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For the complete documentation index, see llms.txt. This page is also available as Markdown.

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.

  1. Filter your preset by the following:

  • Time Period

  • Clients

  • Agent - filter by job role

  • Ticket Type

  • Category

3. Save your preset!

Recommended Exclusions

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

Exclusion

Why

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.

Update an existing preset

  1. Open the Presets panel.

  2. Click the pencil icon next to the preset.

  1. Adjust the filters as needed.

  2. 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.

Note: Title changes in ConnectWise apply to data going forward — historical reports are not restated.

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.

If a member's hours still don't appear after verifying their ConnectWise configuration, contact customersuccess@alternativepayments.io.

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

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