Customer Health Report

This report provides you insights into the health of your customers' devices, with summary metrics regarding monitored agents, key alerts, and more.

This article describes:

• What is in the Customer Health report
• Generating a Customer Health report
  • Exporting the report
• Scheduling the Customer Health report
  • Editing the report schedule

The Customer Health Report

The report shows the following metrics:

Summary

The summary section provides you with an overview of your customers' monitored devices, including desktops, Macs, servers and SNMP devices.  

Agents Health

This section details the proportion of agents with a Healthy (no alerts), Warning, or Critical alert status. 

Other Devices Health

This section details the health of all devices in the Other category, including monitored websites (HTTP), TCP, and non-SNMP (Generic) devices. Learn more 

Alert Categories

This section of the report displays a customer's alerts by type (Warning or Critical), as well as by category (Availability - whether the agent is offline or not - or General alerts).

Top Historical Alerts

This section provides a detailed list of past alerts in the chosen time period, including data about their severity, category (e.g., Hardware or Availability), and how many times they repeated themselves. 

Generate the Customer Health Report

To run the Customer Health report:

1. From Reports (on the sidebar), click Customer Health.

The Customer Health Report page appears.

2. Select the report parameters:

• Time Period: Today, Yesterday, Last 7 Days, Last 30 Days, Last 60 Days, Last 120 Days, This Month, Last Month, Last Two Months, or Custom Range.
• Customer Name

Note: If you'd like to exclude devices that are no longer in use, check Exclude retired devices. To define a retired device, go to Admin > Settings > Devices. Learn more

3. Click Generate. The Agent Health report displays (see What is in the Customer Health report).

To export the report:

Click the Export dropdown in the upper-right corner, and select PDF. 

Schedule the Customer Health Report

To schedule the Customer Health report:

1. From Reports, on the side panel, click Customer Health.

The Customer Health Report page is displayed.

2. Click the Schedule Report tab.

3. Select the report parameters:

• Time Period: Today, Yesterday, Last 7 Days, Last 30 Days, Last 60 Days, Last 120 Days, This Month, Last Month, Last Two Months, or Custom Range.
• Customer Name

Note: If you'd like to exclude devices that are no longer in use, check Exclude retired devices. To define a retired device, go to Admin > Settings > Devices. Learn more

4. Click Schedule. The Add Report Schedule window appears: 

• Give the scheduled report a clear, concise description.
• Select the Recipients (select Contacts or Technicians).
• Select the Contact/ Technician Name(s).
• You can schedule weekly and/or monthly reports.
  • For Weekly, select the day, hour, and frequency.
  • For Monthly, select the date and hour.

• Click Apply. The schedule will appear in the Add Report Schedule window. 

5. Click Apply.

Done! The scheduled report appears on the Scheduled Reports page.

To edit the report schedule:

The scheduled report can be edited. You can edit the Configuration (Description, Recipients, Contact / Technician Name(s), and schedule), as well as the Filters (Time Period, Customer Name, Agent Name(s), and whether or not to exclude retired devices).