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 number of parties that scheduled appointments during the selected period.
If a booking later moved to the waitlist, it is still counted here (not under Waitlisted parties).
Booking drop-off rate: The percentage of booked parties that were not served because they cancelled or were no-shows.
Waitlisted parties
The number of parties that were placed on the waitlist during the selected period.
Bookings that later became waitlisted are excluded and counted under Bookings.
Total people
The number of individual guests (not parties) that were placed on the waitlist during the selected period.
Waitlisted bookings are excluded 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 number of people per party across all visits within the selected time range.
Served parties
The total number of parties that were served during the selected period. This includes booked parties, waitlisted parties, and parties served directly without waiting.
Serve ratio: The percentage of visits that were served during the selected period. In some cases, this value can exceed 100% if parties served during this time originally registered outside the selected time range.
Average wait time
The average amount of time parties spent on the waitlist before being served.
Longest wait time: The longest single wait experienced by a party before being served.
Drop-off rate
The percentage of all registered visits (bookings and waitlist entries) that cancelled or resulted in no-shows.
Total drop-offs: The total number of registered visits that cancelled or were marked as no-shows during the selected period.
Note: Canceled visits will only show in your analytics tabs if "Include deleted visits" is toggled on in the analytics filters.
Messages
The total number of messages sent and received with guests and users across all channels (SMS, email, and chat), regardless of delivery status.
Average messages per visit: The average number of messages exchanged per party during their 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.
Visit trend
The visit trend chart shows how bookings, waitlisted parties, served visits, and drop-offs change over time. This view helps identify peak periods, changes in demand, and overall service volume.
Time range selection
The dropdown in the top-right corner of the page lets you choose the time range used for all metrics and charts in the Analytics overview.
Available options include:
Yesterday
Last 7 days
This week
Last week
This month
Last month
This year
Last year
Custom
Changing the time range updates all metrics, charts, and breakdowns on the page.
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 typically represents when the guest receives your service.
Completed: The final step of the flow, where visits are marked as completed and are no longer active.
Breakdowns within each step:
Bookings: Scheduled appointments that were not waitlisted and did not drop off in the associated step.
Bookings are tracked across all three steps of the flow.Waitlisted bookings
Scheduled appointments that were moved to the waitlist and did not drop off in the associated step.
These visits are tracked across all three steps of the flow.Waitlist: Visits that joined the waitlist without being a booking and did not drop off in the associated step.
These visits are tracked across all three steps of the flow.Direct to served: Visits that bypassed the registration step and were placed directly into the serving list.
Direct to completed: Visits that bypassed both the registration and served steps and were marked directly as completed.
This path is only possible via the API.Auto-completed: Visits that were automatically marked as completed based on your auto-complete settings.
These are shown separately so you can decide whether to include them when evaluating completed visits.Drop-off: Any visit that was cancelled or marked as a no-show.
Drop-offs can occur during either the registration or served 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.