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Customer Periodic Report Logic

 This article provides detailed information about the Customer Periodic report.

 

Overall System Health

Displays the average score for all agents, based on the logic explained below.

 

What is the measurement scale?

The lowest score is 0.

The highest score is 100.

 

How is the 'Overall System Health' score calculated?

 

The score is calculated by subtracting from the default score, based on the event types listed below:

Event Type Result
Agent should monitor device and Agent is offline Score is set to 0
Agent has Critical type Performance Alert -15%
Agent has Warning type Performance Alert -10%
Agent has a Hardware or Disk Alert -10%
Agent has a Hardware or Disk Alert on a System Drive -20%
Agent has an Exchange Alert -20%
Agent has a General (Service Down) Alert -20%
Agent has a General (Windows Event) Alert -5%
Agent has a Fatal Windows Event Alert -10%

 

 

Example: Customer A has 3 agents.

 

Agent Agent Score
Agent 1 is offline but should monitor another device 0%
Agent 2 has a Critical Severity Performance Alert + and an Exchange Alert 65%
Agent 3 has a Fatal Windows Event Alert + a Disk Alert on a System Drive  70%
Overall System Health =  45%
 
 
 
 
 
 
 
 

System Checklist

Displays the percentage of installed updates VS all available updates.

 

Example: Customer A has 2 agents.

 

Agent 1 has 3 updates (1 Installed)
Agent 2 has 3 updates (2 installed)
Total updates: 6
Installed Update: 3
Patch Score = 50%

 

 

 

Backup Score

 

This report displays the average percentage of successful backup processes between PCs and Servers (When there's no valid backup, the backup score will be N/A).

 

Example: Customer A has 5 agents (2 Pc's and 3 Servers).

 

Agent PC 1 backup process succeeded
Agent PC 2 backup process succeeded
Agent Server 1 backup process failed with a Critical Error
Agent Server 2 backup process failed with an Attention Error
Agent Server 3 backup process succeeded
PC backup score = 100%
Server backup score = 33%
Backup Score = 66.5%
 
 
 

 Satisfaction Score

Displays the average score of surveys completed by end users.

The score is calculated as the average points based on 3 questions.

 

Example: 

Customer A sent 3 surveys.

 

Survey 1 has a score of 1.7
Survey 2 has a score of 3
Survey 3 has a score of 4
Average Score = 2.9 
Satisfaction Score = 58% (2.9 x 20)

 

 

Disk Score

Displays the average score of free space between all agents.
This score is calculated as:
50% for a free space that is equal or less than 10%
75% for a free space that is equal or less than 25%, and higher than 10%
100% for a free space that is greater than 25%

 

Example: Customer A has 3 agents.

 

Agent 1 has 20% free space (Score = 75%)
Agent 2 has 5% free space (Score = 50%)
Agent 3 has 35% free space (Score = 100%)
Disk Score = 75%

 

 
 
 
 
 
 
 

 

 

Server Score

 

Displays the average score for all PCs.
Logic is identical to Overall System Health.

 

Workstation Score

 

Displays the average score for all PCs.
Logic is identical to Overall System Health.
 

 

Server Availability

 
 
Displays the average score for all agent availability based on the length of time the server had no alerts in a selected time period.

 

Example: Customer A has 2 agents (Servers).

 

Server 1 had 2 Alerts in the past week (total duration of Alerts until resolved: 11 hours)
Server 2 and 3 had 3 Alerts in the past week (total duration of Alerts until resolved: 15 hours)
Server 1 availability in the past week = 93.45%
Server 2 availability in the past week= 91.07%
Server Availability in the past week = 92.26%
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
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