Three sections of HQ Reports cover how busy each shop is and how its staff time is used. This article explains each card. It needs the HQ add-on.
Where to find them
Open Reports under Insights in the HQ sidebar, click Detail, and pick the section in the list on the left. Set the date range at the top for the cards that use it.
Scheduling
Subtitled "Utilization and retention across locations."
- Utilization by Shop ("Booked time vs business hours per location"): a bar per shop with the utilization percentage and the hours booked, for example 62% and 120h booked. A shop with a higher percentage has more of its open hours booked. This card follows the date range.
- Rebook Rate by Shop ("% of completed visits that returned within 90 days"): a bar per shop with the percentage, then the number that rebooked over the number of visits, such as 18/60.
If a card has nothing to show, it says No data.
Recurring & Waitlist
Subtitled "Subscription-style bookings and waitlist throughput."
- Recurring Appointments ("Active recurring schedules per location"): three totals, Total, Enabled and Overdue, then a table with the same three columns for each shop. If there are none, it says No recurring.
- Waitlist Performance ("Entries and booking rate per location"): totals for Entries, Waiting and Converted, then a table by shop with Entries, Converted and Booking Rate. If there is no waitlist data, it says No waitlist data. The waitlist follows the date range.
Staff Admin
Subtitled "Time clock hours and PTO across the org."
- Time Clock Hours ("Clocked staff hours per location"): a table with Hours, Sessions and Staff for each shop. Without data it says No time clock data.
- Time Off Requests ("Org-wide PTO summary"): totals for Requests, Approved, Pending and Denied, then the same four columns for each shop. Without data it says No PTO requests.
Ways to use these
- Compare Utilization across shops to spot one that has open hours nobody is booking, or one that is stretched.
- A low Rebook Rate means customers aren't coming back inside 90 days. Look at that shop's review requests and follow-up messages.
- Overdue counts recurring schedules that are turned on but whose next run date has already passed. A count above zero is worth a look.
- A big Pending number under Time Off Requests means managers haven't answered requests yet.
Who sees what
A franchise-level viewer only sees the rows for their own shops.
Related
- Reading HQ Reports beyond the Scorecard
- Setting up recurring appointments
- How to clock in and out (and track breaks and time off)
Frequently asked questions
Q: What does Utilization measure?
A: Booked time compared with a shop's business hours, as a percentage, with the hours booked shown next to it.
Q: What counts as a rebook?
A: A completed visit where the customer came back within 90 days. The card shows the number that came back over the number of completed visits.
Q: Where do the time clock numbers come from?
A: From staff clocking in and out at each shop. Hours, Sessions and Staff are totals for each location.
Q: Why does a card say No data?
A: There is nothing to show for that card in the dates you picked. Widen the date range.