Utilization

Utilization measures how full the calendar was — of the hours a stylist was scheduled to work, the share that was filled with booked appointments. It's shown as a percentage:

Utilization = appointment hours ÷ scheduled hours

Appointment hours are the hours a stylist spent with guests, added up from the length of each attended appointment. Scheduled hours are the hours on their posted schedule, after any blocked-off time is removed. A stylist scheduled for 8 hours who spent 6 of them in appointments is at 75% utilization.

Lunches and breaks are left out of both sides. Blocked-off time is removed whether it was entered as unavailable time on the stylist's schedule or booked on the appointment book as a lunch, break, staff meeting, front desk, PTO or sick appointment. It never counts as time with a guest, and it never counts as time the stylist was free to take one. A stylist scheduled for 8 hours with a 1-hour lunch who spent 6 hours with guests is at 6 ÷ 7 = 86%. Blocked-off time is removed at its full length, as entered in your booking system.

Utilization answers "how full was the schedule we posted for this person?", not "did they show up?" It does not use the time clock. Attendance is a separate question, measured separately where it's available (see below).

Bishops shops

Every posted shift counts toward scheduled hours, even on a day the stylist didn't clock in or see a guest. If two posted shifts overlap, the overlapping time counts once.

The shop-wide figure leaves out front desk and office staff, so their hours don't pull the shop below its stylists. Managers and keyholders count. Everyone still appears in the staff table with their own sales and hours.

Against clocked hours

Bishops shops

This second reading is shown at Bishops shops only.

The clocked reading keeps the same appointment hours on top but puts the hours the team member actually clocked in underneath:

Utilization (Clocked) = appointment hours ÷ clocked hours

The two answer different questions, which is why both are shown rather than one replacing the other:

• A low Scheduled figure means the roster was built bigger than the demand that turned up — a scheduling decision.
• A low Clocked figure means the person was in the shop, on the clock, and not with a guest — a floor-management question.

A clocked figure can exceed 100%, and that is not an error. It means recorded appointment hours ran past the recorded punch — usually someone finishing the guest in the chair after clocking out, occasionally a shift nobody punched at all. Values are shown exactly as measured rather than capped at 100%, because capping would quietly hide the second case. Anything more than 5% over is marked with an asterisk, the threshold being high enough to ignore ordinary end-of-shift overrun and low enough to surface a genuinely missing punch.

Where the two readings are shown together, the column headings read Scheduled Util. and Clocked Util. so it is always clear which hours the percentage is measured against.

Where it's shown

• Salon Health — the salon-wide Utilization & Rebooking card, which shows utilization beside Rebooking %. At Bishops the clocked reading appears on the same card, labelled Scheduled and Clocked, rather than as a second card.
• Average Stylist Revenue — a per-stylist, sortable Utilization column, visible even at salons where the Salon Health card is turned off. A stylist with no scheduled hours shows a dash rather than a number.
• Revenue by Employee — the same per-stylist figures, plus the retail-only staff the dashboard leaves out. Anyone with no service visits shows a dash in the utilization columns, since there is no service work to measure.

Guardrails that keep the number honest

Two rules keep the salon-wide figure from drifting away from the stylists beneath it:

• No posted schedule, no contribution. A stylist who takes appointments without a posted schedule would add hours to the top of the fraction and nothing to the bottom, inflating the salon number above every stylist in the table. Stylists with no posted schedule are excluded from the salon figure entirely — on both sides of the math.
• The window stops at the last recorded day. Scheduled hours exist for today and future shifts, but appointment hours only exist for days that are complete. The calculation stops at the last day with recorded activity, so an empty-but-scheduled "today" or a client booked weeks out can't drag the number down mid-period.

Frenchies studios

Frenchies utilization matches the figure in Zenoti's Business KPI report, which is calculated a little differently:

Utilization = (Appointment hours + Counted block-outs) ÷ Posted scheduled hours

• Counted block-outs are blocked-off time that Zenoti is set to count as productive — typically lunches, meetings and training. Instead of being removed from the scheduled hours, they are added to the appointment hours, and they count in full on any day with a working shift.
• Appointment hours include an appointment on a past day that was never checked out. It stays on the books as open or confirmed, and Zenoti counts it; a cancelled or no-show appointment does not count.
• Posted scheduled hours are the working shifts as they currently stand in Zenoti, including any edits made after the fact.
• The studio-wide figure counts every nail tech on the schedule, including one who was scheduled but served no guests in the range. Front-desk, manager and owner accounts can hold a schedule without taking guests, so they are left out of both the top and the bottom; otherwise the studio would read lower than every employee beneath it. An employee stops counting after their last working day, even if shifts remain on the schedule. Whether someone counts as a nail tech or as front desk, manager or owner goes by the job they held on the last day of the dates you picked. The studio's $ Service Revenue Per Hour card covers the employees listed in the Nail It! table (see Hourly rates at Frenchies).

tip

Utilization measures productivity (time actually spent with clients), not attendance (time clocked in). If you're comparing it with a figure from another report or export, check that the other figure measures time with clients too.