Employee KPI report (v2)

Invoice status

Work Center

Work location at time of transaction.

The location where the employee was working at the time of the transaction.

Employee Code

Unique identifier assigned to the employee.

A unique identifier assigned to each employee. Used for internal tracking, reporting, and referencing employees across the system.

Employee Name

Employee recorded as the seller.

The employee marked as the seller in the Sale By field during the transaction. This is the person selected when an item or service is added to the invoice.

Job

Assigned job of the employee

Job associated with the employee in the profile

Appointment Count

Total count of valid appointments handled by the employee.

The total number of valid appointment groups handled by the employee within a specific time frame. Cancelled, voided, segmented, and no-show appointments are excluded. If an appointment includes multiple services, it is counted as one. Filters may apply based on invoice status.

Example:

Therapist: Sarah

Center: Downtown Spa

Appointments on a given day:

9:00 AM – Client A: 60-minute massage

10:30 AM – Client B: 30-minute facial

11:30 AM – Client C: 60-minute massage

2:00 PM – Client D: Appointment cancelled

3:00 PM – Client E: 120-minute package with multiple services (single appointment)

Appointment Count = 4, because:

Client D’s appointment is excluded as it was cancelled.

Client E’s package counts as one appointment group, even though it includes multiple services.

Invoice Count

Invoices that include sales by the employee.

The total number of invoices that include at least one item sold by the employee. This count includes shared or split sales.

Note: 

• An invoice is counted once per employee, even if the employee contributed to only a portion of the sale.

• Split sales, where multiple employees are associated with the same invoice, are included.

Example:

• Invoice #1001: Employee A sells a product

• Invoice #1002: A package is sold, split 50/50 between Employee A and Employee B

• Invoice #1003: Only Employee B makes a sale

Employee A’s Invoice Count = 2 (Invoice #1001 and #1002)

Employee B’s Invoice Count = 2 (Invoice #1002 and #1003)

Total Employee Sales Value

Total revenue credited to the employee.

The total revenue attributed to the employee across all item types, including services, products, packages, memberships, gift cards, and prepaid cards, after applying discounts, refunds, and commission splits.

Formula:

Each component reflects the employee’s share (split commission %) and accounts for:

Applied discounts (subtracted)

Refunds/returns (deducted as negative values)

Voided items (ignored)

Tax (included only if “Show Sales Including Tax” is enabled for the report)

Example:

Sarah’s adjusted sales after applying commission splits:

Service: $1,000

Product: $200

Package: $500

Membership: $300

Gift Card: $150

Prepaid Card: $100

Total Employee Sales = $1,000 + $200 + $500 + $300 + $150 + $100 = $2,250

Average Invoice Value

Average sales value per invoice.

The average sales amount generated by an employee for each invoice.

Formula:

Average Invoice Value = Total Employee Sales Value ÷ Invoice Count

Notes:

Total Employee Sales Value includes services, products, packages, memberships, gift cards, and prepaid cards.

The value is adjusted based on discounts, refunds, and the employee’s share from commission splits.

Invoice Count includes all invoices where the employee sold at least one item, even if the sale was shared with others.

Example:

If an employee’s sales total $2,000 across 10 invoices:

Average Invoice Value = $2,000 ÷ 10 = $200

Guest Count

Unique guests serviced or sold to.

The number of unique guests associated with the employee through sales or services during the selected date range.

Notes:

Each guest is counted only once, even if they appear on multiple invoices.

Recurring invoices, refunds, and freeze fee transactions are excluded.

Includes all sales where the employee participated either fully or through a commission split.

New Guest Count

New guests served by the employee.

The number of first-time guests served or sold to by the employee within the selected date range.

Notes:

Only unique, new guests making their first visit or purchase are counted.

Guests with multiple invoices are counted once.

Excludes refunds, recurring invoices, and freeze fee transactions.

Includes all transactions where the employee is linked (directly or via split).

Example:

If an employee handles:

Guest A: New, 2 invoices

Guest B: New, 1 invoice

Guest C: Existing (excluded)

New Guest Count = 2

New Guest %

% of guests who were new.

The percentage of new guests among all guests the employee served during the selected date range.

