Orchestra Business Intelligence User Console Basics : Business Intelligence Calculations
  

Business Intelligence Calculations

The following definitions, mappings and calculations are used in the Business Intelligence Analysis reports, based on the available data in the statistical database, statdb.

Report categories

The following report categories, or Cubes, are available to create reports from in Business Intelligence:
• Appointments
• Appointment Arrivals
• Delivered Services
• HW Agent Current Status
• HW Agent History
• HW Device Controller Current Status
• HW Device Current Status
• HW Device Controller History
• HW Device History
• Marks
• Service Point Performance
• Staff Performance
• Transactions
• Feedback
• Feedback Visits
• Visits

General sections

The following sections are available in several of the different cubes.

Branch

Name
Description
Branch
The name of the Branch, e.g “Mölndal”.
Country
The country where the Branch is located.
City
The city where the Branch is located.
 
 

Date

Name
Description
Week Number ISO
Week number for the Visit (ISO 8601 standard).
Week number
Week number for the Visit (US standard)
Day of week
The name of the week day for the Visit, e.g. ”Monday”
Year
The year for the Visit, e.g. 2013
Quarter
The quarter for the Visit, in the range 1-4.
Month
The month for the Visit, e.g. ”January”
Day of Month
The day of the Visit, in the range 1-31

Staff

Name
Description
Staff Name
The username of the staff handling the Visit transaction
Last Name
The last name of the staff handling the Visit transaction
First Name
The first name of the staff handling the Visit transaction

Time

Name
Description
Hour
The hour (0-23) the event was created
Minute
The minute the event was created
Interval 5 min
The interval_5_min_24 from dim time
Interval 10 min
The interval_10_min_24 from dim_time
Interval 15 min
The interval_15_min_24 from dim_time
Interval 30 min
The interval_30_min_24 from dim_time
All hours, minutes and intervals are included, also those without any stat data. Start hour is the first hour with stat data and end hour is the last hour with stat data. For example, if the first stat event is 08:12 in the morning and the last is 17:21 the analysis report should include all hours, minutes and intervals from 08:00 and until 17:59.

Appointments

The following sections are available for the creation of Appointment reports, together with the General sections: Branch, Date, and Time.

Booking Time

Name
Description
Hour
The start hour for the Appointment
Interval 30 min
The interval_30_min_24 from dim_time.
Interval 15 minute
The interval_15_min_24 from dime_time.
Interval 10 minute
The interval_10_min_24 from dim_time.
Interval 5 minute
The interval_5_min_24 from dim time.
Minute
The start minute for the Appointment
 
 

Start Time

Name
Description
Hour
The start hour for the Appointment
Minute
The start minute for the Appointment
 

End Time

Name
Description
Hour
The end hour for the Appointment
Minute
The end minute for the Appointment

Resource

Name
Description
Resource Name
The configured name of the appointment resource

Service

Name
Description
Service Name
The configured name of the appointment Service
 

Measures/Metrics

The time stamps for the Appointments are partly generated from the enclosing Visit transaction time stamps which means that the Waiting Time, Walking Time, Transaction Time and Wrapup time for the Appointment will be the same as the Waiting Time and Transaction Time for the Visit transaction in which the Appointment was added.
Appointment status indicates the current status of an Appointment and shall be one of the following:
1. Created
2. Arrived
3. Called
4. Complete
5. Cancelled
6. Rescheduled
7. No Show
8. Ended by reset
9. Unknown
Arrival status indicates the arrival status of the Appointment and shall be one of the following:
1. Not arrived
2. Arrived before, called before
3. Arrived before, called after
4. Arrive before, not called
5. Arrived late
 
For an Appointment, the time intervals Waiting Time, Transaction Time, Walking Time and Wrapup Time are retrieved from the Visit transaction, in which the Appointment is served, calculations are defined in the section Visits in the beginning of this document.
In addition to these the value
tardiness = appointment_start_ts – Visit_transaction_create_ts is calculated
 
