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.