Package tracking via On track is available for Pro, Teams & Enterprise customers.
Overview
Accessible via your contacts menu, the On Track report displays a list of all clients and active packages currently being serviced. This is a way to see the status of each package, the number of sessions outstanding on their package and their current utilization. This is available for all package types.
Enabling On track
On track can be enabled on either the package level, or the specific client level. No package comes with it automatically enabled.
Package level
You can decide whether you want this to be shown to clients on their portal or not.
- On track - In this example, we're tracking appointments in the last 30 days. If you have a weekly package, you could do it on a weekly basis. Because we've set the At risk threshold to be less than 2 sessions, a client would be On track if they've had 2 sessions or more in the last 30 days.
- At risk - A client would show up as At risk if they've had less than 2 sessions in the last 30 days.
- Off track - This always needs to be less than At risk.
You can also add reminders to the assigned team member and the client if your client enters the At risk threshold, they will get an email reminder. In this example, after 2 days of being At risk, the client and team member will get an email reminder.
Client level
You can enable On track on the client level. Anything set on the client level will override the settings on the package level for that client. You might choose to do this in a few scenarios:
- You don't want to enable it for a certain package, but you want to track a few clients on that package
- You have it enabled on the package level, but you want to customize it for a client due to special circumstances or client behavior.
Edit the package on the client record, and then enable On track.
Client Visibility
If you enable client viewing, clients will see it on their portal:
On track Reporting
On track reporting will be shown in a few places:
1. Client record
2. On track page
Each column is as follows:
- Package: The package that is being tracked. If a client has multiple packages, they will be tracked separately.
- Last session: The date of the last session by the client
- Days since: Number of days since their last session
- Next session: Display the date of the next session, if known
- Status: Shows if the client is On track, At risk, or Off track
- Outstanding: For fixed and subscription packages, outstanding will show the number of hours or sessions left in the package
FAQs
If an appointment is not included in a package, will it appear on this list?
No, an appointment must be included in a package for it to update the data in the table.
What makes an appointment "count" towards On track?
We are looking at the completed outcome to determine if a session will count towards the On track counting.
What's the outstanding number with a usage-based package?
Because a usage-based package does not have a limit to the number of sessions in a given time frame, there is no outstanding value. It will simply return an "N/A" value
Why is my client listed multiple times on the On track page?
If you have multiple packages on a client record, they'll be tracked separately. This may happen in families, organizations, etc.
Who on my team can see this?
Anyone who has access to the client record. But, only admins and owners can update the On track thresholds for clients/packages.
For more info on Usage Based Packages