Item: ConnectWise PSA
Rating: 10
Author: Verified User

Overall Satisfaction with BrightGauge

Use Cases and Deployment Scope

We currently use BrightGauge to give us real-time technician & company stats, information, etc. BrightGauge lets us know if there are "stale" tickets so our Dispatch team can pinpoint which tickets they need to request updates on. It shows us how many tickets each of our technicians is assigned to work on for workflow. It shows us how many tickets each technician has resolved in the last week. Who the leaders are, who may need assistance, and who has fallen behind. We also use BrightGauge for project ticket tracking & to show us Dispatch Coordinator statistics as well. BrightGauge helps us pinpoint areas we need to focus on.

Pros and Cons

Pros

Offers real-time statistics
Gives the ability to create numerous different gauges
Helps our management team identify possible areas of concerns
Able to send out a weekly summary report

Cons

Creating gauges can be time-consuming and difficult
Sometimes the statistics/live feedback is lagging or behind
We often have to fix gauges after a software update as they appear to be broken/no longer working

Likelihood to Recommend

BrightGauge is excellent for measuring various things. We can create gauges to measure almost anything we desire. We have gauges that show us how many calls a specific Dispatcher has taken in a day. How many tickets they have created. How many services and project tickets a technician is assigned to work. How many they have completed. BrightGauge tells us how these tickets are coming in, whether it be by phone, chat, email, etc.

It might not be appropriate for urgent things, as real-time feedback is sometimes lagging.

Comments

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BrightGauge has been a great tool for our company