A Learning Journey (Agent Costs + Burden Rates Report) | HaloPSA

Summary

This video presents a Learning Journey on calculating agent costs and burden rates in HaloPSA, demonstrating report creation and common pitfalls.

Highlights

🛠️ Report Creation: Viewers will learn how to draft and create a report step by step.

⚠️ Common Pitfalls: Highlights potential mistakes when navigating agent costs and burden rates.

🔍 Data Exploration: Demonstrates how to extract and analyse ticket data effectively.

💡 SQL Insights: Provides insights into SQL queries for generating relevant reports.

🧭 Understanding Burden Rates: Explains the significance of burden rates in ticket management.

📅 Live Workshop: Engages viewers in a workshop-style format to foster learning.

Key Insights

📈 Learning Journey: The video emphasises a hands-on approach, helping viewers grasp complex concepts through practical application, enhancing understanding of agent costs.

🔗 Importance of Configuration: Proper setup of agent costs is crucial for accurate reporting; viewers learn that static rates can affect historical data analysis.

🧩 SQL Proficiency: Gaining familiarity with SQL is vital for effective report creation in HaloPSA, showcasing the need for continuous learning in tech environments.

📉 Common Errors: The video identifies frequent mistakes in SQL joins and data extraction, stressing the importance of auditing reports for accuracy.

🎯 Focus on Actions: The significance of actions over tickets in calculating costs is underscored, providing clarity on where to pull data from for accurate reporting.

🔄 Dynamic Rates: Understanding that an agent’s burden rate can change necessitates a strategy for managing historical data, reinforcing the need for adaptable reporting practices.

🔄 Continuous Improvement: Encourages viewers to revisit existing reports, fostering a mindset of ongoing enhancement and optimisation in reporting processes.