The Guest experience tab in Analytics includes data related to your guests and customers' interaction with your business.
Detailed charts
The detailed charts in the Guest experience tab give you deeper insights into key areas of your business. It includes detailed information about dropoffs, dropoffs by different line positions, the customer path, line lengths over time, registration details, wait and serve durations, as well as average durations for steps in the customer flow.
Dropoff by waitlist position
In the Dropoff by waitlist position chart you'll see the frequency and rate of dropoffs based on how long the line was when the customers first entered it.
The chart includes a few different elements:
The column bars represent the number of dropoff visits broken out by their original position in line when the visit was created.
The line represents the percentage of all visits that dropped off broken out by their original position in line.
The average dropoff position annotation is the average line length of all visits that dropped off. Visits that get in a line longer than this number are more likely to dropoff.
Dropoffs
A pie chart showing the breakdown of the number of dropped-off visits.
Dropoff visits include:
Cancelled visits
No-showed visits
Deleted visits
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 Overview tab.
Line length
The Line length chart displays a trend over time of the average length of the waitlist, as well as the longest length of the waitlist.
Average and max line length are defined as follows:
Avg line length: The average starting position of all visits that were added to the waitlist. Assigned to the date the visit was waitlisted.
Max line length: The longest starting position of all visits that were added to the waitlisted. Assigned to the date the visit was waitlisted.
The dropdown 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.
Registration details
In the Registration details bar chart, you'll find a summary of the different registration types.
The different registration types include:
Creator: This relates to who created the visit. The chart displays a breakdown of the visits that were created by staff vs guests vs API.
Source: This relates to where the visit was created and displays a breakdown of the specific source were the visit was created. Possible registration sources include:
Registration source | Description |
Web-app | The visit was created by your staff in the web based Staff experience |
iOS app | The visit was created by your staff in the native iOS app Staff experience |
Android app | The visit was created by your staff in the native Android app Staff experience |
Public | The visit was created by the guest using your customer-facing pages |
Kiosk | The visit was created by someone using your customer-facing pages in Kiosk mode |
QR | The visit was created by someone accessing your customer-facing pages triggered by a QR code |
SMS | The visit was created via the Text-to-join feature |
API | The visit was created by the API |
Import | The visit was created from an import of visits |
RWG | The visit was created via Reserve with Google |
Unknown | The source of the visit creation could not be determined |
Both of these levels of detail (Creator and Source) can be compared using multiple metrics:
Total visits
Bookings
Waitlisted
Waitlisted bookings
Dropoff
Served
Completed
No-show
Cancelled
Removed
Avg wait duration
Avg serve duration
Wait & serve durations
The Wait & serve durations chart shows the frequency of waitlisted and served visits by different duration increments.
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.
Note: Depending on your plan type, your access to Analytics will differ.
Free plan: No access to Analytics.
Starter plan: Access to the Overview tab, ability to view data 90 days back.
Business plan: Access to all tabs, ability to view data 365 days back.
Enterprise plan: Access to all tabs, ability to view data 3 years back.
Read more about our different plans on our Pricing page.
Have additional questions or need assistance? Reach out to us via chat or at support@waitwhile.com