Team reports: where the hours went and what happened to every call

The Team section of Reports is now open. One report is new and one has been rebuilt. Together they answer two questions. Where did the hours go? What happened when customers rang?

These sit alongside the Money reports and the Job profitability report.

Technician workload

See the hours you booked for each person against the hours they logged on timesheets.

• Booked, Worked and Difference. Difference is Worked minus Booked. It only counts bookings up to today, so a range reaching into next week doesn't read as a shortfall.
• Unassigned. Bookings with nobody on them get their own row, so they don't go missing.
• Group by Technician or Period. Period shows the hours by day or by week. Click a person's name to see their hours over time.
• This week and Last week. These two ranges sit at the top of the range menu, as well as the usual ones.

Each person assigned to a booking is counted for its full length. A booking or a timesheet lands on the day it starts. A timer that's still running isn't counted until it stops.

Technician workload isn't available in ServiceM8 mode.

Call history, rebuilt

Call history now works like your other reports.

• Headline figures. Calls, Answered, Answer rate, Missed and Voicemails for the range you pick.
• Group by Call, Period, Number, Caller or Outcome. Group by Number to see which ad or sign makes the phone ring. This replaces the cards that used to sit at the top.
• Search by caller name or number, however you type the number.
• Voicemail in a side panel. Click a call's date to play the recording and read the summary and transcript. The panel has its own link, so you can send a call to another owner or admin. It replaces the row that used to expand.
• Not answered: calls off. A call that came in while calls were off and left no message now has its own outcome. It's left out of the answer rate.

Call history stays off until call answering is on for your business number. Your business number comes with Growth and Scale.

Who sees them

Owners and admins can see both reports. Pick your columns and filter the rows as you do on your other reports. The account owner can download either one as a CSV or a PDF with your logo. Call history exports never carry transcripts or recordings. Members don't get these reports.

Guides: Technician Workload and Call History.