Creating Weekly Support Dashboard for Client: How I Structure It

One of the major duties of a Project Manager is to share the weekly report about the health and progress of the ongoing Project or Operation. We usually collect details of service requests from any of the tools like Service Now, Azure DevOps Board, and Jira etc. End Users usually log their incidents on online issue tracker tools and the support team updates the status after the issue is resolved.

 

Many tools comprise of inbuilt reports already but often the inbuilt status report is unable to give the tailor-made picture to the client. In such cases client needs their weekly report customized. That is when the role of the Project Manager starts. PMs Collect raw data from these tools, develop and customize it according to the needs of the client.

 

Today let me shed light on the process I am personally using with my current project of developing a weekly support dashboard for my client.

 

Filter Data and Graph Plotting 

 

• Extract the data that is resolved (current week) and the unresolved data (pending)
• Segregate and mark the incidents logged in the previous and the current week
• Further, the data is bifurcated into two parts: Issues and Service Request
• Moving ahead, I divide the resolved incidents level wise and issue-type wise
• We come to know a number of carried forward incidents after subtracting the number of resolved incidents from open incidents for the given week
• For all the open incidents I will divide it into three categories: Active, Awaiting information from the third party and Awaiting user information
• I then create Pivot tables for all the Active incidents, Issues, and Service Types according to priority. I plot all the data for visual representation on excel graph with proper data labels and Legend

 

 

 

Country-wise Segregation of Data

 

• In this kind of segregation, we filter out data according to the countries and brands.
• The tickets logged in the current week are taken into account and display the data with a small summary
• We may also add data related to application performance

 

 

 

 

At the end of the dashboard, I present key updates from the reported week. I also exhibit:

• Development activities
• Support activities
• Risks, Dependencies and Action items 
• Issues of the project 

It also includes:

• Discussing with the client about the pending points 
• Highlighting the initiatives taken in the project

 

 

 

 

Here is a peep into my existing dashboard. However it is primarily an individual’s discretion on how and what he/she wants to use for their dashboard presentation. Depending on the needs and asks of the client the same can be altered or elaborated.