Formula:

New Guest % = (New Guest Count ÷ Guest Count) × 100

Example:

If the employee had 20 total guests and 5 were new:

New Guest % = (5 ÷ 20) × 100 = 25%

Requested Count

Number of services requested specifically for this employee.

The total number of services the guest specifically requested this employee during booking.

The count includes appointments that are:

Within the chosen date range

Not canceled, voided, or marked as no-show

Not segmented (only full/main appointments)

Example:

9:00 AM – Client A (requested Sarah) 

10:30 AM – Client B (front desk assigned) 

11:30 AM – Client C (requested Sarah) 

2:00 PM – Client D (auto assigned) 

3:00 PM – Client E (booked Sarah online) 

Requested Count = 3

Requested %

% of services that were requested.

The percentage of services where guests specifically chose the employee.

Formula:

Requested % = (Requested Count ÷ Services Count) × 100

Example:

If Requested Count = 5 and Services Count = 25

Then, Requested % = (5 ÷ 25) × 100 = 20%

Walk-ins Count

Total walk-in appointments.

The total number of walk-in appointments completed by an employee.

A walk-in is an appointment:

Booked less than the org-level threshold (in minutes) before its start time

Not canceled, voided, or marked as no-show

Not a segment of a larger appointment

Example:

If the threshold is 60 minutes:

Appointment A

Created at 9:00 AM, starts at 9:30 AM → 30 mins → Counted

Appointment B

Created at 9:00 AM, starts at 11:00 AM → 120 mins → Not counted

Walk-ins %

% of appointments that were walk-ins.

The percentage of an employee’s total appointments were walk-ins.

Formula:

Walk-ins % = (Walk-ins Count ÷ Appointment Count) × 100

Example:

If Walk-ins Count = 3 and Appointment Count = 15

Then, Walk-ins % = (3 ÷ 15) × 100 = 20%

Online Count

Total online invoices for the employee.

The total number of online-source invoices where the employee sold at least one item.

Includes invoices with shared sales between employees.

Example:

Invoice #101: Online booking – Service assigned to Employee A 

Invoice #102: Online booking – Service split between A and B 

Invoice #103: In-center sale – Product sold by A 

Employee A’s Online Count = 2

Employee B’s Online Count = 1

Online %

% of invoices from online sources.

The percentage of an employee’s invoices that came from online sources like the web or mobile app.

Includes shared sales across multiple employees.

Formula:

Online % = (Online Count ÷ Invoice Count) × 100

Example:

If Online Count = 8 and Invoice Count = 20

Then, Online % = (8 ÷ 20) × 100 = 40%

Rebooked Count

Total rebooked appointments handled.

The total number of rebooked appointments linked to the employee, including split sales with others.

Counted if all these are true:

Appointment was booked as a follow-up to a previous one

Appointment is not cancelled or voided

Appointment is not for a segmented service

Appointment falls within the selected date range

Example:

Therapist: Sarah

Client A rebooks after massage → counted

Client B completes service, no follow-up → not counted

Client C rebooks another treatment → counted

Client D rebooks future appointment → counted

Client E does not rebook → not counted

Rebooked Count = 3

Rebooked %

% of services that resulted in a rebook.

The percentage of an employee’s total services that resulted in a rebooked appointment, including sales that were split between multiple employees.

Formula: Rebooked % = (Rebooked Count ÷ Services Count) × 100

Example:

Rebooked Count = 4, Services Count = 25

Rebooked % = (4 ÷ 25) × 100 = 16%

Rebooking Source Count

Appointments that resulted in future bookings.

The number of appointments performed by the employee that led to future bookings on the same day.

Counted if:

Guest booked a future appointment the same day

Appointment group is counted only once

Excluded if:

Appointment was cancelled, voided, no-show, or segmented

Difference from Rebooked Count:

Rebooked Count: Appointments that were rebooked

Rebooking Source Count: Appointments that led to rebooking

Rebooking Source %

% of appointments that led to future bookings.

The percentage of an employee’s appointments that resulted in guests booking future appointments on the same day, including cases where sales were split between multiple employees.

Formula:

Rebooking Source % = (Rebooking Source Count ÷ Appointment Count) × 100

Example:

Appointment Count = 20, Rebooking Source Count = 5

Rebooking Source % = (5 ÷ 20) × 100 = 25%

Addon Count

Number of add-on services sold.

