Review your team's utilization and profitability

What you will have

• Switch the Utilization report between Day, Week and Month, and read the whole team's total hours, technician count, and how much of that time came from the timer versus manual entries.
• Read one tech's own line: their working window for the period, how many entries across how many tickets, their presence time, and their percentage against the expected hours target.
• Open a tech's ticket by ticket breakdown, and see the same totals grouped by client instead of by tech.
• Find a client where a tech shows pure presence with nothing worked yet, the leak the By Client view exists to catch.
• Read the Profitability report for a client: labor cost against MRR, a margin percentage and color band, and a confidence score that says whether a loss is real or just under-tracked time.
• Know what the portal does with time automatically: folding research time back into the ticket that prompted it, holding unattributed time until you sort it, and Elise checking in when a timer goes idle.

Why it works this way

Steps

1. 1

   Open Utilization from the Time area.

   Utilization sits under Time in the sidebar, alongside My Time, Profitability and Review.

   

2. 2

   Switch the period to Month and see the date range you are looking at.

   Day, Week and Month sit next to arrows and a Today button that step you through any range; September 2026 shown here rolled the whole team's time up for the month instead of just today.

   

3. 3

   Read the Total Hours tile, including its presence rider.

   3.9h Total Hours is worked time only; the smaller + 28.3h presence beside it is idle time, breaks and ambient page-view time, shown for visibility but never folded into the 3.9h.

   

4. 4

   Read the Timer Tracked and Manual tiles.

   These split the same 3.9h by how it was captured: 0.8h (20%) came from the timer starting itself, and 3.1h (80%) was typed in by hand. A team leaning almost entirely on Manual is a team the auto-start timer is not catching.

   

5. 5

   Read one tech's own line.

   Northwind Demo's row reads 7:44 AM - active (their day is not over yet), 198 entries across 18 tickets, + 28.3h presence, then Timer and Manual figures and a 3.9h total with a 2% utilization figure in muted text (green from 80%, amber from 50%, muted below that). Switching this same page to Day adds a wall-clock timeline strip under a tech's line, plotting exactly when their slices happened; Week and Month roll that detail into the totals shown here instead.

   

6. 6

   Click the tech row to expand it, then find Open full day view.

   Expanding a tech's row adds an Open full day view link, a By Client chip strip, and the ticket by ticket list below it, all for this same tech and period. The link opens that tech's day on My Time, the same page they see for themselves.

   

7. 7

   Read the ticket by ticket breakdown.

   Each row names the ticket, its client and how many time entries it carries, then the minutes this tech logged on it: #16 Front desk PC will not wake from sleep at 0.8h, #12 Phishing email reported by receptionist at 0.8h, and two more tickets below them. Clicking a row opens that ticket.

   

8. 8

   Turn on By Client.

   The toggle in the top right regroups the whole report by client instead of by tech, using the same figures.

   

9. 9

   Find a client with time worked showing 0h next to a large presence figure.

   Northwind Managed Services reads 0h worked and 28.0h present: a tech had pages open against this client's context all month without ever declaring work on it. That gap is what the By Client view exists to surface, a client nobody is billing time to even though someone was clearly around.

   

10. 10

    Open Profitability from the Time area.

    Profitability sits below Utilization in the same Time section of the sidebar. A smaller Tech Utilization widget is also available on a customizable dashboard: it lists each tech with a progress bar, their logged time and their percentage for today only, and clicking it opens this same full report; the full report adds the whole month or week, the ticket by ticket detail, the By Client grouping and the presence figures the widget has no room for.

    

11. 11

    Read one client's Margin, Band and Confidence.

    Bluebird Dental reads -1032% margin, a Red band, and 69% confidence, with an Hours surging flag beside it. Confidence is the share of that client's hours that came from the timer or automatic capture rather than typed in by hand; a low confidence number next to a loss means the number is unreliable and worth fixing before it becomes a pricing conversation. The Core plan clients only toggle above the table, Core only by default, is meant to hide any client without an active Core service plan so the table reads as your core margin book; switch it to All subs to see every active or onboarding client instead. On this tenant every client currently holds an active Core plan, so both positions show the same seven rows here - the toggle itself, not this table's row count, is what changed.

    

12. 12

    Know that time between two visits to the same ticket can attribute itself.

    Leave a ticket open, browse a KB article, a vendor doc or a device config page for a few minutes, then come back to that same ticket within 30 minutes: the portal stamps the browsing in between as research for that ticket instead of leaving it unattributed. It still counts as presence, not declared work, until a reply or a manual entry gathers it in. Wander off longer than 30 minutes, or land on a different ticket, and this does not happen.

13. 13

    Know what the Unattributed Time window asks for.

    When time is left without a home, an overnight job gathers it and the Unattributed Time window asks about it the next time you open the portal. It names the date and how much time needs attributing, with Smart Suggestions already checked based on how sure it is: a reply is treated as certain, a ticket you acted on as likely, one you only viewed as least sure. If the checked rows add up to less than the total, the window says so on an Unaccounted line and tells you to place it on a row or leave it pending; + Add row is how you file the rest, for example as Admin time. Confirm Attribution books only the checked rows and leaves the remainder pending, so minutes you did not place are never thrown away. It never discards anything: with nothing checked it asks you to check a row instead.

    Note: The window never traps you. Later, Escape, the backdrop and the header X all defer it, and it comes back in a new browser tab and the moment you open a Time page. Discard All deletes those minutes for good and asks you to confirm first; on an instance running Finalize Day Mode on hard block that button is replaced by the words Discard disabled.
14. 14

    Know why Elise sometimes asks if you are still working on a ticket.

    A running timer with no page activity for a while gets flipped to Idle by the portal on its own, and Elise posts a message in that ticket's chat asking whether you are still on it, so you can correct the minutes before they go anywhere near an invoice. The wall clock never stops counting and nothing is deleted; only the bucket the time is filed under changes.

Other ways to do this

If it did not work

• If Utilization shows Couldn't load time data, use the refresh icon in the page header and try a different period before assuming nothing was logged.
• If a client you expect is missing from Profitability, check the Period field first; it shows a single month at a time.
• If Profitability is missing from the Time sidebar for a staff account that can already see Utilization, check that account's Billing permission, not their Time permission.
• If your MSP runs Finalize Day Mode on hard block, you still cannot clock in or start new work until yesterday is attributed, though you can still move around the portal; use + Add row to file leftover minutes as Admin time rather than inventing a ticket.

Questions this page answers