Name
Description
AWTD 1(0–2 min)
The number of Customers with an Appointment Waiting time from and including 0 but less than 2 minutes (The time interval for the Appointment Waiting time is two minutes because the Appointment Waiting time is usually very short).
AWTD 2 (2–4 min)
The number of Customers with an Appointment Waiting time from and including 2 but less than 4 minutes.
AWTD 3 (4–6 min)
The number of Customers with an Appointment Waiting time from and including 4 but less than 6 minutes.
AWTD 4 (6–8 min)
The number of Customers with an Appointment Waiting time from and including 6 but less than 8 minutes.
AWTD 5 (8–10 min)
The number of Customers with an Appointment Waiting time from and including 8 but less than 10 minutes.
AWTD 6 (10- min)
The number of Customers with a Waiting time from and including 10 minutes
Appointment Length, Average
The average time booked for the Appointments.
Appointment Waiting Time, Max
The longest Appointment Waiting time.
Appointments
The number of Appointments.
Arrived
The number of appointments in the current selection where arrival status is in the range (2,3,4)
Arrived Early
The number of appointments in the current selection where arrival status is in the range (2,3,4)
Arrived Late
The number of appointments in the current selection where arrival status is in the range (5)
Appointment Waiting Time, Average
The average time from when an appointment should have started and until the Customer was called.
Booking 1 (0-2 days)
The number of customers that booked their appointments from 0 (the same day) to 2 days in advance
Booking 2 (3-4 days)
The number of customers that booked their appointments 3 to 4 days in advance
Booking 3 (5–6 days)
The number of customers that booked their appointments 5 to 6 days in advance
Booking 4 (7–8 days)
The number of customers that booked their appointments 7 to 8 days in advance
Booking 5 (9–10 days)
The number of customers that booked their appointments 9 to 10 days in advance
Booking 6 (11- days)
The number of customers that booked their appointments 11 days or more in advance
Transaction Time, Average
The average transaction time for all appointments in the current selection where transaction time > 0
Waiting Time, Average
The average waiting time for all appointments in the current selection where waiting time > 0
Walking Time, Average
The average walking time for all appointments in the current selection where walking time > 0
Wrapup Time, Average
The average wrapup time for all appointments in the current selection where wrapup time > 0
Booked
The number of appointments in the current selection
No Shows
The number of appointments in the current selection where appointment status is in the range (7)
TTD 1 (0–3 min)
The number of customers with a transaction time from and including 0 but under 3 minutes
TTD 2 (3–6 min)
The number of customers with a transaction time from and including 3 but under 6 minutes
TTD 3 (6–9 min)
The number of customers with a transaction time from and including 6 but under 9 minutes
TTD 4 (9–12 min)
The number of customers with a transaction time from and including 9 but under 12 minutes
TTD 5 (12–15 min)
The number of customers with a transaction time from and including 12 but under 15 minutes
TTD 6 (15-min)
The number of customers with a transaction time from and including 15 minutes
Transaction Time, Total
The sum of transaction time for all appointments in the current selection.
Waiting Time, Total
The sum of waiting time for all appointments in the current selection.
Walking Time, Total
The sum of walking time for all appointments in the current selection.
Wrapup Time, Total
The sum of wrapup time for all appointments in the current selection.
 

Appointments Arrival

The following sections are available for the creation of Appointments Arrival reports, together with the General sections: Branch, Date, and Time.

Resource

Name
Description
Resource Name
The resource names.

Service

Name
Description
Service Name
The Service names.

Arrivals

Name
Description
Arrival status
Here are the different options from table dim_arrival_status.

