Authored by Eamon Magan
Description of reports available with Cognition360
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If you have Admin access to the Cognition360 Power BI Workspaces. The link Power BI - Adding App Permissions outlines how to add users to the Power BI reports/apps permissions.
Below is a brief overview of the Power BI apps and reports published:
Agreement Labor Forecast – shows the impact of additional MMR for tickets and labor per month over the first year of taking on a new agreement.
Agreement Cross Sell – view showing which customer has an active agreement and against which agreement type. Allows you to see which customers could be sold/upgraded to another agreement type that they are currently not on.
Agreement Renewals – view showing which agreements have ended in the last 30 days, are ending in the next 30 days, are ending in the next 31-90 days. Based on the value of the End Date of the agreement. Plus any agreement close to a yearly anniversary.
Time Entry Benchmark – report showing the benchmark value for Time Entry Quality. This benchmark is the lowest either the Timeliness or Utilization values for the period selected. Report details by time entries the reason for the timeliness score so that users can see how they can improve their scores. Overlap time data is also available in this report.
Ticket Quality Benchmark – report showing the benchmark value for Ticket Quality. This benchmark is a combination of nine measures on the ticket data across Type, Subtype, SLA, Contact Attached etc.. Report information page on the report details the measures included in the benchmark and how the overall score is calculated.
Customer Business Review - internal version of the QBR report on Ticket & Agreement metrics on Active and Closed tickets, tickets entered and resolved in last and previous months and quarters. Common Issues data on who is submitting tickets, with ticket Type, Subtype and Item analysis. Customer Satisfaction data if it is available CW Manage. Computer Information from the configuration device data.
Customer Interactions – shows data on labor touch points for each customer in relation to user devices managed/recorded for that customer and by customer staff. Allows the user to see which customers and customer staff are generating the most tickets and associated labor. Report has a self-service page to allow for root cause analysis across interactions per ticket based off of dimensions selected by the user.
Customer Review – QBR type report that allows the user to see ticket and labor information for a customer for a period of time. For tickets, report shows how tickets are logged, for what common issue, by contact and board.
Customer Rating - report uses financial and project data to rate each customer across Gross Margin, Current MRR, Total Revenue and Project Labor. With a score applied to each metric, where the metric values are divided into groups of ten based on the split between top and bottom values. The weighting for each metric is applied to achieve the Customer Rating score. Customer Quality Score is a metric that compares.
Quarterly Business Review - shows QBR data on Ticket & Agreement metrics on Active and Closed tickets, tickets entered and resolved in last and previous months and quarters. Common Issues data on who is submitting tickets, with ticket Type, Subtype and Item analysis. Customer Satisfaction data if it is available CW Manage. Computer Information from the configuration device data.
Agreement Additions (New | Cancelled) – review new agreement additions in the period and cancelled additions. This report allows you to review agreement changes to ensure the billed products are correct prior to generating the billing from CW Manage.
Agreement Churn – information on agreement churn based on quantity and agreement value.
Agreement Hard Costs – view current and historical hard costs. See which agreements have potential high hard cost values. Compare hard costs on products to identify differences in unit costs.
Agreement Invoice Comparison – review agreement invoicing for last, current and next period. See which agreements are showing differences, allows the user to quickly review month on month differences ahead of billing to customers.
Agreement Lifetime Value – view agreement data over the life of the agreement. Contains logic to show potential lifetime value of new MRR, based on the current agreement history.
Agreement Product Profitability – profitability of agreement products.
Agreement Profitability – profitability of agreements with tracking over time of the agreement value changes versus actual labor. Report also shows trends on monthly Margins and Billing (Effective) rates.
Common Issues - analyze common issues your organization is working on over a selected date range compared to the last 12 months. Across ticket Type, Subtype and Item for tickets and labor (hours/Costs).
Customer Profitability – profitability per customer for Agreement, Project Sales Orders and Service tickets.
Invoice Payments – review all invoice data in CW Manage, paid and outstanding.
Labor Work Type Costs – analyze data on labor work types recorded and the associated staff costs. See which areas of time entry are recording the highest staff costs. View splits on Agreement, Project, Service and Charge Code costs.
