QBR metric library

Every number in a QBR comes from the metric library, computed the same way for every client. AI writes the words around these numbers and never makes one up. The library is where you look up what a number means, check how it is worked out, and test it on a real client before you put it in a template or a review.

Before you start: the QBR Reporting module must be on for your organisation. Administrators, Service Desk Managers and Customer Success users can open the Metric library tab in QBR Studio. Changing how metrics are computed needs an Administrator or a Service Desk Manager (see the last section).

What is in the library

The metrics are grouped into categories. The search box shows how many metrics there are, and the category list on the left shows how many each category holds.

Find a metric

1. Open Metric library in QBR Studio.
2. Type in the search box. A metric matches when its name, short key, description, category or formula contains every word you typed. Try "SLA", "CSAT", "backlog" or "after hours".
3. To narrow the list by where the data comes from, open the source list, which starts at Every source, and pick Halo, QuantumOps, CSAT sources or Uploaded reports. The list also offers Derived, which no metric in the library uses, so choosing it shows no metrics.
4. Select a category on the left to jump to it.

If nothing matches, the page says "No metric matches". Select Clear search to start again.

Read a metric's definition

Each metric is a card. Under its name you see a short key, a sentence on what it measures and then:

Under the facts, the card lists the ways the metric can be shown: KPI tiles, Gauge, Bullet (vs target), Column chart, Bar chart, Line chart, Area chart, Stacked columns, Stacked bars, Donut, Pie, Pareto, Heatmap, Table, List or Quote cards. The default way is highlighted. You choose the visual when you add the metric to a block in a template or a review.

Unless a metric's formula says otherwise, figures are per client and per period, both days of the period are counted, deleted and merged tickets and opportunity and project ticket types are left out, and times are in hours. Service-level percentages are the tickets inside the target divided by the tickets inside plus outside it.

Try a metric for a client

Try it computes one metric live for a real client and period, so you can see what the number looks like before it goes anywhere. Nothing is saved.

1. On the metric's card, select Try it. The window is titled "Try" followed by the metric's name.
2. Under Client, search and pick a client. The list is your active HaloPSA clients; if it cannot load, the window says why.
3. Under Period, pick a quick range (Last quarter, This quarter to date, Last month, This month to date, Last 6 months, Year to date) or choose Custom and set the first and last day. Both days are counted. The window shows the period in words under the dates, and it follows your reporting time zone.
4. If the metric can be shown more than one way, pick Show as.
5. Select Build preview. The result appears in a slide frame, captioned with the client and the period. The note under the button says which source it was computed from and that nothing is saved.
6. Select Close when you are done.

When a metric is unavailable

A metric that the client's HaloPSA cannot supply is shown as unavailable with the reason. It is never shown as zero, because a zero would claim something that is not true.

A few metrics carry a line that starts "Needs" and names what HaloPSA has to hold: ticket sources, ticket status history, asset records or asset warranty dates. If your HaloPSA lacks it, the metric is unavailable. Other reasons you may see include that no CSAT source is enabled in the QBR settings, that the survey responses could not be read, or that the figure could not be worked out from HaloPSA's response. Try the metric for a client to see the reason spelled out.

Settings that change how metrics are computed

These settings are in the QBR settings and are described in QBR settings: CSAT sources, metrics and AI. Only an Administrator or a Service Desk Manager can change them.

Related pages

• QBR settings: CSAT sources, metrics and AI holds the settings above.
• Editing a review shows how a metric becomes a block in a client's review.
• QBR templates build metrics into reusable reviews.