issue, but it is taking longer than expected and should be completed as soon as possible. 

Out of Office this Week 

This widget provides an awareness of who is working and who is not.  The idea is, it will save you time trying to track down someone who is unavailable. Also, if you are aware of work that needs to be done, but the person doing the work is off, it gives the team an opportunity to respond in advance rather than after something goes haywire. 

My Open Tickets 

This widget is the one place where every non-recurring ticket that is assigned to you can be accounted for and accessed.   

Total: 

It depends on your operations how many open tickets are manageable at any one time, but in general, less than 20 per Tech is the norm. If the number is over 20 per Tech, the Service Coordinator can bring awareness to the 5 oldest tickets and assist with developing a plan to complete the engagement. Of course, this assumes the Techs can keep up with the new tickets that are flowing into their Ready to Be Resolved widget.  

Overdue: 

These are past due, so not much can be done to keep from disappointing the Customer. The best thing to do is to keep the number from growing by focusing on the other widgets. 

Open Critical: 

Critical Customer Requests have a different protocol (SOP) than any other request. While an all-hands-on-deck approach is too disruptive to the operation, making sure everyone is aware that a Critical Customer Request has come in goes a long way to expedite service to the Customer. When a Critical request has been received, it is the Service Coordinator who knows who is the designated go-to person for Critical tickets. They can quickly alert them one has come in, provide the pertinent information they need to engage immediately, and return to intaking the request, informing the Customer, and monitoring the situation to ensure a smooth cradle to grave experience for the Customer. 

My Customer Responded to Tickets: 

At any time, a Customer, Vendor, or Parts delivery may respond to a ticket in waiting status (there is a first time for everything). When this happens, the ticket is moved to the Ready to Be Resolved queue.  

This sub-widget serves two purposes:  

  1. It alerts you that a response has come in.  
  2. It provides easy access to the ticket by clicking on the number in the circle. 

All Customer Responded to Tickets: 

This sub-widget alerts you that a Customer has responded to any ticket.  The Service Coordinator should click on the number in the circle to check and see if the response is to someone not available, either on PTO or on-site. 

Service Coordinator Help Needed: 

This is a status or UDF that is used to alert the Service Coordinator that assistance is needed, but what is needed does not merit moving the ticket to the Triage Widget. How this sub-widget is used is different from one organization to another. 

Scheduled Tickets with No Future Scheduling: 

These tickets are the Service Coordinators responsibility alone.  

Their action items are: 

  1. Contact the tech to see if they need more time scheduled. 
  2. If the Customer needs to be contacted for verification of completion or if more information is needed. 
  3. If the Tech forgot to put their time in and close the ticket. 

All Waiting Status Tickets 

When a ticket is put into waiting status (Waiting Customer, Waiting Vendor, Waiting Parts, etc.) the SLA clock is paused. The pausing of the clock removes the Next SLA Event Due date/time. The removal of the date/time drops the ticket to the top or bottom of the Ready to Resolve widget and is, therefore, out of priority order. For this reason, we move the ticket to the Waiting Status Tickets widget and prioritize the order by Last Activity Date.   

Please monitor this Widget, and if the Last Activity Date is more than a few days old and the Customer has not responded, pick up the ticket and see what we can do to move it along. For example: ping the Customer, check on the parts, ping the vendor, etc.   

If you know when the response you are waiting for is coming in, feel free to move the status to On Hold and change the due date to when you expect the response. This will move the ticket out of Waiting Status and when the due date is reached, put it back in the assigned Techs Ready to Resolve widget. 

Service Calls Scheduled 

This is a list of the next Scheduled Service Calls. The information helps to know who may be on-site or committed to remote engagements, but they are also times/dates promised to the Customer.   

Team Hours Worked This Week 

This is a collaborative, positive habit-forming widget. It is a subtle reminder of who has not put any time in yet today, or even worse, yet this week. It also provides you an opportunity to be a good team member and encourage the rest of the support team to get their documentation and time in on a real-time basis. For a Service Coordinator, this is important if the Tech is a new hire. It allows the Service Coordinator to assist with the on-boarding of a new hire in grooming good work habits of Real-Time time entry. 

On Hold Tickets: 

There is a widget where on-hold tickets are placed off current views. This is on purpose and provides a place to put non-project tickets where engagement is in the future, mostly due to a Customer’s request. By putting the ticket status equal to On Hold, and setting a future date, Workflow Rules will move the ticket from view and return it to the Ready to Be Resolved widget when the due date arrives. The Service Coordinator is the only one who has a widget showing all tickets on-hold. This is, so the Service Coordinator is in a position to monitor the Workflow Rules in the event they misfire (I know it never happens) 

The Service Coordinator should also receive a Live Report showing any On-Hold tickets with Due Date in the past. 

Projects 

This is a list of project tickets. The Service Call Scheduled widget shows when to work on them, but it’s also easy to access the project information when needed. It is prioritized by the due date, but that doesn’t mean it is in the order the projects need to be worked on, just the order in which they need to be completed. 

Contracts Expiring (Next 120 Days) 

It is a never-ending battle encouraging Customers to renew their contracts.  It starts by alerting the Account Manager when they are coming up for renewal, so they can prepare a proposal and send it to the Customer for signature. If the Contract has not been renewed 30-days before expiration, it would be a good idea to have the Service Coordinator reach out to the Customer and encourage them to “Sign the Papers Old Man.” 

Completed Tickets Waiting Billing Review: 

I am used to the Sales team being responsible for reviewing all tickets/invoices before invoicing the Customer. One MSP has the Service Coordinator do the review, which makes sense and works well. Who else, besides the Tech who did the work, knows more about what is going on or why things are the way they are on the Service Delivery side than the Service Coordinator? They are in the best position to determine if the coding in the ticket is correct or not. 

 

Service Coordinator Dashboard Assistance

Boy, it would be nice if we could just snap our fingers and the magic would start happening. The reality is, for widgets to empower Technicians and Service Coordinators, the underlying configurations need to be in place first. 

WARNING: for this Service Coordinator dashboard to be fully functional, there are other configurations that need to be in place.

Here is a concise list of what else needs to be done before the configuration can occur. Use the links in the sections below for information on how to complete each step.

Customer’s requests segmented into four workflows (Incidents, Service Requests, Projects, and Recurring visits)

4 Workflows to Help you Manage all Your MSP Customer Requests

Cradle to Grave the Journey of Customer Request Workflows

Using Priorities to segment the four workflows (along with five sub-priorities for Incidents and four sub-priorities for Service Requests)

How to Start the Race to Optimization

Statuses reviewed for SLA Event “Waiting Customer”

– Article coming soon – Sept 20th.

SLA configurations

Click here for an excel download of SLA configurations

Workflow Rules – specifically for “On-Hold” tickets

Workflow Rules: The Hemi of the IT Managed Service Providers

PSA Tool Contract fields that impact the dashboards

Click here for step-by-step instructions

As you know, everyone’s Autotask is a little bit different. For Help tweaking your configs for your Autotask database, book a free coaching call with Steve