The Global Analytics page gives you a portfolio-wide view of ticket activity, client satisfaction, and revenue across your client base. Use it to spot trends across all your clients at once, rather than reviewing one client at a time.

The page draws on data from your connected tools:

• Ticket data from your PSA integration (ConnectWise Manage, Autotask, or Halo PSA)
• License data from your Microsoft 365 integration
• Customer Satisfaction (CSAT) results from your Crewhu or Simplesat integration

Accessing the Global Analytics page

Select All clients in the client picker. In the navigation menu, under Discover, click Analytics. This opens the Global Analytics page.

A secondary navigation bar appears with Dashboard, Analytics, Assessments, and Insights. This secondary bar appears across every page in the Discover group, not just Global Analytics.

Global Analytics page layout and features

Display button

Click Display to open a panel where you can adjust the data shown on the page:

• Date Range
  Sets the time period to report on, with a Clear option to reset it
• Time Grouping
  Sets how data within the selected date range is broken down, for example by day, week, or month
• Client name
  Limits results to one or more specific clients, entered as exact names separated by commas.
• Client segment
  Limits results to clients in a particular segment, entered as exact values separated by commas

Save applies your selections, and Cancel closes the panel without applying changes.

Sub-tabs

Four sub-tabs let you switch between different analytics report views for your portfolio. Selecting a tab updates the data and any related filtering options.

• Dashboard
  High-level KPIs across your ScalePad CS clients, including service, satisfaction, and MRR metrics
• Service Quality
  Detailed analytics showing how tickets are being handled across your clients
• Client Experience
  Summarized customer satisfaction trends across your clients
• Client Engagement
  How actively your clients are engaging with you through meetings, initiatives, and goals

Dashboard tab

The Dashboard tab shows high-level KPIs across your ScalePad CS clients, based on your current filters.

Dashboard KPIs

• Active Hardware Assets
  The number of managed hardware assets associated with those clients
• Open Tickets
  The current number of unresolved tickets for those clients
• % of Tickets Outside SLA
  The percentage of tickets that breached their resolution Service Level Agreement (SLA), the agreed time within which a ticket should be resolved or responded to
• Average CSAT Score
  The average Customer Satisfaction (CSAT) rating from your connected CSAT tools
• Total MRR
  Total Monthly Recurring Revenue (MRR) across those clients

Each tile shows a percentage change against the previous period, with an up or down arrow indicating the direction of the change.

MRR Performance

The MRR Performance section shows how revenue and workload are distributed across your ScalePad CS clients.

• Total MRR by Month
  A bar chart showing total Monthly Recurring Revenue by month for the clients included, based on your current filters
• Top Clients with Workload
  A bubble chart plotting Hours Worked against Total MRR for your top clients. It highlights clients generating the most workload relative to the value they bring in, helping you spot accounts that might need contract or scope adjustments.

Service Quality tab

The Service Quality tab shows how tickets are being handled across your ScalePad CS clients.

Service Quality KPIs

• Open Tickets
  The current number of unresolved tickets for the selected clients
• Closed Tickets
  Tickets resolved within the selected date range
• Ticket Close Rate
  How many tickets are closed compared to how many are created in the selected date range
• Same Day Resolution
  Tickets opened and resolved on the same day within the selected date range
• Average Response Time
  The average time from ticket creation to first response
• Average Resolution Time
  The average time from ticket creation to resolution
• Tickets Outside Resolution SLA
  The number of tickets that breached their resolution SLA
• % of Tickets Outside SLA
  The percentage of tickets that breached their resolution SLA
• Stale Tickets
  Tickets that have been open for an extended period without resolution

Ticket Performance

The Ticket Performance section provides additional views of ticket volume, aging, and workload across your clients.

• New vs Closed Tickets
  How many tickets were created compared to closed in the selected date range
• Tickets With Same Day Resolution
  Tickets that were opened and resolved on the same day in the selected date range
• Ticket Age By Created At
  Groups open tickets by how long they've been open, based on their creation date
• Stale Tickets By Last Updated
  Groups tickets by how long it's been since they were last updated, to help you identify tickets that might be stuck
• Top Clients with Tickets per Seat
  Highlights clients that generate more tickets per seat, to help you identify noisy or under-scoped accounts

SLA Performance

The SLA Performance section focuses on how well you're meeting your response and resolution SLAs across your ScalePad CS clients.

• SLA Performance
  Summarizes overall SLA compliance across the selected clients and date range
• Ticket Response Metrics
  Average first-response time and tickets that breached your response SLA over time
• Ticket Resolution Metrics
  Average resolution time and tickets that breached your resolution SLA over time

Client Experience tab

The Client Experience tab summarizes customer satisfaction (CSAT) trends across your ScalePad CS clients.

Client Experience KPIs

• Average CSAT Score
  The average CSAT score for the selected clients and date range
• Total Responses
  The total number of CSAT responses collected for the selected clients and date range
• NPS Score
  Net Promoter Score from Simplesat surveys, based on how likely clients are to recommend you. This is only available with a Simplesat integration.

CSAT Performance

The CSAT Performance section provides additional views of how satisfaction scores are distributed and how they vary by client.

• CSAT Score Distribution
  The percentage of satisfied, neutral, and dissatisfied responses, along with the total number of responses collected
• Average CSAT Score
  How your average CSAT score changes over time for the selected clients
• CSAT Score by Client
  Compares CSAT scores across clients to highlight accounts with higher or lower satisfaction levels

NPS Performance

• NPS Rating Breakdown
  The distribution of survey responses by Promoters, Passives, and Detractors. This is only available with a Simplesat integration.

Client Engagement tab

The Client Engagement tab shows how actively your clients are engaging with you through meetings, initiatives, and goals.

Client Engagement KPIs

• Initial Approval %
  The percentage of new initiatives that clients have initially approved in the selected date range
• Total Meetings
  The total number of client-facing meetings in the selected date range
• Goal Attainment
  The percentage of client goals marked as achieved, to help you track progress against agreed success plans

Client Engagement panel

A dedicated Client Engagement panel gives an overall view of engagement across your clients, combining meetings, initiatives, and goals to highlight which accounts are highly engaged and which might need more attention.

Initiatives and meetings

These panels break down initiatives and meetings to show where effort is focused and how engagement is distributed.

• Initiative by Priority
  Groups initiatives by priority level, to show where your teams are focusing their effort
• Initiative by Status
  Groups initiatives by status, to show progress across planned, in-progress, and completed work
• Initiative Adoption
  Shows how widely initiatives are being adopted across clients, to help you identify where additional rollout or coaching might be needed
• Meeting Types by Timeframe
  Groups meetings by type over the selected date range, to show how engagement time is spent, for example strategic reviews compared to tactical sessions

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