Organization Guide: Reports & Analytics

This guide explains how to access and understand reports and analytics for your organization in the CRM system.

Overview

Reports and analytics help you understand:

How many referrals you receive
Which resources are most used
Response times and outcomes
Team activity and performance
Service delivery metrics

Accessing Reports

Step 1: Navigate to Reports

Log in as organization administrator
Go to Admin in the main navigation
Look for "Reports" or "Analytics" section
Or check your dashboard for summary metrics

Step 2: Select Report Type

Choose what you want to view:

Referral statistics
Resource utilization
Team activity
Service outcomes
Custom date ranges

Available Reports

Referral Statistics

Overview Metrics:

Total referrals received
Referrals by status (submitted, accepted, denied, completed)
Acceptance rate
Average response time
Completion rate

Time Periods:

Today
This week
This month
This quarter
This year
Custom date range

What It Shows:

How many referrals you've received
How quickly you respond
Acceptance vs. denial rates
Completion outcomes

Resource Utilization

Metrics:

Referrals per resource
Most requested resources
Resource capacity usage
Resource status breakdown

What It Shows:

Which programs are most popular
Resource demand patterns
Capacity planning needs
Resource performance

Team Activity

Metrics:

Users by role
Activity by user
Referrals created by team members
Response times by user

What It Shows:

Team member activity levels
Workload distribution
Performance metrics
Training needs

Service Outcomes

Metrics:

Completed referrals
Service delivery outcomes
Client satisfaction (if tracked)
Follow-up needs

What It Shows:

Service delivery success
Program effectiveness
Areas for improvement
Impact measurement

Understanding Metrics

Acceptance Rate

Calculation: (Accepted Referrals / Total Referrals) × 100

What It Means:

Higher rate = more clients qualify
Lower rate = stricter eligibility or capacity issues
Goal: Balance between accessibility and capacity

Average Response Time

Calculation: Average time from referral submission to your response

What It Means:

Faster = better client service
Goal: Respond within 24-48 hours
Track to identify bottlenecks

Completion Rate

Calculation: (Completed Referrals / Accepted Referrals) × 100

What It Means:

Higher rate = successful service delivery
Lower rate = may indicate barriers
Goal: High completion rate

Referral Volume

What It Shows:

Demand for your services
Seasonal patterns
Growth trends
Resource needs

Using Reports for Decision Making

Resource Planning

Use reports to:

Identify high-demand resources
Plan capacity increases
Adjust eligibility if needed
Allocate resources effectively

Performance Improvement

Use reports to:

Identify response time issues
Find bottlenecks in process
Improve acceptance rates
Enhance service delivery

Team Management

Use reports to:

Balance workload
Identify training needs
Recognize high performers
Address performance issues

Strategic Planning

Use reports to:

Understand service demand
Plan program expansion
Justify funding requests
Demonstrate impact

Exporting Data

Export Options

Many reports allow you to:

Export to CSV
Export to Excel
Print reports
Share with stakeholders

When to Export

Export data for:

Grant reporting
Board presentations
Funding requests
Strategic planning
Compliance requirements

Custom Date Ranges

Setting Date Ranges

Select report type
Choose date range option
Select start and end dates
Apply filter
View results for that period

Common Date Ranges

Monthly - Compare month to month
Quarterly - Track quarterly trends
Yearly - Annual comparisons
Custom - Specific periods (grants, programs)

Dashboard Overview

Key Metrics Display

Your dashboard shows:

Pending Referrals - Need your attention
Active Resources - Currently available
Team Members - Users in organization
Recent Activity - Latest actions

Quick Insights

Dashboard provides:

At-a-glance overview
Quick access to details
Alerts for action needed
Trend indicators

Best Practices

Regular Review

Review Weekly - Check key metrics
Monthly Analysis - Deep dive into trends
Quarterly Planning - Use for strategic decisions
Annual Review - Comprehensive analysis

Action-Oriented

Set Goals - Based on metrics
Track Progress - Monitor improvements
Make Adjustments - Based on data
Measure Impact - Of changes made

Share Insights

Team Meetings - Discuss metrics
Stakeholder Reports - Share with board/funders
Strategic Planning - Use for decisions
Celebrate Success - Recognize achievements

Common Questions

Why is acceptance rate low?

Possible reasons:

Strict eligibility requirements
Capacity constraints
Geographic limitations
Missing information in referrals

Actions:

Review eligibility criteria
Check capacity availability
Improve communication with caseworkers
Clarify requirements

Why is response time high?

Possible reasons:

High volume of referrals
Manual review process
Staffing constraints
System issues

Actions:

Streamline review process
Increase staffing if needed
Automate where possible
Set response time goals

Which resources need attention?

Look for:

High demand, low capacity
Low acceptance rates
Slow response times
High denial rates

Actions:

Increase capacity if possible
Review eligibility requirements
Improve resource descriptions
Communicate with caseworkers

Troubleshooting

Can't Access Reports

Verify you have org_admin role
Check organization assignment
Contact administrator if needed

Data Seems Incorrect

Verify date range
Check filters applied
Confirm data entry accuracy
Contact support if issue persists

Missing Metrics

Check if data exists for period
Verify filters aren't too restrictive
Ensure activities are being logged
Contact support if needed

Related Guides

Getting Started - Basic overview
Managing Referrals - Referral workflow
Managing Resources - Resource management

Questions About Reports? Contact your system administrator for assistance with analytics and reporting.