ConnectWise Financial Dashboard Troubleshooting and FAQ
Tips before you dig in
- Hover over any field to see its definition, calculation, and the exact amount it represents.
- The dashboard refreshes on a 5-minute cache cycle. If a number just changed, wait a few minutes before assuming something is broken.
- Time entries appear in the month they were entered, not the month they were invoiced.
Common issues
My costs are showing as zero
Check three things:
- Go to Setup > Member Maintenance and confirm each employee has an Hourly Cost set. Labor cost pulls from this field.
- Go to Setup > Setup Tables > Time > Work Type and verify that each billable work type has a Cost Multiplier set. This field is typically
1— a blank value means no cost calculates. - For product line items, open the product record and confirm a Cost value is entered.
The numbers don’t match my accounting package
The Financial Dashboard shows invoiced revenue by invoice date, but hours display by the date the work was performed — not the invoice date.
For example: if a technician enters time in November but you don’t invoice until December, the hours and cost show on the November dashboard. Your accounting package likely reports everything by invoice date, which is why the totals diverge.
Agreement hours aren’t calculating cost in the Financial Dashboard
- Only billable time contributes cost against agreements. Do Not Bill and No Charge entries are excluded. If you run all-inclusive agreements, set all time to billable against the agreement — this is the only way to get an accurate effective rate.
- If time is billable and still not showing, select the time entry and confirm the agreement is listed on it. Then go to the Time tab on the agreement and check the App Hours column — it should be greater than zero if the time is covered.
What’s the difference between Internal Time and Charge Codes?
Both track time against your internal company. Internal time is entered against tickets. Charge codes are selected directly on a timesheet.
Can workflows run in the Financial Dashboard?
No. Workflows don’t run against the Financial Dashboard. Use it to analyze your business, not to trigger automations.
Why do some agreements show in Gross Margin while others show in Extended Amounts?
- Gross Margin reflects invoices and the costs tied to those invoices.
- Extended Amounts reflects actual time covered by agreements, regardless of invoicing.
Do downpayment invoices appear in the Financial Dashboard?
No. The dashboard shows revenue when it is realized on the final invoice the downpayment is applied to — not when the downpayment invoice is created.
Where does agreement overage appear?
Agreement overage shows under Services, not Agreements. Overage is not part of recurring agreement revenue, so ConnectWise separates it.
Why does a time entry show under both Agreements and Services?
When a time entry is only partially covered by an agreement, the covered portion (revenue and cost) appears under Agreements. The uncovered portion appears under Services.
Does the Financial Overview include all time entries, or only invoiced items?
The Cost column includes all time entries — billable and non-billable, invoiced or not. Every time entry costs your company regardless of billing status.
The Revenue column only updates when time, expenses, products, or miscellaneous amounts are attached to an invoice.
If time is covered by an agreement and never invoiced, does it count as revenue under Services?
No. Covered time shows in Agreements > Cost. It does not generate revenue until the agreement is invoiced.
- If covered time ends up on a standard invoice, it still does not show as revenue there — the Agreement Invoice Amount is the revenue.
- Agreement > Revenue only populates when the agreement itself has been invoiced. Check the agreement’s Invoices tab to confirm.
- Overage (time not covered by the agreement) shows in Service > Cost and Revenue, with revenue appearing once invoiced.
Do Fixed Fee Projects appear under Services?
Yes. When invoiced, Fixed Fee Projects display in Services > Revenue. Time entered against fixed fee tickets or projects still incurs cost, which appears in Services > Cost.
The dashboard uses the date on the time entry for cost. The fixed fee invoice amount appears in the date range when it was invoiced.
Why are Agreement Gross Margin numbers slightly off from the actual amounts?
If an agreement bills on a cycle other than monthly, the displayed amounts are rounded based on the number of days in the cycle and the month being viewed.
Regular review cadence
Use the Financial Dashboard on a regular cycle to stay ahead of margin issues:
- Weekly — Flag service and project tickets that look underbilled or at risk.
- Monthly — Identify what wasn’t invoiced last month. Find agreements to watch.
- Quarterly — Review agreements before client meetings. Are you underperforming or ahead of expectations?
- Yearly — Review all contracts against your margin goals. Set next year’s targets. Find and address margin dips.