The total number of add-on services sold or performed by the employee, including split sales. Includes only valid appointments (non-cancelled, non-voided, non-no-show)

Addon %

% of service sales with add-ons.

The percentage of service sales that included add-ons, including split sales.

Formula:

Addon % = (Addon Count ÷ Service Sales Count) × 100

Example:

Addon Count = 6, Service Sales Count = 30

Addon % = (6 ÷ 30) × 100 = 20%

Service Provided Count

Total services performed.

The total number of individual services performed by the employee during the selected date range. This includes all valid service entries directly associated with the employee. Includes both primary and add-on services.

Service Sales Count

Total service units sold or performed.

The number of service units sold or performed by the employee, adjusted for refunds and only if commission was involved.

Includes:

Regular and package services

Non-cancelled, non-voided services

Refund-adjusted counts

Example:

Regular = (2 + 1) - 1 = 2

Package = 3 - 1 = 2

Service Sales Count = 4

Service Sales Invoice Count

Unique invoices with services.

The toal number of unique invoices that include at least one service-related item linked to the employee.

This count shows how many distinct transactions involved services, regardless of how many service items were included per invoice.

Included Item Types:

Regular service

Package service

Refund for regular service

Refund for package service

Logic:

Count each invoice once if it includes any of the above item types

Even if multiple service items exist, the invoice is counted only once

Example:

#1001: 1 massage, 1 facial → counted

#1002: 1 spa package with 3 services → counted

#1003: 1 product only → not counted

#1004: 1 massage, 1 service refund → counted

#1005: 1 package, 1 massage → counted

Result: Service Sales Invoice Count = 4

(Invoice #1003 is excluded)

Difference from Service Sales Count:

Service Sales Count: Total number of service items sold

Service Sales Invoice Count: Total number of invoices with at least one service item

Service Sales

Total service sales value.

The total revenue from services sold, including splits, redemptions, adjustments, and taxes (if selected in report settings).

Includes:

Commission share

Adjusted price, taxes, redemptions

Regular and package services

Excludes:

Cancelled, voided, no-show services

Services without commission share

Example:

Regular Service = $110 × 50% = $55

Package Redemption = $88 × 50% = $44

Membership = $152 × 50% = $76

Package Service = $99 × 50% = $49.50

Total = $224.50

Average Service Value per Invoice

Average service sales per invoice.

The average monetary value of service sales per invoice attributed to an employee, based on their share in service transactions, including split sales.

Formula: Average Service Value per Invoice = Service Sales ÷ Service Sales Invoice Count

Product Sales Invoice Count

Unique invoices with product sales.

The total number of invoices in which the employee is associated with at least one product sale or product return, including sales that are split between multiple employees.

Product Sales Count

Total product units sold.

The total number of individual product units sold by the employee, including sales that are split between multiple employees. This count reflects the net quantity, accounting for returns.

Product Sales

Total product sales value.

The total revenue generated by the employee from selling retail products during the pay period. This includes all product sales recorded on closed invoices and accounts for any refunds, as well as revenue splits if multiple employees share commission for the same product sale.

Bought Product %

% of service invoices with product sales.

The percentage of service-related invoices where the employee also upsold at least one product. It measures how often an employee successfully converts a service appointment into a product sale, highlighting cross-selling effectiveness.

Formula:

Bought Product % = (Service Invoices with Products ÷ Total Service Invoices) × 100

Example:

4 of 10 invoices had products

Bought Product % = (4 ÷ 10) × 100 = 40%

Average Product Value Per Invoice

Average product sales per invoice.

The average revenue generated from product sales per invoice associated with the employee, including transactions where the product sale was split among multiple employees.

Formula: Average Product Value per Invoice = Product Sales ÷ Product Sales Invoice Count

Example:

If an employee has: Product Sales = $600, Product Sales Invoice Count = 4

Average Product Value per Invoice = $600 ÷ 4 = $150.00

Product/Service %

Ratio of product sales to service sales.

The percentage of an employee’s service sales value to product sales value. It shows the employee’s retail-to-service revenue ratio, indicating how effectively they upsell products alongside services.

