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N O T I C E
MSPbots WIKI is moving to a new home at support.mspbots.ai to give you the best experience in browsing our Knowledge Base resources and addressing your concerns. Click here
for more info!
The Team Utilization and KPIs for Connectwise Manage app contains reports that give useful insights to MSP Business Owners and Service Managers.
These aim to help the team reach its target efficiency and ensure that each member has the ideal amount and type of work.
Dashboards List and Description
Dashboard Name | Description |
---|---|
Summary | The Summary dashboard shows key KPIs and highligths the resulting Utilization, Realization, and Billable Utilization for the selected date range. It also has column charts that show the monthly trend for these metrics over the last 12 months. |
Comparison | This dashboard contains a table that shows a breakdown of key KPIs on a per technician level to allow Managers to review the performance of specific teams/individuals. For a quick view, it also has graphs showing realized hours recorded for each Work Category. |
Compare Periods | This dashboard has 2 similar tables showing breakdown of KPIs on a per technician level to allow users to compare an individual's utilization across different periods or against other members. |
Compare Teams | This dashboard has 2 similar tables showing breakdown of KPIs on a per team level to allow users to compare a team's utilization across different periods or against other teams. |
Work Category | This dashboard shows recorded hours for each Work Category and Business Unit on a per team/technician level. |
Non Billable Time | This dashboard gives a complete breakdown of time entries tagged as Do Not Bill or No Charge on a per team and technician level. Also shows proportion of non billable time recorded against customer and internal teams. |
Daily Time Span | This dashboard shows a comparison between the computed Total Daily Span (hours spent by a technician) and Total Labor Hours (hours logged for work by a technician). |
Daily Chart | This dashboard shows the daily average and trend for the following KPIs: Utilization, Realization, Billable Utilization, Do Not Bill, and No Charge |
Weekly Chart | This dashboard shows the weekly average and trend for the following KPIs: Utilization, Realization, Billable Utilization, Do Not Bill, and No Charge |
Non Business Hours | This dashboard gives a breakdown of Time Entries under Non-Business Hours on a per technician and date entry level. |
Definition of Terms
Terms | Definition/Calculation |
---|---|
Available Hours | Daily capacity recorded per member * # of weekdays for selected date range |
Staff Available Hours | Available Hours less PTO hours |
Staff Billable Days | Staff Available Hours divided by 8 hours. Used to compute for utilized/day, realized/day, and billable utilized/day. |
Utilized Hours | Actual hours worked based on time entries excluding PTO hours |
Utilization % | Utilized hours / Staff Available Hours |
Realized Hours | Utilized Hours excluding time entries against internal companies |
Realization % | Realized / Staff Available Hours |
Billable Utilized Hours | All time entries that are considered Realized and are Billable |
Billable Utilization % | Billable hours / Staff Available Hours |
PTO | Total hours of recorded Paid Time Off such as Holiday, lunch, Vacation/Personal |
Invoiceable | Time entries that are billable but not against an Agreement |
No Charge | Total hours of time entries tagged as No Charge |
Do Not Bill | Total hours of time entries tagged as Do Not Bill |
Business Hours | Tune entries under business hours |
Non-Business Hours | Tune entries under non-business hours |
Daily Span | Latest time entry End Time - earliest time entry Start Time of each member for each day |
Labor Hours | Total actual hours worked based on time entries |
Summary Dashboard
The Summary dashboard shows key KPIs and highligths the resulting Utilization, Realization, and Billable Utilization for the selected date range. It also has column charts that show the monthly trend for these metrics over the last 12 months.
Available slicers are: Business Unit, Team, Technician, Date Range.
Comparison Dashboard
This dashboard contains a table that shows a breakdown of key KPIs on a per technician level to allow Managers to review the performance of specific teams/individuals. For a quick view, it also has graphs showing realized hours recorded for each Work Category.
Available slicers are: Business Unit, Team, Technician, Date Range.
Compare Periods Dashboard
This dashboard has 2 similar tables showing breakdown of KPIs on a per technician level to allow users to compare an individual's utilization across different periods or against other members.
Available slicers are: Business Unit, Team, Technician, Date Range.
Compare Teams Dashboard
This dashboard has 2 similar tables showing breakdown of KPIs on a per team level to allow users to compare a team's utilization across different periods or against other teams.
Available slicers are: Business Unit, Team, Technician, Date Range.
Work Category Dashboard
This dashboard shows recorded hours for each Work Category and Business Unit on a per team/technician level.
Available slicers are: Business Unit, Team, Technician, Date Range.
Non Billable Time Dashboard
This dashboard gives a complete breakdown of time entries tagged as Do Not Bill or No Charge on a per team and technician level. Also shows proportion of non billable time recorded against customer and internal teams.
Available slicers are: Business Unit, Team, Technician, Date Range.
Daily Time Span Dashboard
This dashboard shows a comparison between the computed Total Daily Span (hours spent by a technician) and Total Labor Hours (hours logged for work by a technician).
Available slicers are: Team, Technician, Date Range.
Daily Chart Dashboard
This dashboard shows the daily average and trend for the following KPIs: Utilization, Realization, Billable Utilization, Do Not Bill, and No Charge
Available slicers are: Business Unit, Team, Technician, Date Range.
Weekly Chart Dashboard
This dashboard shows the weekly average and trend for the following KPIs: Utilization, Realization, Billable Utilization, Do Not Bill, and No Charge
Available slicers are: Business Unit, Team, Technician, Date Range.
Non Business Hours Dashboard
This dashboard gives a breakdown of Time Entries under Non-Business Hours on a per technician and date entry level.
Available slicers are: Business Unit, Team, Technician, Date Range.