Measures/Metrics

Name
Description
Appointment WT, Average
The average Appointment waiting time.
Appointment WR, Max
The longest Appointment waiting time.
Transaction Time, Average
The average transaction time.
Waiting Time, Average
This is the average waiting time.
Walking Time, Average
This is the average walking time.
WrapupTime, Average
This is the average wrap-up time.
Bookings
Counts the number of Appointments based on booked date and time.
Appointment starts
Counts the number of Appointment starts.
Appointment ends
Counts the number of Appointment ends.
Cancellations
Counts the number of cancellations.
Changes
Counts the number of changes.
No Shows
The number of called Appointments that were No Shows.
Appointment WR, Total
The total Appointment waiting time.
Transaction Time, Total
The total transaction time.
Waiting Time, Total
The total waiting time.
Walking Time, Total
The total walking time.
Wrapup Time, Total
The total wrap-up time.
Appointment Length, Average
The average time booked for the Appointments
Called before time
The number of Customers that were called before the Appointment time.
Days in Advance, Average
The average time in days between the booking date and the Appointment date.
Days in Advance, Max
The longest time between a booking date and an Appointment date.
AWTD 1(0–2 min)
The number of Customers with an Appointment waiting time from and including 0 but less than 2 minutes (The time interval for the Appointment waiting time is two minutes because the Appointment waiting time is usually very short).
AWTD 2 (2–4 min)
The number of Customers with an Appointment waiting time from and including 2 but less than 4 minutes.
AWTD 3 (4–6 min)
The number of Customers with an Appointment waiting time from and including 4 but less than 6 minutes.
AWTD 4 (6–8 min)
The number of Customers with an Appointment waiting time from and including 6 but less than 8 minutes.
AWTD 5 (8–10 min)
The number of Customers with an Appointment waiting time from and including 8 but less than 10 minutes.
AWTD 6 (10- min)
The number of Customers with a waiting time from and including 10 minutes.
TTD 1 (0–3 min)
The number of Customers with a transaction time from and including 0 but less than 3 minutes.
TTD 2 (3–6 min)
The number of Customers with a transaction time from and including 3 but less than 6 minutes.
TTD 3 (6–9 min)
The number of Customers with a transaction time from and including 6 but less than 9 minutes
TTD 4 (9–12 min)
The number of Customers with a transaction time from and including 9 but less than 12 minutes.
TTD 5 (12–15 min)
The number of Customers with a transaction time from and including 12 but less than 15 minutes.
TTD 6 (15- min)
The number of Customers with a transaction time from and including 15 minutes.
Booking 1 (0–2 days)
The number of Customers that booked their Appointments from 0 (the same day) to 2 days in advance.
Booking 2 (3–4 days)
The number of Customers that booked their Appointments 3 to 4 days in advance.
Booking 3 (5–6 days)
The number of Customers that booked their Appointments 5 to 6 days in advance.
Booking 4 (7–8 days)
The number of Customers that booked their Appointments 7 to 8 days in advance.
Booking 5 (9–10 days)
The number of Customers that booked their Appointments 9 to 10 days in advance.
Booking 6 (11- days)
The number of Customers that booked their Appointments 11 days or more in advance.
 

Delivered Services

The Delivered Services reports shall give information about the Delivered Services that can be added to a Visit transaction. A Delivered Service has an optional outcome.
Delivered Services are handled and inserted in statdb as a part of the Visit to which they were added.
The following sections are available for the creation of Delivered Service reports, together with the General sections: Branch, Date, Staff, and Time.

Day filter

Name
Description
Day
Relative date selection
 
 

Service

The Service information is from the Visit transaction where the delivered Service was added.
Name
Description
Queue Type
The Queue type of the Delivered Service Queue. One of QUEUE, SERVICE_POINT, STAFF_POOL, STAFF_QUEUE
Queue Name
The configured name of the Queue from which the Visit transaction to which the Delivered Service was added, e.g.” Queue A”
Service Name
The configured name of the Service for the Visit transaction to which the Delivered Service was added, e.g.” Service A”

Visit

Name
Description
Delivered Service Name
The configured name of the Delivered Service.
Outcome Name
The configured name of the Outcome for the Delivered Service.
Service Point Name
The configured name of the Service point where the Delivered Service was added.
 

