The Global Analytics page in Lifecycle Manager shows MRR performance, service quality, customer satisfaction, and client engagement across all of your Lifecycle Manager X clients in one place.
To view analytics for one specific client, see: About Client Analytics
Global Analytics uses data gathered from your integrated tools to provide important context about your LMX clients:
- Ticket and time entry data from your PSA integration (ConnectWise Manage, Autotask, or Halo PSA)
- License data from your SaaS integration (Microsoft 365)
- Customer Satisfaction (CSAT) results from Crewhu
Ticket mapping is required for your PSA integration so that ticket data can be used for analytics.
|
Who can use this feature?
|
|
Before you begin: To use Analytics, you'll need the following integration types connected and set up correctly in the integrations center:
|
Related articles
- Integrating with ConnectWise Manage
- Autotask PSA Integration instructions
- Integrating with Halo PSA
- Microsoft 365 Integration instructions
- Integrating with Crewhu
Mapping tickets from your PSA
For Analytics to be able to use ticket data for reporting, you will first need to make sure that the ticket types are mapped correctly.
To do this, navigate to your PSA integration's settings page:
- Hover over settings
, and click Integrations.
- Click the name of your PSA integration.
- Scroll down to Tickets (If this section is unavailable, make sure that your integration permissions allow for syncing tickets)
Ticket Statuses
After your first sync, ticket statuses will be visible in the Tickets section. Map each of Your ticket statuses (left column) to a ScalePad ticket status using the dropdown menu on the right.
Ticket Categories
Assign a ScalePad category level to the Ticket Type, Subtype and Item fields syncing from your PSA.
Depending on how you use types, subtypes and items in your PSA, you can assign them to Level 1. Level 2, or Level 3 categories. Category options become more specific at higher levels:
-
Level 1 Category: General tickets.
Example: Incident resolution -
Level 2 Category: More specific options than Level 1.
Example: Network Incident -
Level 3 Category: The most specific ticket types.
Example: Firewall Incident
The level you choose for each field determines which ScalePad options you can map to each ticket type.
Note: While assigning at least a Level 1 category is important, if your PSA setup doesn't use more granular options, you can choose not to use the Level 2 or Level 3 categories for mapping.
|
Note:
|
Accessing Global Analytics
To open Global Analytics:
- In the top navigation bar, hover over Global.
- From the dropdown menu, click Analytics.
This opens the Global Analytics page.
Global Analytics page overview
When you open the Global Analytics page, you’ll see four tabs at the top of the page:
- Dashboard – High-level KPIs across your Lifecycle Manager X clients, including service, satisfaction, and MRR metrics.
- Service Quality – Detailed analytics showing how tickets are being handled across clients.
- Client Experience – Summarized customer satisfaction trends across clients.
- Client Engagement – How actively your clients are engaging with you through meetings, initiatives, and goals.
Click a tab to switch between views. The data and any filtering options are updated based on the selected tab.
Filtering options
The filters beneath the tabs control which data appears in Global Analytics.
- Date – Which time period to report on.
- Time Grouping – How data is broken down within the selected Date range (for example, by day, week, or month).
- Client Name – Limits results to one or more specific clients. Only clients with a Lifecycle Manager X license applied appear in this list.
Dashboard
The Dashboard tab shows high‑level KPIs across all Lifecycle Manager X clients included in Global Analytics, based on your current filters.
Dashboard KPIs
- Active LMX Clients – Number of clients with a Lifecycle Manager X license applied.
- Active Hardware Assets – Number of managed hardware assets associated with those clients.
- Open Tickets – Current number of unresolved tickets for those clients.
- % Outside of SLA – Percentage of tickets that breached their resolution SLA.
- Average CSAT Score – Average customer satisfaction rating from connected CSAT tools.
- Total MRR – Total recurring monthly revenue across those Lifecycle Manager X clients.
MRR Performance
The MRR Performance section shows how revenue and workload are distributed across your Lifecycle Manager X clients.
- Total MRR by Month – Shows total recurring monthly revenue by month for the clients included in Global Analytics, based on the current filters.
- Top Clients with Workload – Highlights clients generating the most workload relative to the value they bring in (for example, heavy support load versus MRR), helping you spot accounts that may need contract or scope adjustments.
Service Quality
The Service Quality tab shows how tickets are being handled across your Lifecycle Manager X clients.
Service Quality KPIs
These KPIs help you monitor ticket volume, responsiveness, and SLA performance across clients.
- Open Tickets – Current number of unresolved tickets for the selected clients.
- Closed Tickets – Tickets that were 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 that were opened and resolved on the same day within the selected Date range.
- Average Response Time – Average time from ticket creation to first response.
- Average Resolution Time – Average time from ticket creation to resolution.
- Tickets Outside Resolution SLA – Number of tickets that breached their resolution SLA.
- % of Tickets Outside SLA – 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 – Shows how many tickets were created versus closed in the selected Date range.
- Tickets With Same Day Resolution – Shows 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 have been open, based on their creation date.
- Stale Tickets By Last Updated – Groups tickets by how long it has been since they were last updated, helping you identify tickets that may be stuck.
- Top Clients with Tickets per Seat – Highlights clients that generate more tickets per seat, helping you identify noisy or under‑scoped accounts.
SLA Performance
The SLA Performance section focuses on how well you are meeting your response and resolution SLAs across your Lifecycle Manager X clients.
- SLA Performance – Summarizes overall SLA compliance across the selected clients and Date range.
- Ticket Response Metrics – Shows average first-response time and tickets that breached your response SLA over time.
- Ticket Resolution Metrics – Shows average resolution time and tickets that breached your resolution SLA over time.
Client Experience
The Client Experience tab summarizes customer satisfaction (CSAT) trends across your Lifecycle Manager X clients.
Use the shared Date, Time Grouping, and Client Name filters to control which responses are included in the analysis.
Client Experience KPIs
- Average CSAT Score – Shows the average CSAT score for the selected clients and Date range.
- Total Responses – Shows the total number of CSAT responses collected for the selected clients and Date range.
CSAT Performance
The CSAT Performance section provides additional views of how satisfaction scores are distributed and how they vary by client.
- CSAT Score Distribution – Shows the percentage of satisfied, neutral, and dissatisfied responses, along with the total number of responses collected.
- Average CSAT Score – Shows 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.
Client Engagement
The Client Engagement tab shows how actively your clients are engaging with you through meetings, initiatives, and goals.
Use the shared Date, Time Grouping, and Client Name filters to focus on specific time periods and clients.
Client Engagement KPIs
- Initial Approval % – Shows the percentage of new initiatives that clients have initially approved in the selected Date range.
- Total Meetings – Shows the total number of client‑facing meetings in the selected Date range.
- Goal Attainment – Shows the percentage of client goals marked as achieved, helping you track progress against agreed success plans.
Client Engagement
- Client Engagement – Provides an overall view of engagement across your clients, combining meetings, initiatives, and goals to highlight which accounts are highly engaged and which may 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, helping you identify where additional rollout or coaching may 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 versus tactical sessions).
| Any questions? Reach out to our Lifecycle Manager support team by submitting a support ticket. |
Related to