Gladstone Reporting Frequently Asked Questions

Problem

This article addresses frequently asked questions about using Gladstone Reporting. Topics include how to find common metrics, reconcile sales and payments, report on subscriptions, identify debt, and more.

Resolution

1. Where can I find the current member total?

1. Go to the Subscriptions Dashboard.
2. Scroll down to view the Total Members widget.
3. Click the widget total to open the Drill Down view.
4. The Drill Down provides:
   • List of members and contact data
   • Summary of subscription totals by site
   • Count of subscriptions
5. Adjust filters in the widget to control which subscriptions qualify as members. Save these as a Filter Bookmark for future use.

2. How do I see the attendance for Group Exercise classes?

1. Go to the Bookings Dashboard.
2. Scroll down to find the Bookee % Occupancy and Attendee % widgets.
   • Bookee % Occupancy: Shows total number of bookees divided by available spaces (uses keywords like Group Ex, Class, Cycling, Studio, Body, Fitness).
   • Attendee %: Shows attendees divided by bookees, indicating what percentage of bookees attended.
3. Click the percentage value in either widget to open the Drill Down report.
4. The Drill Down shows:
   • Group Exercise activities by weekday (aggregated)
   • Each Group Exercise instance by date

3. Where can I find User Fields in reports?

User Field data appears in several reports:

• Attendance By Price Level (Attendance Dashboard > Drill Down): Contact record attendance data and all 50 User Fields.
• Bookings By Hour & Weekday (Bookings Dashboard > Drill Down): Bookings and all 50 User Fields.
• Contacts (User Field Data) (Contacts Dashboard > Drill Down): Summary of every contact record and all User Fields.
• Current Members By Site (Subscriptions Dashboard > Drill Down): Summary of contact records, subscriptions, and all User Fields.

4. Why is my Payment Processor total greater than the Gladstone Reporting Sales report?

Possible reasons:

• Resource Products: Resource Products (like booking sheets) are excluded from sales reports but included in some payments reports.
  • Sales reports include products where the Bookings Resource indicator is set to "No".
  • Resource Products ("Standard" or "Density") are excluded from sales but included in payments.
• Unverified Sales Manager / Unverified Bookings Manager: Online sales may not be confirmed (e.g., due to time-outs or browser interruptions), so Payment Processor may record the sale while Gladstone does not.

5. Why is my Gladstone Reporting sales total larger than expected?

Possible reasons:

• Unpaid Sales: Sales reports default to showing 'Include All' Status, including unpaid, voided, and credited sales.
  • Use the Status filter to exclude 'Unpaid Overdue' and 'Unpaid Not Due Yet'.
• Additional Payment Methods: Reports may include all payment methods by default.
  • Use the Payment Method filter to remove methods you wish to exclude.
• Account Types: Reports may include Standard, Invoicing, and Cashless accounts.
  • Use the Account Type filter to limit which accounts are included.

6. What is the difference between Sales and Payments?

• Sales: Shows all ownership transfers (paid, unpaid, voided, refunded)—may include unpaid sales.
• Payments: Focuses on completed (paid) transactions and excludes unpaid sales.
• For reconciliation, use Payments reports (e.g., Payments (Yesterday)) for eCommerce and POS transactions.

7. Which widget should I use to reconcile Online and POS transactions?

• Use the Payments (Yesterday) widget in the Sales Dashboard.
• This provides a breakdown by transactions, daily totals, Cost Centre, Department, Product, and Payment Method.
• The Extract Drill Down can be used for detailed data export.

8. Where can I find my new subscriptions total?

• Go to the Subscriptions Dashboard.
• Use the New Subscriptions (Current Month) widget.
• The widget shows subscriptions with an Original Start Date in the current month.
• Drill Down for detailed insight and demographic data.
• Use report filters (including Creation Date) to change the basis for the report.

