TL;DR: What’s New For Cognition360?
Cognition360 has released enhancements to five reports that provide your MSP with improved analysis of your operations and financial measures, including four of our core reports. Just like the set of several reports we updated in March, and the four more we updated in July, however, request the updated reports.
Let’s take a quick look at each of the new-and-improved reports and see exactly what’s new and improved.
Which five reports exactly?
Here’s the list
- Fixed Fee Tickets Report (add-on)
- Ticket Daily Stats Report (core)
- Customer Profitability Report (core)
- Time Entry Benchmark (core)
- Project Summary Report (core)
- 1. Fixed Fee Tickets Report (add-on)
- 2. Ticket Daily Stats Report (core)
The Entered | Resolved page will nowshow tickets entered vs tickets resolved on the same date range selected for an easier visual comparison. Strongly recommend getting this fix as it makes the page much more useful.
- 3. Customer Profitability Report (core)
- 4. Time Entry Benchmark (core)
- 5. Project Summary Report (core)
You might not be using all of these reports now, but they’re all well worth a second look.
How do I gain access to these reports?
The Cognition360 Support team has just what you need. If you know exactly what you want, you can use this request form and request to have the reports you want updated to the latest version. Next step, you’re in and using them.
What’s new-and-or-improved in each of these five reports?
Once again, the official word from our Product team is that these improvements will improve customer retention, enhance your quality of life, and empower you to make more informed and strategic business decisions.
Did you take advantage of the last reports that we updated? Did they enhance your life’s quality? These ones just might. Read on to learn more… and FYI, the best is saved for last.
“Save The Best For Last” was also a huge hit song in 1992 for actress, pop star, and former Miss America winner Vanessa Williams.
Fixed Fee Tickets Report
Speaking of 1992, do you remember the 1992 Disney film Aladdin, when the titular character sang about “a new fantastic point of view” in the film’s Oscar and Grammy-winning signature song “A Whole New World”? Well, now in 2024, we’ve added a whole new Billable Technicians page that will give you a new fantastic point of view– the technicians who worked on those tickets, including the billable hours and the billable amount.
[Image pending import: Fixed Fee Tickets Report – new Billable Technicians page]
All the ticket details are linked here, along with bar charts for the number of billable tickets per technician, the billable hours per technician for these tickets, and the associated billable amounts.
You can also see in the table on the top right how many techs worked on bigger tickets, and this can help you find oddities… like our example, where 6 techs worked on a fixed-fee workstation update for 68.68 billable hours and billed nearly $10,000. Hopefully you don’t find alarming examples in your own business.
Tickets Daily Stats Report
This is just a quick clean-up to the Entered | Resolved page:
[Image pending import: Ticket Daily Stats Report – Entered | Resolved page]
Customer Profitability Report
The Customer Profitability Report has been updated with a new filter for Technical Account Manager added:
[Image pending import: Customer Profitability Report – new Technical Account Manager filter]
Technical Account Manager has been added as a filter just below Account Manager on the Summary page of the Customer Profitability Report. If your organization has both AMs and TAMs, with different customer responsibilities or lines of reporting, this will allow you to see how profitable each TAM’s portfolio of accounts is by month.
Time Entry Benchmark
An incorrect URL on the Report Information page had been used (which you’d find if you drill down), and refreshing the report with this updated one will correct the error. This one is just a fix so nothing is broken. No screenshot, but we’ll update it for you.
Project Summary Report
- Billable Budget Hours Remaining and Billable Budget Hours % Remaining
- Added Engineer Hours and Project Management Hours
- Added a With Opportunity filter
- 1. Billable Budget Hours Remaining and Billable Budget Hours % Remaining
- 2. Added Engineer Hours and Project Management Hours
- 3. Added a With Opportunity filter
[Image pending import: Project Summary Report – Billable Budget Hours highlighted]
Billable Budget Hours Remaining and Billable Budget Hours % Remaining have been added to the Project Details page of the Project Summary report. These two measures will indicate the Billable Hours compared to the budgeted hours for the project. This shows at a glance whether billable hours are over or under budget, how many billable hours are still left in the budget, and the percentage of remaining hours of budget.
This enhancement is useful for MSP project managers to communicate with stakeholders, allowing them to quickly highlight projects in the portfolio that are going well and get ahead of issues that have arisen on others.
[Image pending import: Project Summary Report – Project Management Hours & Engineer Hours added]
We’ve also added Project Management Hours and Engineer Hours to the Details page of the report. Again, this is great for portfolio-level project oversight – understanding overhead requirements / overruns and getting an at-a-glance look at the technical resources individual projects have consumed versus estimates / budgets for each. Take action on any projects that are moving in the wrong direction before they’re on fire.
[Image pending import: Project Summary Report – new with opportunity filter]
A new With Opportunity filter has been created, which will allow you to view only projects with associated Opportunities that have been created in your PSA, or see those that don’t have any Opportunities at all.
And That’s The End of That Chapter
Summer is over here in the northern hemisphere, so these are the last updated reports of the season. Use the request form to choose the report updates you want, and keep an eye out for more enhancements to Cognition360.
Already a partner? Check this post out and discuss this update in the ScalePad Community.
Not a Cognition360 partner yet? Book a Cognition360 demo. We’d love to help you unlock your ConnectWise PSA data to make better decisions and grow a more profitable MSP business.