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) and customer satisfaction (CSAT) results from CrewHu or Simplesat.
Before you begin
Who can use this feature? Partners with Lifecycle Manager X features enabled for a client.
You'll need a PSA integration (ConnectWise Manage, Autotask, or Halo PSA) with ticket mappings configured, and a CSAT integration (CrewHu or Simplesat).
Mapping tickets from your PSA
For Analytics to use ticket data for reporting, ticket types need to be mapped correctly first, from your PSA integration's settings page.
Ticket statuses
After your first sync, ticket statuses appear in the Tickets section. Map each of your ticket statuses to a ScalePad ticket status using the dropdown menu.
Ticket categories
Assign a ScalePad category level to the Ticket Type, Subtype, and Item fields syncing from your PSA. Category options become more specific at higher levels — for example, a Level 1 category might be Incident resolution, a Level 2 category Network Incident, and a Level 3 category Firewall Incident. The level you choose for each field determines which ScalePad options you can map to it.
Note
Assigning at least a Level 1 category is important. If your PSA setup doesn't use more granular options, you can skip Level 2 or Level 3 mapping.
Note
Depending on the number of tickets in your PSA, the initial sync can take 24-48 hours. Ticket and time entry data is limited to the past two years.
Overview of Client Analytics
To open analytics for a specific client, go to Home > Clients, select a client with Lifecycle Manager X enabled, then click Analytics in the left menu.
The page has four tabs:
- 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.
- Client Engagement — meetings, initiatives, and goal-tracking activity.
Dashboard tab
Shows high-level ticket and CSAT metrics with a confidence rating for data accuracy. You can filter by Category (ticket category from your PSA) and Board Name (service board).
| Metric | What it shows |
|---|---|
| Open Tickets | Number of unresolved tickets. |
| Tickets Outside Resolution SLA | Tickets not resolved within your Service Level Agreement. |
| Average Resolution Time | Average time taken to resolve tickets. |
| Average CSAT Score | Average satisfaction rating from completed tickets. |
Dashboard health. Ticket Status Confidence measures the accuracy of your ticket status mappings, shown as High, Medium, or Low, with a reason (for example, "More than 30% of tickets are unassigned") and a suggested action. Low or medium confidence means other ticket metrics may be unreliable until mappings are corrected — changes appear after your next integration sync.
Service Quality tab
Detailed analytics for ticket volumes, resolution times, and workload distribution, filterable by date, category, and board. Data from any panel can be downloaded via the context menu in its upper right corner.
Ticket Performance panels: Tickets Created & Closed, Tickets Created by Contact, Tickets Created by Category, Tickets Created by Board, Open Tickets, Open Tickets by Status, Open Tickets by Category, Open Tickets by Board.
SLA Performance panels: Ticket Response Metrics, Ticket Resolution Metrics, Average Resolution Time by Category, Average Resolution Time by Board, Ticket Age by Created At, Stale Tickets by Last Updated, Long Tickets, Long Tickets by Category, Tickets Waiting, Tickets Waiting by Status.
Effort Performance panels: Tickets Per Seat, Hours Worked, Hours Per Seat.
Note
Tickets per seat and hours per seat use your Microsoft 365 licensed users as the seat count, not PSA contacts, because contact lists often include non-staff records (vendors, billing, former employees). This makes the "per seat" metric a more accurate view of service load.
Customer Experience tab
Summarizes customer satisfaction survey results for a selected date range:
- Average CSAT Score and Total Responses for the selected clients and date range.
- NPS Score — Net Promoter Score from Simplesat surveys (only available with a Simplesat integration).
- CSAT Score Distribution — percentage of satisfied, neutral, and dissatisfied responses.
- NPS Rating Breakdown — distribution of Promoters, Passives, and Detractors (Simplesat only).
Client Engagement tab
Shows how actively a client is engaging with you through meetings, initiatives, and goals, filterable by date and time grouping.
KPIs: Total Meetings, Last Meeting Date, Initial Approval % (percentage of new initiatives clients have initially approved), and Goal Attainment (percentage of client goals marked as achieved).
Initiatives and meetings panels: Initiative by Priority, Initiative by Status, Initiative Adoption, and Meeting Types by Timeframe.