Overview

The Staff Performance report provides detailed performance metrics by staff member. This report provides a clear overview of individual and team performance, helping identify top performers and those needing improvement.

Default Metrics

Metric	Definition
Hours Booked	The sum of hours booked for services
Hours Scheduled	The sum of hours scheduled
Utilization %	Hours Booked / (Hours Scheduled - Business Blocked Hours) Utilization % is calculated with the following rules: Time increments are converted to decimal values when calculated. For example: 15 minutes = .25 30 minutes = .50 45 minutes = .75 60 minutes = 1.00 Hours Booked / (Hours Scheduled - Business Blocked Hours) 7.25 / 8 = 0.90625 = 90.63% The system then converts this into a % value by moving the decimal in front of the 10th position and will round up to the nearest hundredth if the value of the thousands is 5 or above.
Prebooked %	Percentage of appointments prebooked on the day of service before midnight Note: This does not include appointments that have been booked before completing the scheduled appointment
Self-Booked %	Percentage of appointments where the client booked the appointment themselves
Appointment Count	Distinct count of appointments
Service Count	Net sales amount for service line items
Service Sales per Appointment	Service sales divided by appointment count
Tip Sales	Net sales value for gratuity line items
Order Client Count	Number of unique clients who received a service
Service Client Count	Number of unique clients who received a service
New Client Count	Number of clients who had their first appointment with a business Note: Depending on the date range selected, a client can be both counted in the New Client Count or Returning Client Count
Returning Client Count	Number of unique clients who had an appointment that was not their first with the business
Product Quantity Sold	Total quantity of products sold
Product Sales	Net sales value for product line items
Discount Amount	The sum of discount amount

Prebook calculates the number of completed appointments where clients booked their next appointment on the same day.

For example, if you had 10 appointments today and 5 clients booked their next appointment on the spot, your pre-book count is 5, even if they scheduled a total of 7 future appointments.

The Prebooking percentage is calculated as Prebooked Appointments divided by Total Completed Appointments within the selected date range.

A client is considered prebooked if they have a future appointment, that has not been canceled, and it was scheduled on or before the end of the day of their completed appointment.

Ex. If a client visits on 10/22 and does not book their next appointment same day, but already has an existing appointment on 11/22 they will still be considered prebooked.

Secondary Metrics

Secondary metrics are additional metrics that can be added as columns.

