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The Practitioner Utilization Report helps you understand how much of a practitioner’s available time is being booked. This allows you to spot under-booked staff, identify demand pressure, and plan roster changes across one or more locations.
In this article:
Accessing the report
Master users have access to this report by default. Non-master users require the Access Practice Dashboard permission to view it.
You can find the report in your system by navigating to the Reports menu > Practice > Utilization.
Report Use Cases
You can use the Practitioner Utilization Report in your day-to-day operations to:
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Spot under-booked practitioners: Identify staff with high available hours but low booked hours.
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Identify demand pressure: Notice consistently high utilization (near or above 100%).
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Plan availability changes: Decide when to add or remove availability blocks or adjust recurring schedules.
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Compare performance: Review metrics across different locations or time periods.
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Support capacity planning: Prepare ahead of seasonal spikes, holidays, or new service launches.
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Find operational anomalies: Notice bookings happening outside configured availability.
Available filters
You can use the following filters to narrow down the data shown in the report.
Date range
Use this filter to choose the period you want to report on.
By default, the report is set to Last 3 Months.
Available options include:
Past
- Last week
- Last month
- Last 3 months (the last three fully completed months)
Future
- Next week
- Next month
- Next 3 months
To date
- Month to date
- Quarter to date
Practitioner
Use this filter to view utilization data for:
- a specific practitioner, or
- your entire team
By default, this is set to All Practitioners.
Location
Use this filter to control which locations are included in the report.
By default, this is set to All Locations.
Specific location
When you select a single location:
- each practitioner is shown separately for that location,
- available hours only include hours at that location, and
- booked hours only include appointments at that location.
All locations
When you select All Locations:
- each practitioner appears once in the report,
- available hours show their total availability across locations, and
- booked hours show all bookings across locations.
Understanding the key metrics
The report breaks down performance into four key metrics.
Available Hours
Available Hours is the total time a practitioner is configured to be available during the date range you selected. It’s based on:
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The practitioner’s availability settings (including recurring schedules)
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The selected date range
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The selected location scope (a single location or "All locations")
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Any availability overrides (extra availability added, or time removed)
Booked Hours
Booked Hours is the total duration of appointments that count as "booked" in the selected date range and filters.
Appointments are included if their status is:
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Pending
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Confirmed
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Arrived
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Completed
Appointments are excluded if their status is:
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Rescheduled
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Cancelled
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Late Cancellation
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No Show
Utilization (%)
Utilization shows how much of the available time was booked.
Formula: Utilization (%) = (Booked Hours ÷ Available Hours) × 100
💡 Tip: Utilization can be over 100% if appointments were booked outside configured availability.
Unutilised Hours
Unutilised Hours shows how many available hours were not booked.
Formula: Unutilised Hours = Available Hours − Booked Hours
How calculations work
To ensure accuracy even with recurring patterns and exceptions, the system calculates hours using a specific pipeline. All calculations use your account timezone, including daylight saving time changes.
How Available Hours is calculated
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Expanding recurring availability: The system expands recurring rules (e.g., weekly) into specific calendar dates within the report's date range.
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Applying daily time blocks: Multiple blocks in a single day (e.g., 9:00 AM to 12:00 PM and 1:00 PM to 5:00 PM) are included.
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Merging overlapping times: Overlapping availability blocks on the same day are merged to avoid double counting.
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Applying availability overrides: Extra available time is added, and subtractive overrides (removed time) are deducted.
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Summing the time: All remaining time is summed to produce the final Available Hours.
How Booked Hours is calculated
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Finding appointments in the selected date range and practitioner filter.
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Applying the location scope (single location or all locations).
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Including only appointments in qualifying statuses (Pending, Confirmed, Arrived, Completed).
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Adding up the appointment durations to produce the Booked Hours.
Interpreting common outcomes
Utilization is 0%
This usually means there were no booked appointments in the period, or no configured availability in the period.
Utilization is over 100%
This can happen when:
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Appointments are booked outside configured availability (e.g., manual scheduling, extended sessions).
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Availability was reduced (e.g., subtractive overrides) but bookings still occurred.
This isn’t necessarily an error—it can be a useful operational signal showing overbooking.
Frequently Asked Questions
❓ Are cancelled or no-show appointments included in the report?
No. Cancelled and No Show hours are entirely excluded from all calculations to keep the report simple and accurate. Only Pending, Confirmed, Arrived, and Completed statuses are counted as Booked Hours.
❓ Can appointments outside of availability count towards Booked Hours?
Yes. Appointments can count as "Booked" even if they fall outside configured availability. This reflects real operational overbooking, which is why utilization can exceed 100%.
❓ How does the system handle daylight saving time?
All date expansion and duration computations use your account timezone. Durations reflect the real time difference on that date, so daylight saving time changes are accurately respected.