The basics
Planbase automatically tracks various performance and productivity metrics for your team which can be viewed directly from the METRICS tab contained within a shift card.
This guide provides an overview of how each of these metrics is calculated.
Summary of Performance and Productivity Metrics
Depending on which integrations you have enabled you may only be able to see some of the metrics described below!!
% Utilization
Planbase calculates utilization as the percentage of time spent working on productive tasks divided by the time scheduled for work on productive tasks.
Utilization = actual productive time / scheduled productive time
For example, someone scheduled to work from 9AM - 5PM with a lunch break from 12PM - 1PM has 7h of scheduled productive time. Any activity which is set up as out of office in Planbase is considered non-productive.
Actual productive time is calculated by looking at the systems in which your team are actively working:
For synchronous tasks (e.g. scheduled patient visits or phone calls): Planbase uses the start and end time associated with the task
For asynchronous tasks: Planbase works backwards from when that task was completed and applies the average handle time from the associated SLA
Planbase treats all scheduled time for activities without an integration as productive.
% Adherence
Planbase defines adherence as the percentage of scheduled time which was spent working according to the original schedule.
Adherence = (scheduled time - time spent out of adherence) / scheduled time
Planbase calculates adherence by first determining the amount of time in hours which was spent out of adherence. It does this by looking at the systems in which an employee is working and verifying that completed tasks are consistent with the schedule.
For example, if someone has been scheduled to work on asynchronous consults between 9AM-11AM, but takes a break from 10:30AM to 11AM, the time spend out of adherence for this period will be 30 minutes.
Planbase will not mark time as out of adherence for activities which do not have an integration connected.
Completed Tasks
Once the actual end time of a synchronous task has passed successfully or an asynchronous task has been marked as successfully closed it will be treated as closed in Planbase.
Completed tasks per hour = completed tasks / scheduled productive hours
Tasks which were not completed successfully are not included as part of the calculation. For example, if a patient no-shows for a synchronous consult scheduled at 11AM it would not be included.
Task Duration
If your employees are working in a system which provides exact start and end times for any given task then Planbase will automatically report the average time taken to complete a task successfully.
This metric is most useful for employees working on synchronous tasks.