Metric	Definition
Amendments	Gross sales for amendment line items
Business Blocked Hours	The sum of hours blocked as business
Business Charges	The sum of business charges
Capped Business Charges	Lowest value between Net Sales and Business charges for the line item, 0 if this value is negative
Discretionary Discounts	Discount Amount minus Promotional Discounts
Gift Card Refunds Count	Count of line items that are Refunds of a Gift Card
Gift Card Sales Count	The sum of gift card sales quantities
Gross Gift Card Sales	Gross sales value for gift card sales
Gross Gratuity	Gross Sales value for Gratuity line items that are either Amendments or Sales
Gross New Membership Sales	Gross Sales value for New Membership sales
Gross Package Sales	Gross Sales value for line items where the sale type is Amendment or Sale and the Product is a Package
Gross Retail Product Sales	Gross Sales value for Product sales that aren’t packages or subscriptions
Gross Service Sales	Gross Sales value for Service line items
Membership Sales Tax	Tax collected from all membership sales
Net Gift Card Sales	Net Sales for Gift Card line items
Net Gratuity	Net Sales for Gratuity line items
Net New Membership Sales	Net Sales for Membership purchases that are not renewals
Net Sales (Less Vouchers)	Amount - Tax Amount
Net Service Sales	Net Sales value for Service line items
New Client Count - Non Requested	Unique count of Clients who had their first appointment and did not request the Staff member
New Client Count - Requested	Distinct count of Clients who had their first Appointment and requested the Staff member
New Memberships Count	Count of new membership purchases
New Memberships Refunds Count	Count of new membership refunds
Order Count	Count of orders
Package Count	Count of package line items
Package Refunds Count	Count of package refund line items
Package Sales Tax	Tax collected from all package sales
Personal Blocked Hours	The sum of hours blocked as personal
Prebooked Appointment Count	Count of Appointments that were Prebooked
Prebooked Service Client Count	Count of Clients that had a Prebooked Appointment
Product Client Count	Count of Clients that purchased a product
Product Sales Tax	Total sales tax for product line items
Product Sales	Net sales value for product line items
Redeemed Voucher Value	Value of the voucher that was redeemed on this line item
Refunded Gift Card Sales	Gross Sales value for Refunded Gift Card sales
Refunded Gratuity	Gross Sales value for Gratuity line items
Refunded New Membership Sales	Gross Sales value for New Memberships that were Refunded
Refunded Package Sales	Gross Sales value for Packages that were Refunded
Refunded Retail Product Sales	Gross Sales value for Product sales that aren’t part of a Membership or Package
Refunded Service Sales	Gross Sales value for Service line items that were Refunded
Refunds	Gross Sales value for Refund line items
Requested Appointment %	Percentage of Appointments where the Staff member was requested
Requested Appointment Count	Number of Appointments where the Staff member was requested
Retail Product Count	Count of Product line items that aren’t Memberships or Packages
Retail Product Refunds Count	Count of Product line item refunds that aren’t Memberships or Packages
Retail Product Sales Tax	Tax collected from all retail product sales
Retail to Service %	Gross Retail Product Sales divided by Gross Service Sales (0 if Gross Service Sales = 0)
Returning Client Count - Non Requested	Count of Clients that didn’t have their first appointment and didn’t request the Staff member NOTE: This is a unique count, meaning if a client returns more than 1x in the timeframe the report is pulled they will only count as 1 returning client
Returning Client Count - Requested	Count of Clients that didn’t have their first Appointment and requested the Staff member NOTE: This is a unique count, meaning if a client returns more than 1x in the timeframe the report is pulled they will only count as 1 returning client
Sales Tax	Total sales tax
Sales Per Order (Less Vouchers)	Net Sales / Order Count
Sales Per Order	Net sales divided by order count
Self-Booked Appointment Count	Count of Appointments where the Client booked the Appointment themselves
Self-Booked Sales	Net Sales value for Appointments that were booked by the Client
Service Discretionary Discounts	Discount Amount for Service line items
Service Refunds Count	Count of Services that were Refunded
Service Sales Tax	Total Sales Tax for Service line items
Service Sales Per Appointment (Less Vouchers)	Service Sales / Appointment Count
Service Staff Count	Count of staff that performed a service
Staff Name	Name of staff

Customization Options

Staff Performance by Day of Week

If you need an understanding of staff performance by the day of the week, you can use the below template as a guide. This provides a detailed breakdown of staff performance by day.

Click Add Report+.
Search for the Staff Performance report and click Add +.
Click Customize Report.
Change Report Data from Sale role to Staff Name.
In Rows Grouped By, change Staff Role to Day of Week.

Resource Utilization

To track resource utilization, change report data to resource category and rows grouped by resource name. The utilization % metric will include resource usage.

Time-Based Metrics: Hours Booked, Scheduled and Blocked

Time-based metrics generate a single data record per entry.
To ensure accurate reporting, the Report Data, Rows Grouped By, and Then Grouped By selections must represent a single value.

Grouping Considerations

For example, if you configure a report as follows:

Report Data: Staff Role
Rows Grouped By: Staff Name
Then Grouped By: Service Category

This setup may produce inflated time values for time-based metrics, as the Service Category grouping represents multiple values rather than a single distinct data point.

Correct Grouping Options

To maintain accuracy, time-based metrics should be grouped using one of the following:

Location
Staff Name
Staff Role
Sale Date
Day of the Week

Using these groupings ensures that time-based values are reported correctly without duplication or inflation.