Control Report

Overview

This report is intended to support delivery of your capacity plans, it shows you how your teams and departments are progressing against their plans so that you can make informed decisions about what they need to do today, this week or this month to deliver on their plans. You can also use it to analyse variances from plan retrospectively to understand what caused any significant variances, the impact they had on the team and the actions that were taken to minimise that impact. This analysis can then inform future plans.

 

Because this report is intended to support delivery of plans you would typically only run it for a period of time that you have a balance and committed plan in place for.

Plan Contains

Select a date that the plan you want to run the Control report against contains. The date will be set as the previous working day but can be changed using the calendar function

You can only view the report for a planning period once some data has been verified in the Manage Data screen for a date within the plan period.

Plan Unit

Select the same plan unit that was used to create the plan you want to review progress against. This can be either day, week, month or 'now required plan'.

Please Note - If the now required plan option is selected the Control Report will display the plan versus actual results for the date the now required plan covers.

Any notes added to this Control Report will display in the Control Report comparing performance against the Weekly Committed Plan.

Status

By default, the selected status will be Committed as this should represent the plan you or your team are committing to deliver.

You can change the status to Provisional or Target by clicking on the drop-down menu.

Plan

Displays the name of the plan that the report will run against based on your Plan Contains, Plan Unit and Status selections.

If more than 1 plan meets these criteria you can select the plan you want to run the report for by selecting its name from the drop-down menu.

Tasks Groups

If task groups are enabled for the workgroup, you are running the report for you can choose to have the data displayed by task groups by selecting ‘Show’ in the drop-down menu or by individual task by selecting ‘Hide’.

Empty Tasks/Members

You can choose to include any team members or tasks that do not have data captured against them during the selected reporting period by clicking on the drop-down menu and selecting ‘Show’.

The default setting is ‘Hide’ so any team members or tasks without verified data during the period will not be displayed in the report.

View Report

Once you have set your parameters click here to view your report.

 

 

Plan to Date

By default, the Control report will run ‘to date’ which will display performance against plan up to the previous day of verified data.

You can choose to run the report up to an earlier period by selecting the required date from the drop-down menu.

Report Intervals

You can view your data in hours, minutes or FTE by selecting the required unit here.

% of Plan

By default, the report will display your variances against plan as percentages. What percent of the planned value was captured as the actual value.

You can change this view to show the difference as a unit of time rather than a percentage by selecting Difference from Plan from the drop-down menu.

You can add notes to specific dates and categories or the plan as a whole by clicking on the icon. This will prompt the notes dialogue box to open:

Clicking the icon will display a log of the actions taken during the Loading meeting for the plan being reviewed.

Activity Log Notes are automatically created in the Loading Board when a value is updated during the Load stage on the Balance grid. Each Note contains details of the changes made that you could refer to here as a reminder of the actions that were agreed and need to be delivered as part of the commitment to deliver to plan.

These commitments can be commented on or marked as resolved by clicking on the icon next to the relevant action.

 

 

This chart illustrates the Work Out that has been completed and the Core Time used compared to what you planned. This provides a view of how the workgroup are tracking compared to productivity targets.

The green line is the plan line and illustrates the planned hours of Work Out and the planned hours of Core Time for the whole of the plan period.
The blue line illustrates actual hours of Work Out captured. If this line is positioned above the plan line, then more Work Out than planned has been completed. If it is below, then less Work Out than planned has been completed.
The red line illustrates the actual hours of Core Time used by the workgroup. If the red line is above the plan line, then more Core Time than planned has been used, if it is below then less Core Time than planned has been used.
If the Work Out line is below the Core Time line then this means that the workgroup have completed less Core Work with more Core Time and are not achieving the planned level of Productivity.
If the Work Out line is above the Core Time line then this means that the workgroup have completed more Core Work with less Core Time and are achieving a higher than planned level of Productivity.

 

 

The summary tiles display comparison to plan data (variances) for key metrics these variances are marked as red, amber or green depending on the size of the variance as a percentage of plan.

