In Waitwhile 3.0, you'll find a number of all-new charts to help visualize the customer flow management performance of your business.
(Visits by location: See Comparing performance across locations)
Let's take a closer look!
Traffic
The Traffic chart visualizes a trend over time of the number of waitlisted parties, bookings, served parties, and drop-off.
The drop-down list at the top right of the chart allows you to select different time breakouts:
Date (default): The total for each metric by day across the time range selected.
Hour of Day: The average for each metric by hour of day across the time range selected.
Day of Week: The average for each metric by day of week across the time range selected.
Visit distribution
Visit distribution is a heatmap of when visits most typically occur, broken out by weekday and hour of day.
The drop-down list in the top right corner lets you pick from a number of different metrics to compare:
Waitlisted parties
Bookings
Served parties
Drop-offs
Avg. Wait Duration
Avg. Serve Duration
Avg Line Length
Max Line Length
Line length
A trend over time of the average length of the waitlist and the longest length of the waitlist.
The drop-down list at the top right of the chart allows you to select different time breakouts:
Hour of Day (default): The average line length and longest line length by hour of day across the time range selected.
Date: The average line length and longest line length by day across the time range selected.
Day of Week: The average line length and longest line length by day of week across the time range selected.
Drop-off
A pie chart showing the breakdown of the number of dropped-off visits.
Dropped-off visits include:
Cancelled visits.
No-showed visits.
Removed visits. (Removed visits existed previously, but is no longer in use. You may see it for historical data.)
Customer distribution
Customer distribution is visualized by a pie chart breaking down the number of new vs returning visits. Visits are counted as returning if a visit used the same contact information as a previous visit in within the Waitwhile account (across locations).
Customer
The Customer funnel chart shows the breakdown of number of people, number of parties, and the number of unique contacts within the time frame selected.
Visits
The Visits chart is a bar chart summarizing visits by different breakdowns.
Both the metrics and breakdowns can be selected at the top right of the chart. The metrics include:
Total Visits
Bookings
Waitlisted Parties
Waitlisted Bookings
Drop-off
Served
Completed
No-Show
Cancelled
Removed
Avg. Wait Duration
Avg. Serve Duration
Breakdowns:
Resources
Services
Service Combinations (if multiple services can be selected for a single visit)
Registration details
In the Registration details bar chart, you'll find a summary of the different registration types.
Both the metrics and breakdowns can be selected at the top right of the chart. The metrics include:
Total Visits
Bookings
Waitlisted Parties
Waitlisted Bookings
Drop-off
Served
Completed
No-Show
Cancelled
Removed
Avg. Wait Duration
Avg. Serve Duration
Breakdowns:
Creator: Breakdown of the visits that were created by staff vs guests
Source: Breakdown of the specific source were the visit was created
Average durations
The Average durations chart summarizes the average durations for various steps in the customer flow.
These steps include:
Booking lead: The average time between when the booking was submitted and the time of the appointment.
Booking to serve: The average duration between the appointment time and when the appointment was moved to the serving list.
Wait: The average time a visit was in the waitlist. This number excludes bookings that are automatically synced to the waitlist.
Alert to serve: The average time between a visit being alerted and being served.
Serve Duration: The average time a visit was in the serving list.
Wait & serve durations
The Wait & serve durations chart shows the frequency of waitlisted and served visits by different duration increments.
Drop-off by waitlist position
In the Drop-off by waitlist position chart you'll see the frequency and rate of no-shows based on how long the line was when they first entered it.
In this example, the majority of total drop-offs happen when people are first in line. However, out of those who were fifth in line, 59% dropped off, which was the highest rate out of any position in line.
The average drop-off position can be found under the chart title. This metric is the average first-in-line position of all the visits that dropped off.
Customer path
The Customer path chart gives you insight into the path of visits through the steps in Waitwhile.
The Customer Flow steps include:
Registration: The first step of the flow where visits are created as bookings or waitlisted visits.
Served: The second step of the flow where visits are marked as being served.
Completed: The final step of the flow where visits are marked as completed and are no longer an active visit.
Breakdowns within each step:
Bookings: Scheduled appointments that are not waitlisted and did not drop off in the associated step. Tracked across all three steps.
Waitlisted Bookings: Scheduled appointments that were waitlisted and did not drop off in the associated step. Tracked across all three steps.
Waitlist: Waitlisted visits that were not bookings and did not drop off in the associated step. Tracked across all three steps.
Direct to Served: Visits that bypassed the registration step and were placed directly into the serving list.
Direct to Completed: Visits that bypassed the registration and served steps and were directly marked as completed (only possible via the API).
Auto-Completed: Given the default setting is to auto-complete guests after a certain amount of time, we provide details on guests who were auto-completed so you can choose to count them or not count them as a completed guest.
Drop-off: Any created visit that was cancelled or marked as a no-show. Drop-offs can occur in either the registration or serving steps.