Authored by Christy Perez
Full list of all reports listed by app
Here is a list of most of the reports that you can access with Cognition360. In each of these reports you can drill down and get further data insights that you need. If you do not see the report you are looking for let us know - we can probably pull it for you.
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 TBR 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 – TBR type report(see below is this list) 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.
Technology Business Review - shows TBR 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 Addition Billing – report shows additions/products billed on the agreement over historical periods. This allows the user to view changes in billing at the addition level. View the data at the Agreement Type level and onwards by Customer and Agreement. Or view from the Addition level by product Class, Type, Category, Subcategory and Product ID. Drill through is available down to the Product ID and Billing level, which allows the user to see the fluctuations in billed for an addition over time.
Agreement Additions (New - Cancelled) – View new or cancelled additions for a time period. Useful report for account managers to confirm that changes to agreements have been made.
Agreement Churn – information on agreement churn based on quantity and agreement value.
Agreement Future Billing – Report takes the agreement data and projects the value to be billed each month, based on the values currently stored in ConnectWise Manage. When an agreement is set to expire in the future, it will only be reported up to that date. Likewise, for additions all future expired and new/effective dates are considered in the data reported.
Report allows you to see future billing values based on your current agreement set up. Let’s you see the increases and decreases over the coming months. Drill through is available to allow the user to see the agreement data behind the numbers..
Agreement Hard Costs – report to allow the user to see all hard costs (costs on agreement additions) in one place. Quickly see additions with zero cost or additions with a cost higher than the price. Compare costs for an addition across all agreements to check the correct costs are applied.
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 – profit report for agreement products (additions). View data for a single or multiple customers. View data for a product across all agreements.
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 across labor per customer for Agreement, Project and Service tickets. View by select monthly period.
Invoice Payments – review all invoice data in CW Manage.
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.
Quote to Cash – report allows the user to view Won opportunity data and the related billing/invoice data from CW Manage. View which opportunities are yet to be invoiced in full/or partial based on the expected opportunity revenue. Also see the lag for invoicing to be sent on Won opportunities.
Service Profitability – profit reporting for service (time and materials) tickets.
Staff Profitability – profitability by Team and Staff. Billable amount is adjusted for fixed project and ticket data. Agreement data is that labor applied to the agreement only.
Time Entry Billing – view unbilled billable/invoiceable time entry data for Project and Service (Non Agreement) tickets. Report allows the user to identify billable labor for the current and past periods that could be invoiced.
Active Project Tickets – 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 Phase Details – summary of project phases and tickets associated to the phase. See the performance of the phase in relation to delivery requirements.
Project Resource Efficiency – data on staff efficiency for project tickets. Detailing by staff the project tickets that are under and over budget.
Project Schedule Compliance – review of schedule data to recorded time. Allows the user to check if schedule time has been recorded on project tickets.
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.
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.
Opportunity Dashboard– view opportunity data based on when the opportunity was created. View won, lost and open data.
Products Sold– view product procurement data. For products sold on Sales Orders, Ticket or Projects. See which products are sold in a period and to which customers. See the products a customer has purchased.
Sales Activities – view activities on Opportunities for Closed and Open activity data.
Sales Audit Analysis – analyze audit data on the Opportunities.
Sales Dashboard – view historical and current opportunity data. View by opportunity status, sales & margins by Type, Sales Rep and Customer.
Sales Pipeline Tracker – report shows win ratio calculated on historical data of when Opportunity was open and for each month it was expected to close.
Sales Orders – report shows data for closed and active Sale Orders.
Sales Pipeline – report shows pipeline opportunity data.
Sales Ranking – reports on sales staff quotas and Opportunities won.
Sales Revenue Tracker – view MRR, Product and Professional Service opportunity data. This report can track against monthly targets if they are available.
Sales Stage Tracking – audit data on Opportunity showing movement between Stages. Allows the user to see the average time between stages.
Ticket Products– report shows data for tickets with a Product attached to it. Can be useful for procurement reporting if you convert a product sale to a ticket rather than a sales order.
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.
Reopened Tickets – report to view reopened tickets. Reopened tickets are tickets that have gone through the resolved/closed cycle in CW Manage. Then are set to a ticket status other than resolved/closed and labor is recorded after the initial resolved/closed datetime.
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.
Technician Review – TBR style report for technician data. See all key metrics Utilization, Efficiency, Active Ticket load and Issues Worked On for staff in one report.
Ticket Audit Analysis – view ticket audit data. Report can be used to analyze any of the ticket audit values e.g. see the tickets moving between boards in CW Manage.
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.
Ticket SLA Breaches – report shows data on SLA breaches for
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.