Description of available reports
Below is a list of all available reports and what data they contain. If you want to dive deeper into what the data means, for example what is included in the waiting time, the number of arrived customers, etc, see How statistical data is stored and calculated.
Appointment Reports
Appointment Booking
The Appointment booking report shows information about appointment bookings, no matter if the appointment has yet occurred or not. You can group the data by day, weekday, week, month or year.
You can use this report to:
see if the number of bookings are higher or lower in different time periods
find out if there are periods when the appointments are booked closer to the appointment time.
Name | Definition |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
Total number of bookings | The number of appointments that were booked during the selected period - no matter if they have been canceled or not. |
Number of changes | The number of changes done to the appointments booked during the selected period. |
Number of cancellations | The number of appointments that were canceled. The canceled appointments must be the same appointments included in the bookings. |
Number of still open appointments | The number of bookings minus the number of cancellations. |
Average number of days between booking and appointment | The average number of days between booking and appointment. |
Average number of days between cancellation and appointment time | The average number of days between cancellation and appointment time. |
Appointment Booking Time Per Period
Name | Definition |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
Intervals (2,4,6 etc) | The number of appointments booked within this time before the appointment start time. Column 2 contains the appointments booked 0-2 days in advance. |
Total | The total number of appointments booked on that date. |
Cancellations | The number of canceled appointments. |
Changes | The number of changed appointments. |
Totals | The sum of the column. |
% | The percentage of all appointments that were booked in this interval. |
Acc % | Accumulated percentage. |
Appointment Overview
Name | Definition |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
Number of booked appointments | The number of appointments that were booked for the selected period. |
Appointments for the day | The number of appointments booked for the selected period that were not canceled. |
Canceled | The number of canceled appointments. |
Number of customers that arrived | The number of appointments where the customer arrived. |
% of customers that did arrive | The percentage of all appointments where the customer arrived. |
Late arrivals | The number of appointments where the customer arrived late. |
Number of customers that responded to call | The number of customers that arrived at the service point. |
Average time from arrival to appointment | The average time from arrival to appointment time. |
Average appointment waiting time | The average appointment waiting time. |
Average transaction time | The average transaction time. |
Average number of days in advance the appointment was booked | The average number of days in advance the appointment was booked. |
Totals | The sum of the columns. For averages, this is the average of all customers, not the average of the shown averages. |
Average | For columns with numbers, this is the same as the average of the column. For columns already containing average values, this is the average for all included transactions - not for the column. |
Appointment Service Overview
This report shows detailed appointment information per service, such as the number of bookings, arrived and served, and average waiting times and transaction times. It also shows the number and percentage of appointments that took longer than the booked appointment time and the average number of customers per appointment.
You can use this report to:
compare transaction times with the booked appointment lengths
see if appointments for certain services are booked longer in advance than others
see if there are differences in the number of late arrivals for different services
see the average number of customers per appointment and service
Name | Definition |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
Number of booked appointments | The number of appointments that were booked for the selected period. |
Service | Service |
Appointments for the day | The number of appointments that were booked for the selected period that were not canceled. |
Canceled | The number of canceled appointments. |
Number of customers that arrived | The number of appointments where the customer arrived. |
% of customers that did arrive | The percentage of all appointments where the customer arrived. |
Late arrivals | The number of appointments where the customer arrived late. |
Number of customers that responded to call | The number of customers who arrived at the service point. |
Average time from arrival to appointment | The average time from arrival to appointment time. |
Average appointment waiting time | The average appointment waiting time. |
Average transaction time | The average transaction time. |
Number of appointments that took longer time than booked appointment time | The number of appointments that took longer than the booked appointment time. |
% of appointments that took longer time than booked appointment time | The percentage of all appointments that took longer than the booked appointment time. |
Average difference in time between transaction time and appointment length | The average time difference between the transaction time and the booked appointment time in hh:mm:ss. |
Average number of days in advance the appointment was booked | The average number of days in advance that the appointment was booked. |
Average number of customers per appointment | The average number of customers per appointment. |
Totals | The sum of the columns. For averages, this is the average of all customers, not the average of the shown averages. |
Averages | For columns with numbers, this is the same as the average of the column. |
Appointment Waiting Time Per Period
Name | Definition |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
Called before appointment time | The number of customers who were called before the appointment time. |
Intervals (0:05:00, 0:10:00 etc) | The number of customers with an appointment waiting time within each interval. |
Total | The total number of appointments for that period. |
Totals | The sum of the columns. |
% | The percentage of all appointments that had a waiting time in this interval. |
% Cumulative | Accumulated percentage. |
Customer Feedback Reports
The Feedback reports show direct information about the customer experience.
