View and Add Workgroup Reports

The reporting capabilities in MSPComplete help you evaluate the efficiency and profitability of service delivery to your customers. The reports you create are snapshots that keep you informed about the current state of your IT service provider business and allow you to track results over time.

With the range of report types that are available, you can learn how long it takes to deliver services to your customers, how much those services cost, where the processes encounter bottlenecks, the status of current projects, and which services are generating the most revenue for your company. There are also various summary and inventory reports. Your reports can be defined by date ranges, customers, and other criteria to provide you with precisely the information you need.

Two especially powerful reports are the Service Averages Report and the Service Cost Report. These reports enable you to determine the cost and profitability of services across your entire customer base (within a workgroup) or the cost of an individual service or project delivered to a specified customer. These report types are discussed in more detail later in this article.

Important: Currently, only agents of your organization who have been assigned the administrator role in MSPComplete can open the Reports Center and access, view, and create reports.

Here are some of the key features and benefits of the reporting capabilities in MSPComplete:

  • You can use reports to find out how much time and money a specific team or team agent(s) cost your organization across all the services that you deliver to customers.
  • Reports help you determine which agent(s) and teams should be assigned to which services for maximum efficiency and cost-effectiveness.
  • You will gain insights into the true costs of service delivery, and you can apply that knowledge to your business to boost profitability.
  • Service-related costs can be entered into the system at the agent level, at the Partner level, or on a per-service basis.
  • The more granular the time and cost data you enter into the system, the more accurate and useful your reports will be.
  • You can run customer summaries, hardware inventories, and device usage reports.

For more information: To learn how to enter per-hour costs for specific agents or teams into MSPComplete, see the People article. To learn how to enter a dollar amount for what you charge your customers for a specific service, refer to the Delivery Center article and see the Service Library. After you've entered that data into the system, it is then available for any reports you want to generate.

 

Sections in this article:

 

View reports

To view reports for the selected workgroup, click Reports in the left navigation pane.

In the Reports Center, you will see this information:

  • The names of all the available reports
  • The type of each report (Cost or Inventory)
  • The time periods covered by the reports
  • When each report was last generated

Clicking a report name opens its details pane, which contains a list of all instances (if any) of that report across your customer base. Click an instance in the list to view that report. You will notice that the column headings for the information included in reports vary from one report type to another. You can also click Add Report in the details pane to initiate a new instance of a report.

 

Add reports

Generating reports in MSPComplete is a quick, easy process.

To add a report, complete these steps:

  1. Select the workgroup on the top of the left navigation pane.
  2. Click Reports on the left navigation pane.
  3. In the Reports Center, click the report type you want to use.
  4. Click Add Report.
  5. Select the customer for the report.

    Note: Some reports don’t require that you select a customer for the report.
  6. Set a start date and an end date for the period that you want the report to cover.
  7. Click Save. The report begins generating and should be available shortly.
  8. Once the report is available, click the report under the Available Reports section.

 

Report categories

Reports are categorized into these types:

  • Cost reports are used to report expenses of different types, such as licensing and service delivery costs. Use these reports to identify cost profits and overages across the Workgroup.
  • Inventory reports are used to track customer resources, such as users, computers, devices, and printers. Use these reports to track inventory of customer resources.

 

Available reports

These reports are available in the Reports page of MSPComplete:

Report name

Category

Description

Customer Summary

Cost

Lists the total users and devices (computers) for each active and archived customer in the Workgroup. Use this report to identify which of customers might be missing users or computers in MSPComplete.

report1.png

License Summary

Cost

Lists the number of licenses used between the start and end dates defined for the report. The report includes the agent who purchased the licenses, the customer for which the licenses were used, the license name, number of licenses, and the date/time when the licenses were used. Used this report to identify which licenses are being used the most and for which customer they are being used.

report3.png

Hardware Inventory

Inventory

Lists the device (computer) specifications for the selected customer. The report includes the computer name, primary email address on the computer, the operating system, processor, and manufacturer for each computer. Use this report to inventory the customer’s computers, or to identify opportunities for hardware upgrades.

Note: You must install the Device Management Agent on customer computers before running this report. Read the Introduction to Device Management article for more information about Device Management.

reports4.png

Service Time Averages

Cost

Lists the Runbook Type, estimated service duration, average actual duration, and the percentage of deviation between the two. Use this report to identify opportunities to better estimate Runbook times or streamline the Tasks for a Runbook.

reports5.png

Device Usage

Inventory

Lists the primary email address, full name, device (computer) name, and operating system of each user for the selected customer. Use this report to inventory the computers being used by each of the customer’s users.

Note: You must install the Device Management Agent on customer computers before running this report. Read the Introduction to Device Management article for more information about Device Management.

reports6.png

Service Profit Averages

Cost

Lists the Runbook profits or overages for the selected customer within the defined time range. The report includes the Runbook name, total price charged to customer, actual total cost, total cost margin, and the average price charged to customer if more than one Runbook was summarized by the report. Use this report to analyze profitable Services, or Services that that are causing overages, which might require price adjustments.

Note: To get a cost margin in this report, you must enter the total price charged to the customer when customizing and launching the Service.

reports7.png

Completed Services

Cost

Lists the Runbook name, Runbook type, price, actual cost, and cost margin for Services completed between the start and end dates defined for the report. Use this report to identify trends in the Runbooks/Services being used and their cost margins.

reports8.png

HealthCheck for Office 365 Summary

Inventory

Lists the customer name, primary email address, device (computer) name, operating system, and overall compatibility with Office 365 for computers for the selected customer. Use this report to hardware upgrade opportunities to ensure full compatibility with Office 365. Read the What is HealthCheck for Office 365? article for more information about HealthCheck for Office 365.

Note: You must install the Device Management Agent on customer computers before running this report. Read the Introduction to Device Management article for more information about Device Management.

reports9.png

 

Report troubleshooting

Upon generation of reports, you may see a dash or an “N/A” in some report rows. This is usually a consequence of some input not being defined. When this occurs, check the fields referenced for a given report type below and ensure that values like task time estimates, prices charged to customer, and Workgroup member rates are defined to ensure accurate reporting.

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