Reports, exports, and the Clients directory

Reports, exports, and the Clients directory

Reports shows how busy you are, what you are taking, where your bookings come from, and how your clients behave. This article is the reference: every card, what each Export CSV contains, and what each performance figure actually measures.

Before you start

• Reports is admin only. Open Settings, then the Reports tab. There is no Reports row in the sidebar, and an old /dashboard/reports address sends you to the same tab.
• Four tabs sit at the top right of the page: Overview, New bookings, Revenue and Clients. The last one is named after your word for a client. If you take payments with Checkout, Revenue is called Booked value, and tabs such as Takings and Sales sit beside it.
• Overview and Clients share one date range, set with the range button at the top of each. New bookings and Revenue each keep their own dates. SMS segments this period follows your billing period, and Export your data has its own date choices, including All time.
• Card names follow the wording your venue uses. This article says "appointment" and "client". If your profile uses "session" and "patient", you will see those words instead.
• Cards appear only when there is something to show. By booking type needs activity in more than one booking type, Event ticket sales by tier needs ticket sales, and Resource utilisation needs resource bookings.

Step 1: Check your SMS usage

SMS segments this period sits at the top of Overview, under the Reports heading. The other tabs do not show it. It has a bar, then segments sent against segments included in your plan, and how many are left.

Go past the allowance and an amber Overage note appears: how many extra segments you sent, roughly what they cost, and the note that overage is metered against your current Stripe billing period. This panel ignores the date range below, because it follows that billing period.

Step 2: Set the date range

Under the SMS panel, a button shows the dates in use, for example "4 to 11 Oct", beside a line saying what the page covers. It opens on the last 30 days.

1. Click the button. A list headed Show reports for opens.
2. Pick Today, Yesterday, This week, Last week, This month or Last month. Each shows its dates beside it, and a tick marks the one in use. This week and this month run up to today.
3. For any other dates, click Choose dates, set From and To, then click Apply. If the end date is before the start date, the list tells you and waits for you to fix it.

The list closes and every card below reloads. Until the new figures arrive, the old ones stay on screen, slightly faded. The button then names your choice, for example "This month, 1 to 11 Oct", or shows just the dates when you chose your own. To close the list without changing anything, press Escape or click anywhere outside it.

Clients follows the same range, so the dates you pick here carry over to that tab.

Choose what to show

Beside the dates there is a Showing list. It starts on All calendars, your whole venue. Pick one of your calendars and the figures show that calendar only, with a line such as "Showing Jess only." so you always know what you are looking at. Calendars you no longer use stay in the list, marked (no longer active), so you can still look back at them. The list appears once you have two or more calendars, or a linked business.

• Overview, New bookings, Revenue (or Booked value) and Clients count the bookings on that calendar, including rooms and other resources shown on it. A visit with services on two calendars counts once on each, so the calendars can add up to more than All calendars.
• Sales shows what was credited to that calendar: the services done on it and anything sold by it. When a sale is shared, its payments and discounts are split in proportion. Commission splits shows that person's commission alone.
• Takings and Vouchers are always for your whole venue, so the list is greyed out there. Export your data files are for the whole venue too.

Your choice stays as you move between tabs, and it is kept in the page address, so a refresh or a saved link opens on the same choice. Pick All calendars to see everything again.

Linked businesses and collectives

If you are an admin and another business has linked with you at Work as one team (full booking detail, client details, and making, moving and cancelling bookings), or you are both in a venue collective, the Showing list groups its choices:

1. Your venue first, marked (you): {your venue} (you): all calendars, then each of your calendars.
2. Then each business: {business}: all calendars (or shared calendars, when they shared only some calendars with you), then each of those calendars. When a business has the same name as yours, or as another in the list, its town is added, for example Aura Hair Studio in Holywood.
3. Last, Everyone together: your venue and every business added up. When every business listed is in your collective, it is called {collective} (all venues) instead, for example Aura Hair Studio (all venues).

Pick a business and Overview, New bookings, Revenue and Clients show its bookings, with a line such as "Showing Light 3." A business's calendar reads "Showing John at Light 3 only." With everyone together, each card adds every business up, and a By business table lists each one on its own, so a combined total is never the only figure. A client who visits two businesses counts once at each, because each business keeps its own client list. In the same way, a visit with services at two businesses counts as a visit at each, so with everyone together it counts once per business. The Clients directory below always lists your own clients.

Takings and sales are never shared between businesses, except the figures a commission split you both agreed counts. While a business, or everyone together, is chosen, Takings, Sales, Commission splits and Vouchers show your venue's own figures, with a line saying so. Team members who can see reports only ever see your own venue.