9. Where can I see which subscriptions are ending?

• Expiring Subscriptions (Current Month) widget (Subscriptions Dashboard): Shows subscriptions ending this month and not set to Auto Renew.
  • Drill Down for detailed data.
• Renewal Stop Date widget: Shows subscriptions with a Renewal Stop Date in the current month, regardless of End Date or Auto Renew.

10. Where can I see my Group Exercise attendance?

• Use the Bookee % Occupancy and Attendee % widgets in the Bookings Dashboard.
• Both widgets show data for the last 90 days and offer Drill Downs with aggregated tables and date-level summaries.
• Conditional formatting highlights attendance levels:
  • Red: below 33%
  • Orange: below 68%
  • Green: 68% or higher

11. How do I report on Direct Debit transactions?

• Direct Debit Collection widget (Sales Dashboard): Shows paid Direct Debit sales by Raised Site for the last 90 days.
  • Drill Down provides transaction details.
• Direct Debit Rejections widget: Shows Direct Debit sales with Credit Note Status (including rejections from BACS files such as AUDDIS, ADDACS, ARUDD).
  • Drill Down for report details.
• Subscription Debt widget: Shows unpaid overdue Direct Debit subscriptions.

12. Where can I report on debt?

• Current Aged Debt by Due Date Range widget (Sales Dashboard): Groups Unpaid Overdue sales by age (1-30, 31-60, 61-90, >90 days).
• Subscription Debt widget (Sales Dashboard): Shows unpaid subscription debt.
• Invoicing Account Debt widget (Sales Dashboard): Shows debt allocated to invoicing accounts.
• Standard Account Debt widget (Sales Dashboard): Shows debt in standard accounts.
• Standard Account Booking Debt widget (Bookings Dashboard): Shows unpaid booking debt in standard accounts.
• Invoicing Account Booking Debt widget (Bookings Dashboard): Shows unpaid booking debt in invoicing accounts.

13. How do I reconcile Invoice payments?

• Use the Invoice Sales (Last 90 Days) widget in the Sales Dashboard.
• Shows paid sales with Invoice ID and detailed data in the Drill Down.

14. How do I report on subscriptions that were live in the past?

1. Verify how long subscription data is retained:
   • In Plus2: Go to Configuration > Financial > Subscriptions > Subscription Types
   • Open each Subscription Type, then the Creation / Renewal tab to see the Expired Subs Retention Period.
2. If retention is set to 0, historical data is kept indefinitely; otherwise, it is purged after the set period.
3. Use the Current Members indicator in the Subscriptions Dashboard. Drill Down to see active subscriptions for a past period:
   • Include subscriptions where:
     • Original Start Date is on or before end of the period
     • End Date is on or after start of the period

15. How do I identify customers with multiple non-attendance bookings (e.g., 3 strikes in a period)?

1. Go to the Bookings Dashboard.
2. Use the Bookings Attended widget.
3. Drill into the 'No' (non-attended) segment for a detailed report.
4. Use filters to set time period and activity.
5. Review the Top 10 by Contact and Booking Count by Contact visuals (with conditional formatting):
   • White: 2 or fewer bookings
   • Orange: 3 to 4 bookings
   • Red: 5 or more bookings

16. What is Resource Utilisation in reporting?

Resource Utilisation measures how much of a resource's available time is occupied by qualifying bookings. It is based on bookings rather than customer attendance.

Resource Utilisation data is available from the Bookings Dashboard by drilling down from the Average Resource Utilisation widget.

The report summarises the average utilisation of each resource by hour and weekday over the selected reporting period.

The following booking types are included:

• Reservations — for example, Spinning, Pilates and Zumba
• Activities — for example, Badminton, Basketball and 5-a-Side
• Courses — for example, Learn to Swim and Trampolining
• Hosted Reservations — for example, Karate Club and SU Netball

Exceptions are not bookings and are excluded from Resource Utilisation calculations.

17. How is Resource Utilisation calculated?

Resource Utilisation is calculated by measuring the proportion of each hour that a resource is occupied by a qualifying booking.