With these reports, you can for example:
Compare waiting time and transaction time with customer satisfaction to find the optimal service levels.
Find the longest waiting time that still results in an acceptable customer satisfaction level.
Prerequisite:
For these reports, you need to use the Customer Feedback module.
Answer Summary
This report shows detailed information about the number of customers for each answer. Each question is presented separately. You can, for example, compare the waiting time and the transaction time with the answers to see if long waiting times result in a lower score.
Name | Definition |
|---|---|
Question | Each included question is presented separately. Includes all questions except for free-text questions. |
Answer | All the available answers defined by the parameter Answers. Note: Answers that were never provided should be included and have the number of answers = 0 and no info for waiting time or transaction time. |
Number of answers | The number of customers who provided the answer. |
% of total answers | The percentage of the total number of answers. |
Average waiting time | Average waiting time. |
Average transaction time | Average transaction time. |
Total | Total number of answers. |
Feedback NPS Overview
This report shows an overview of the NPS (Net Promoter Score) from the Customer Feedback solution.
Name | Definition |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
NPS | Net Promoter Score. |
Answered % | The percentage of all customers that provided an answer. |
Served | The total number of served customers. |
Average waiting time | Average waiting time. |
Average transaction time | Average transaction time. |
Feedback Overview
Name | Definition |
|---|---|
Date | Shows Day, Week, Month, Year, or Weekday, depending on the View setting. |
Average feedback | The average of all the numeric feedbacks. |
Average waiting time | The average waiting time. |
Average transaction time | The average transaction time. |
Total number of visits | The total number of visits. |
Number of answers | The total number of answers. |
Answers % | The percentage of the total number of visits that provided an answer. Note: Each visit is included only once, even if the customer answered many questions. |
Totals | The sum of the columns. For averages, this is the average of all answers - not the average of the shown averages. |
Averages | For columns with numbers, this is the same as the average of the column. For columns already containing average values, this is the average for all included transactions - not for the column. |
Max | The highest number in the column. |
Feedback Rating Star
Name | Definition |
|---|---|
Branch name | Branch. |
Date | Shows Day, Week, Month, Year, or Weekday, depending on the View setting. |
Service name | Service. |
Ticket number | Ticket number. |
Staff name | Staff user name. |
First name | Staff first name. |
Last name | Staff last name. |
Rating (1-5) | The rating star feedback provided. |
Feedback | The feedback provided. |
Comments | Comments. |
Feedback Time
This report shows the number of feedbacks and the average feedback depending on the time between the visit and the given feedback. It can be used to compare feedback provided immediately after the visit with feedback given at a later stage.
Name | Definition |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
Answers provided within 30 minutes after the visit | The number of answers provided within 30 minutes after the visit ended. |
Answers provided after 30 minutes, but the same day | The number of answers that were provided 30 minutes or more after the visit, but on the same day. |
Answers provided the day after, or later | The number of answers provided the day after the visit or later. |
Average feedback | The average of all the numeric feedbacks. |
Number of answers | The number of answers provided within the time period shown above the column. |
Total number of visits | The total number of visits for the selected period. |
Number of answers | The total number of answers for the selected period. |
Answers % | The percentage of all customers who provided an answer. |
Free Text Overview
This report shows the different free text answers together with the ticket number, branch, and the average feedback given. You can use the numeric question and answers filter to filter out the most interesting answers, for example, the answers from the least satisfied customers.