Project Profitability – profit reporting for projects. Shows Closed and Active data, across labor and overall project profit.
Service Profitability – profit reporting for service tickets.
Customer Project Summary – view individual project data to quickly see the progress on a project. Report and views could be presented to a customer as part of the project management process.
Project Resource Efficiency – data on staff efficiency for project tickets. Detailing by staff the project tickets that are under and over budget.
Project Summary – view active or closed projects across your organization, project manager or customer. See data on which projects are running on track for budget and those which are not. Drill through to project phase, ticket and labor data. Report also shows information on active project scheduled resources and resource schedules across all projects. This allows you to plan resources for future projects.
Project Work Plan – view of the project work plan with Billable Hours.
Resource Availability Planning – schedule data presented to show which Team/Resources have capacity available to take on addition work i.e. a new project. Requires the use of the CW Schedule module to ensure all time is schedule in order to see available capacity.
Sales Activities – view activities on Opportunities for Closed and Open activity data.
Sales Dashboard – view historical and current opportunity data. View by opportunity status, sales & margins by Type, Sales Rep and Customer.
Sales Revenue Tracker – view MRR, Product and Professional Service opportunity data. This report can track against monthly targets if they are available.
Service Delivery app:
Active Tickets – view on active tickets by board. Information shown by last update and ticket age so that you can see how well tickets are being actively managed in your organization.
Active Ticket Closure Analysis - report uses the ticket issue to calculate an average resolution time for closed tickets over the past 6 months. Then applies the average resolution value to the current active tickets. Taking away time already spent on the active ticket, it shows the potential time to close all active tickets, based on the historical resolution time for similar tickets.
Charge Codes – analyze time recorded against charge codes.
Common Issues (Service Delivery) - analyze common issues your organization is working on over a selected date range compared to the last 12 months. Across ticket Type, Subtype and Item for tickets and labor.
Configuration Tickets – view of configuration data assigned to tickets. See which configuration is generating the most tickets and labor.
Configurations – view of configuration data held in CW Manage.
Customer Teams – review CW Manage customer team data. See which staff are recorded under which Role for the customer. See which staff are recorded under which Role.
Data Overview (Workspace only) – direct report to the Cognition360 data warehouse that allows you see how up to date your data is in the data warehouse. Report is a useful to check that report data is up to date.
Labor Capacity Overages – shows data for daily total labor hours recorded by staff that is over their daily capacity. Allows the user to investigate if overages are billable or not.
Schedule Compliance – review of schedule data to recorded time. Allows the user to check if schedule time has been recorded.
Team Utilization – utilization and realization data for teams and team staff. Trending over the last 12 months and comparison by team staff.
Team Utilization (Last 7 Days) – version of team utilization for the last 7 days. Useful for setting up as a subscription.
Technician Efficiency – data on staff efficiency for all customer tickets and labor.
Ticket Daily Stats – view showing daily trends for entered, closed and active tickets. Report shows trending and forecasting which can be useful for resource allocation.
Ticket KPIs - shows ticket KPIs and metrics for Closed tickets over a selected period. Filters available on Business Unit and Board. Data views for Business Unit, Board, Customer and Technician who resolved the ticket.
Ticket Labor Analysis – view labor against Customer, Board and Ticket Type/Subtype.
Ticket Lifecycle – view that uses the ticket audit data to show by category which statuses tickets are in the most time for.
Time Resolve Time Analysis – machine learning Power BI report that shows a range of influencers on the time to resolve a ticket. Information is showed by Ticket Type, Subtype, Technician, Customer and Configuration. Output can be view for influencers that give a Good, Average or Poor ticket resolution time.
Ticket SLA Insights – view showing SLA percentages achieved by Response, Plan and Resolved. Uses the CW Manage SLA data and allows you to see the data at an Organization, Board or Customer level.
Work Type Usage - analyze data on labor work types recorded and the labor hours recorded. See which areas of time entry are recording the highest labor hours. View splits on Agreement, Project, Service and Charge Code hours.
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