01
Ask the right questions
Questions like average ticket response time or time spent with each client are only useful when the underlying data is easy to access.
Free MSP Guide
8 business metrics MSPs need to manage.
Team utilization, first-touch resolution, ticket kill percentages, profitability, and more: this guide explains the metrics MSP leaders should monitor and why they matter.
Metric Discipline
Better questions lead to better operating decisions.
The guide helps MSP leaders decide where to focus first, how to establish a baseline, and how to manage the outliers instead of drowning in raw reporting.
02
Establish a baseline
Once you know what normal looks like, you can focus on outliers and the work with the most positive impact.
03
Use the right tool
Cognition360 turns ConnectWise PSA data into reports that help leaders understand the business faster.
Inside the Guide
The eight MSP metrics covered in the PDF.
The PDF explains operational, service, and profitability metrics that help MSPs understand efficiency, client value, and delivery performance.
01
Team Utilization Rate
Measure how much available team time is used for billable work.
- Capacity planning
- Billable efficiency
- Internal work visibility
02
First-Touch Resolution
Track the percentage of tickets resolved the first time an employee works on them.
- Service effectiveness
- Client experience
- Knowledge gaps
03
Single Tech on Ticket
See how often one technician can resolve a ticket without escalation.
- Training signals
- Escalation patterns
- Service consistency
04
Kill Rate Percentage
Compare closed tickets against open tickets to understand backlog health.
- Ticket throughput
- Backlog reduction
- Team workflow
05
Open-Close Same Day Percent
Measure how often tickets are completed the same day they arrive.
- Resolution speed
- Trend analysis
- Support capacity
06
Agreement Profitability Margins
Understand gross margin by agreement and how services affect the bottom line.
- Client lifetime value
- Effective rate
- Margin health
07
Effective Rates
Compare revenue against the engineer time required to support a customer.
- Revenue per hour
- Client profitability
- Service load
08
Contribution Rates
Measure the profit contribution after direct service costs are covered.
- Labor cost context
- Agreement health
- Decision support
Guide Preview
Use the guide to move from reporting to action.
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Ask the right questions
Start with questions that reveal efficiency, profitability, and service quality.
Open PDF
Establish a baseline
Use historical performance to understand normal ranges and manage exceptions.
Open PDF
Get more from ConnectWise
Turn PSA data into practical reporting for leadership and operational decisions.
Open PDFCognition360 Fit
Make KPIs useful enough to change the next decision.
The guide explains which metrics matter. Cognition360 helps ConnectWise MSPs monitor those metrics, compare trends, and drill into the customers, tickets, agreements, projects, or teams driving the number.
With over 130 reports, Cognition360 gives MSPs a clearer way to understand what is happening in the business.
Benchmarks
Compare key metrics against peer and industry performance where available.
Goals and scorecards
Track progress against operational and financial targets over time.
TBR and QBR reporting
Bring customer-specific metrics into client review conversations.
Root-cause views
Use drill-down reporting to understand why a metric changed.
Download
Open the free PDF guide.
No form fill required. The PDF is served from the new ScalePad site.
Next Step
Put the right MSP metrics in front of leadership.
Use the free guide to choose the metrics, then use Cognition360 to monitor them in your business.