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Dispatchers and service managers use the resource utilization metric to identify underutilized and overbooked resources. Resource utilization is the amount of time a dispatcher schedules a resource to work. It's the percentage of booked time versus working hours.
On the schedule board, resource utilization shows next to a resource's name. Review resource utilization to help balance workloads, improve resource efficiency, and identify available capacity for additional work.
Calculate resource utilization
Utilization is based on booked time and working hours in a selected date range. Resource capacity and requirement effort aren't considered in utilization calculations.
Formula: Utilization (%) = (Total booked hours ÷ Total available working hours) × 100
Total Booked Hours is the sum of the hours booked to the resource for bookings in a Committed status.
Total Working Hours is the sum of the resource's working hours. A setting on the Bookable Resource record defines the working hours. For more information, see Set up bookable resources.
Example
A resource works an eight-hour shift, Monday to Friday. The date range on the schedule board shows a seven-day week, Monday to Sunday. The dispatcher books the resource for 10 hours throughout the work week.
| Measure | Value |
|---|---|
| Working hours per day | 8 |
| Working days per week | 5 |
| Total available hours (8 hours x 5 days) | 40 |
| Booked hours | 10 |
| Utilization (10 ÷ (8 x 5) x 100) | 25% |
Booking status influence on utilization
Your business processes can use several booking statuses, such as traveling, in progress, on break, and completed. Each status maps to a booking status category of either Committed, Proposed, or Canceled.
- Committed: The work is scheduled and counts toward the resource's utilization.
- Proposed: The work is tentative or unconfirmed and doesn't count toward utilization.
- Canceled: The work is no longer scheduled and doesn't count toward utilization.