Measures/Metrics

• A Visit transaction starts when the Service is entered into a Queue (see Visits above). The time stamp is called visit_transaction_create_ts below.
• The Visit transaction is then called to a Service point. The time stamp for this is called visit_transaction_call_time below.
• A delivered Service starts when the Visit transaction is called to a Service point or when the previous delivered Service is added to the Visit. The time stamp is called delivered_service_start_ts below (for the first Delivered Service added to the Visit transaction this time stamp is the same as visit_transaction_call_ts above).
• The Delivered Service ends when the Delivered Service is added to the Visit transaction. The time stamp is called delivered_service_end_ts
 
waiting time = visit_transaction_call_ts – visit_transaction_create_ts (Deprecated in Orchestra 5.3)
transaction time = delivered_service_end_ts – delivered_service_start_ts
In Analysis Reports the time periods will be shown formatted as hh:mm:ss.
Name
Description
Transaction Time, Average
The average delivered service transaction time.
Count
The number of times the delivered service was delivered.
Transaction Time, Total
The total delivered service transaction time.
TTD 1 (0–3 min)
The number of Customers with a transaction time from and including 0 but less than 3 minutes.
TTD 2 (3–6 min)
The number of Customers with a transaction time from and including 3 but less than 6 minutes.
TTD 3 (6–9 min)
The number of Customers with a transaction time from and including 6 but less than 9 minutes.
TTD 4 (9–12 min)
The number of Customers with a transaction time from and including 9 but less than 12 minutes.
TTD 5 (12–15 min)
The number of Customers with a transaction time from and including 12 but less than 15 minutes.
TTD 6 (15- min)
The number of Customers with a transaction time from and including 15 minutes.
 
 

HW Agent Current Status

Note: This cube is only available if you have access to the Hardware Monitoring module.
The following sections are available for the creation of HW Agent Current Status reports:

Agent

Name
Description
Agent Name
Name of the Queue Agent.
Host Name
Name of the Host.
Jiql Version
Version number of the Jiql
Daemon Version
Version number of the Daemon
Country
Name of the Country.
City
Name of the City.
Branch
Name of the Branch.
 

Daemon Status

Name
Description
Daemon Status
Status of the Daemon.

Jiql Status

Name
Description
Jiql Status
Status of the Jiql.

Measures/Metrics

Name
Description
Daemon Status Time
Daemon Status Time
Jiql Status Time
Jiql Status Time
 

HW Agent History

Note: This cube is only available if you have access to the Hardware Monitoring module.
The following sections are available for the creation of HW Agent History reports, together with the General sections: Branch, and Date.

Agent

Name
Description
Agent Name
Name of the Queue Agent.
Host Name
Name of the Host.
Jiql Version
Version number of the Jiql
Daemon Version
Version number of the Daemon
Country
Name of the Country.
City
Name of the City.
Branch
Name of the Branch.
 

Day filter

Name
Description
Day
Relative date selection.

Measures/Metrics

Name
Description
Daemon % Connection
Connection percentage, Daemon.
Daemon Num Disconnects
Number of disconnects for the Daemon
Jiql % Connection
Connection percentage, Jiql.
Jiql Num Disconnects
Number of disconnects for the Jiql.
 

HW Device Controller Current Status

Note: This cube is only available if you have access to the Hardware Monitoring module.
This cube presents the current status of the Device Controller.
The following sections are available for the creation of HW Device Controller Current Status reports, together with the General section: Branch.

Agent

Name
Description
Agent Name
Name of the Queue Agent.
Host Name
Name of the Host.
Jiql Version
Version number of the Jiql
Daemon Version
Version number of the Daemon
Country
Name of the Country.
City
Name of the City.
Branch
Name of the Branch.

Device Controller

Name
Description
Name
Name of the Device Controller
Unit Template
Unit template.

Device Controller Last Event

Name
Description
Device Controller Last Event
Device controller last event.

Device Controller Status

Name
Description
Device Controller Status
Device controller status.
 
 

Measures/Metrics

Name
Description
DC Current Status
Current status of the Device Controller.
Last Event time
Last event time.
Last Status time
Last status time.

HW Device Controller History

Note: This cube is only available if you have access to the Hardware Monitoring module.
This cube presents the history of the Device Controller.
The following sections are available for the creation of HW Device Controller History reports, together with the General sections: Branch, and Date.

Agent

Name
Description
Agent Name
Name of the Queue Agent.
Host Name
Name of the Host.
Jiql Version
Version number of the Jiql
Daemon Version
Version number of the Daemon
Country
Name of the Country.
City
Name of the City.
Branch
Name of the Branch.