Compare with an earlier period

Next to Showing on Overview, New bookings, Revenue and Clients there is a Compare with list:

• Previous period: the period just before your dates. This is the default. Weeks and months line up, so this week so far is compared with the same days last week, and this month so far with the same days last month. Any other dates are compared with the same number of days just before.
• Same dates last year: the same dates a year earlier.

The main tiles then show the change in a small badge, for example +12%, or +1.5 pts for a rate. Green means better, red means worse: a rising cancellation or no-show rate shows red. A line under the tiles says which dates they are compared with.

Step 3: Read the Overview cards

Every card except Appointment performance has an Export CSV button in its top right. Downloads cover the same date range as the screen. If there is nothing to export you get an amber Notice instead of a file.

Two cards come first when there is something to show:

• Key measures. Four tiles, each with its change against the earlier period:
  • Utilisation: booked time as a share of working time. Working time is each calendar's own hours for each day (amended hours, rotas, leave and your closures included), less breaks and blocked time. The line under it gives the hours, for example "21.3 of 34.0 hours booked". Bookings outside working hours still count, so it can pass 100%.
  • Rebooking rate: of the visits in your dates, the share where the client left with another booking, one already in the diary or made within 24 hours of the visit. If that booking is later cancelled it stops counting. Imported visits are left out, because when they were booked is not known.
  • Average visit value: the booked value of each visit, priced the way the Revenue tab prices it, without tips. If you take payments with Checkout, a second line gives what a visit spent at the till, retail included, and the share of visits that also bought a product.
  • What no-shows cost: the booked value of the no-shows, with what you kept from them in deposits and no-show fees underneath.
• Busiest times: a grid of weekdays against hours. Each square is the share of that hour's working time that was booked across your dates, darker when busier. Hours nobody works are blank.

A visit is a booking on a day that has passed, or today, that was not cancelled or a no-show. A visit with several services counts once.

Then the cards run in this order:

1. Appointment activity. Three tiles about the bookings made in the period, each counted on the day it was made in your time zone. Appointments created is the same count as the New bookings tab in step 5: a visit with several services counts once, and imports, moves from another venue in your collective, and bookings cancelled because a deposit or card never came through are left out. A line underneath says how many more are still waiting for a deposit or card. Client places booked counts people (a group of three counts as three, a visit one). Clients seen (arrived / completed) is how many of those people have arrived, started or finished so far, so bookings made for later dates do not count yet. Two charts sit below: How they booked (when created), split into the same channels as New bookings, and Appointment status (latest), one bar per booking, where Pending is the bookings waiting for payment. The Daily booking log email panel is at the bottom of this card.
2. By booking type. Only when more than one booking type had activity. Columns: Type, appointments, Covers / guests, Completed, Cancelled, Checked in and Deposits.
3. Appointment performance. Covered in step 4.
4. Team, services & channels. Visits that were not cancelled, dated by the appointment. A visit with several services counts once for each service in it. Each person's figures are on the Team tab (step 8), and a link takes you there. The card shows Top services by volume and How clients booked (channel mix), split into the same channels as New bookings. If you sell add-ons, an Add-on revenue block appears with Total add-on revenue, Appointments with add-ons, and a table of your best sellers.
5. No-show rate. Of the appointments due in the period, the share where the client did not turn up, dated by the appointment. An Overall percentage sits above a trend line with a point for each day that had an outcome. An appointment counts once it is marked started, completed or no-show, a visit with several services counts once a day, and walk-ins are left out. It follows the same rule as the no-show rate on Appointment performance, so the two agree for the same dates.
6. Cancellation rate. Five tiles: Appointments created (the same count as on Appointment activity), Client-initiated, Team-initiated, Cancellation rate and Auto (unpaid). The rate is the share of the appointments made in the period that have since been cancelled. Client-initiated means the client cancelled it themselves; Team-initiated means someone on your team did, including when a client phoned to cancel. Auto (unpaid) counts bookings cancelled on their own because a required deposit or card did not come through in time. The client never finished booking, so these are not in the rate. The rate tile changes colour above 10%, a nudge to look at your deposit or reminder settings.
7. Payments & deposits (called Deposits by booking date if you take payments with Checkout). Total collected, Total refunded and Total forfeited, then below a divider No-show fees charged (the amount, with the number of charges beside it) and Active card holds. Charged no-show fees are kept separate from deposits, because they are not deposit payments.
8. Event ticket sales by tier. Tickets sold, Ticket revenue and Ticket tiers sold, then a row per ticket type. Revenue uses the price captured when each ticket was booked, so editing a tier later does not rewrite history. Cancelled bookings are excluded.
9. Resource utilisation. Booked hours against each resource's open hours, as a bar per resource with the booking count underneath. Cancelled bookings do not count as booked hours.