Formula: Product/Service % = (Product Sales ÷ Service Sales) × 100

Example:

If an employee has: Product Sales = $400, Service Sales = $1,000

Product/Service % = ($400 ÷ $1,000) × 100 = 40%

Product/Total %

Product sales as % of total sales.

The percentage of an employee’s total sales value that came from product sales. It shows how much of the employee’s overall contribution to revenue was driven by retail product sales, as opposed to services, packages, memberships, etc.

Formula: Product/Total % = (Product Sales ÷ Total Employee Sales Value) × 100

Example:

If an employee has: Product Sales = $500, Total Employee Sales Value = $2,000

Product/Total % = ($500 ÷ $2,000) × 100 = 25%

Membership Sales

Total value of memberships sold.

The total monetary value of memberships sold by an employee, adjusted for discounts, taxes, refunds, and the employee’s commission percentage. This includes both sales and refunds/cancellations, and considers split sales across employees.

Example:

Transaction 1 – Membership Sale:

Sale Price: $1000

Discount: $100

Tax: $90

Commission: 40%

→ Calculation: ($1000 - $100 + $90) × 40% = $396

Transaction 2 – Membership Sale:

Sale Price: $500

Tax: $45

→ Calculation: ($500 + $45) × 40% = $218

Transaction 3 – Membership Refund:

Refund: -$300

Tax Refund: -$27

→ Calculation: (-$300 - $27) × 40% = -130.80

Total Membership Sales = $396 + $218 - $130.80 = $483.20

Membership Sales Count

Number of memberships sold.

The total number of memberships sold by the employee, including cases where the membership sale was split between multiple employees. This count also adjusts for cancellations or refunds, resulting in a net quantity.

Example: Sold 2, Refunded 1 → Count = 1

Package Sales

Total value of packages sold.

The total monetary value of package sales made by an employee, including sales split between multiple employees, and adjusted for refunds and tax inclusion (if configured). This reflects how much revenue the employee has contributed through selling packages, after applying discounts, taxes, and commission.

Example: 

Regular Package Sale: Sale price = $500, Discount = $50, Tax = $45, commission = 30%

Calculation: ($500 - $50 + $45) × 30% = $495 × 0.30

Final value = $148.50

Refund: Sale price = $300, Discount = $0, Tax = $27, commission = 30%

Calculation: (-$300 - $27) × 30% = -$327 × 0.30

Final value = $-98.10

Total package sales = 148.50 – 98.10 = $50.4

Package Sales Count

Number of packages sold.

The total number of package units sold by the employee, including any sales split between multiple employees, and adjusted for refunds or cancellations.

Gift Card Sales

Total gift card sales value.

The total revenue generated by the employee from the sale of gift cards, including refunds and commission-based sales split with other employees

Gift Card Sales Count

Number of gift cards sold.

The total number of gift cards sold by this employee, including any refunds and sales shared with other employees.

Example: Sold 3 gift cards → +3, 1 gift card refunded → -1

Gift Card Sales Count = 3 - 1 = 2

Prepaid Card Sales

Total prepaid card sales value.

The total revenue generated by the employee from the sale of prepaid cards, including refunds and commission-based sales split with other employees.

Prepaid Card Sales Count

Number of prepaid cards sold.

The total number of prepaid cards sold by this employee, including any refunds, and adjusted for split sales.

Example: Sold 2 prepaid cards → +2, 1 prepaid card refunded → -1

Prepaid Card Sales Count = 2 - 1 = 1

Campaign Redemption Count

Number of campaign discounts used.

The total number of campaigns (promotions/discounts) that were applied to items sold by this employee, including transactions split across multiple employees.

Sale Count

Total items sold by the employee.

The total number of items sold by the employee across all categories, including sales split with other employees, and adjusted for returns/refunds. It counts actual items, not invoices.

The count adds up all the item-level counts already calculated for that employee, across: Services, Products, Memberships, Packages, Gift Cards, Prepaid Cards

Average Feedback

Average feedback rating received.

The average of all feedback ratings received by an employee for the services they performed during the selected date range.

Formula: Average Feedback = Sum (Ratings received by employee) / Number of feedback entries.

Cancelled/No Show Count

Total cancelled or no-show appointments.

The total number of appointments marked as Cancelled or No Show where the employee was listed as Sale By.