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Client history shows how a client’s RAG status has changed over time. It provides valuable context for understanding trends and patterns in client relationships.

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Accessing client history

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From RAG dashboard

1

Go to RAG page

Click RAG in main navigation
2

Find client

Locate client in the list
3

Click client name

Opens client history page

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From client page

1

Go to client

Navigate to client detail page
2

View RAG section

RAG status shown in client overview
3

Click history link

Opens full RAG history

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What you’ll see

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Current status

At the top:
  • Current RAG status (Green/Amber/Red)
  • When it was last updated
  • Who recorded it
  • Latest notes

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Status trend chart

Visual representation showing:
  • Status changes over time
  • Timeline on X-axis
  • Status (Green/Amber/Red) on Y-axis
  • Clear visualization of trends
Trend patterns:
  • Stable Green - Long-term healthy client
  • Fluctuating - Ups and downs, needs attention
  • Declining - Getting worse over time
  • Improving - Recovery from issues
The trend chart makes it easy to spot patterns at a glance. Look for sustained periods at one status.

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Historical entries

Complete history table showing:
  • Week commencing date
  • RAG status that week
  • Notes recorded
  • Next steps defined
  • Who recorded it
  • When it was recorded
Sorted by date (newest first).

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Reading the history

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Identifying patterns

Positive patterns:
  • Consistent Green for multiple weeks
  • Steady improvement (Red → Amber → Green)
  • Quick recovery from Amber to Green
Concerning patterns:
  • Frequent status changes (unstable)
  • Persistent Amber (3+ weeks)
  • Persistent Red (immediate concern)
  • Declining trend (Green → Amber → Red)

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Understanding context

Each entry provides:
  • Why status was chosen (in notes)
  • What was happening that week
  • What action was planned (next steps)
  • Whether action was taken (next week’s notes reference it)
Read 3-4 weeks of history together to understand the full story, not just isolated snapshots.

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Using history effectively

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For CSMs

Use history to:
  • Prepare for client check-ins
  • Identify recurring issues
  • Track action item follow-through
  • Demonstrate improvement to stakeholders
  • Plan proactive interventions
Example use case: 
Week 1: Amber - "Budget concerns arising"
Week 2: Amber - "Had budget conversation, client understanding"
Week 3: Green - "Budget tracking agreed, client satisfied"
Shows problem identified, addressed, and resolved.

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For PMs

Use history to:
  • Understand client relationship context
  • Review delivery patterns
  • Identify resource needs
  • Plan capacity allocation
  • Spot early warning signs

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For Managers

Use history to:
  • Assess account health trends
  • Identify systemic issues
  • Evaluate intervention effectiveness
  • Make strategic decisions
  • Monitor CSM performance
History is especially valuable for managers joining client conversations - provides instant context.

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Common history scenarios

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Scenario 1: Persistent Amber client

History shows: 
Week 1: Amber - "Delivery delays"
Week 2: Amber - "Still behind schedule"
Week 3: Amber - "Catching up slowly"
Week 4: Amber - "Another delay occurred"
Interpretation:
  • Problem not being resolved
  • Action plans not working
  • Needs management intervention
  • Different approach required

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Scenario 2: Recovered Red client

History shows: 
Week 1: Red - "Major issues, client very unhappy"
Week 2: Red - "Recovery plan in place"
Week 3: Amber - "Issues resolved, rebuilding trust"
Week 4: Green - "Back on track, relationship restored"
Interpretation:
  • Crisis handled effectively
  • Recovery plan worked
  • Shows successful problem-solving
  • Good outcome documented

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Scenario 3: Declining health

History shows: 
Week 1: Green - "All good"
Week 2: Green - "Running smoothly"
Week 3: Amber - "Minor concerns appearing"
Week 4: Red - "Concerns escalated to critical"
Interpretation:
  • Rapid decline
  • Amber warning signs missed?
  • Needed earlier intervention
  • Learn for future similar patterns

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History table features

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Filtering

Filter history by:
  • Date range
  • Status (show only Red weeks)
  • Specific CSM
  • Keywords in notes

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Sorting

Sort by:
  • Date (newest/oldest first)
  • Status severity
  • Who recorded

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Exporting

Download history:
  • For client presentations
  • For management reviews
  • For pattern analysis
  • CSV format
Export history before client review meetings. Shows client you’re tracking their project health seriously.

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Notes and next steps in history

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Reviewing notes

Good historical notes show:
  • Clear explanation of status
  • Specific issues or wins
  • Context for decisions
  • Progress on previous concerns
Example good note:
“Delivered feature 2 days late due to scope changes. Client understanding but watching timeline closely. Need to improve estimation for next sprint.”

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Reviewing next steps

Check if next steps were:
  • Actually completed (next week’s notes mention it)
  • Effective (led to improvement)
  • Realistic (achievable within timeframe)
  • Specific (clear action)
Tracking accountability:
  • Week 1 Next Step: “Schedule timeline review meeting”
  • Week 2 Notes: “Had timeline meeting, reset expectations” ✓ Done

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Using history for planning

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Predictive patterns

Historical data helps predict:
  • When busy periods occur
  • What triggers status decline
  • How long recovery takes
  • Which issues recur
Example pattern:
  • Client goes Amber every December (holiday season)
  • Recovers to Green by mid-January
  • Plan extra capacity for December proactively

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Proactive management

Use history to:
  • Intervene before decline
  • Allocate resources wisely
  • Set realistic expectations
  • Communicate effectively
Clients with consistent Green history for 6+ months are stable. Focus management time on volatile clients.

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Best practices

Review regularly

Check history monthly for all your clients

Share context

Reference history in team discussions

Learn patterns

Identify what triggers status changes

Document wins

Show how problems were solved

Track follow-through

Verify next steps were completed

Use in planning

Historical patterns inform future decisions

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Troubleshooting

New clients won’t have RAG history until first report completed. Wait until at least one weekly report recorded.
If weeks are missing, reports may not have been completed those weeks. Check with CSM or manager.
Ensure you have permissions to view that client. Check you’re accessing via correct URL or client list.
History shows what was officially recorded. If you recall differently, check if report was completed properly that week.
Historical entries cannot be edited once completed. Contact manager if significant error needs noting.

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Next steps

RAG Overview

Back to RAG reporting overview

Recording Reports

Learn how to record RAG reports

Clients

Client management overview

Help Desk

Track client support issues