Name | Definition |
|---|---|
Feedback | The comment provided by the customer. |
Branch | Branch. |
Visit ID | Visit ID. |
Ticket number | Ticket number. |
Average feedback | Average numerical feedback provided. |
NPS/Feedback reports
These reports are based on feedback given via NPS marks.
Customer Feedback per Branch and Queue
Use report settings to link marks to the responses.
With this report, you can, for example, compare the customer satisfaction level with the average waiting time. You can use the results of the report to fine-tune the service level.
Satisfaction level is the average of the answers, where each answer is given a percentage value. Use report settings to link marks to the percentage values, as in the following example:
Name | Definition |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
Queue | Queue |
Avg Satisfaction Level | The average of all included answers (100, 67, 33, and 0). |
Avg Waiting Time | Average waiting time |
Max WT SL | Maximum waiting time service level |
Responses | Total number of answers |
Called Customers | Total number of called customers |
Responses % | Percentage of all called customers who provided an answer. |
NPS Overview
This report presents an overview of the NPS (Net Promoter Score) based on marks in Orchestra.
Name | Definition |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
NPS | Net Promoter Score |
Answered % | The percentage of customers who provided an answer |
Served | Total number of served customers |
Average waiting time | Average waiting time |
Average transaction time | Average transaction time |
NPS per Branch
This report shows the NPS per branch.
Name | Definition |
|---|---|
Branch | Branch |
NPS | Net Promoter Score |
Answered % | The percentage of all customers who provided an answer. |
NPS per Service
This report shows the NPS per service.
Name | Definition |
|---|---|
Service | Service |
NPS | Net Promoter Score |
Answered % | The percentage of all customers who provided an answer. |
Mark reports
With the Mark reports, you get the result from marks. Marks can be used to get more details about transactions, for example:
The outcome of transaction
The delivered service or product
Configuration prerequisites:
You need to define marks in the Business Configuration application.
Marks must be available at the service point.
Mark Summary
Name | Definition |
|---|---|
Branch | Branch |
Mark | Mark name |
Count | The number of times that the mark was registered. |
Total | Total transaction time |
Average | Average transaction time |
Max | The longest transaction time. |
Totals | The sum of the column. |
Averages | The average of the column. |
Max | The highest value in the column. |
Marks Per Service
Name | Definition |
|---|---|
Service | Service |
Mark | Mark name |
Count | The number of times the mark was registered. |
Total transaction time | Total transaction time |
Average transaction time | Average transaction time |
Max | The longest transaction time. |
Totals | The sum of the column. |
Averages | The average of the column. |
Max | The highest value in the column. |
Overview reports
Overview Per Period
This report shows the number of arrived, served, no shows, transactions times, waiting times etc. grouped by the period you choose. You can group the data by day, weekday, week, month, or year.
Prerequisite:
You need to set waiting time service levels to the queues.
Name | Definition |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
Arrived | The number of arrived customers. |
Served | The number of served customers. |
% | The percentage of the arrived customers that were served. |
No Shows | The number of customers who did not show up at the counter when called. |
% | The percentage of the arrived customers that were no shows. |
Workload | The total time it took to serve all customers. |
Average transaction time | The average transaction time for the period. |
Max transaction time | The longest transaction time for the period. |
Waiting time < SL | The number of customers who had a waiting time below the service level. |
Waiting time > SL | Number of customers who had a waiting time above the service level. |
% | The percentage of customers who had a waiting time above the service level. |
Average waiting time | The average waiting time. |
Max waiting time | The longest waiting time. |
Totals | The sum of the column. |
Averages | The average of the column. |
Max | The highest value in the column. |
Overview Per Time Period
The Overview Per Time Period report shows the number of arrived, called, no shows, and also waiting time and transaction time divided by time intervals during the day.
Prerequisite:
You need to set waiting time service levels to the queues.