Device Controller

Name
Description
Name
Name of the device controller.
Unit Template
Name of the unit template.
 

Day filter

Name
Description
Day
Relative date selection.

Measures/Metrics

Name
Description
Connect Duration
Duration of the uptime.
DC % connection
Uptime in percent.
Number of Disconnects
Number of times the device controller was disconnected.
 
 

HW Device Current Status

Note: This cube is only available if you have access to the Hardware Monitoring module.
This cube presents the status of the Device Controller.
The following sections are available for the creation of HW Device Current Status reports, together with the General section: Branch.

Agent

Name
Description
Agent Name
Name of the Queue Agent.
Host Name
Name of the Host.
Jiql Version
Version number of the Jiql
Daemon Version
Version number of the Daemon
Country
Name of the Country.
City
Name of the City.
Branch
Name of the Branch.

Unit

Name
Description
Unit ID
Unit ID
Unit Name
Name of the unit.
Unit Template
Unit template
DC Name
Device controller name
DC Unit Template
Device controller unit template.

Device

Name
Description
Name
Name of the device.
IP
IP address of the device
Firmware Version
Firmware version of the device.
Device Type
Device type.

Device Last Event

Name
Description
Device Last Event
Last event of the device.

Measures/Metrics

Name
Description
Device Current Status
Current status of the Device Controller.
Last Event time
Last event time.
Last Status time
Last status time.
 
 

HW Device History

Note: This cube is only available if you have access to the Hardware Monitoring module.
This cube presents the history of the Device.
The following sections are available for the creation of HW Device History reports, together with the General section: Date.

Agent

Name
Description
Agent Name
Name of the Queue Agent.
Host Name
Name of the Host.
Jiql Version
Version number of the Jiql
Daemon Version
Version number of the Daemon
Country
Name of the Country.
City
Name of the City.
Branch
Name of the Branch.

Unit

Name
Description
Unit ID
Unit ID.
Unit Name
Name of the unit.
Unit Template
Unit template name.
DC Name
Device controller name.
DC Unit Template
Unit template of the device controller.

Device

Name
Description
Name
Name of the device.
IP
IP address of the device
Device Type
Device type
Firmware Version
Version number of the device’s firmware.

Day filter

Name
Description
Day
Relative date selection.

Measures/Metrics

Name
Description
Connect Duration
Duration of the uptime.
Device % Connection
Uptime in percent.
Number of Disconnects
Number of times the device was disconnected.
 

Marks

The Marks reports give information about the Marks that can be added to a Visit transaction. All Marks have a Mark Type.
Marks are handled and inserted in statdb as a part of the Visit to which they were added.
The following sections are available for the creation of Mark reports together with the General sections: Branch, Date, Staff, and Time.

Service

The Service information is from the Visit transaction where the Delivered Service was added.
Name
Description
Queue Type
The Queue type of the Delivered Service Queue. One of QUEUE, SERVICE_POINT, STAFF_POOL, STAFF_QUEUE
Queue Name
The configured name of the Queue from which the Visit transaction to which the Delivered Service was added, e.g. ”Queue A”
Service Name
The configured name of the Service for the Visit transaction to which the Delivered Service was added, e.g. ”Service A”

Day filter

Name
Description
Day
Relative date selection.

Visit

Name
Description
Mark Type Name
The configured name of the Mark type (e.g. Customer Feedback).
Mark Name
The configured name of the Mark (e.g. Excellent).
Service Point Name
The configured name of the Service Point where the Delivered Service was added.

