Reports & Analytics

Learn how to leverage the reporting and analytics features to monitor performance, track key metrics, and make data-driven decisions for your business.

Overview

The reporting system provides comprehensive analytics for:

• Request Analytics: Track request volume, completion rates, and performance
• Revenue Reports: Monitor financial performance and growth trends
• Team Performance: Analyze individual and team productivity
• Client Analytics: Understand client behavior and satisfaction
• Time Tracking: Monitor time spent and efficiency metrics
• Service Performance: Evaluate service popularity and profitability

Prerequisites

Access Requirements

• Permission: view_reports or view_all_requests
• Appropriate role assignments
• Data to analyze (requests, clients, services, etc.)

Available Report Types

The reports available depend on:

• Your subscription plan
• Enabled modules (billing, time tracking, etc.)
• Permission levels
• Data availability

Main Reports Section

Accessing Reports

1. Navigate to Reports

   • Go to Reports in the main navigation
   • Select from available report categories
   • Apply filters and date ranges as needed

2. Report Categories

   • Overview Dashboard: Key metrics and summary data
   • Request Reports: Detailed request analytics
   • Revenue Reports: Financial performance analysis
   • Time Reports: Time tracking and productivity
   • Team Reports: Team member performance
   • Client Reports: Client activity and satisfaction

Request Reports

Request Volume Analysis

Key Metrics

• Total requests by period
• New requests vs. completed requests
• Request growth trends
• Seasonal patterns

Filtering Options

Available Filters:
- Date Range: Custom periods, preset ranges
- Status: Specific request statuses
- Assignee: Individual team members
- Client: Specific clients or organizations
- Service: Service type or category
- Priority: High, medium, low priority levels

Visual Representations

• Line charts for trends over time
• Bar charts for comparisons
• Pie charts for distribution analysis
• Tables for detailed breakdowns

Request Performance Metrics

Completion Statistics

• Average completion time
• On-time completion rates
• Overdue request percentages
• Status transition analysis

Quality Metrics

• Client satisfaction scores (if available)
• Request revision rates
• First-time completion rates
• Client feedback analysis

Request Analytics by Category

By Service Type

• Request distribution across services
• Service popularity trends
• Completion rates by service
• Revenue per service type

By Team Member

• Individual productivity metrics
• Workload distribution
• Completion rate comparisons
• Performance trends

By Client

• Request frequency per client
• Client engagement levels
• Service preferences
• Response time expectations

Average Response Time Reports

Response Time Metrics

Key Performance Indicators

• First response time (initial team response to client request)
• Average resolution time (request creation to completion)
• Response time by priority level
• Response time trends over time

Benchmarking

• Industry standard comparisons
• Internal performance targets
• Historical performance trends
• Team member comparisons

Response Time Analysis

Factors Affecting Response Time

• Request complexity and type
• Team member availability and workload
• Client priority levels
• Service level agreements (SLAs)

Improvement Insights

• Identify bottlenecks in the process
• Team members needing support
• Services requiring optimization
• Client communication patterns

Time Tracking Reports

Time Utilization Analysis

Billable vs. Non-Billable Time

• Hours spent on client work
• Administrative and overhead time
• Training and development time
• Meeting and communication time

Productivity Metrics

• Time per request completion
• Efficiency trends over time
• Capacity utilization rates
• Overtime and workload balance

Team Time Reports

Individual Performance

• Daily/weekly/monthly time summaries
• Project time allocation
• Productivity comparisons
• Goal achievement tracking

Team Productivity

• Collective time utilization
• Team efficiency metrics
• Workload distribution analysis
• Resource allocation optimization

Time Profitability Analysis

Revenue per Hour

• Billable rate effectiveness
• Service profitability analysis
• Client profitability metrics
• Pricing optimization insights

Cost Analysis

• Labor cost per request
• Service delivery costs
• Profit margin analysis
• Cost reduction opportunities

Revenue and Financial Reports

Revenue Analytics

Revenue Trends

• Monthly/quarterly/annual revenue
• Growth rate calculations
• Seasonal revenue patterns
• Revenue forecasting

Revenue by Category

• Revenue by service type
• Revenue by client segment
• Revenue by team member
• Geographic revenue distribution

Payment and Billing Reports

Payment Performance

• Average payment collection time
• Payment success rates
• Outstanding invoice tracking
• Cash flow analysis

Billing Efficiency

• Invoice processing time
• Payment method performance
• Collection effectiveness
• Revenue recognition timing

