The Technician overview dashboard is one of Atera's preset analytical reports. It displays metrics on tickets by technician, average first response and resolution time, and more.
Note:
- The Access reports permission is required to view preset analytical reports.
- Analytical reports are available to Expert, Master, and Enterprise users.
- Analytical reports are available to Growth, Power, and Superpower users.
Understanding the Technician overview report
The Technician overview dashboard displays the following:
- Ticket Summary: The total number of tickets opened in the selected period and the total duration and average duration per ticket.
- Average First Response Time: Measured in hours.
- Average Resolution Time: Measured in hours.
- Ticket SLA Category: A pie chart showing the amount of open and closed tickets in relation to SLA closure targets. Learn more
- Tickets by Technician: A bar graph with the technician breakdown per quarter.
- Technician Overview: A table detailing the total number of tickets opened by technicians, including the total ticket duration (measured in hours), the average ticket duration (measured in hours), the average first response time (measured in hours), the number of tickets exceeding SLA, the number of tickets closed within SLA, and the number of open tickets within SLA, per technician.
You can filter the Technician Overview Dashboard by date, customer name, technician name, ticket status, ticket type, ticket priority, ticket impact, ticket source, ticket auto-tags, manually added ticket tags, alert status, alert severity level, alert category, and device type.
Generate a Technician overview report
1. From the sidebar, click Reports.
The Reports page appears.
2. From Analytical reports > Presets, click Technician overview.
The Technician overview dashboard appears.
