click a slice to see that technician's closed tickets
SLA
average time per milestone (hours)
Opened Tickets by Client
top clients in range
Tickets by Day of Week
local time, Eastern
Data Notes
Toggle between Help Desk, Escalation, and Tier 3 boards using the switch at the top — all KPIs, charts, and click-throughs update for whichever board is selected.
Use the "Client contains" box to scope everything on the page to companies whose name includes that text (case-insensitive) — defaults to ICON, which currently matches 27 distinct ICON-branded practice locations. Clear the box to see all clients again.
All figures exclude automated Server Down alerts (device offline monitoring tickets), matching your Power Query's exact filter.
Dates/times use Eastern Time with automatic daylight-saving adjustment, matching your DAX measures.
SLA Assigned/Work Started/Resolution use your exact formulas: skipped-minutes fields added back in, business-hours filtering (weekdays 8am–6pm Eastern) for Assigned, cumulative phase summation for Work Started and Resolution.
Hours Per Ticket = total logged hours ÷ closed tickets in range (sums all time entries per ticket).
Currently Open reflects live open-ticket count as of report generation — not affected by the date range picker.
Tier 3 is a newer board (created ~April 2026) — earlier months will show little to no data for it, which is expected, not a bug.
Data covers Jan 1 – Jul 27, 2026. Select any range within this window above.