Effective tracking of Key Performance Indicators (KPIs) is essential for measuring service efficiency and ensuring your team consistently meets operational goals.


Within MSP Bots, you can configure a wide range of KPI settings, covering not only SLA metrics but also Work Types, service boards, and other performance parameters for all KPIs.


These configurations directly influence the insights you see in TeamGPS. By fine-tuning KPI settings in MSP Bots and syncing them with TeamGPS, you ensure that your dashboards and scorecards accurately reflect your organisation's priorities.

TABLE OF CONTENTS

Step-by-Step Guide to Configure KPI Settings


  • Log in to MSP Bots
    Sign in to your MSP Bots account using your credentials.
  • Navigate to Apps
    From the left-hand menu, select Apps.
  • Open the Team GPS Package
    Locate and click on the Team GPS Package to access its configuration options.
  • Access KPI Settings
    In the top-right corner, open the Settings drop-down and select Team GPS KPI Settings.

  • Customise KPI Configurations
    • Within this section, you can:
      • Adjust SLA priorities (for example, Priority 1, 2, and 3) and assign the relevant SLAs under each level.
      • Define which Work Types should be included or excluded to ensure accurate KPI calculations.
      • Specify the service boards that each KPI should reference for consistent data collection.
  • Fine-Tune Individual KPIs
    Navigate to specific KPIs to update their board status or other relevant details based on your operational requirements.

  • Sync your PSA tool settings
    For some KPIs, you’ll see a “Change calculations” option with a toggle switch beneath it.

    Turn this on if you want the KPI to use the calculation settings from your PSA tool instead of the default values in MSP Bots.

  • Save the settings
    Ensure to save the changes you updated in the page.


Syncing Changes to TeamGPS


Once all settings are configured in MSP Bots, follow these steps to ensure the changes are reflected in TeamGPS:

  • Refresh the TeamGPS Integration
    • Go to your TeamGPS tenant.
    • Navigate to Integrations → Scorecard Integrations.
    • Toggle the integration off for about a minute, then toggle it on again.
    • This refresh ensures the changes made in MSP Bots are pushed to TeamGPS.

  • Allow Sync Time
    The system may take around 15–30 minutes to sync the updated data.
  • Verify the Updates
    After the sync window, go to the Dashboard in TeamGPS and confirm that the KPI data reflects the new settings.