About Client Analytics

The Client Analytics page in Lifecycle Manager shows your service performance, customer satisfaction, and ticket activity in one place.
It uses:

• Ticket data from your PSA integration (ConnectWise Manage, Autotask or Halo PSA).
• Customer Satisfaction (CSAT) results from CrewHu.

Related articles

• Integrating with ConnectWise Manage
• Autotask PSA Integration instructions
• Integrating with Halo PSA
• Integrating with Microsoft 365 (Multi-Tenant)
• Integrating with Crewhu
• Integrating with Simplesat

Mapping tickets from your PSA (Click to expand)

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:

1. Hover over settings , and click Integrations.
2. Click the name of your PSA integration.
3. 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.

Overview of Client Analytics

To open analytics for a specific client:

1. Hover over Home in the top navigation menu and click Clients.
   
2. Select a client with Lifecycle Manager X enabled.
   
3. In the left menu, click Analytics.
   

When you open the client analytics page, you will see three tabs at the top of the page:

• Dashboard: High-level ticket and satisfaction metrics, plus data reliability
• Service Quality: Detailed ticket volume, resolution, and workload metrics
• Customer Experience: Satisfaction survey results and response distribution

Click a tab to switch between views. The data and filtering options will update based on the selected tab.

Dashboard tab

Shows high-level ticket and CSAT metrics with a confidence rating for data accuracy.

Filtering options

• Category: Filters results by ticket category from your PSA
• Board Name: Filters results by the service board from your PSA where the ticket is assigned

Overview data

Dashboard Health

Ticket Status Confidence measures the accuracy of ticket status mappings from your PSA integration.

• Confidence rating: Displays as High, Medium, or Low.
• Reason: Explains why the rating is at its current level (for example, "More than 30% of tickets are unassigned").
• Action: Suggests steps to improve accuracy, such as reviewing your mappings in the ScalePad Integration Centre.

Low or medium confidence means other ticket metrics may be unreliable until mappings are corrected. Changes appear after your next integration sync.

Related article

• Mapping ticket statuses in the Integration Center

Service Quality tab

Provides detailed analytics for ticket volumes, resolution times, and workload distribution.

Filtering options

• Date: Select the reporting period.
• Category: Filters results by ticket category from your PSA.
• Board Name: Filters results by the service board from your PSA.

Service quality panels list

Service quality data is displayed in panels, which are outlined below.
Data from any panel can be downloaded by clicking the context menu icon in the upper right of each panel and choosing the Download results option.

Ticket Performance

SLA Performance

Effort Performance

Customer Experience tab

Summarizes customer satisfaction survey results.

Filtering options

• Date range: Select the reporting period

Customer 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.
• NPS Score - Net Promoter Score from Simplesat surveys, based on how likely clients are to recommend you. (Only available with a Simplesat integration)

CSAT Performance

• CSAT Score Distribution - Shows the percentage of satisfied, neutral, and dissatisfied responses and the total number of responses collected.
  
• Survey Results - How many responses were satisfied, neutral, or dissatisfied, along with your average CSAT score over time.

NPS Performance

• NPS Rating Breakdown - Shows the distribution of survey responses by Promoters, Passives, and Detractors. (Only available with a Simplesat integration)

Client Engagement tab

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

Use the Date and Time Grouping filters to focus on specific time periods.

Client Engagement KPIs

• Total Meetings
  Shows the total number of client‑facing meetings in the selected Date range.
• Last Meeting Date
  Shows the date of the most recent meeting with the client.
• Initial Approval %
  Shows the percentage of new initiatives that clients have initially approved in the selected Date range.
• Goal Attainment
  Shows the percentage of client goals marked as achieved, helping you track progress against agreed success plans.

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).