Automated Custom Metrics: how to create automated contests using metrics important to your business

Requirements:

A Crewhu Badass account with Admin permissions.

Business Purpose:

To get everyone on the same page quickly you need to set goals, measure results and reinforce achievement through recognition and rewards. One great way is through contests. Contests are the quickest way to create engagement because they are fun for the team and it creates healthy competition.

You should always have a contest running although it is good to change the contests at least quarterly to maintain interest and high engagement.

In this document, we will discuss how to create an automated contest using Connectwise Report Writer for the number of tickets closed per employee. You can use Connectwise report writer to create automated contests for any metric tracked in Connectwise.

Use Case

Are you a Badass MSP? Then you probably want to or already track your KPIs and set goals. With Crewhu, you will be able to create automated contests for your most important KPIs to drive results. Cool right?

In the use case below, I created a Metric and Smart Contest in Crewhu, and a Report in Connectwise to automatically track the following KPI: number of tickets closed by employees in one month.

Below are the steps and screenshots:

Crewhu Setup:

1) Create an external metric in Crewhu

Go to Setup > External Metrics and click Add. Fill in the fields and click Save.

Below is the metric that I created for this example: Number of Tickets Solved.

The intention is to be able to use this metric in several Contests with different timeframes (i.e day, week, annual, etc).

For more information about external metrics, simply click on the following link:
External-Metrics-Purpose-and-Setup

2) Create a Smart Contest using this metric.

Go to Operations > Contests and click Add. Fill in the required fields and click Save.

Below is the screenshot of the contest created for this example.

Note that I chose the external metric as the source and selected the metric that I customized on step 1.

More information about contests at Create Smart Contests

3) Get the contest smart email address.

Go to Operations > Contests and locate the contest you just created.

Click on the Active dropdown menu and then on Edit, as in the image below:

Scroll down the contest setup page to find the Contest Email Address (created after you saved the contest on step 2) then click on Copy Address:

This unique smart contest email created by Crewhu will be used in Connectwise to automatically update the contest leaderboard. The one from the example above is:

X1zuNngpl2+yourcompanyname+contest+numberofticketsclosed+MO@test.crewhu.com

Connectwise Setup:

The screenshots below were taken from Connectwise Report Writer to be used for this specific example/metric. The report below will show the member_id and the number of tickets solved in the current month.

If you have any doubts about creating reports in Connectwise, we recommend contacting a specialist from Connectwise and seek advice on the appropriate Data Source, Fields and Filter to use on their Report Writer to track any metrics you need.

1) In Connectwise, go to System > Report Writer and click on New.

For this example, the following tabs were used:

Data Sources:

Search and click on the v_rpt_Service checkbox:

Fields:

Select from the dropdown menus:

Resolved_By, Function Group

SR_Service_RecID, Function Count

Filters:

Select from the dropdown menu:

Date_Resolved_UTC, Operator In Time Period, Value Current Month:

Misc:

Make sure that you paste the smart contest email created on step 3, and choose to Send Email as CSV. Also, set up a scheduled email to automatically update the contest.

If you prefer to update de Contest manually (maybe for a test, to check if the information is populating correctly), you can generate a CSV file from the report in Connectwise and upload this file manually into the contest in Crewhu, by locating the contest, clicking on the Update button and then on Upload CSV.

Below is the log of external updates that an Admin can see in Crewhu by going to Settings > Contests > View Updates Log.

After the update, click on the Active drop-down menu in the contest and click on Leaderboard to see and celebrate the results: