> ## Documentation Index
> Fetch the complete documentation index at: https://docs.charle.agency/llms.txt
> Use this file to discover all available pages before exploring further.

# RAG Reporting

> Client health monitoring and status reporting

RAG (Red, Amber, Green) reporting tracks client health status weekly. It provides visibility into which clients are running smoothly and which need attention.

## What is RAG?

RAG uses a traffic light system:

* **Green** - Client running smoothly, no concerns
* **Amber** - Some concerns needing monitoring
* **Red** - Critical issues requiring immediate attention

Reports are recorded weekly to track client health trends over time.

<Info>
  RAG status helps management identify problems early and allocate resources effectively.
</Info>

## Who uses RAG

### CSMs and PMs

Customer Success Managers and Project Managers:

* Record weekly client status
* Add notes about concerns
* Define next steps
* Track trends over time

### Managers

Managers can:

* View all client statuses
* Monitor persistent issues
* Track week-over-week changes
* Identify patterns
* Access historical reports

### All team members

Everyone can:

* View latest RAG report
* See client health overview
* Check individual client history
* Review notes and next steps

<Note>
  While everyone can view RAG reports, only CSMs, PMs, and Managers can record them.
</Note>

## RAG statuses explained

### Green - All good

**When to use:**

* Project running smoothly
* Client happy with progress
* No blockers or concerns
* Communication flowing well
* Work delivered on time

**Characteristics:**

* Stable relationship
* Clear expectations
* Regular check-ins happening
* No escalations

### Amber - Monitor closely

**When to use:**

* Minor delays occurring
* Scope questions arising
* Client expressing concerns
* Communication needs improvement
* Budget tracking carefully

**Characteristics:**

* Manageable issues
* Action plan in place
* Regular monitoring needed
* Could improve or worsen

<Warning>
  Amber status is a warning sign. Address issues before they escalate to red.
</Warning>

### Red - Critical attention

**When to use:**

* Major delivery problems
* Client very unhappy
* Significant scope creep
* Budget severely overrun
* Relationship at risk

**Characteristics:**

* Urgent intervention needed
* Management involvement required
* Clear escalation path
* Recovery plan essential

## Recording a report

### Starting a report

<Steps>
  <Step title="Navigate to RAG">
    Click RAG in main navigation
  </Step>

  <Step title="Check current week">
    See if current week has report
  </Step>

  <Step title="Record report">
    Click "Record Report" button
  </Step>

  <Step title="Form opens">
    All active clients listed
  </Step>
</Steps>

### Completing client entries

For each client:

**1. Select status**

* Choose Green, Amber, or Red
* Status transitions limited to one step
* Previous week's status shown

**2. Add note**

* Explain current situation
* Highlight concerns if amber/red
* Note positive developments if green

**3. Define next step**

* What action is needed?
* Who is responsible?
* When will it happen?

**4. Mark complete**

* Check completion box
* Moves to next client
* Can't submit until all complete

<Tip>
  Be honest and specific. RAG reports help management help you - hiding problems doesn't help anyone.
</Tip>

### Status transition rules

You can only change status by one step:

**From Green:**

* Can stay Green
* Can move to Amber
* Cannot jump to Red

**From Amber:**

* Can move to Green (improving)
* Can stay Amber
* Can move to Red (worsening)

**From Red:**

* Can stay Red
* Can move to Amber
* Cannot jump to Green

<Note>
  This prevents drastic status swings and encourages gradual improvements through Amber stage.
</Note>

### Submitting the report

<Steps>
  <Step title="Complete all clients">
    Mark each client entry as complete
  </Step>

  <Step title="Review progress">
    Progress bar shows completion status
  </Step>

  <Step title="Submit">
    Click "Complete Report" button
  </Step>

  <Step title="Report locked">
    Report status changes to completed
  </Step>

  <Step title="Notifications sent">
    Management receives report summary
  </Step>
</Steps>

## Viewing reports

### Dashboard overview

RAG dashboard shows:

**Status distribution:**

* Count of Green clients
* Count of Amber clients
* Count of Red clients
* Percentage breakdown

**Week-over-week trends:**

* How many improved
* How many declined
* How many unchanged

**Persistent issues:**

* Clients amber/red for 3+ weeks
* Need special attention
* Require action plans

### Client list table

View all clients with:

* Current RAG status
* Assigned CSM
* Latest notes
* Next steps
* Last updated

Filter and sort:

* By status
* By CSM
* By client name
* By update date

### Individual client history

Click any client to see:

* Full RAG history
* Status trends over time
* All historical notes
* Previous next steps
* Week-by-week changes

<Info>
  Client history helps identify patterns and shows whether situations are improving or worsening.
</Info>

## Best practices

<CardGroup cols={2}>
  <Card title="Record weekly" icon="calendar">
    Complete reports every week consistently
  </Card>

  <Card title="Be honest" icon="hand">
    Accurate status helps management help you
  </Card>

  <Card title="Specific notes" icon="file-text">
    Explain why status chosen, give context
  </Card>

  <Card title="Actionable next steps" icon="arrow-right">
    Define clear, achievable actions
  </Card>

  <Card title="Monitor trends" icon="chart-line">
    Watch for persistent amber/red clients
  </Card>

  <Card title="Early escalation" icon="bell">
    Flag problems early at amber stage
  </Card>
</CardGroup>

## Writing good notes

### Green status notes

**Good examples:**

* "Project ahead of schedule. Client very happy with recent features. Next sprint planning completed."
* "Retainer running smoothly. Regular check-ins happening. No concerns this week."

