⚙ Setup Required — CW Manage Tagging + Azure Proxy Configuration ▼ Show setup steps
Step 01 — ConnectWise Manage Create AI_Agent Custom Field Navigate to Setup Tables → Custom Fields → Service Ticket. Add a new Text field (100 chars) with the exact caption: AI_Agent When an AI agent handles or initiates a ticket, write the agent name to this field. Examples: IVR-Triage, NOC-Summarizer, Ticket-Classifier.
Step 02 — ConnectWise Manage Define Resolution vs Escalation Resolved by AI: Ticket closed/completed with no resource reassignment after AI_Agent stamp.
Escalated: Ticket assigned to a human resource after AI_Agent stamp. The API compares assignedTo history against the stamp timestamp.
Step 03 — Azure Function Proxy Configure Proxy Endpoints Add four routes to your existing Azure Function app. Each route accepts a GET from this dashboard and forwards to the vendor API with credentials from Key Vault. See proxy wiring table below. PROXY_BASE = 'https://<your-function>.azurewebsites.net/api'
Step 04 — Microsoft Graph Add Graph Scope to Managed Identity Grant your Function's Managed Identity the Reports.Read.All application permission in Azure AD. The proxy acquires a Graph token using the Managed Identity — no secret needed in Key Vault. az ad app permission add --id <func-client-id> --api 00000003-0000-0000-c000-000000000000 --api-permissions 230c1aed-a721-4c5d-9cb4-a90514e508ef=Role
Azure Function Proxy Endpoints — wire these four routes in your Function app
GET
/api/cw-tickets
→ https://{cw-server}/v4_6_release/apis/3.0/service/tickets
Auth: Basic (CompanyId+PublicKey:PrivateKey)
Pass-through: conditions, fields, pageSize, page
GET
/api/cw-count
→ https://{cw-server}/v4_6_release/apis/3.0/service/tickets/count
Auth: Basic
Pass-through: conditions query param
GET
/api/graph-copilot
→ https://graph.microsoft.com/v1.0/reports/getMicrosoft365CopilotUsageSummary(period='D30')
Auth: Bearer via Managed Identity
Scope: Reports.Read.All
GET
/api/graph-users
→ https://graph.microsoft.com/v1.0/reports/getMicrosoft365CopilotUsageUserDetail(period='D30')
Auth: Bearer via Managed Identity
Returns: CSV — parse activeUsers by feature
Agent Metrics
// CW Manage + M365 Copilot · Live performance data · Sync to benchmark log
Demo Mode
Refreshed just now Auto-refresh in
30s
Resolution Rate
—%
Source: CW Manage API
Escalation Rate
—%
Source: CW Manage API
Avg Time Saved / Ticket
—hr
Source: CW ticket timestamps
Cost / Interaction
—$
Source: Copilot seats ÷ interactions
AI Tickets (30d)
—
Source: CW Manage API
ConnectWise Manage — Ticket Metrics
Last 30 days
Resolution Rate
—
Escalation Rate
—
Avg AI Close Time
—
Avg Human Close Time
—
Time Saved / Ticket
—
Total Volume (30d)
—
Accuracy
Spot-check required — manual entry
User Satisfaction
Survey pending — manual entry
Microsoft Copilot — Usage via Graph API
D30 report · getMicrosoft365CopilotUsageSummary
Active Users (30d)
—
of — licensed
Total Interactions
—
across all features
Seat Cost (est.)
—
@ $30/seat/month
Cost / Interaction
—
calculated from above
Usage by Feature (active users)
Cost/interaction = ( licensed seats × $30 ) ÷ total interactions
Time saved/week = ( human avg – AI avg ) × weekly volume
Source: Graph API getMicrosoft365CopilotUsageSummary(period='D30')
Live Ticket Feed — AI-Tagged Tickets
CW Manage · customFields/caption="AI_Agent"
ID Summary AI Agent Status AI Close Time Date
⇄
Sync to Benchmark Log
Packages the current agent metrics (resolution, escalation, time saved, cost) into the benchmark log entry format. Opens the benchmark log with fields pre-filled — add accuracy and satisfaction manually, then save.
Not synced yet