For example:

• A 60-minute Badminton booking starting at 19:00 represents 100% utilisation for the 19:00 hour.
• A 45-minute Group Exercise class starting at 18:15 represents 75% utilisation for the 18:00 hour.
• A 60-minute course starting at 09:30 represents 50% utilisation for the 09:00 hour and 50% utilisation for the 10:00 hour.

When reporting across periods longer than seven days, the utilisation percentages are averaged.

18. Why might Resource Utilisation figures appear different to what I expect?

Resource Utilisation can differ from expected values because of operating hours, the distinction between bookings and attendance, Exceptions, and differences between Single Database and Multi Database environments.

Operating hours

The report is pre-filtered to analyse the hours between 06:00 and 22:59 inclusive by default. Users can customise the report using the HOURS filter where required.

Calendars configured against Resource Products may also affect the reporting logic. For Single Database customers, configuring calendars against Resource Products can improve the accuracy of Resource Utilisation reporting.

Utilisation is based on bookings, not attendance

Utilisation is based on the resource being booked, rather than the number of customers who attend.

For example, a class with zero attendees is still considered resource utilisation because the resource was booked and unavailable for another booking during that period.

Exceptions are not bookings

Temporary restrictions or closures configured using Exceptions prevent a resource from being booked but are not themselves treated as utilisation. Exceptions are therefore excluded from Resource Utilisation calculations.

Gladstone database architecture

The way resource availability is determined varies according to the architecture of the Gladstone database:

• Single Database customers — Resource availability is determined using the Resource Product Calendar. Utilisation is therefore calculated during the resource's configured available hours, providing a more accurate representation of utilisation.
• Multi Database customers — Resource calendars are not referenced. The report instead assumes that resources are available between 06:00 and 22:59, regardless of their actual operating hours. Utilisation percentages may therefore appear lower than expected where a resource is only available for part of the day.

To identify which Gladstone database environment you use:

1. Open Plus2.
2. Go to Configuration > System > Configuration.
3. Expand General Settings.
4. Locate Data Version.

Data Version 11.0.32 indicates a Multi Database environment. Versions above 11.0.32 indicate a Single Database environment.

Alternatively, contact your onsite Gladstone administrator for assistance.

19. Why are products or bookings missing from reports?

Products, classes or bookings are commonly missing from reports because they have been excluded by an active filter or have not yet recorded any reportable activity.

Filters can exclude data that does not meet the selected criteria. Check the filters applied to the report and, if necessary, set them to Include all before applying each filter individually. This can help identify which filter is excluding the expected information.

Another consideration is whether the product, class or booking has recorded any activity. A newly configured item may not appear in reporting until associated activity, such as a sale or booking, has been recorded.

For example:

• A newly configured class with no bookings may not yet appear in the report.
• A class that currently has zero bookings may still appear because historical activity has previously been recorded against it.

20. Why is cancellation data missing from my reports?

Cancellation data for Activities is only recorded where a Dishonour Rule has been configured and applied to the relevant Activity. If no Dishonour Rule was in place when the cancellation occurred, the cancellation cannot be reported retrospectively.

If no Dishonour Rule is associated with an Activity, cancellation events are not retained within the reporting data. As a result, cancellation reporting may show little or no data even where customers have cancelled bookings.

To begin recording cancellation information, one or more Dishonour Rules must be configured and applied to the relevant Activity products.

This change is not retrospective. Cancellation information is only recorded for bookings cancelled after the Dishonour Rule has been applied. Historical cancellation information cannot be recovered where it was not captured at the time.

There is no requirement to apply Late Cancellation or No-Show charges to customers when configuring Dishonour Rules solely for reporting purposes.

Notes

• Saving custom filter configurations as Filter Bookmarks can make future reporting faster.
• For the most accurate reconciliation of payments versus sales, ensure filters are set consistently across reports.
• Retention settings for subscriptions in Plus2 can affect the availability of historic subscription data.
• Drill Down reports often provide export options for further analysis outside of Gladstone Reporting.

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