Reports
The admin Reports page: business, income and staff views, the date-range controls, what every figure is calculated from, and how currency is handled.
What the Reports page is for
Reports is the analytics view for the whole business: what you earned, how recurring revenue moved, how many customers you gained and lost, how much is outstanding and how long it has been outstanding, and how your support team is performing. Everything on it is calculated from your live billing and ticket data — there is nothing to configure and nothing to schedule.
The page is read-only. Nothing you click here changes a document, a service or a client.
How to reach it, and who can see it
Click Reports in the admin sidebar. The page header reads Reports with a subtitle that changes with the view you are on.
The sidebar entry appears for team members who hold the View Invoices permission, and the figures themselves are served to accounts with the administrator role. If a colleague cannot see the link, check their permissions on the team member’s record; see Staff & Permissions.
The controls every view shares
View tabs
Three tabs sit under the header. Each is a completely separate report and only the one you are on is loaded, so switching costs a moment the first time.
- Business — revenue, recurring revenue, customers, retention, outstanding balances and concentration. Subtitle: Revenue, customer growth and retention analytics.
- Income — a long-horizon month-by-month income history. Subtitle: Monthly income history — what actually came in, month by month.
- Staff — support activity, response time and per-agent performance. Subtitle: Support team activity, response time and per-agent performance.
Date range
To the right sits a three-button range selector: 30D, 90D and 12M. 12M is selected when you open the page.
| Range | Window and bucket size | Compared against |
|---|---|---|
| 30D | The last 30 days, one point per day. | The 30 days before that. |
| 90D | The last 90 days, one point per day. | The 90 days before that. |
| 12M | The last 12 calendar months, one point per month. | The 12 months before that. |
The comparison window is always the immediately preceding window of the same length. It is what every percentage-change chip and the dashed overlay on the revenue chart are measured against.
The range selector is hidden on the Income tab, which always shows a fixed five-year horizon.
Refresh
The circular arrow button at the far right reloads the view you are currently on. Results are cached briefly, so use this after a batch of payments or a close-out if you want the very latest figures. The icon spins while the reload is in progress.
Reading the change chips
Most figures carry a small coloured chip showing the change against the comparison window. Three behaviours are worth knowing:
- Green with an up arrow is an increase, red with a down arrow a decrease — except on Churn Rate, where the colours are reversed because a fall is the good outcome.
- A grey New chip means there is no meaningful baseline to compare against (the previous window was empty or negligible). It is not an error and not a zero.
- Very large changes are capped at 999%+ so a growth figure off a tiny base cannot render as an absurd number.
Hovering a headline figure shows a plain-language explanation of what it measures.
The Business view
Headline figures
Six cells across the top, each with its change chip and, where it applies, a small trend line built from the same buckets as the charts below.
| Figure | What it is calculated from |
|---|---|
| MRR | Monthly Recurring Revenue: every active service’s current price, normalised to a monthly figure. Quarterly counts as a third, semi-annual a sixth, annual a twelfth; an hourly service is counted at its hourly rate multiplied by 730 hours. |
| Revenue | Money actually received in the selected range: completed payments only, excluding anything settled from a client’s credit balance (that money was already counted when the balance was topped up). |
| Active Customers | Client accounts whose status is currently active. Not range-dependent. |
| ARPU | Average Revenue Per User: MRR divided by active customers. Its sub-line shows Lifetime Value — ARPU divided by the monthly churn fraction, or ARPU multiplied by 24 months when churn is zero. |
| Churn Rate | Services cancelled or terminated during the range, as a share of those plus the currently active ones. Its sub-line shows the number of services churned. |
| Net MRR Movement | Recurring revenue added by services created in the range, minus recurring revenue lost by services terminated in it, summed over the whole range. |
Note: MRR, ARPU and churn are counted from services, not from documents. A client with five services contributes five services to churn and one account to the customer count.
Revenue Trend
An area chart of completed payments per bucket over the selected range, with the previous window drawn behind it as a dashed line so the two are directly comparable. The panel header shows the period total and its change chip, plus a legend for This period and Previous period. Hovering any point gives the exact figure for both windows on that date.
