Utilisation Rate

Utilisation Rate is an important business metric at multiple levels of the business (IE: individual practitioner up to the whole company). It is a measure of how "full" a practitioners calendar is. A value of 100% would indicate a fully booked practitioner. 

Utilisation rate is a ratio (fraction) calculated by: total appointment duration divided by scheduled hours. 

For example: if a practitioner works 6 hours today without a break and they have 4x 1 hour appointments then they will have a utilisation rate of 4/6 = 66.6%. 

Booked hours are collected from Nookal/Cliniko at least 1 per day. Scheduled Hours (whitespace) is only collected over the weekend so if you change a practitioners schedule the UT rates may be wrong until the weekend whitespace refresh. You can contact support for an immediate schedule refresh in this case. 

Helpful tips:

All non-cancelled bookings are counted

For utilisation we don't care if the appointment is invoiced (otherwise future dates UT would be zero). Cancellations are not included. 

DNA are optional

There are tenant settings to include/exclude DNA appointments when calculating UT. 

Cliniko one-off availability / unavailability

There are per-connection settings to include or ignore these one-off availabilities. Go to Tenant Settings => Connections and select your cliniko connection to configure. 

Double bookings aren't double counted

If you have 3 appointments at the exact same time slot of 11-12 then that still just counts as one hour of booked time

Utilisation doesn't care if you are "in" the whitespace

For example if you only work 9am-12pm and have no appointments in that time, but do have appointments from 2-3pm then  you will be at 33% Utilisation rate because you have 1 hour of appointments out of 3 hours of whitespace for that day

Utilisation can be extremely high

For example if you are only scheduled for 15 mins per day but ended up filling in for somebody else and had 8 hours of appointments then your Utilisation rate would be 3200%

Utilisations are 'properly calculated' when combined

If Mason does 1 hour of appointments on his one hour schedule (100%) and Isaac does 1 hour of appointments in his 8 hour schedule (12.5%), then combined they did 2 hours of appointments in 9 hours (22%) which might seem weird when half of the staff are 'fully booked' but is actually the most accurate representation of total Utilisation. 

You can compare part time and full time employees

Because it's a fraction based on your total availability it's fair to compare employees who have different total work hours. 
EG: Monique works 8 hours on a Monday and has 6 hours of appointments. Amber works 40 hours a week and has 30 hours of bookings. Both practitioners have 75% UT meaning that 25% of their calendar is still available for appointments.