At Atera, we know that we could never keep up the momentum of innovation and growth without our awesome Atera community. That’s why we love our Feature Board, where users can vote for the tools and features that they want to see in the Atera platform, and we can take those ideas and make them a reality.
This month, we’re launching one of our most often-requested features, advanced reporting. With the support of advanced reports, we’re excited to see all Atera users gain greater and deeper insight into their own business operations, and where relevant, those of their customers. Here’s how you can use Atera’s advanced reporting… right now!
Explorer vs. Viewer: What does it mean?
The capabilities of advanced reporting are split between two different categories of users. First, there are Viewers. This is available to Growth and Power MSP users, and Expert and Master IT department users. The Viewer persona provides the ability to view, filter, schedule, and interact with Atera’s five preset dashboards, which we will discuss below.
For Power and Master users only, you can unlock Explorer capabilities. This means you can also create your own custom dashboard and reports, and then filter, view, merge and schedule these according to your needs. As long as you have Admin permissions, you’ll be able to create up to 20 unique customized reports, alongside 3 dashboards.
What are the 5 preset dashboards?
As a Viewer, Atera’s 5 preset dashboards provide a whole slew of value for you and your business. Here’s what you can do with each one in more detail. Remember: All the tiles on each dashboard are interactive and can be clicked on to drill down into that area with greater granularity.
On the Hardware Inventory dashboard, you will be able to see the total number of devices, categorized by device type — for example, how many Windows PCs, Windows Server, MAC, Linux Server or PC, TCP, SNMP, HTTP, and Generic you are monitoring. You can view a bar graph that shows the CPU core count, the CPU clock speed, Operating Systems, and Operating Environments. There is insightful information about disks, including the disk type, such as HDD, IDE, SATA, etc., and the available disk capacity, so that you can take action if this falls below a certain threshold.
You’ll also see a bar graph that displays the memory on agent-monitored devices, and greater detail on non-agent devices, and SNMP devices. You can play with this dashboard by filtering your view, looking at the dashboard by customer name, folder type, device time, and even OS environment.
The second preset dashboard is the Customer Tickets dashboard. At a glance, you’ll be able to choose a period of time, and view how many tickets have been opened during this period, alongside the total duration and the average duration per ticket. View the number of customers, the ticket volume per customer for a specific period of time or per quarter, and view tickets alongside SLA requirements, too. This means you can see with ease which tickets are within their SLA terms, and which have exceeded them.
The Customer Overview section of this dashboard allows you to see everything you need to know, including how many tickets have been opened, the average duration, the average first response time, the relationship with SLA, and how these tickets have been handled by specific technicians.
Ever wondered how your technicians are performing, really? The Technician Overview dashboard allows managers to answer exactly this question. They can learn who are their most effective technicians, all the better to support the team in gathering best practices or rewarding results. Leaders can also see who is struggling, channeling support in the right direction, or taking appropriate measures.
On the Technician Overview dashboard, you can see the total number of tickets opened, their duration, first response time, and average resolution time — measured in hours. You can compare this with SLA requirements, and view the technician breakdown per quarter. Each technician can be looked at in a silo, understanding for example, how their first response or resolution times compare to others. Get truly granular by filtering by details such as the priority of the tickets, the ticket type, the source, alert category, the severity level, and more. This will allow you to speak to technicians with the data to hand to set relevant goals and expectations for improvement.
Get deeper insight into your alerts with the Ticket Alerts dashboard. Here, you can see at a glance how many alerts you have open in each category, Critical, Warning and Information. You can also view the information by category, to see which severity level is impacting what areas, such as Disk, Hardware, or Performance, or which devices. For example, you might see there is a critical alert impacting all Linux Server devices, or a warning alert on all Windows PCs which is having a negative impact on performance.
For example, you might see there is a critical alert impacting all Linux Server devices, or a warning alert on all Windows PCs which is having a negative impact on performance. With Atera’s powerful Linux RMM capabilities, you can efficiently manage and address these alerts to ensure smooth operations.
From this dashboard, you’ll also get insight into the alerts themselves. How long has the alert been happening for, and how severe has it been throughout this time? What devices are the alerts impacting, what’s the status of the alerts, and which technicians or customers are they related to? Segment alerts by categories such as Windows or Mac, and get all the information you need at your fingertips.
The final preset dashboard is the Ticketing Summary, which gives more of a high-level view of all your tickets. It answers questions such as:
- How many tickets have been opened in any given period? Learn ahead of time if demand is growing, and in what areas.
- Have these tickets exceeded their SLA, or were they closed within the SLA-governed time period? This helps you to spot overdue tickets ASAP.
- How were these tickets generated? Which of these tickets were generated manually, and which by warning or critical alerts, or by the Customer Portal?
- Do these tickets have technicians or agents assigned to them, and what is their status? Great for following up if a ticket seems sticky.
- When were these tickets created, what hour of the day, and what day of the week? This allows technicians to get a feel for busy periods and spikes in demand.
As always, there are in-depth filtering capabilities, including by customer name, technician, status, priority, alert severity, or device type.
With any of these 5 preset dashboards, Viewers can schedule these to be sent by email ahead of time, download the dashboard locally, or even specific tiles of the dashboard to save or utilize elsewhere or filter the dashboards by any relevant value set.
For Explorers, the sky’s the limit
If you’re on Power or Master plans, the only limit to Atera’s Advanced Reporting is your own imagination. You will have your own personalized folder for your custom reports, and you can choose from any category you could imagine, including hardware, IP addresses, tickets, customers, agents, and more. You can build out subcategories in the same way, and filter to choose the right time period, device types, or customers, and you’re seconds away from some powerful data visualizations. You can design the report however it makes sense, with Atera’s intuitive drag-and-drop interface working for you. Save the report locally, add it to one of your existing dashboards, or create up to three new dashboards from scratch.
One example that we gave in our recent Advanced Reporting Webinar was to create a dashboard called Upgrade Opportunities. Here you would create a report which showed how many devices were running on a specific Operating System, but with a limited amount of memory, as well as how many devices had a dangerously low percentage of disk space. You could add devices running on end-of-life software to the mix, and create a total view of places where you can upsell and cross-sell at the next TBR.
We can’t wait to see what the Atera IT community comes up with when using Advanced Reports. We’ve created the Explorer capabilities to be as flexible as possible so that you can make them work for your exact business needs. At the same time, we’re sure you’ll agree that our preset dashboards mean that Viewers are also pumping up their capabilities and insight!
As always, we’re here to help. Make sure to reach out if you have any questions, or want to share some reporting wins!