Name | Description |
|---|---|
Period | The day divided into periods, specified in the report settings. |
Arrived | The number of arrived customers. |
Called | The number of called customers. |
Waiting | The number of waiting customers. |
>SL | The number of customers who had a waiting time longer than the service level. |
No Shows | The number of customers who did not show up at the counter when called. |
Average transaction time | The average transaction time for all transactions that started during the period. |
Max transaction time | The longest transaction time for all transactions that started during the period. |
Average waiting time | The average waiting time for all transactions that started during the period. |
Max waiting time | The longest waiting time for all transactions that started during the period. |
Totals | The sum of the column. |
Averages | The average of the column. |
Max | The highest value in the column. |
Transaction Overview
This report includes all customers, including the ones who have been removed. It shows how customers typically move between touch points of the customer journey. You can, for example, see the percentage of customers that never responded to a call (no shows).
Name | Description |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
Entered queue | The number of customers who entered a queue - no matter if it is when a visit is created or due to a transfer. |
Called | Number of called customers. |
Called % | The percentage of customers who entered a queue who were called. |
Served | The number of served customers. |
Served % | The percentage of customers who entered a queue who were served. |
No Shows | The number of customers who did not show up at the counter when called. |
No Shows % | The percentage of customers who entered a queue who did not show up when called. |
Transferred | The number of customers who were transferred to a queue, service point pool, or staff pool. |
Transferred % | The percentage of customers who entered a queue who were transferred. |
Visit Overview
This report shows the total number of visits and the total visit times. You can also see the average time for a visit and, for example, the average time a visit is spent on waiting compared with transactions.
Name | Description |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
Visits | The number of visits. |
Transactions per visit | The average number of transactions per visit. |
Average Visit Time | The average time per visit. |
Max Visit Time | The longest visit for the period. |
Average total waiting times | The average of the total waiting time per visit. |
Max total waiting times | The longest total waiting time for a visit. |
Average total transaction times | Average total transaction time. |
Max total transaction times | The longest total transaction time for a visit. |
Queue reports
Queue summary
Prerequisite:
You need to set waiting time service levels to the queues.
Name | Definition |
|---|---|
Branch | Branch |
Queue | Queue |
Arrived | The number of arrived customers. |
Served | The number of served customers. |
% | The percentage of the arrived customers that were served. |
No Shows | The number of customers who did not show up at the counter when called. |
% | The percentage of customers that arrived who did not show up. |
Workload | The total time it took to serve all customers. |
Average transaction time | Average transaction time. |
Max transaction time | The longest transaction time. |
Waiting time < SL | The number of customers who had a waiting time below service level. |
Waiting time > SL | The number of customers who had a waiting time above service level. |
% | The percentage of customers who had a waiting time above service level. |
Average waiting time | Average waiting time. |
Totals | Sum of the column. |
Averages | Average of the column. |
Max | Highest value of the column. |
Service reports
Delivered Service
The delivered service report shows the delivered services and outcomes per service. You can also see the number of customers with a certain outcome as well as the average, max, and total transaction time per outcome.
Prerequisite:
You need to configure delivered services.
Name | Definition |
|---|---|
Service | Service |
Delivered service | Delivered service |
Outcome | Outcome |
Count | The number of times that the delivered service or outcome was registered. |
Outcome % | The percentage of the delivered service that had this outcome. |
Delivered service % | The percentage of the service that had this delivered service. |
Average transaction time | The average transaction time. |
Max transaction time | The max transaction time. |
Total transaction time | The total transaction time. |
Total | The sum of the column. |
Service Summary
The Service Summary report shows customer journey information per service. You can see for example the number of arrived, served, no shows, workload, transaction times, waiting times, and waiting times related to service level.
Prerequisite:
Waiting time service levels need to be set to the queues.
