Service Hours Feedback

Service Hours Feedback compares the hours you estimate for a service with the hours your team records for it in your PSA. It shows you which services keep running over or under, and how each delivered project came out against what you sold.

It needs a ConnectWise, Autotask or HaloPSA integration, and projects you have pushed to it. You see the results in two places:

• The Review tab on Settings > Content > Professional Services, which looks at each service across all your projects.
• The Project Review page, which looks at one delivered project at a time.

Before any data shows

Both screens fill in only after work has been delivered in your PSA:

1. Push a project to your PSA. Each service and subservice that maps to a PSA ticket or task is recorded for tracking at that point.
2. ScopeStack checks those PSA items in the background for the hours recorded against them. It keeps checking until the item is complete in the PSA.
3. Once a service is complete, it counts as delivered.

How the PSA marks an item complete depends on the PSA:

A connection that is no longer connected is not checked, and neither are canceled or sandbox accounts.

The Review tab

The Review tab sits between Pending and Archived on the Professional Services page. It shows only on accounts with a PSA integration, and only for Professional Services, not Managed Services. The number in the tab title counts the services that are running over or under.

On this screen: The Professional Services page has the tabs Active, Pending, Review (n) and Archived. The Review tab lists one row per service with the columns Service, Finding, Impact, Deliveries, Confidence and Last Delivered. Click a service name to open it. Click Finding, Impact, Deliveries or Confidence to sort.

Each row is a service from your catalog that has been delivered on at least one pushed project. The columns mean:

• Finding: “Actual hours run N% over estimates” or “Actual hours run N% under estimates”. N is the typical miss for that service.
• Impact: the typical hours missed per delivery, multiplied by the number of deliveries. The list opens with the largest impact first.
• Deliveries: how many delivered project services the finding rests on.
• Confidence: a cautious estimate of the share of this service’s deliveries that miss in that direction. It stays low until there are enough deliveries to be sure. A row appears only when this is above 50%.
• Last Delivered: the most recent date one of those services closed in the PSA.

A service whose deliveries do not lean one way is not listed. If nothing qualifies yet, the tab says “No delivery data yet. Estimate accuracy is calculated weekly from services delivered through your PSA.”

How the figures are worked out

• ScopeStack recalculates every week.
• It looks at deliveries from the last 24 months. Recent deliveries count for more than old ones.
• A delivery counts as neither over nor under when it lands between about 13% under and 15% over its estimate.
• The typical miss is a median, so one badly keyed time entry does not create a finding.
• Only complete services with an estimate and recorded hours are used. A completed service with no hours recorded is skipped, not counted as zero.
• A service you added to a project without linking it to a catalog service is left out, because there is no catalog service to correct.

The Project Review page

Project Review is in the main navigation, next to Projects. It lists projects where at least one service or subservice has been completed in your PSA, ordered by the most recent completion first.

On this screen: The Project Review page shows one row per project with the columns Project, Client, Last Completed, Settled, Sold Hrs, Actual Hrs, Delta and Variance. You can sort by Project and Last Completed. Click a project name to open its review. If nothing has completed yet, the page says “No projects have completed delivery yet. A project appears here once one of its services closes in your PSA.”

Hours on these pages cover settled services only. Settled shows how many of a project’s tracked services have finished, for example “3 of 5”. When some are still open, the row adds “Hours cover settled services only”. When a finished service has subservices that were never recorded, the row adds “N services missing PSA data”. Treat that project’s actual hours as too low.

Delta is actual hours minus sold hours, so a plus sign means the project ran over. Variance is the delta as a percentage of sold hours. It shows a dash, not 0%, when no settled service had an estimate.

One project’s review

Click a project to see its review. The header shows the project name, the client and the date of the last completed service. Below it, Estimate, Actual, Delta and Variance give the project totals, followed by “N of M services settled”.

On this screen: Under the totals, a table lists each tracked service with the columns Service, Status, Coverage, Estimate, Actual, Delta, Variance, Closed and Estimate History. The service that ran furthest over its estimate is first.

• Status is Delivered or Still delivering. A service that is still delivering is listed but not included in the totals.
• Coverage says “Some subservices were never recorded” on a delivered service when hours exist only on subservice tickets and some active subservices have no record. Otherwise it shows a dash.
• Estimate History shows how that catalog service has run on other projects, in the same words as the Finding column. It reads “No delivery history yet” when there is none, and stays blank when the service shows no consistent lean.

If a project has no PSA delivery recorded, the page says “No PSA delivery data has been recorded for this project.”

Who can see it

• Project Review needs at least View on the Project Overview privilege, under Projects in Settings > Roles.
• The Review tab is part of the Professional Services page, so it follows the Professional Services privilege under Settings in the same role editor.

Limits to know about

• ConnectWise: only subservices pushed as one ticket each are tracked. Subservices pushed as tasks on a ticket carry no time of their own, so they are not recorded.
• A PSA that records time on the subservice tickets, or on the service ticket alone, both work. ScopeStack uses whichever level carries the hours.
• When hours are recorded only on subservice tickets, the Review tab leaves out a service if some of its active subservices were never recorded. A partial push would otherwise read as an under-run.
• If a project has two PSA connections for the same work, ScopeStack uses the fuller reading rather than adding them together.