Reports Page #
The Reports page under Services > Reports provides four dedicated reports for analyzing service operations over a selected date range.
What DMSI Service Management Adds
The Core Reports section covers revenue from licenses and subscriptions. Service Management adds four new reports covering service contract revenue, staff workload, SLA compliance history, and customer satisfaction. These are separate reports, not modifications to Core’s existing reports.
Accessing Reports #
Navigate to Services > Reports in the WordPress admin sidebar.
A date range picker at the top of the page applies to all four reports simultaneously. The default range is the current calendar month.
Available Reports #
Revenue Report #
Shows financial metrics for service contracts in the selected period:
- Total contracted value (sum of all active contract prices)
- Revenue recognized in period (based on contract start/end dates)
- Breakdown by contract type or service category
- Average contract value
Workload Report #
Shows how service request volume and time is distributed:
- Requests opened in period (by staff, by category, by priority)
- Requests closed in period
- Average time to resolution
- Hours logged by staff member
SLA Compliance Report #
Shows historical SLA performance over the selected period:
- Compliance rate by SLA template
- Compliance rate by service category
- Breach count by staff member
- Trend graph showing compliance rate over time
Satisfaction Report #
Shows survey results from completed requests in the period:
- Average satisfaction rating (1-5 scale)
- Recommend rate (percentage answering Yes to “Would you recommend?”)
- Rating distribution chart
- Individual survey responses with request numbers
Exporting Reports #
Report data can be exported to CSV from each report tab. The CSV export includes all rows for the selected date range, not just the summary totals shown on screen.