Name | Definition |
|---|---|
Service | Service |
Arrived | The number of arrived customers. |
Served | The number of served customers. |
% | The percentage of the arrived customers who were served. |
No Shows | The number of customers who did not show up at the counter when called. |
% | The percentage of the arrived customers that were no shows. |
Workload | The total time it took to serve all customers. |
Average transaction time | Average transaction time. |
Max transaction time | The longest transaction time. |
Waiting time < SL | The number of customers who had a waiting time below service level. |
Waiting time > SL | The number of customers who had a waiting time above service level. |
% | The percentage of customers who had a waiting time above service level. |
Average waiting time | The average waiting time. |
Max waiting time | The longest waiting time. |
Totals | The sum of the column. |
Averages | The average of the column. |
Max | The highest value of the column. |
Service Transaction
This report shows detailed information about the service transactions. The time spent on services is divided into walk time, face-to-face time, and wrap-up time. You can also, for example, see how much time is spent waiting for the customer to respond to the call.
Name | Definition |
|---|---|
Service | Service |
Served | The number of served customers. |
Workload | The total time it took to serve all customers. |
Average transaction time | The average transaction time. |
Max transaction time | The longest transaction time. |
Total face-to-face time | The total face-to-face time. |
Average face-to-face time | The average face-to-face time. |
Max face-to-face time | The longest face-to-face time. |
Total walk time | The total walk time. |
Average walk time | The average walk time. |
Max walk time | The longest walk time. |
Total wrap-up time | The total wrap-up time. |
Average wrap-up time | The average wrap-up time. |
Max wrap-up time | The longest wrap-up time. |
Totals | The sum of the column. |
Averages | The average of the column. |
Max | The highest value of the column. |
Service point and staff reports
Service Point Performance
This report shows information about the service points, such as open and close time, number of served and number of no shows, transaction times, idle time etc.
Name | Definition |
|---|---|
Service Point | Service Point |
First Open | The first time the service point was opened. |
Last Close | The last time the service point was closed. |
Total Open Time | The total time the service point was open. |
Served | The number of served customers. |
No Shows | The number of no shows. |
Total Transaction Time | The service point transaction time. |
Average Transaction Time | The average service point transaction time. |
Idle Time | The time the service point was open but not serving any customers. |
Idle % | The percentage of the total open time that was idle time. |
Totals | The sum of the column. |
Averages | The average of the column. |
Max | The highest value of the column. |
Staff Performance
The Staff Performance report shows information about staff members, such as total login time, served, no shows, transactions times and idle time.
Name | Definition |
|---|---|
Staff Name | Staff member name. |
First Login | The first time the staff member logged in. |
Last Logout | The last time the staff member logged out. |
Total Login Time | The total time that the staff member was logged in. |
Served | The number of served customers. |
No Shows | The number of no shows. |
Total Transaction Time | The total staff member transaction time. |
Average Transaction Time | The average staff member transaction time. |
Idle Time | The time the staff member was logged in but not serving any customers. |
Idle % | The percentage of the total login time that was idle time. |
Totals | The sum of the column. |
Averages | The average of the column. |
Max | The highest value of the column. |
Ticket reports
Ticket Report
This report shows information about all tickets. You can restrict the number of tickets shown by selecting a specific branch (the last day is preselected as time range). Here, you can see for example which staff member and service point that served the customer, when the customer entered the queue, waiting time, transaction time, total time, etc.
You can also find the ticket ID, which is needed for the Trace Ticket number report.
Note
Since each visit transaction results in a new row, there may be several rows for each ticket number.
Name | Description |
|---|---|
Ticket Number | Ticket number |
Visit ID | Visit ID |
Visit Key | Visit Key |
Customer Id | Customer ID |
Service | Service |
Queue | Queue |
Issued Time | The time when the transaction started. |
Call Time | The time when the customer was called. |
Finish Time | The time when the transaction ended. |
Wait Time | The transaction waiting time. |
Transaction Time | Transaction time |
Total Time | The total visit transaction time. |
Staff Member | The staff member who provided the service. |
Service Point | The service point where the service was provided. |
Event List
Name | Description |
|---|---|
Event | Event |
Date and time | The event time stamp |
Staff member | The staff member who was involved in the event. |
Trace Customer
This report lets you trace all the steps of a specific customer. This allows you to follow a customer’s journey and find out what staff members served the customer. You can find the customer ID in the Ticket report.
