The metrics library covers the built-in KPIs and analytics Clarity calculates from your PSA data. These metrics power the executive dashboard, per-client views, and the benchmarks THEO uses when answering questions.
Understanding what each metric measures helps you interpret your dashboards and set meaningful alert thresholds.
Executive KPIs
These appear on the overview and executive dashboard.
| Metric | What It Measures |
|---|---|
| MRR (Monthly Recurring Revenue) | Sum of active contract MRR values across all clients |
| ARR (Annual Recurring Revenue) | MRR × 12 |
| Active Clients | Count of companies with at least one active contract |
| Gross Margin | Revenue minus cost of delivery (labor and direct costs) |
| Open Tickets | Total count of non-closed, non-resolved tickets |
| Headcount | Active team members in your connected PSA |
Client Health Score
Each client receives a health score from 0 to 100. The score combines four components:
- Ticket trend — whether open ticket volume is rising or falling
- SLA performance — the rate at which tickets breach SLA thresholds
- Open ticket age — how long tickets have been open on average
- Payment status — whether invoices are current or overdue
A score near 100 means a client is in good shape across all dimensions. Scores below 50 typically indicate an SLA or aging problem worth investigating.
Profitability Metrics
Found under Metrics > Profitability.
- Client profitability — revenue minus labor cost per client, based on time entries and hourly rates
- Tech performance — billable hours, utilization rate, and average hourly yield per technician
SLA Metrics
Found under Metrics > SLA.
- SLA breach rate — percentage of tickets that exceeded their SLA due date
- Response SLA compliance — percentage of tickets where the first response met the response SLA deadline
Revenue and Forecasting
Found under Metrics > Revenue and Forecasting.
- Revenue forecast — projected MRR and ARR based on contract trends
- Capacity forecast — projected technician hours available vs. demand
- Churn risk score — per-client risk signal derived from health trends, indicating clients at risk of not renewing
Benchmarks
Clarity includes industry-estimate benchmark percentiles for each metric, broken down by vertical (MSP, Legal). These benchmarks are pre-loaded estimates — not observed data from other tenants. They appear in THEO responses when you ask how your numbers compare. They are labeled as industry estimates in all contexts.
FAQ
Where does the labor rate come from for profitability calculations? The default labor rate is set in Clarity's org settings (default: $75/hour). You can override it per org. Actual billable hours come from your PSA time entries.
Are the health score weights configurable? The health score formula is fixed within the platform. The four components (ticket trend, SLA, open age, payment status) are weighted by the platform, not per-org.
Do benchmarks update? Benchmarks are set by the platform and change only when The One Stack updates them as part of its continuous updates. They do not change in real time and are not computed from live data.