MRR Movement
Stacked bars per bucket: New MRR above the zero line in green, Churned MRR below it in red. New MRR comes from services created in that bucket priced at their current amount; churned MRR from services cancelled or terminated in it.
Customer Growth
Bars per bucket for New Customers (client accounts created in that bucket) against Churned (services ended in it).
Customer Retention
Customers are grouped by the month of their first ever completed payment, and the chart shows, for each month since that first payment, the share of those customers still paying. Everybody starts at 100% in month zero and the line falls from there — a gentle slope means customers stay. The header shows the retained percentage at the furthest month reached. Hovering a point gives both the percentage and the underlying counts. The last twelve monthly groups are used.
Where there is not enough payment history yet, the panel reads Not enough payment history yet.
Invoice Aging
Outstanding balances by age, over all open invoices — this panel is not limited by the selected range. Only invoices that are unpaid, overdue or part-paid are counted, and they are placed in a bucket by their due date. Each row shows the amount and, in grey, the number of invoices.
| Bucket | Meaning |
|---|---|
| Current | Not yet due. |
| 1-30 days overdue | Due date within the last 30 days. |
| 31-60 days overdue | Due date 31 to 60 days ago. |
| 61-90 days overdue | Due date 61 to 90 days ago. |
| 90+ days overdue | Due more than 90 days ago. |
The panel header carries the total outstanding. With nothing owing it reads Nothing outstanding. Work the list itself from Invoices & Proformas.
Top Customers
The six clients who paid you the most in the selected range, with their payment count. Each row links straight to that client’s record. Payments settled from credit are excluded here too.
Revenue by Gateway
The six payment methods that brought in the most money in the range, each with its amount and its share of the total. Unlike the revenue figures above, this panel counts every completed payment, so a row for credit appears when clients settled documents from their balance — useful for seeing how much of your collection runs through prepaid funds rather than a provider.
Top Products
The eight products with the most active services, each showing the service count and the summed recurring revenue for those services. Services whose product has been removed are grouped as Unassigned. This panel reflects the current state of your book, not the selected range.
The Income view
A single question answered thoroughly: what actually came in, month by month, over the last five years. It counts completed payments excluding those settled from credit, exactly as Revenue does, and the time axis starts at your first month with income rather than five empty years ago.
Headline figures
| Figure | What it shows |
|---|---|
| This Month | The current month so far, labelled month to date. |
| Last Month | The completed previous month, with its change against the month before it. |
| Last 12 Months | The rolling twelve-month total, compared with the twelve months before it — only when a full prior twelve exists. |
| Avg / Month | Average monthly income across the last twelve months. |
| Best Month | The highest-earning month in the window, and which month it was. |
| Total | Everything inside the window. |
Monthly Income by Year
Twelve groups — one per calendar month — each holding one bar per year, oldest on the left and faintest, the current year solid. This puts every January beside every other January, so seasonality and year-on-year growth are visible at once. A legend above the chart lists the years, and the chart scrolls sideways on a narrow screen.
Hovering a month group lists every year’s figure for that month plus the newest year’s change against the one before it. The current month is tagged month to date. A line under the chart repeats the reminder: The current month is still filling in (month to date).
A bar is simply absent where the month lies outside your data — before your first payment, or still in the future. That is different from a month that genuinely earned nothing, which shows as a zero-height bar.
Chart and Table
A Chart / Table toggle sits in the panel header. The table lists every month, newest first:
| Column | What it shows |
|---|---|
| Month | The calendar month. |
| Income | Total received that month. |
| MoM | Change against the previous month, as a chip. A dash where there is no previous month to compare with. |
| Best day | The single best day’s income inside that month. |
| Worst day | The weakest day on which money actually moved — days with no income at all are not sampled, so this is never simply zero. |
| Payments | How many payments made up the month. |
Income by Year
A rollup underneath: one row per year with Income, vs prev year, Avg / Month, Best Month and Payments. A year that is not complete is marked with the number of months it holds, and the year-on-year change is shown only where the previous year is a full twelve months — comparing against a partial year would invent growth that is not there.