Measures/Metrics

• A Visit transaction starts when the Service is entered into a Queue (see Visits above). The time stamp is called visit_transaction_create_ts below.
• The Visit transaction is then called to a Service point. The time stamp for this is called visit_transaction_call_time below.
• A Mark starts when the Visit transaction is confirmed or called at a Service Point, or when the previous Mark is added to the Visit. The time stamp is called service_start_ts below.
• The Mark ends when it is added to the Visit transaction. The time stamp is called mark_ts
 
waiting time = visit_transaction_call_ts – visit_transaction_create_ts
transaction time = service_start_ts – mark_ts
In Analysis Reports the time periods will be shown formatted as hh:mm:ss.
Name
Description
% responding
% responding.
Average Mark Time
The average Service waiting time for the current selection of Marks.
Average Waiting Time
The average Service waiting time for the current selection of Marks.
Count
The total number of Marks in the current selection
NPS
Net Promoter Score
Number of Responses
Number of responses.
Total Transaction Time
The sum of transaction time for the current selection of Marks.
Total Waiting Time
The sum of Service waiting time for the current selection of Marks.
 
 

Service Point Performance

The Service Point Performance reports shall give information about the time spent at different Service Points on different parts of the Visit transactions.
The following sections are available for the creation of Service Point Performance reports together with the following general sections: Branch, Date, Staff, and Time.

Day filter

Name
Description
Day
Relative date selection

Visit

Name
Description
Service Point Name
The configured name of the Service point where the Visit transaction was served
 

Measures/Metrics

There is a number of time stamps used to define the different time periods for a Service point session.
• When a Service Point is opened, a Service Point session is started. The time stamp is called session_start_ts below.
• When a Visit transaction is called to a Service Point, a Service Point transaction is started. The timestamp is called session_start_transaction_ts.
• Optionally, after serving the Customer, the staff can perform a wrapup. The time stamp is named session_wrapup_ts.
• After serving the current Service, the staff will end the transaction, recycle the transaction, or transfer the Service to a Queue, Service point pool or user pool for further Service. The time stamp is named session_end_transaction_ts.
• When the Service Point is closed, the Service Point session is ended. The time stamp is called session_end_ts below.
 
The following definitions are used in statistics regarding different time periods
total time = session_end_ts – session_start_ts
serving time = sum of all (session_end_transaction_ts – session_start_transaction_ts)
wrapup time = sum of all (session_end_transaction_ts – session_wrapup_ts)
idle time = total time – serving time
In Analysis Reports, the time periods will be shown formatted as hh:mm:ss.
Name
Description
Idle Time, Average
The average idle time per session
Transaction Time, Average
The average transaction time per transaction
Session Time, Average
The average session time for the current selection of Service point sessions
Wrapup Time, Average
The average serving time for the current selection of Service point sessions
Idle Time, Total
The sum of idle time for the current selection of Service point sessions
Transaction Time, Total
The sum of transaction time for the current selection of Service point sessions
Session Time, Total
The sum of session time for the current selection of Service point sessions
Wrapup Time, Total
The sum of serving time for the current selection of Service point sessions
Transactions
The number of transactions.
 

Staff Performance

The Staff Performance reports give information about the time spent by staff on the Visit transactions.
The following sections are available for the creation of Staff Performance reports together with the following general sections: Branch, Date, Staff, and Time.

Day filter

Name
Description
Day
Relative date selection

Session Outcome

Name
Description
Session outcome
Session outcome as defined in dim_staff_session_outcome.
 

Measures/Metrics

There is a number of time stamps used to define the different time periods for a staff session.
• When a staff logs on to a Service Point, a user session is started. The time stamp is called session_start_ts below.
• When a Visit transaction is called to a Service Point, a staff transaction is started. The timestamp is called session_start_transaction_ts.
• Optionally, after serving the Customer, the staff can perform a wrapup. The time stamp is named session_wrapup_ts.
• After serving the current Service, the staff will end the transaction, recycle the transaction, or transfer the Service to a Queue, Service Point Pool or User Pool for further Service. The time stamp is named session_end_transaction_ts.
• When a staff logs out the user session is ended. The time stamp is called session_end_ts below.
 
