> For the complete documentation index, see [llms.txt](https://help.alternativepayments.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.alternativepayments.io/analytics/setting-up-filters-and-presets-in-utilization.md).

# Setting Up Filters and Presets in Utilization

**Filter your Utilization dashboard to include only service delivery staff, and save your configuration as a reusable preset for accurate reports every time.**

***

### What Are Presets?

Presets are saved filter configurations you can reuse across sessions. Instead of re-applying the same filters every time you open the Utilization page, you can load a preset with one click.

Setting up an accurate preset matters because utilization data is only meaningful when it reflects your service delivery staff — including non-technical roles inflates or deflates your true utilization rate.

***

### How to Create a Preset

1. Navigate to the **Utilization** page from your Alternative Payments Dashboard.
2. **Analytics** > **Utilization**.
3. Select the **Presets** panel.

<img src="https://1567070316-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKPl2XyqKMY0CU5Sb4EWy%2Fuploads%2FRFtyrIP0NasOtHKu51nG%2Funknown.png?alt=media&amp;token=1964f47a-185c-4994-8afc-3e5a83b8400b" alt="" height="316" width="624">

2. Filter your preset by the following:

* *Time Period*
* *Clients*
* *Agent - filter by job role*
* *Ticket Type*
* *Category*

<img src="https://1567070316-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKPl2XyqKMY0CU5Sb4EWy%2Fuploads%2FlROUJckysoXsGcV6oVye%2Funknown.png?alt=media&amp;token=40aabf77-e4fb-4f49-8c8a-4f662df34c17" alt="" height="316" width="624">

3\. Save your preset!

***

### Recommended Exclusions

For most partners, we recommend excluding the following from utilization reports:

| <h4><strong>Exclusion</strong></h4> | <h4><strong>Why</strong></h4>                                                               |
| ----------------------------------- | ------------------------------------------------------------------------------------------- |
| Marketing roles                     | Not part of service delivery.                                                               |
| Office and admin roles              | Not part of service delivery.                                                               |
| Sales roles                         | Review case by case — include sales staff only if they also perform technical work.         |
| Internal ticket types               | Ticket types such as "Internal" and "Internal Services" don't reflect billable client work. |
| Non-employee members                | Client members listed in ConnectWise who are not your employees.                            |

***

### Saving and Reusing Presets

#### Load a saved preset:

1. Open the **Presets** panel.
2. Select your saved Preset from the list.

<img src="https://1567070316-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKPl2XyqKMY0CU5Sb4EWy%2Fuploads%2F7lFSencldQilgQyAsnIe%2Funknown.png?alt=media&amp;token=2af268f9-c615-446b-8bbc-8b94b9ddf208" alt="" height="316" width="624">

#### Update an existing preset

1. Open the **Presets** panel.
2. Click the pencil icon next to the preset.

<img src="https://1567070316-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKPl2XyqKMY0CU5Sb4EWy%2Fuploads%2F2arQFz4Wcif2WS9rajgo%2Funknown.png?alt=media&amp;token=446f4cd6-fc54-4100-a150-6fe17e8436b6" alt="" height="316" width="624">

2. Adjust the filters as needed.
3. **Save**.

#### Naming best practices

Use descriptive names that indicate scope (e.g., "Service Delivery Only", "Techs + Dispatch"), so teammates immediately know what each preset includes.

***

### Troubleshooting

#### A member appears unexpectedly

Agent titles are pulled directly from your ConnectWise member setup. If someone appears in your report who shouldn't be there:

1. Check their title in ConnectWise → HR / Member setup.
2. Update the title in ConnectWise.
3. The change will be reflected in future data.

{% hint style="info" %}
**Note**: Title changes in ConnectWise apply to data going forward — historical reports are not restated.
{% endhint %}

#### A member shows no hours

This usually indicates a ConnectWise setup issue, not a platform bug:

1. Check the member's working hours configuration in the ConnectWise HR section.
2. Confirm their time entries are being logged against tickets and agreements.

{% hint style="warning" %}
If a member's hours still don't appear after verifying their ConnectWise configuration, contact <customersuccess@alternativepayments.io>.
{% endhint %}

***

Questions about a vendor record or a payment that isn't going through? Reach out to <customersuccess@alternativepayments.io>.

**Love our platform?** Rate us on [Channel Program](https://channelprogram.com/v/alternativepayments) and check out our [Referral Program page](https://www.alternativepayments.io/referral-partners/)!


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://help.alternativepayments.io/analytics/setting-up-filters-and-presets-in-utilization.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.