Summary

• What is Crewhu Trends
• How to access
• Welcome interface
  
• Configure a source
  
• Create a metric
  
• View metric details
• Disable a metric
  
• Edit a source
  
• Use a metric to update a contest
  
• How the metrics are calculated
  

What is Crewhu Trends

Crewhu Trends is a powerful analytics module designed to help companies monitor and optimize team performance. By integrating key metrics from various management tools, Crewhu Trends provides a centralized, comprehensive view of team results, highlighting strengths and identifying areas for improvement. With real-time insights and visual dashboards, businesses can track progress, set data-driven goals, and make informed decisions that drive continuous growth and innovation. This module empowers leaders to transform raw data into actionable plans, ensuring every step taken aligns with strategic objectives and enhances overall team efficiency.

How to access

To access Crewhu Trends, simply select the corresponding menu option in the header of Crewhu.

If your credentials allow access to Crewhu Trends, you will be redirected directly to the Welcome Interface. Otherwise, a login screen will be displayed and you will need to authenticate to Crewhu Trends using your Crewhu username and password.

Welcome interface

After logging in, the system will display a welcome interface with tips for getting started within Crewhu Trends.

To view a metric, you must first configure the desired source.

Configure a source

Configuring a new source is simple. Just click on the desired source from the list of available sources. The system will display a side window where you can enter the integration information for the selected source. After entering the required data, click on “Test Integration” to validate if everything is correct and the integration was successful. Then, click “Save” to complete the configuration.

Data Source Permissions

For Crewhu Trends to successfully collect and analyze data from integrated systems, it is essential to configure the appropriate permissions for each data source. When integrating a new source, such as ConnectWise or Autotask, you will be required to grant API access permissions. These permissions should be aligned with the specific data metrics you want to track, ensuring that Crewhu Trends can access and update the necessary information without security issues.

 

You can check how to create credentials and all permissions required by Crewhu Trends for Connectwise and Autotask.

Create a metric

After setting a data source, the available metrics for this source are shown in the “Metrics” menu.

All metrics will be created based on the available metrics. To create a new metric, click the “Create Metric” button.

The initial screen of the metric creation flow is displayed and you must enter the data for the new metric:

1. Name: This is the name that you will use to identify this metric. Remember that this name must represent the filter selected for the metric, such as “Service Desk Metric” for a metric that will filter by the “Service Desk” board, for example.
2. Source: The data source that this metric will use. All data sources enabled for your account are listed.
3. Metric: The metric that will be used as a basis for the metric.

After selecting the desired data, click “Next”.

Now we will select the filters for this metric. Select the filters you want to apply to the metric. Remember, you can always create a new metric with other filters.

That's it. The metric has been created and now appears on your dashboard.

Note:
Once a new metric is created, the system will immediately work on fetching past data from up to two months, if available. This process can take up to an hour, depending on how much data needs to be parsed through.

View metric details

To view the details of a metric, simply click on the metric's chart in the active metric list. This will open a detailed view, showing more in-depth data and trends for that specific metric. The same data display pattern applies to any selected metric.

Note:
For the Autotask source, metrics are calculated every hour on the dot (i.e at 01:00AM, 02:00AM, etc).
For the ConnectWise source, metrics are updated continuously.

Average, and average per employee

In the view, two different cards are displayed, allowing a more detailed analysis of the selected metric. The first card, titled Average, shows the weekly average of the metric for the current quarter, highlighting the overall team performance. The second card, Average/Employee, presents the weekly average of the metric per employee during the same period, providing a more accurate view of individual performance. These cards also display percentage variations, making it easier to track trends and changes compared to the previous quarter.

Individual performance

This chart presents a comparison of the average metric data (in this example, Resolved Tickets) for all employees with the evolution of a specific employee. The comparison period covers the last 5 weeks.

To display an employee's data on the chart, simply select them from the list. While the blue line shows the average among all employees, the pink line shows the evolution of a specific employee.

Top 10 employees (weekly)

The top 10 employees listing displays a ranking of the 10 best-performing employees in the selected metric for the current week.

Disable a metric

Disabling a metric is very simple. Just click on the three dots above the metric’s main chart and then select the ‘Disable metric’ option.

A confirmation message will be displayed. To complete the deactivation of the metric, simply click on Disable in the confirmation modal.

Important:
If a metric is being used in a contest and is disabled, the contest will stop receiving data updates.

Edit a source

It is possible to edit the configuration data of a source. To do so, simply click on the three dots above the source and then select the Edit option. A side panel with the source details will be displayed. Just change the desired data, test the integration, and if everything is correct, the Save button will be enabled to apply the changes.

Use a metric to update a contest

The metrics activated in Crewhu Trends can be used to automatically update contests in Crewhu. To do this, it’s simple: just access the contest creation interface in Crewhu and then select the Trends Metrics option in the Source field. All available metrics will be displayed in the Trends Metric field below.

How the metrics are calculated

Resolved Tickets

For this metric we get a list of the Resolved Tickets on the timeframe.

This metric is important to show you your full ticket solving capacity and then improving it with our integrated contests

Utilization based on time entry

For this metric we get a list of Time Entries on the timeframe. Then we get the total capacity of your team, adding all the values of Daily Capacity, multiplying the amount of days on the timeframe. We will check the holidays created on your PSA, to possibly subtract the days.

With the total of time entries and the total capacity, we simply divide them, generating a percentage.

Utilization based on billable hours

This metric is directly related to “Utilization based on time entry”. The only difference is that we get only the billable hours instead of the total amount of time entries.

Percentage of resolved tickets with time entry

For this metric we get a list of the Resolved Tickets on the timeframe and check the amount of them that have time entries. Then we divide that amount by the total of Resolved Tickets

Example: You have 10 Resolved tickets, but only 3 of those have time entries allocated to them. That means that you have 30% in this metric