The Utilization and Efficiency report analyzes crucial data points such as ticket resolution times, resource utilization, and client efficiency. It provides valuable insights into how efficiently your resources are being used and how well your clients are performing. By leveraging this data, you can easily improve service quality, manage resources efficiently, and boost profitability.
Who can access these reports?
By default, only users with the “MSP admin” role can access these reports. However, as an MSP admin, you can grant access to Client Managers and Technicians:
Go to Settings > Roles and Groups > Technician Roles.
Click the Edit icon, and under "Reporting," enable "Allow" for "Efficiency Reports."
📝Note: This report is exclusively available only for users with Super Plan
Viewing the report:
To access the Utilization and Efficiency report:
Navigate to Modules > Reports.
Under Default Reports, you’ll find the Efficiency Report
📝Note: This report is only available as a default report and cannot be customized.
3. You have the flexibility to adjust the timeframe for generating the report according to your preference. By default, the report is set to display data from the "last month."
📝Note: You can only generate this report with a maximum time frame limited to the past 12 months.
4. The report consists of three main sections: Resource Utilization, Client Efficiency Analysis, and Trend Analysis.
Resource Utilization:
This section helps you understand how well your technicians are being utilized by analyzing data on the total time spent working on tickets within the chosen timeframe.
📝Note: The total time spent includes both billable and non-billable hours directly spent working on tickets.
1. You’ll be able to visualize this data in a clear chart that ranks your top 20 clients based on the total time spent compared to the total number of tickets.
2. To see a breakdown of all your clients’ resource utilization, click the “View Resource Utilization for All Clients” button.
Client Efficiency Analysis:
This section shows a comparison of client efficiency against the company baseline. This enables you to identify areas for improvement and replicate best practices from efficient clients to elevate overall performance.
Based on the chosen time frame you’ll be able to see what your company baseline is for the average time spent and the average resolution time per ticket.
2. You can also filter the top 10 most and least efficient clients based on the company baseline.
3. You’ll also be able to see how efficient each client is from the table as shown below.
How efficiency is calculated:
Our efficiency percentage is determined by comparing the difference in percentages between our overall company efficiency metric and the client's efficiency metric. The calculation formula is:
In this equation:
The Company Efficiency Metric is derived from the average time spent and resolution time, each equally weighted.
The Client Efficiency Metric is calculated based on the average time spent and resolution time for that specific client, each equally weighted.
Client-wise efficiency:
This section allows you to analyze a specific client's performance across different ticket categories and compare their efficiency to the company baseline for each category.
Click on the View Insights button, as shown below. This provides you with a comprehensive breakdown of the average resolution time and time spent on tickets within each category for that client.
2. Alternatively, for a client-specific analysis, you can select the desired client from the drop-down menu.
3. Here, you’ll be able to review the total number of tickets, average time spent per ticket, average resolution time per ticket, and their efficiencies against company averages for each ticket category.
4. You can also see individual tickets under each category for further analysis by clicking on the total number of tickets.
📝Note: The total number of tickets displayed here reflects the number added to the worklog by technicians under specific categories, not the total number of tickets raised by the client.
How TTR and TTS are calculated:
Total Time Spent (TTS) represents all hours logged by technicians as work, encompassing both billable and non-billable hours.
Total Time to Resolve (TTR) indicates the overall duration from ticket creation to its closure or resolution.
Total Time Spent (TTS):
📝Note: The average time spent for that category is calculated across the entire company.
Total Time to Resolve (TTR):
📝Note: The average resolution time for that category is calculated across the entire company.
Trend Analysis:
This section provides a month-over-month trend for the past 12 months for a chosen client. You can filter by category to see how specific categories are performing over time.
Use this chart to identify trends and determine if changes made based on the efficiency report are effective.
📝Note: Changes made to the worklog within the last 12 months will appear in the report only after 24 hours.
💡SuperTip: You can also access the report directly from the timesheets page.