How Reports & Analytics Works
Custom report builder, saved dashboards, scheduled reports, profitability analysis, and how reports draw from all platform modules.
What Reports does
Reports is the analytics layer that draws from every module in the platform. Instead of switching between modules to understand performance, Reports lets you build custom cross-module dashboards, schedule automated report delivery, and produce the management-level views that no single module can show.
What you can report on
Any data that exists in the platform is available in Reports. Common report types include:
| Report type | What it answers |
|---|---|
| Ticket volume & resolution | How many tickets, by who, how fast resolved, SLA compliance |
| Agent performance | Tickets handled, first-contact resolution rate, average handle time |
| Client health & satisfaction | CSAT scores, NPS trends, health score distribution |
| Financial performance | Revenue by client, invoice aging, payment collection time |
| Profitability | Revenue vs cost per client, per project, per technician |
| Device estate | Device online/offline rates, alert frequency, patch compliance |
| Time utilisation | Billable vs non-billable hours, utilisation by team member |
| Contract status | Renewal pipeline, expiring contracts, contract value by tier |
The report builder
Go to Reports and click + New Report. Choose:
- Data source — the module(s) to draw from (e.g. Tickets, Invoices, Time Entries)
- Dimensions — how to group the data (by agent, by company, by month, by priority)
- Metrics — what to measure (count, sum, average, max)
- Filters — narrow to a date range, specific company, priority, status, etc.
- Visualisation — table, bar chart, line chart, pie chart, KPI card
Save the report to your dashboard or schedule it for delivery.
Saved dashboards
Build a collection of report widgets into a Dashboard — a single page with all the KPIs you monitor regularly. Dashboards update in real time. You can create multiple dashboards (e.g. Operations Dashboard, Finance Dashboard, Executive Summary).
Scheduled report delivery
Any saved report can be scheduled to deliver automatically by email:
- Daily, weekly, or monthly
- To specific team members or managers
- As a PDF or CSV attachment
Use this to replace manual reporting — the numbers land in the manager's inbox without anyone having to log in and run the report.
Profitability module
The Profitability section (under Reports) shows job costing analysis:
- For each client and project: total revenue vs total cost (labour + parts)
- Gross margin per technician-hour
- Identification of loss-making accounts or jobs
Data comes from Billing (revenue), Timesheets/Time Entries (labour cost at configured rates), and Inventory (parts cost).
Insights & Benchmarks
The Insights module provides deeper analytics including industry benchmarking — how your key metrics compare to industry averages for similar businesses. Benchmarking data is aggregated and anonymised across the platform.
How Reports connects to the rest of the platform
Reports is purely a read layer — it does not write to or change anything. It draws from every module:
- Service Desk (tickets, SLA)
- Billing & Accounting (invoices, payments, journals)
- HCM (timesheets, payroll costs)
- Monitoring (device health, alerts)
- CRM (deals, activities)
- Customer Success (health scores, NPS)
Where to go next
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