Red – Variance is 20%+ of plan.

Amber – Variance is between 10% and 19% of plan.

Green - Variance is between 0% and 9% of plan.

Work In

Details the actual hours of Work In received based on items x standard time for each Core Task.

Work Out

Details the actual hours of Work Out completed based on items x standard time for each Core Task.

WIP

Details Work In Progress levels for the selected date based on items x standard time for each Core Task.

Time Worked

This is a calculated value detailing the time available to complete work either core or diverted for the workgroup. (Staff Complement +/- Flexitime, Overtime, Lend, Borrowed, Temporary and Downtime).

Diverted

Details the total time spent on diverted activities by the workgroup in the unit of time. This is a total of all the time booked to each of the Diverted tasks linked to the workgroup.

Productivity

Displays a calculated value based on the Work Out completed in the Core Time.

 

 

If you run a Control report at a level of the hierarchy higher than a team you will also see a Workgroup Summary table. This illustrates the key metrics for each of the child plans that are feeding into the workgroup you have run the report for. Please note this data is not displayed when the report is run for a team.

Work In

Details the actual hours of Work In received based on items x standard time for each Core Task.

The summary tiles display comparison to plan data (variances) for key metrics these variances are marked as red, amber or green depending on the size of the variance as a percentage of plan.

Red – Variance is 20%+ of plan.

Amber – Variance is between 10% and 20% of plan.

Green - Variance is between 0% and 10% of plan.

Work Out

Details the actual hours of Work Out completed based on items x standard time for each Core Task.

The summary tiles display comparison to plan data (variances) for key metrics these variances are marked as red, amber or green depending on the size of the variance as a percentage of plan.

Red – Variance is 20%+ of plan.

Amber – Variance is between 10% and 20% of plan.

Green - Variance is between 0% and 10% of plan.

WIP

Details Work In Progress levels for the selected date based on items x standard time for each Core Task.

The summary tiles display comparison to plan data (variances) for key metrics these variances are marked as red, amber or green depending on the size of the variance as a percentage of plan.

Red – Variance is 20%+ of plan.

Amber – Variance is between 10% and 20% of plan.

Green - Variance is between 0% and 10% of plan.

Time Worked

This is a calculated value detailing the time available to complete work either core or diverted for the workgroup. (Staff Complement +/- Flexitime, Overtime, Lend, Borrowed, Temporary and Downtime).

The summary tiles display comparison to plan data (variances) for key metrics these variances are marked as red, amber or green depending on the size of the variance as a percentage of plan.

Red – Variance is 20%+ of plan.

Amber – Variance is between 10% and 20% of plan.

Green - Variance is between 0% and 10% of plan.

Diverted

Details the total time spent on diverted activities by the workgroup in the unit of time. This is a total of all the time booked to each of the Diverted tasks linked to the workgroup.

The summary tiles display comparison to plan data (variances) for key metrics these variances are marked as red, amber or green depending on the size of the variance as a percentage of plan.

Red – Variance is 20%+ of plan.

Amber – Variance is between 10% and 20% of plan.

Green - Variance is between 0% and 10% of plan.

Productivity

Displays a calculated value based on the Work Out completed in the Core Time.

The summary tiles display comparison to plan data (variances) for key metrics these variances are marked as red, amber or green depending on the size of the variance as a percentage of plan.

Red – Variance is 20%+ of plan.

Amber – Variance is between 10% and 20% of plan.

Green - Variance is between 0% and 10% of plan.

 

 

Search

You can search for specific team members or tasks using full or partial names.

To search by task, you need to expand the report to display the relevant category first. This could be Work In, Work Out, WIP or Diverted.

Filters

You can filter the report to only display specific team members, tasks or activities by clicking on the icon.

Select the data you would like to be included in the report by clicking on the checkbox next to the team member, task or activity name and click Apply. If filters are selected the Filter icon will display a red dot with the number of filters applied

Please note that filtering data will exclude unselected data from key calculations such as Productivity and Work In, Work Out and WIP.

