The document provides a guide for Managed Service Providers (MSPs) on analyzing and improving the profitability of their fixed fee agreements through various performance reports and metrics.

Key Points:

1. Identifying Under-Performing Agreements: ​
   • The FFA/Monthly Tracking report helps quickly identify agreements needing attention by comparing expected hours to actual hours spent. ​
   • Negative delta hours indicate over-utilization, while positive delta hours suggest under-utilization and potential flight risks. ​
2. Understanding Efficiency Drivers: ​
   • The Agreement Drill Down report under the Efficiencies tab provides a detailed look at the efficiency ratio, which compares labor revenue to the value of work delivered (shadow billable).
   • Factors impacting efficiency include the level of engineer, amount invoiced, and utilization (hours per ticket and tickets per node). ​
3. Historical Performance Analysis: ​
   • The Agreement Specifics report in the Dashboard tab offers a historical perspective on agreement efficiency, including insights from the Ticket Concentration and Tickets by Configuration reports. ​
4. Improving Resource Allocation: ​
   • The Efficiency by Agreement report helps verify proper time allocation and identify clients over-utilizing services, allowing us to refine resource allocation and address inefficiencies. ​

By leveraging these reports, you can gain actionable insights to enhance service delivery, improve profitability, and ensure accurate billing. ​