The overview tab in Analytics provides high-level data related to your account. In this tab, you'll find the Key metrics section, as well as a few other highly relevant, in-depth charts with more detailed information.
Key metrics
The Key metrics section contains at-a-glance information about your most important data points. It includes snapshots of bookings, waitlisted parties, served parties, average wait times, dropoff rate, and messages.
Bookings
The bookings box displays the number of parties that have scheduled appointments for the dates selected. Bookings that turned into a waitlisted visit are also counted here (not under waitlisted parties).
The booking dropoff rate is the percentage of bookings that did not get served because they cancelled or were no-shows.
Waitlist
Waitlist include the number of waitlisted parties that were placed on the waitlist for the dates selected. Waitlisted bookings (i.e. bookings that have moved to the waitlist) are excluded from this number and instead counted under bookings.
Total people indicates the number of people (not parties) that were placed on the waitlist for the dates selected. Waitlisted bookings are excluded from this number as well, and counted under bookings.
Note: The Total people metric will only be shown if party size is turned on.
Avg party size is simply the average party size for all visits within the dates selected.
Served
Served is the total number of served parties that were served in the time frame selected. This includes bookings, waitlisted, and directly served parties (i.e. parties added directly to serving).
Serve ratio is the percentage of visits that were served in the time range selected. While it is not common, this can be greater than 100% if enough of the served visits are originally registered outside of the time window selected.
Avg wait times
Avg wait times display the average amount of time the parties were on the waitlist before being moved to the serve list.
The Longest wait time is the longest a single party was on the waitlist before being moved to the serve list.
Dropoff rate
Dropoff rate is the percentage of registered visits (bookings or waitlisted) that were no-showed, cancelled, or deleted.
Total dropoffs include the total number of registered visits that were cancelled, no-showed, or removed (deleted).
Note: Canceled visits will only show in your analytics tabs if "Include deleted visits" is toggled on in the analytics filters.
Messages
Messages shows the total number of sent and received messages to guests, as well as notifications to users across all channels (email, SMS, chat, push) regardless of their delivered state.
Avg messages per visit is simply the average number of messages sent and received during a single visit.
Detailed charts
The detailed charts give you deeper insights into key areas of your business. You can click on all of them to access more in-depth information and table-format data.
Traffic
The Traffic chart visualizes a trend over time of the number of waitlisted parties, bookings, served parties, and dropoff.
The dropdown 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.
You can also access the Traffic chart from the Visits tab.
Customer path
The Customer path chart gives you insight into the path of visits through the steps in Waitwhile.
The steps in the customer flow 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. This is typically when you deliver them your services.
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 dropoff in the associated step. Tracked across all three steps.
Waitlisted bookings: Scheduled appointments that were waitlisted and did not dropoff in the associated step. Tracked across all three steps.
Waitlist: Waitlisted visits that were not bookings and did not dropoff 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.
Dropoff: Any created visit that was cancelled or marked as a no-show. Dropoffs can occur in either the registration or serving steps.
You can also access the Customer path chart from the Guest experience tab.
Note: Each step in the flow reports the actions taken within the time window you have chosen. So, if a visit was registered last week and served yesterday and you are looking at "Yesterday" in analytics, that visit would count as 0 in the registered section and 1 in the served section. In other words, depending on the time window you have set, the number of visits may be greater in later steps than in earlier ones.
Top visited locations
The Top (visited) locations table shows the top locations based on visits. Other available metrics are waitlisted, bookings, served, completed, dropoff, average wait duration and average serve duration.
Only locations with visits logged for the selected time window will be visible in the chart.
Have additional questions or need assistance? Reach out to us via chat or at support@waitwhile.com.