Hide / Show

Adjustment, Selecting this checkbox will cause any adjustments made to calculated Work In or WIP values in the manage data screen to be displayed in the report.

Workload as Items, Selecting this checkbox will display Work In, Work Out and WIP as items at the task level. Unchecking this box will display the data in the unit of time based on items multiplied by standard time.

This option allows you to exclude dates from the report. Click on the drop-down menu and select the dates you would like to exclude by selecting the checkbox next to the relevant date.

Export / Graph / Resize

 

Clicking this icon will allow you to export your report to Excel. Please note the report will export as it is displayed on the screen so if lower-level data is required expand the report before exporting.

Clicking on rows of data within the report and then selecting this icon will produce a graph illustrating the data you have selected. To select multiple rows hold down the Ctrl key and then click the rows you want to chart.

Click and hold on the slider to resize columns

Units

Confirms the unit being used to display the data.

For Performance metrics such as Productivity and Utilisation this will be %

For Workload this will default to time at a category level and items for individual core task data.

Values

Displays the planned values, the values for the data actually captured and a comparison between the 2 for each plan unit.

If you have selected to view variances as a percentage of plan the Variance value will detail the percentage differences if you have selected to view the Difference from plan the Variance value will detail the hours difference.

Totals

Displays the “to date” values. These are the total planned and actual values for the plan period up to the data selected when running the report.

The Variances display a red, amber or green status based on their significance when viewed as a percentage.

 

 

Work In

Displays plan, actual and variance data for the new core work received by the workgroup in the unit of time based on items x standard time for each core task.

Work Out

Displays plan, actual and variance data for the core work completed by the workgroup in the unit of time based on items x standard time for each core task.

Work In Progress

Displays plan, actual and variance data for the work received but not yet completed in the unit of time based on items x standard time for each core task.

Diverted

Displays plan, actual and variance data for the total time spent on diverted activities by the workgroup in the unit of time. This is a total of all the time booked to each of the Diverted tasks linked to the workgroup.

Cost per Standard Hour

Displays a calculated value based on resource costs per hour worked for those completing core work and the Work Out completed in that time.

 

 

 

Staff Complement

Displays plan, actual and variance data for the contracted working hours of permanent team members.

Flexitime

Displays plan, actual and variance data for the total additional hours worked + any time off in lieu as per the business’ definition of Flexitime.

Overtime

Displays the total additional hours worked that are classed as Overtime by the business.

Lend Staff

Displays plan, actual and variance data for the total time captured as lend by the workgroup.

Borrowed

Displays plan, actual and variance data for the total time captured as borrowed by the workgroup. Expanding this row to the team member level will display the home team name of the borrowed resource next to their name in the report.

Temporary Staff

Displays plan, actual and variance data for the contracted hours of temporary team members.

Downtime

Displays plan, actual and variance data for the total time booked to the Downtime categories linked to the workgroup.

Time Worked

Displays plan, actual and variance data for a calculated value detailing the time available to complete work either core or diverted for the workgroup. (Staff Complement +/- Flexitime, Overtime, Lend, Borrowed, Temporary and Downtime)

Core Time

Displays a calculated value detailing the time available to complete Core work for the workgroup (Time Worked – Diverted Time)

 

The data displayed in the Resources section of the Control report can be further expanded by workgroup, task or team member.

 

 

 

Productivity

Displays a calculated planned and actual value based on the Work Out completed in the Core Time.

Utilisation

Displays a calculated planned and actual value based on Core Time / Time Worked.

Complex Productivity

Displays a calculated planned and actual value based on the Work Out completed in the Time Worked.

Total Productivity

Displays a calculated planned and actual value based on the Work Out completed in the total paid hours.

Cost per Standard Hour

Displays a calculated planned and actual value based on resource costs per hour worked for those completing core work and the Work Out completed in that time.

 

 

 

Errors

Details the number of errors found during QA in the unit of time based on the volume of errors for each task x standard times.

Sample

Details the amount of work checked for errors in the unit of time based on the number of items checked for each task x standard times.

