[Product Draft] Team Utilization and Efficiency KPIs for ConnectWise Manage

The Team Utilization and Efficiency KPIs for ConnectWise Manage app contains reports on Utilization, Realization, and Billable Utilization of a team.
These aim to help MSP Business Owners and Service Managers reach their target % utilization by ensuring that each team member are working on the right type and number of tickets.

Dashboards List and Description

Dashboard Name	Description
Summary	The Summary dashboard shows key team metrics and highlights the 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 top technicians/teams in terms of utilized and realized hours.
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 team metrics and highlights the 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.