Name | Description |
|---|---|
Issued | The time when the transaction started |
Ticket number | Ticket number |
Staff Member | The staff member who provided the service. |
Service | Service |
Queue | Queue |
Service Point | The service point where the service was provided. |
Waiting Time | The transaction waiting time. |
Transaction Time | Transaction time |
Total Time | The total visit transaction time. |
Ended By | The visit outcome. |
Trace Ticket Number
This report is used to trace all the steps of a specific ticket in a customer journey. Use the Ticket Number filter to filter out a ticket number. You can find the ticket number in the Ticket report.
Note that each visit transaction is represented in a separate row, which means that for example a transfer results in a new row in the report, for the same visit.
Name | Description |
|---|---|
Issued | The time when the transaction started. |
Staff Member | The staff member who provided the service. |
Service | Service |
Queue | Queue |
Service Point | The service point where the service was provided. |
Wait Time | The transaction waiting time. |
Trans Time | Transaction time |
Total Time | The total visit transaction time. |
Ended By | The visit outcome. |
Mobile Ticket Report
This report gives information about the usage of Mobile Ticket.
Name | Definition |
|---|---|
Branch | Branch |
Service | Service |
Visit details | |
Visits | The total number of visits. |
Number Of Mobile Tickets | The total number of Mobile Ticket visits. |
Mobile Ticket (%) | The percentage of all visits that were Mobile Ticket visits. |
Visits (Mobile Created) | The number of visits created in Mobile Ticket. |
Visits (Mobile Opened, Converted) | The number of visits converted into Mobile Ticket visits. |
No Show Details | |
Total no shows | The total number of no shows. |
No Shows Mobile Ticket | The number of no shows for Mobile Ticket visits. |
No Shows Mobile Ticket (%) | The percentage of no show visits that were created in Mobile Ticket. |
No Shows (Mobile Created) | The number of no shows for visits created in Mobile Ticket. |
No Shows (Mobile Opened, Converted) | The number of no shows for visits converted into Mobile Ticket. |
Transaction time reports
Transaction Per Time Period
This report shows the total number of transactions within each transaction time interval.
Prerequisite:
You need to set serving times, used for the transaction time service level, to the services.
Name | Definition |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
Intervals (0:05:00, 0:10:00 etc) | The number of transactions with a transaction time within each interval. The column shows the end of the interval which means the column 0:05:00 shows the transaction with a transaction time from 0-5 minutes. |
Total | The total number of transactions. |
Above Service Level | The number of transactions that took longer than the serving time set to the service. |
% | The percentage of all transactions that took longer than the serving time. |
Totals | The sum of the column. |
% | The percentage of all transactions that had a transaction time in this interval. |
% Cumulative | Accumulated percentage |
Transaction Time Per Service
Prerequisite:
You need to set serving times, used for the transaction time service level, to the services.
Name | Description |
|---|---|
Branch | Branch |
Service | Service |
Intervals | The number of transactions with a transaction time within each interval per service. The column shows the end of the interval which means the column 0:05:00 shows the transaction with a transaction time from 0-5 minutes. |
Total | The total number of transactions. |
Above Service Level | The number of transactions that took longer than the serving time set to the service. |
% | The percentage of all transactions that took longer than the serving time. |
Totals | The sum of the column. |
% | The percentage of all transactions that had a transaction time in this interval. |
% Cumulative | The accumulated percentage. |
Transaction Time Per Service
Prerequisite:
You need to set serving times, used for the transaction time service level, to the services.
Name | Definition |
|---|---|
Branch | Branch |
Service | Service |
Intervals | The number of transactions with a transaction time within each interval per service. The column shows the end of the interval which means the column 0:05:00 shows the transaction with a transaction time from 0-5 minutes. |
Total | The total number of transactions. |
Above Service Level | The number of transactions that took longer than the serving time set to the service. |
% | The percentage of all transactions that took longer than the serving time. |
Totals | The sum of the column. |
% | The percentage of all transactions that had a transaction time in this interval. |
% Cumulative | The accumulated percentage. |
Transaction Time Per Time Period
The Transaction Time Per Time Period report shows the transaction times during different hours of the day.