Team Performance Reports

Individual Metrics

Productivity Tracking

• Requests completed per period
• Average completion time
• Quality scores and feedback
• Goal achievement rates

Skill Development

• Learning and training progress
• Certification achievements
• Performance improvement trends
• Career development metrics

Team Collaboration

Teamwork Metrics

• Collaborative project success
• Cross-team communication
• Knowledge sharing activities
• Peer feedback and ratings

Workload Management

• Capacity planning effectiveness
• Work distribution fairness
• Burnout risk indicators
• Resource optimization

Client Analytics

Client Engagement

Activity Metrics

• Request submission frequency
• Portal usage statistics
• Communication engagement
• Service utilization patterns

Satisfaction Tracking

• Feedback scores and ratings
• Complaint resolution time
• Retention rates
• Referral generation

Client Value Analysis

Client Lifetime Value

• Total revenue per client
• Average order value
• Retention period analysis
• Growth potential assessment

Client Segmentation

• High-value client identification
• Service preference analysis
• Engagement level categorization
• Risk assessment metrics

Custom Report Generation

Report Builder

Data Selection

• Choose data sources and metrics
• Define time periods and ranges
• Apply filters and criteria
• Select visualization types

Report Customization

• Custom titles and descriptions
• Brand styling and colors
• Data formatting options
• Export format selection

Scheduled Reports

Automated Reporting

• Set up recurring report generation
• Email delivery to stakeholders
• Custom reporting schedules
• Alert triggers for key metrics

Report Distribution

• Team member access controls
• Client-facing report versions
• Executive summary formats
• Department-specific reports

Data Export and Integration

Export Options

File Formats

• PDF reports for presentation
• Excel/CSV for data analysis
• JSON for system integration
• Charts and visualizations

Data Integration

• API access for custom reporting
• Third-party analytics tool integration
• Business intelligence platform connectivity
• Real-time data streaming

Advanced Analytics

Trend Analysis

• Predictive analytics capabilities
• Seasonal trend identification
• Growth projection models
• Performance forecasting

Comparative Analysis

• Period-over-period comparisons
• Benchmark analysis
• Goal vs. actual performance
• Industry standard comparisons

Best Practices

Report Configuration

1. Regular Review: Set up consistent reporting schedules
2. Relevant Metrics: Focus on actionable KPIs
3. Clear Filters: Use appropriate time ranges and filters
4. Visual Clarity: Choose appropriate chart types
5. Context Addition: Include explanatory notes and context

Data Interpretation

1. Trend Focus: Look for patterns over time rather than single data points
2. Context Consideration: Understand external factors affecting metrics
3. Actionable Insights: Identify specific improvement opportunities
4. Goal Alignment: Ensure metrics support business objectives
5. Regular Updates: Review and update reporting criteria regularly

Performance Monitoring

1. Key Metrics: Establish core KPIs for regular monitoring
2. Alert Thresholds: Set up alerts for important metric changes
3. Historical Comparison: Compare current performance to historical data
4. Peer Benchmarking: Compare performance across team members
5. Continuous Improvement: Use insights to drive process improvements

Troubleshooting

Common Reporting Issues

No Data Available

• Verify date range includes activity period
• Check if modules are enabled (billing, time tracking)
• Ensure you have permission to view requested data
• Confirm data sources are properly configured

Slow Report Loading

• Reduce date range for large datasets
• Apply more specific filters
• Use summary views instead of detailed data
• Check system performance during off-peak hours

Inaccurate Data

• Verify data entry completeness and accuracy
• Check for timezone and date formatting issues
• Review filter settings and criteria
• Validate calculation methods and formulas

Performance Optimization

Large Dataset Handling

• Use date range limits for performance
• Apply relevant filters to reduce data volume
• Schedule large reports during off-peak hours
• Consider summary reports for overview purposes

Report Access Issues

• Verify user permissions and role assignments
• Check module availability in subscription plan
• Ensure data exists for selected criteria
• Test with simplified filter criteria

Data Quality

Improving Data Accuracy

• Establish data entry standards and training
• Implement validation rules and checks
• Regular data quality audits
• Automated data consistency checks

Missing Data Handling

• Identify and fill data gaps
• Implement required field validations
• Train team on complete data entry
• Regular data completeness reviews

Getting Help

For reporting and analytics issues:

1. Verify your permissions include report access
2. Check that relevant modules are enabled
3. Ensure sufficient data exists for meaningful analysis
4. Test with simpler criteria if complex reports fail
5. Review data entry completeness and accuracy
6. Contact support for technical assistance with advanced features