The Service Metrics report is designed to help you complete the Service Leadership Service Executive QBRB, a quarterly survey for benchmarking MSPs. It allows you to complete this survey in a much shorter time, assuming the data in your PSA system is reliable.

The report provides a detailed overview of the various service metrics measured in the Service Leadership Service Executive QBRB. Including Agreement growth and churn,, revenue from contracts, endpoint counts, ticket creation, service hours, and user counts. Each of these metrics can be drilled down into for more detailed information.

The value of the report lies in its ability to provide a quick, detailed, and accurate overview of your service metrics, which can be used for benchmarking and strategic decision-making.

The filters of this report are an important part of what makes it accurate. Here’s a breakdown of each of them

Date Range: Specify the period you want to look at. For Service Leadership Index surveys, this will most likely be a 3-month period.

Configuration Types to Include: Choose which configuration types to count as Managed Endpoints in the report.

Fully Managed Agreement Category: Define which Agreement Categories are Fully Managed. The list shows you all of your FF Agreements, as defined in the Lookup - Agreement Types

Non Fully Agreement Category: Define which Agreement Categories are not Fully Managed.  

Client Types - Inorganic: Filter out clients types assigned to inorganically added clients (for example, clients added through an acquisition)

Members that are Bots: Identify your Bot members (such as your RMM).

User Count: Select how the number of End Users will be counted.

User Factor for Endpoints - Fully Managed/Non Fully Managed: This is used to count endpoints that are not part of your Managed Endpoints count, but are still Endpoints your team will work on. If the average user has 1 endpoint of this kind, enter 1.0. This will then be added to the count of endpoints for each user

Make sure to click the Filter button to have the filter changes take effect.

The filters are what make the report work. They allow us to identify multiple things that we need to give accurate output. For example, we need to know what members are bots in order to count the number of tickets created by Human vs Automated.

Each row shows the count or revenue for one metric of the Service Leadership Service Executive QBRB.  You can use those numbers to fill in the survey.
By clicking the download Icon at the top right of the report, you can export it as an Excel file, which makes the data easy to move to your survey.

Clicking on the icon next to any metric allows you to “Drill down” into it, revealing a table showing the details of the count. For example, the Fully Managed Agreements Drill Down shows a list of all agreements that are fully managed, along with their status.
This is useful to understand the numbers presented, and potentially detect an inaccuracy.