Prerequisite:
You need to set serving times, used for the transaction time service level, to the services.
Name | Definition |
|---|---|
Branch | Branch |
Service | Service |
Intervals | The number of transactions with a transaction time within each interval. The column shows the end of the interval, which means the column 0:05:00 shows the transaction with a transaction time from 0-5 minutes. |
Total | The total number of transactions. |
Above Service Level | The number of transactions that took longer than the serving time set for the service. |
% | The percentage of all transactions that took longer than the serving time. |
Totals | The sum of the column. |
% | The percentage of all transactions that had a transaction time in this interval. |
% Cumulative | Accumulated percentage |
Waiting time reports
These reports show information about waiting times. A waiting time is the time from when a ticket number entered the queue, until it was called. A ticket number enters the queue when the ticket is issued, or when it is transferred to a queue.
Configuration prerequisites:
The Waiting Time reports use the Service Level setting.
Waiting Time Per Period
Name | Definition |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
Intervals | The number of transactions with a waiting time within each interval. The column shows the end of the interval, which means the column 0:05:00 shows the transaction with a transaction time from 0-5 minutes. |
Rest | These are all transactions with a waiting time above the last interval. |
Total | Total number of transactions. |
Above Service Level | The number of transactions with a waiting time longer than the waiting time set for the service. |
% | The percentage of all transactions with a waiting time above the service level. |
Totals | The sum of the column. |
% | The percentage of all transactions that had a waiting time in this interval. |
% Cumulative | Accumulated percentage |
Waiting Time Per Queue
Name | Definition |
|---|---|
Branch | Branch |
Queue | Queue |
Intervals | The number of transactions with a transaction time within each interval. The column shows the end of the interval which means the column 0:05:00 shows the transaction with a transaction time from 0-5 minutes. |
Rest | These are all transactions with a waiting time above the last interval. |
Total | The total number of transactions. |
Above Service Level | The number of transactions with a waiting time longer than the serving time set for the service. |
% | Percentage of all transactions with a waiting time above the service level. |
Totals | The sum of the column. |
% | The percentage of all transactions that had a waiting time in this interval. |
% Cumulative | Accumulated percentage |
Waiting Time Per Time Period
This report shows waiting times during different hours of the day.
Name | Definition |
|---|---|
Period | The start and end time for the period. The period length is specified in the parameters. The report shows transactions that started during the period. For example, a transaction that started 8:25 and ended 8:35 will be placed in the 8:00 - 8:30 period. The period shows transactions that started at the same time as the period start time and until, but not including, the period end time. |
Intervals | The number of transactions with a waiting time within each interval. The column shows the end of the interval, which means that the column 0:05:00 shows the transaction with a transaction time from 0-5 minutes. |
Rest | These are all transactions with a waiting time above the last interval, in this example above 45 minutes. |
Total | The total number of transactions. |
Above Service Level | The number of transactions where the waiting time was above the service level. |
% | The percentage of all transactions with a waiting time above service level. |
Totals | Sum of the column. |
% | Percentage of all transactions that had a waiting time in this interval. |
% Cumulative | Accumulated percentage. |
Customer reports
Customer Overview
This report shows information about the number of unique customers, new customers, average visit time, etc.
Name | Definition |
|---|---|
Date | Shows Day, Week, Month, Year or Weekday, depending on the View setting. |
Total customers | The total number of visits with identified customers. |
Unique customers | The total number of unique customer IDs. |
New customers | The total number of customers who made their first visit. |
New customers % | The percentage of all customers who were new customers. |
Average visit time | The average visit time for all customers. |
Max visit time | The longest visit time for all customers. |
Average services per customer | Average number of services per customer. |
% Cumulative | Accumulated percentage. |
Entry reports
Service Entry
This report includes the entry points for visits. This way, you can easily find out how customers start their visits.
Name | Definition |
|---|---|
Branch | Branch |
Entry Point | The entry point, for example kiosk or reception. |
Arrived | The number of customers who started their visit at the entry point. |
Arrived % | The percentage of all customers who started their visit at the entry point. |