What each Export CSV contains

Card	The file holds
Appointment activity	Appointments created, waiting for payment, client places booked, places seen, then a row per channel and a row per status
By booking type	Booking type, Bookings, Covers / guests, Completed, Cancelled, Checked in, Deposits collected (£)
Team, services & channels	A block per staff member (appointments, arrived or completed), then one per service, one per channel, and an add-on block when you have add-on revenue
No-show rate	Appointment date, No-shows, Attended or no-show (count), Rate %
Cancellation rate	Appointments created, Cancelled (client-initiated), Cancelled (team-initiated), Cancellation rate %, and the unpaid automatic cancellations
Payments & deposits	Total collected, refunded and forfeited, no-show fees charged with a count, and active card holds, in pence and in pounds
Event ticket sales by tier	Ticket type, Tickets sold, Bookings, Revenue (£)
Resource utilisation	Resource, Bookings, Utilisation %, Booked hours, Available hours

Files are named after the report and the dates you chose, and land in your browser's downloads folder.

Step 4: What the Appointment performance figures mean

This card is built for appointments businesses and is the only one that compares periods for you. It has no Export CSV. Where a figure cannot be worked out you see a dash, and if the range holds too little activity the whole card says so instead of showing numbers.

Attendance

• No-show rate: no-shows as a share of the appointments that were due to take place, meaning those that reached started or completed, or were marked as a no-show. A visit with several services counts once a day, and walk-ins are excluded, as on the No-show rate card. Under 5% is healthy. Above 10% is costing you money, and a deposit or a 24-hour reminder is the usual fix.

Reschedules

• Guest moved online (share of known moves): of the moves where ResNeo recorded who made the change, the share the client made themselves. High is good, because your booking page is doing the rescheduling instead of your phone. Older changes with no recorded actor are counted separately in the line underneath.
• Guest notified after a move: how often a change actually reached the client as an email or text. If this is low, switch on Booking modification under Settings → Communications.

After a cancellation

• Rebooked within 7 days: of the cancelled appointments that had a client on file, how many of those clients booked again within a week. Low means cancellations are walking out for good.
• Typical wait to rebook: the median gap between a cancellation and that client's next appointment. The line underneath adds the point three quarters of clients have rebooked by.

Team efficiency

• Median time to create an appointment: how long your team takes to add a booking in the dashboard, from opening the form to saving it. The line underneath gives a separate typical time for returning clients.

When ResNeo has a saved reference period, a Reference period saved bar names those dates and each figure gains a line such as "Reference no-show rate was 8%". That snapshot refreshes weekly.

Step 5: The New bookings tab

Click New bookings at the top right. This tab answers one question: how many bookings did we take? Each booking counts on the day it was made, in your venue's time zone, whatever date it is for. A booking made today for next month counts today.

What counts as one booking:

• A visit with several services counts once, on the day its first service was booked. Adding a service to it later does not count again.
• A recurring class reservation counts once, when it was first booked, not each time another session is added to it.
• Each person in a group booking, and each class in a basket, counts on its own, as the bookings list shows them.

What is left out:

• Bookings brought in with an import.
• A booking moved here from another venue in your collective. It already counted where it was made.
• Bookings cancelled automatically because a deposit or card never came through.

Cancelled bookings still count, because they were taken, and the New bookings tile says how many have since been cancelled. A booking still waiting for a deposit or card is not counted yet: an amber note says how many are waiting, and each one counts once it is paid, or once your team accepts it unpaid.

For the same dates, New bookings is the same number as Appointments created on Overview, and Since cancelled is Client-initiated and Team-initiated on the Cancellation rate card added together.

This tab keeps its own dates, separate from the range on Overview. Pick Today, Yesterday, This week (where it opens), Last week, This month or Last month, or click Custom range and set your own From and To. This week and this month run up to today, because nothing can be booked in the future, and a custom range can cover up to 400 days. Show by groups the periods into Day, Week or Month.

The tiles at the top:

• New bookings, with a line saying how many have since been cancelled.
• Online: your client booked themselves, on your booking page or your website.
• By your team: someone on your team added it, by phone, in person or from a message.
• Walk-ins.
• By a linked venue, which only appears once a linked venue has booked on your calendars.