**Avoid:**

* "All good" (too vague)
* Blank notes (provide context)

### Amber status notes

**Good examples:**

* "Client requesting features outside original scope. Need to have boundaries conversation. May need to convert to quote."
* "Behind on deliverables by 2 days due to dependency delays. Communicated with client, they're understanding."

**Avoid:**

* "Some issues" (too vague, what issues?)
* Not explaining the concern

### Red status notes

**Good examples:**

* "Client very unhappy with delivery quality. 3 rounds of QA fixes required. Need immediate management meeting to discuss expectations."
* "Budget 80% consumed with only 50% work complete. Major scope creep issue. Client pushing back on quote for additional work."

**Avoid:**

* Not providing urgency details
* No indication of severity

<Warning>
  For Red status, always explain the severity and what immediate action is needed.
</Warning>

## Defining next steps

### Effective next steps

**Characteristics:**

* Specific action
* Clear owner
* Realistic timeline

**Good examples:**

* "Schedule alignment meeting with client and PM by Friday"
* "Create quote for additional features requested (CSM to complete by Monday)"
* "PM to review scope with dev team and provide revised timeline"

**Weak examples:**

* "Follow up" (too vague)
* "Monitor situation" (not actionable)
* "Fix issues" (not specific enough)

## Common scenarios

### Scenario 1: Green to Amber

<Steps>
  <Step title="Previous week">
    Client was Green - all running smoothly
  </Step>

  <Step title="New concerns">
    This week client expressed concerns about delivery pace
  </Step>

  <Step title="Mark Amber">
    Change status to Amber (one step allowed)
  </Step>

  <Step title="Add note">
    "Client feeling features taking longer than expected. Need to reset expectations on complexity vs timeline."
  </Step>

  <Step title="Next step">
    "CSM to schedule call this week to review roadmap and set realistic expectations"
  </Step>
</Steps>

### Scenario 2: Red persistent issue

<Steps>
  <Step title="Third Red week">
    Client has been Red for 3 weeks
  </Step>

  <Step title="System flags">
    Appears in "Persistent Issues" count
  </Step>

  <Step title="Management review">
    Managers prioritize this client
  </Step>

  <Step title="Action plan">
    Recovery plan created with milestones
  </Step>

  <Step title="Weekly updates">
    Continue RAG reports tracking progress
  </Step>
</Steps>

### Scenario 3: Amber improving

<Steps>
  <Step title="Previous Amber">
    Last week was Amber due to delivery delays
  </Step>

  <Step title="Issues resolved">
    This week delivered on time, client satisfied
  </Step>

  <Step title="Move to Green">
    Status improved to Green
  </Step>

  <Step title="Document win">
    Note explains how situation was resolved
  </Step>
</Steps>

## RAG metrics

### Distribution

Shows health snapshot:

* High Green count = healthy portfolio
* Many Amber = need monitoring
* Any Red = urgent attention needed

**Ideal distribution:**

* 80%+ Green
* Less than 20% Amber
* 0-1 Red clients

### Week-over-week trends

Tracks momentum:

* **Improved** - Moved to better status
* **Declined** - Moved to worse status
* **Unchanged** - Same as last week

**Positive trend:**

* More improved than declined
* Red clients moving to Amber
* Amber clients moving to Green

### Persistent issues

Flags chronic problems:

* Same client Amber for 3+ weeks
* Same client Red for 3+ weeks
* Needs intervention strategy

<Note>
  Persistent issues require management involvement and structured improvement plans.
</Note>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Can't change status from Green to Red">
    Status changes are limited to one step at a time. Move Green → Amber first, then Amber → Red next week if needed.
  </Accordion>

  <Accordion title="Can't submit report">
    All clients must be marked as complete. Check progress bar and complete any remaining entries.
  </Accordion>

  <Accordion title="Previous week's status not showing">
    First report for a client won't have previous status. This is normal. Future weeks will show history.
  </Accordion>

  <Accordion title="Can't see Record Report button">
    Only CSMs, PMs, and Managers can record reports. Check your permissions. Current week may also already have a report.
  </Accordion>

  <Accordion title="Made mistake after submitting">
    Reports can't be edited once completed. Contact a manager who can create a correction if needed.
  </Accordion>
</AccordionGroup>

## Next steps

<CardGroup cols={2}>
  <Card title="Client History" icon="clock-rotate-left" href="/user-guide/rag/client-history">
    View individual client RAG history
  </Card>

  <Card title="Recording Reports" icon="pen" href="/user-guide/rag/recording-reports">
    Step-by-step guide to recording
  </Card>

  <Card title="Clients" icon="users" href="/user-guide/clients">
    Back to client management
  </Card>

  <Card title="Help Desk" icon="headset" href="/user-guide/help-desk">
    Track client support issues
  </Card>
</CardGroup>