With no completed payments at all, the whole view reads No completed payments yet — this view fills in as money comes in.
The Staff view
Support performance over the selected range, drawn from tickets and staff replies. See Tickets for the queue itself.
Headline figures
| Figure | What it is calculated from |
|---|---|
| Staff Replies | Replies posted by staff in the range, with a trend line and a change chip against the previous window. |
| Avg Rating | Average of the ratings clients gave staff replies in the range, to two decimals, with the number rated underneath. |
| Avg First Response | For tickets opened in the range, the average time from the ticket being raised to the first staff reply. Shown in minutes under an hour, hours under two days, days above that. |
| Replies / Ticket | Staff replies in the range divided by the number of distinct tickets they were posted on. |
| Tickets Closed | Tickets currently closed whose last activity falls in the range. |
| Open Tickets | Every ticket not currently closed. Not range-dependent. |
| Active Agents | Distinct staff members who posted at least one reply in the range. |
| Ratings Received | How many ratings were given in the range. |
The panels
- Staff Replies Over Time — replies per bucket, with the period total in the header.
- Tickets Opened vs Closed — inflow against resolution per bucket, with a legend underneath. Bars that stay taller on the opened side are a backlog forming.
- Open Tickets by Status — the current open queue broken down by status with counts and shares, total in the header. Reads No open tickets when the queue is clear.
- Agent Leaderboard — the ten most active staff in the range, ranked by replies, with Tickets (distinct tickets replied to), Closed (tickets assigned to them that closed in the range) and Rating as stars plus an average. Each name links to that person’s record.
- Customer Satisfaction — the distribution of star ratings from five down to one, with counts and shares. Reads No ratings yet when nobody has rated.
- Tickets by Department — the six busiest departments by tickets created in the range. See Departments.
How currency is handled
Every money figure on the page is stated in your company’s base currency, so a report covering customers billed in several currencies still adds up to one number.
Each payment is converted using the exchange rate that was captured on the payment itself where one exists — the rate the customer was actually charged at — and otherwise the most recently stored rate between the two currencies. Service prices and invoice totals are converted the same way, from the stored rates.
Warning: If no rate has ever been stored between a currency you have taken money in and your base currency, payments in that currency contribute nothing to these totals rather than being counted at face value. If a figure looks low and you sell in more than one currency, check that every currency you use has a rate in Billing Settings.
Chart axes shorten large values (for example 12k); the panels, tables and tooltips always show the full amount.
Getting the numbers out
The Reports page has no download button — it is a screen for reading, and every figure on it is derived from documents you can export properly elsewhere:
- For your accountant: Invoice Export produces spreadsheet and accounting-system files of the underlying invoices for a chosen period, which is the correct source for anything that has to reconcile.
- For a batch of documents: the PDF export on Invoices & Proformas.
- For one client’s prepaid movements: Export PDF on the Credits tab of Client Details, described in Credit Balance.
To keep a snapshot of a chart itself, use your browser’s print or screenshot function.
If a panel is empty
- No data for this period — nothing matched inside the selected range. Widen the range to 12M before concluding anything.
- Not enough payment history yet — the retention curve needs customers with a first payment and at least one later month.
- Nothing outstanding — no unpaid, overdue or part-paid invoices exist. This one is good news.
- No completed payments yet — the Income view has nothing to draw. It fills in on its own.
- A grey New chip where you expected a percentage — there was no comparable previous window, not a failure.
A brand-new installation shows empty panels everywhere until the first payments, services and tickets exist. That is expected, and no configuration is needed to start collecting the data.
Related articles
- Dashboard — the at-a-glance view of today; Reports is the long view.
- Invoices & Proformas — the documents behind the revenue and aging figures.
- Invoice Export — getting figures out for accounting.
- Credit Balance — why credit-settled payments are treated separately.
- Tickets and Departments — the source of the Staff view.
- Billing Settings — base currency and exchange rates.