Each of the last four shows its share of your new bookings. Below them, a stacked bar chart gives one colour per channel, and a table repeats the figures period by period with a Since cancelled column and a Total row. Export CSV downloads the table, with a column for each channel, New bookings, Since cancelled and Waiting for payment.

The same count sits on your Home page, in the New bookings card, for today, this week and this month.

Where you are is kept in the address, so /dashboard/settings?tab=reports&reportsTab=new-bookings is a link straight back to this tab.

Step 6: The Revenue tab

Click Revenue at the top right. If you take payments with Checkout, this tab is called Booked value instead. It answers one question: what is on the diary, and whose diary it is on.

Booked revenue is the value of every appointment on the diary that has not been cancelled, priced the way the booking panel prices it: the total stored on the booking, else the option the client chose, else that calendar's own price, else the service's list price, plus add-ons. Each service of a multi-service visit counts on its own, so a visit is never counted twice.

Classes, events and resource bookings count too. Each is priced from what the booking recorded, else the price in force: an event from the tickets bought, a class at its price per person, and a room or other resource at its price per slot for the slots booked. Each counts on the calendar it appears on in your diary: a class on its instructor's calendar, an event on the calendar it is set up on, and a resource on the team calendar it is shown on. Anything that sits on no calendar goes in a No calendar column.

This tab keeps its own range, separate from the range on Overview. Pick Today, This week (where it opens), This month, Last 30 days or Next 30 days, or click Custom range and set your own From and To. Show by groups the periods into Day, Week or Month.

No-shows are reported beside the total rather than quietly dropped. A past date leaves out services marked as a no-show; tick Include no-shows to add them back. A future date has no no-shows yet, so it reads as everything booked.

Three tiles sit at the top:

• Booked revenue for the range, with a line saying whether it covers past dates, upcoming dates, or both.
• No-shows deducted, or No-shows included when the tick box is on, with the number of services behind it (bookings, once classes, events or resources are counted).
• Appointments counted, or Bookings counted once classes, events or resources are included. If any of them carry no price at all, the tile says how many, and an amber note repeats it and says what they are: those add nothing to the totals.

Below the tiles, a stacked bar chart gives one colour per calendar, and a table repeats the same figures period by period with a Total row and a No-shows column. Export CSV in the card's top right downloads exactly what is on screen.

Venue by venue

When you show a linked business, Everyone together or {collective} (all venues), or your venue is in a collective, a Venue table sits between the tiles and the chart, so a blended total is never the only figure you get. It gives each venue its own row, with:

• Venue, with (you) beside your own.
• Booked revenue for that venue.
• Through and the collective's name, when you are in a venue collective. That column is the part of the venue's figure that was booked on the collective's shared page rather than anywhere else.
• Appointments (or Bookings), the number counted.

A Total row adds the rows up. The Export CSV carries this block too, underneath the period table.

Venue collectives: every venue in a live collective can see every other venue's booked revenue. Pick it in Showing, or pick {collective} (all venues). That comes from being in the collective, so narrowing a linked account does not quietly drop a venue from the figures. Once the collective ends, only what your linked accounts share applies again.

Linked venues: if another venue has linked with you at Work as one team, pick it in Showing to see its calendars as their own columns. Only the calendars they shared on the link are counted. All calendars shows your own venue only.

Where you are is kept in the address, so /dashboard/settings?tab=reports&reportsTab=revenue is a link straight back to this tab.

Step 7: The Clients tab

Click Clients at the top right. It has the same range button as Overview, and the two tabs share their dates.

Four tiles come first: Known clients (all-time), New this period, Returning this period, and Anonymous appointments (period), which counts walk-ins with no contact details. Those walk-ins are counted but not listed below.

Two more tiles sit under them, each with its change:

• Rebooking rate, the same figure as on the Overview.
• First-visit retention: of new clients whose first visit was 90 days before your dates, the share who came back within 90 days. For October, that means the new clients from July. Only clients with contact details count, and each is credited to the calendar of their first visit.

When some have not come back, Show the {number} who have not come back lists them by name, with the date of their first visit and who they saw, newest first. It is a good list to phone.

Under the tiles sits the Client directory, with the dates under its name. Export CSV in its top right downloads your whole client list. Three controls sit inside it:

• Search takes a name, email or phone number.
• Show picks With contact (CRM), All except walk-ins, or Walk-ins only.
• Sort offers Last visit (newest), Last visit (oldest), Name (A–Z), Name (Z–A), Most visits and Recently added.

If you use tags, a Filter by tags row appears. Click a tag to narrow the list, click it again to clear it.

