Client Metrics: Unique, New, Attrition, Hours

These definitions are current as of December 2023 but are under review

Many of the most important metrics in the Mega Report and Practitioner report relate to clients. 

While you might intrinsically understand the concepts like 'new clients' and 'attrition', it is important to understand the technical definition so that you are "reading" the numbers correctly.

Some of these definitions are options that can be adjusted per tenant, contact support for more information. 

Why don't my 'unique' numbers add up?

.. or "when does 2 + 2 not equal 4"

Most metrics in the BOS are "totals". For example: if you have two locations then the total revenue for the company is just the sum of the revenue for both locations, as you would expect. 

With "unique" metrics each client is only counted once. For example: if you have two unique clients in each of your two locations then you would expect the total unique clients to be 4. However, if one of those patients is the same patient visiting both locations then she would be counted once for each location, but only counted once in the total. 

This would cause the behavior where you would see Unique Clients for the business of 3, and when you dropdown by location you would get 2 + 2; 

This can also happen with other types of dropdowns. For example if you dropdown Unique Clients by profession and a client sees you for both Physiotherapy and Massage then they can be counted in each of those rows while only contributing once to the total.