Reports about resource utilization and productivity

The list of resources cannot include the Autotask Administrator.

IMPORTANT  Difference: in LiveReports, API and Dashboard users are not included in the results.

IMPORTANT  Difference: If you add a department filter to the LiveReport, the report will include only the resources for whom it is the default department. The standard report includes all department associations, default or not.

Total available work hours for the selected date range, based on the Daily Availability settings on the Resource Setup > HR tab.

The Paid Time Off hours include:

• all hours entered against the four system time off categories that are enabled on the Timesheets system settings page. Refer to Enable Floating Holiday time, Enable Personal Time, Enable Sick Time, Enable Vacation Time. The time off categories are by default named Vacation, Personal, Sick, and Floating Holiday, but their names might have been modified by your Admin.
• 8 hours for any public holiday your company observes. Refer to Managing holidays and holiday sets.

Internal time codes that have a check mark in the Display Code for: Time Off Requests column are NOT considered Paid Time Off.

Available Hours minus Paid Time Off Hours for the selected date range.

IMPORTANT  Difference: If the Paid Time Off Hours > Available Hours, the standard report will show a negative number, while the LiveReport will show 0 hours.

• Adjusted Billable Hours Goal = (Billable Hours Goal) / (Adjusted Available Hours)*100

All hours tracked by a user that are not either a holiday, or paid time off.

• Total Hours Worked = Total Client Hours + Internal Hours.

NOTE  Total Hours Worked may differ from the total time listed on resource timesheets if you choose to round the Time Worked for billing purposes, but not on resource timesheets.

Total Hours Worked, as a percentage of Adjusted Available Hours.

• Total Percent Utilized = (Total Hours Worked)/(Adjusted Available Hours)*100

Internal Hours include:

• All hours worked on tickets and tasks associated with your own local organization The database record of your own organization in Autotask. It has the organization ID "0", and is used as the sender address on quotes, invoices, etc. Previous versions of the help referred to this database record as: 0 Account, Zero Company, Your Own Company.
• All hours recorded as Regular Time, excluding categories considered Paid Time Off

NOTE  If you need to charge another department in your company for work done and track that as billable time, you should set up a customer organization for that department.

• Internal Percent Utilized =(Internal Hours)/(Adjusted Available Hours)*100

Client hours can be reported either with, or without, any adjustments made to posted (or even invoiced) labor hours. Refer to Adjusting posted labor items.

• On the standard report, you include them by selecting the Include adjustments in Client column(s) check box right above the Generate button.

NOTE  If labor adjustments are included, this is indicated on the standard report in the row below the header row.

• The LiveReports system report does not include labor adjustments in the CBHW column. If you want to include adjustments there, copy the system report and edit it. Replace the contents of the Client Billable Hours Worked (CBHW) column in Footer: Resource.Resource ID and in the Report Footer with:
  ={*Resource Utilization.Client Billable Hours Worked} + {*Resource Utilization.Labor Adjustment Hours}

All billable hours worked on client tasks and tickets, including:

• Hours with a billable work type, no work type, or a billable setting on the time entry. This time reflects any changes made to hours during approve and post, includes Client Gratis Hours, but does NOT include positive offsets.
• Hours worked on tasks and tickets associated with fixed price, recurring, and pre-paid contracts. These hours are not directly billable, but they count towards the resource's billable hours goal.

To include labor adjustments with the Client Billable Hours Worked, do the following:

• On the standard report, select the Include adjustments in Client columns check box in the report Criteria pane.
• The LiveReports system report does not include labor adjustments in the CBHW column. If you want to include adjustments there, copy the system report and edit it. Replace the contents of the Client Billable Hours Worked (CBHW) column in Footer: Resource.Resource ID and in the Report Footer with:
  ={*Resource Utilization.Client Billable Hours Worked} + {*Resource Utilization.Labor Adjustment Hours}

EXAMPLE  CBHW = 100, total labor hours adjusted = -30, Adjusted CBHW = 100 - 30 = 70.

NOTE  Positive offsets and labor applied to fixed price or recurring service contracts are not included. These contract hours may have a non-billable billing code or be submitted as non-billable time entries, but they are included as Client Billable Hours Worked (CBHW) when calculating resource performance against billable hours goals.

All hours worked on client tickets and tasks.

• Total Client Hours Worked = Client Billable Hours Worked (CBHW) + Client Non-Billable Hours Worked

Gratis hours mean hours that are given away for free. Only hours with a billable work type or no work type (where they default to billable) can be Client Gratis Hours.

IMPORTANT  Difference:
LiveReports: Gratis Hours = Worked Hours - Billable Hours, if Worked Hours > Billable Hours.
Standard report:Negative offsets on time entries + time entries with a role rate of $0.00, and either a billable Work Type or no Work Type. A modification of hours to bill in Approve & Post that results in Hours to Bill < Hours Worked does not create gratis time.

There are two ways to create gratis hours in Autotask:

• A technician can apply a negative offset to their time entry.
• The time entry has a zero dollar rate, regardless of its source.

The number of Client Billable Hours Worked that was actually billed.

• CBHW Minus Gratis Hours = Client Billable Hours Worked - Client Gratis Hours

Total Client Hours as a percentage of Adjusted Available Hours.

• Total Percent Utilized = ((Total Client Hours Worked)/(Adjusted Available Hours)) * 100

NOTE  Labor adjustments do not impact Adjusted Available Hours (Available Hours minus Paid Time Off Hours for the selected date range).

Client Billable Hours as a percentage of Adjusted Available Hours.

• Client Billable Percent Utilized = (CBHW)/(Adjusted Available Hours) * 100)

Client Non-Billable Hours as a percentage of Adjusted Available Hours.

• Client Non-Billable Percent Utilized = (CNBHW)/(Adjusted Available Hours) * 100)

On the standard report, this value depends on the system setting Reduce resource billable hours goal by reduction in available hours (applies to Performance Against Goal calculations in Dashboards and Resource Utilization Report).

IMPORTANT  Difference: The LiveReport does not take the system setting into account. Instead, it always shows an additional column, Adjusted Performance Against Goal.

If this setting is enabled:

• Performance Against Goal = (CBHW)/(Adjusted Billable Hours Goal)*100.

If this setting is disabled:

• Performance Against Goal = (CBHW)/(Billable Hours Goal)*100.

Adjusted Performance Against Goal = (Adjusted CBHW)/(Adjusted Billable Hours Goal) * 100

Billable Hours Goal as a percent of Available Hours:

• Billable Hours Goal %= (Billable Hours Goal)/(Available Hours)*100

Labor adjustments do not impact the Billable Hours Goal %.