Error Rate

Details the % of quality checked work that contained errors as a percentage.

 

 

 

 

 

Please note that only actual values will be displayed here.

Breaches

Displays the amount of work out that breached SLA based on the number of items that breached for each task x standard times.

Breach Rate

Displays the amount of Work Out that breached SLA as a percentage based on the total items of work out for the tasks that have Service enabled and the total number of breaches.

 

 

 

 

 

Headline Charts

When reviewing the Control Report against a Case Plan the Work In Progress tile seen in the report for Task Plans will be replaced with a Cases Closed tile.

This will display the number of cases that have a closed date within the plan period.

The details section of the report will display:

For plans built in items the plan value will be based on the Standard Time assigned to the planned Cases or Stages. The Actual value can be displayed based on the Core Tasks multiplied by their Standard Times or by the actual time logged in the Case Worklog.

You can change the displayed values for Actual Work Out using the Work Out as Standard Time check box.

You can further expand the Work Out data to view the Planned and Actual values at a Case Type level by clicking on the icon.

If the Case Types have Case Stages assigned to them, you will see an icon. This allows you to further expand the data for each Case Type by Case Stage.

 

In addition to the Work Out row the Workload section will also display details for Case Type and Case Stages.

These rows will display any Plan values that you entered into your plan along with the Actual values captured against them.

The data displayed will depend on the report display options you have selected and the planning method you used, either hours or items.

Plan built using 'Items'​ Workload as Items​
Not checked		 Workload as Items​
Checked
Work Out as Standard Time​
Not Checked		 Planned and Actual shown in Actual Time​ Planned and Actual shown in Items​
Work Out as Standard Time​
Checked		 Planned and Actual shown based on Case Type and Stage Standard Times.​ Planned and Actual shown in Items​

 

Plan built using 'Hours'​ Workload as Items​
Not checked		 Workload as Items​
Checked
Work Out as Standard Time​
Not Checked		 Planned and Actual shown in Actual Time​ Planned value will display a dash​ Actual shown in Items
Work Out as Standard Time​
Checked		 Planned value will display a dash​ Actual shown based on Case Type and Stage Standard Times.​ If no Standard Time is defined, values will show 0.0 Planned value will display a dash​ Actual shown in Items​

The Case Type and Case Stage can then be expanded further using the icons.

Expand by Case Type
Expand by Case Stage
Expand by Staff Member

 

 

Case Type:

  • The Case Owner is set at a team level.

  • The Case Status is changed to Closed (If a case is re-opened after having its status changed to Closed the item will be removed from the Control Report Actual values. When the case is closed again the item will re-register with the new closure date.

  • If the case is closed by an account with data capture permissions enabled the item will be credited to that staff member in the team that owns the case.

  • If the case is closed by an account with no data capture permission enabled the item will be credited to the total count of the team that owns the case but will not appear when data is expanded by staff member. This means that the sum of the staff member values could be lower than the team overall value.

Case Stage:

  • The Case Stage is changed. An item is marked as complete for any Stage change, even if the case has previously been in the Stage it is changed to.

  • If the Case Stage is changed by an account with data capture permissions enabled the item will be credited to that staff member and the team they had selected in the hierarchy selector at the point the Stage was changed.

  • If the Case Stage is changed by an account with no data capture permission enabled the item will be credited to the team they had selected in the hierarchy selector at the point the Stage was changed. If a workgroup higher than team level is selected credit for closing the Stage will not register in any Control Reports.

 

 

If the plan has been created using the individual staff member feature for planning resource and diverted time the plan and actual values will be displayed when expanding these sections allowing for a more detailed view of what was planned and what actually happened.

 

Productivity will display the actual values based on the Work Out as Standard Time option selected. If the check box is selected the productivity value displayed will be based on the items or core tasks completed multiplied by the standard times.

 

 

For more information on...
Control Report Video

See Introduction to Control Report Video
Video Library

See Video Library

Calculations

See Key Equations
Frequently Asked Questions See FAQs
Notes See Notes