The table lists each client with their email, phone, total appointments, lifecycle count (a red NS flag shows no-shows) and last visit. View appointments opens the bookings list filtered to them, and Erase starts a GDPR erase. Click the name instead and the row opens with:

• Contact: first name, surname, email and phone with Save details, plus the tag editor.
• Small tiles for total appointments, Cancellations, No-shows, Deposits paid, First visit and Last visit.
• Export history (CSV) for that one person.
• Recent appointments, each linking straight to the booking.

Good to know: for the full record, with notes, documents, marketing consent and message history, use Open Contacts at the top of the card.

Step 8: The Team tab

Click Team at the top right. It follows the same dates, Showing choice and Compare with as Overview.

There is one row per calendar, with Booked value, Visits, Utilisation, Rebooking, First-visit retention, Average visit value and No-show rate. Under each figure is its change against the earlier period, green when better and red when worse. A Total row sits at the bottom. A visit with services on two calendars counts once on each, so the rows can add up to more than the total. When you show a linked business or Everyone together, each row names its business, for example "John at Light 3". Export CSV downloads the table.

Get the daily booking log by email

At the bottom of Appointment activity, the Daily booking log email panel sends you a summary of new appointments and cancellations.

1. Click the switch on the right to change it from Disabled to Enabled. The pill beside the title says On or Off.
2. Send to arrives filled in with your venue's email address. Change it if the summary should go somewhere else.
3. Under Schedule, tick the days you want and set a time for each. It suggests Monday to Friday at 17:00.
4. Click Save email settings.

Emails are off by default and only send on the days you tick.

Tip: for an email on every single booking instead, use New booking alert under Settings → Communications.

Export your data

Export your data sits at the bottom of Overview and asks three things, then gives you one file.

1. What to export: Appointments, Clients or Services. Appointments are chosen by their appointment date; clients and services by the day they were added.
2. Which dates: All time, This month, Last month, This year, Last year or Custom dates, which gives you a From and a To box.
3. File type: CSV, Excel spreadsheet or PDF.

Under the choices the page counts what they cover, for example "142 appointments in these dates", so you know what you are about to download. If the range holds nothing, it says so and the download button greys out. The button names your choices, so it reads Download appointments as CSV.

Times in every file are read in your venue's own time zone, money is in your venue's currency, and the column headings use your venue's own words. Files are built at the moment you click, so nothing is out of date. See Exporting all your data for what each file contains.

Exports contain personal data. Store them securely, and delete local copies when you are finished.

Common problems & fixes

Problem	Likely cause	Fix
I cannot find Reports	You are not an admin, or you are looking in the sidebar	It is under Settings, then Reports
Export CSV shows a notice instead of downloading	There is no data in the range	Pick a longer range with the range button, and try again
Appointment performance has no download	That card has no export	Use the other cards' exports, or Export your data
A card is missing	That booking type had no activity in the range	Widen the range. By booking type needs more than one type with activity
The numbers look too low	The range opens on the last 30 days	Click the range button and pick a longer range, such as This month, or use Choose dates
The figures only cover one person	A calendar is chosen in the Showing list	Pick All calendars
Revenue no longer shows a linked venue	All calendars is your own venue only	Pick the venue, or Everyone together ({collective} (all venues) in a collective), in Showing
Sales ignores the business I chose	Takings and sales are never shared between businesses	Pick one of your own calendars, or All calendars
Appointment performance says there is not enough activity	Too few appointments in the range	Widen the dates and look again
A client is missing from the list	Show is set to With contact (CRM) and they have no contact details	Switch Show to All except walk-ins or Walk-ins only
New bookings and Appointments created give different numbers	The dates differ: Overview follows its range button, and New bookings keeps its own	Set the same dates on both. They count the same way, so the numbers then match
Clients seen (arrived / completed) is much lower than Client places booked	Many bookings made in the period are for later dates that have not happened yet	Pick dates that ended a while ago, or check the no-show rate on Appointment performance
A booking made today is missing from New bookings	It is still waiting for a deposit or card	It counts once paid, or once your team accepts it unpaid. The amber note says how many are waiting
New bookings will not show a future date	Nothing can be booked in the future	The range stops at today
SMS segments this period is missing	It shows on Overview only	Click the Overview tab
SMS segments does not match my bill	The banner follows your Stripe billing period, not the date range	Cross-check SMS usage under Settings → Plan
Could not load reports	The page could not fetch your figures	Click Retry. If it keeps failing, check your connection

Next steps

• Reading your reports
• Exporting all your data
• Your contacts (CRM)
• Automated messages, channels, and timing