Syncro's Tech Utilization Report helps you understand where your techs are spending their time so you can help coach and grow your team. 

While Syncro is able to track many forms of time, this report focuses on actual Billable and Non-Billable Time for its calculations.

Run the Report

1. Navigate to the Reports tab/module. The Syncro Reporting page displays.
2. In the Business Viability section, click “Technician Utilization:” 
   
    
   Syncro displays the Tech Utilization Report pop-up window: 
   
3. Use the dropdown menu to select a Time Range. The options are Yesterday, Last Week (the default), Last Month, Last Quarter, Last Year, or Custom.  
   Note: When you select Custom, you can select specific dates:  
   
    
   However, you can't use custom date ranges for recurring reports. 
    
4. Use the dropdown menu to select from a list of Employees. You can select more than one. 
    
5. Optionally, use the Average dropdown to select one or more Employees to factor into an average that Syncro will also display in the report. You can select up to 20 Employees. 
   Tip: Viewing an average can help you identify specific Employees who may be outliers.)
    
6. Optionally select a value to Group By. The options are Ticket (Issue) Type, Labor Type, or Billable Type. Depending on your choice, additional fields may display: 
   • Ticket Issue Types: Select one or more Ticket Types. (You create Ticket Issue Types in Ticket Settings.)
   • Labor Type: Select one or more Labor Types. (You create Labor Rates/Types as part of your Products & Services Inventory.)
   • Billable Type: No additional selections are required. 
      
7. Select the radio button for how you want to interpret Hours Worked. The options are “Estimate 8 hours per business day” or “Use data from Syncro Time Clock.” 
   Note: You can find and access Time Clock features under the Syncro User Profile menu. (Time Entry totals—not individual time entries—are used for this calculation.) 
    
8. Click Run Report. Syncro displays the resulting report on the Tech Utilization Report page. See Interpreting the Report. 
   Tip: Click "Schedule" to run this report on an ongoing basis, according to a schedule you specify. See Schedule the Report for details.

Interpret the Report

Note: This section uses an example report to help you understand how to interpret a Tech Utilization Report.

The header of your report includes the report title and an actions bar that includes the Manage Report dropdown menu and Run New Report button, which you can click to start over.

The top portion of the Tech Utilization Report displays horizontal bar charts. In this example, the report shows two color-coded charts: one for Ticket Hours and the other for Tickets Closed, both based on the selected Ticket Issue Type of “Hardware”:

Selected Ticket Issue Types display in the colors described in the legend below each bar chart, with the Team Average at the bottom.

The middle portion of the Tech Utilization Report displays line graphs. In this example, the report shows color-coded lines for the selected Employees/Individuals' Ticket Hours Trend and Tickets Closed Trend:

The Team Average included in the line graph is shaded with a grayish-pink.

The bottom of the Tech Utilization Report displays a table presenting actual numeric data for each of the Employees/Individuals:

Notes:

• The first row in the table displays the Team Average for each column: Tickets Closed, All Ticket Hours, and Work Hours, followed by the Utilization percentage. 
• Subsequent rows illustrate the individual results for each Employee/Individual.
• Syncro calculates Utilization as (hours spent on ticket) / (total hours worked). Total hours worked is based on an 8-hour business day or the Syncro Time Clock, which you specify when you run the report. However, you can also edit this in the table.

Tip: If you know someone didn't work the amount listed in the Work Hours column, click in the cell to change it and instantly recalculate their Utilization %.

Manage the Report

In the upper right corner of the Tech Utilization Report page, Syncro displays the Manage Report dropdown menu, which allows you to take some actions on the report currently being displayed:

• Add to Favorites: Opens a pop-up window where you can enter a Custom Report Name before saving this report to your Favorites list:  
   
  For more information, see Favorite a Report.
• Schedule Recurrence: Opens a page where you can create a recurring report schedule. See Schedule the Report for details.
• Download CSV: Opens a File Explorer/Finder where you can choose the location for saving a CSV of the report data.

Schedule the Report

There are multiple paths you can take to schedule a Technician Utilization report:

1. Click “Schedule” from the Tech Utilization Report pop-up window.
2. Select “Schedule Recurrence” from the Manage Report dropdown menu.
3. Navigate to the Reports tab/module, then click Scheduled Reports followed by +New Scheduled Report. 

From any of these paths, Syncro displays the Create Report Schedule page:

Notes: 

• From path #3, you'll need to specify a Name, select "Technician Utilization" from the Report dropdown menu, and choose a Report Date Range. For paths #1 and #2, this information is prefilled (Report and Report Date Range are also disabled).
• Technician Utilization report scheduling works the same as for other Syncro reports. For full instructions on Creating Report Schedules see Schedule a Report.