The following definitions are used in statistics regarding different time periods
total time = session_end_ts – session_start_ts
serving time = sum of all (session_end_transaction_ts – session_start_transaction_ts)
wrapup time = sum of all (session_end_transaction_ts – session_wrapup_ts)
idle time = total time – serving time
 
In Analysis Reports the time periods will be shown formatted as hh:mm:ss.
Name
Description
Idle Time, Average
The average idle time per session.
Idle Time, Total
The total idle time.
Number of Transactions
The total number of transactions
Session End, Earliest
The earliest end time for a session during the selected time period
Session End, Latest
The latest end time for a session during the selected time period
Session Start, Earliest
The earliest start time for a session during the selected time period
Session Start, Latest
The latest start time for a session during the selected time period
Session Time, Average
The average session time per session.
Session Time, Total
The sum of session time for the current selection of staff sessions
Sessions, Ends
The total number of session ends
Sessions, Starts
The total number of session starts
Store Next Time, Total
The total time the staff member has been in store next waiting for customers
Transaction Time, Average
The average transaction time per transaction for the Staff (Note: this is the Staff transaction time and not the Visits transaction time.)
Transaction Time, Total
The total transaction time.
Wrapup time, Average
The average wrap-up time.
Wrapup Time, Total
The sum of serving time for the current selection of staff sessions

Transactions

The following sections are available for the creation of Transaction reports, together with the General sections: Branch, Date, Staff, and Time.

Calling Method

Name
Description
Called by
Defined called type (defined in dim_visit_call_type table).

Context Marketing

Name
Description
Vertical Message Name
The name of the Vertical Message.

Customer

Name
Description
Gender
The gender of the Customer. One of ”F” (Female) , ”M” (Male) or ”U” (Not set)
VIP Level
The VIP level of the Visit, e.g. “1” or “Gold”
Language
The language that was used to serve the Customer, e.g. ”English”.

Day filter

Name
Description
Day
Relative date selection.

Service

Name
Description
Queue Type
The name of the Queue type.
Queue Name
The Queue name.
Service Name
The Service name.

Visit

Name
Description
Entry Point
The configured name of the entry point where the Visit transaction was initiated.
Service Outcome
The configured name of the Service outcome for the Visit transaction.
Service Point Name
The configured name of the Service point where the Visit transaction was served.
Work Profile
The Work Profile name.

Visit Outcome

Name
Description
Visit outcome
Visit outcome, as defined in table dim_visit_outcome.

Measures/Metrics

Name
Description
Transaction Time, Average
The average transaction time
Waiting Time, Average
The average waiting time
Walking Time, Average
The average walking time
Wrapup Time, Average
The average wrap-up time
Transaction Time, within sl
These are the transactions with a transaction time equal to or less than the transaction time service level.
Waiting Time, within sl
These are the transactions with a waiting time equal to or less than the waiting time service level.
Transaction Time, Max
The maximum transaction time
Waiting Time, Max
The maximum waiting time
TTD 1 (0–3 min)
The number of Customers with a transaction time from and including 0 but less than 3 minutes.
TTD 2 (3–6 min)
The number of Customers with a transaction time from and including 3 but less than 6 minutes.
TTD 3 (6–9 min)
The number of Customers with a transaction time from and including 6 but less than 9 minutes.
TTD 4 (9–12 min)
The number of Customers with a transaction time from and including 9 but less than 12 minutes.
TTD 5 (12–15 min)
The number of Customers with a transaction time from and including 12 but less than 15 minutes
TTD 6 (15- min)
The number of Customers with a transaction time from and including 15 minutes.
Transaction Time, Total
The total transaction time
Transactions
The number of transactions
Waiting Time, Total
The total waiting time
Walking Time, Total
The total walking time
Wrapup Time, Total
The total wrap-up time
WTD 1(0–3 min)
The number of Customers with a waiting time from and including 0 but less than 3 minutes
WTD 2 (3–6 min)
The number of Customers with a waiting time from and including 3 but less than 6 minutes
WTD 3 (6–9 min)
The number of Customers with a waiting time from and including 6 but less than 9 minutes
WTD 4 (9–12 min)
The number of Customers with a waiting time from and including 9 but less than 12 minutes
WTD 5 (12–15 min)
The number of Customers with a waiting time from and including 12 but less than 15 minutes
WTD 6 (15-min)
The number of Customers with a waiting time from and including 15 minutes
Identified customers
The total number of Visits with a customer id. Not all Visits may have a customer id, so this is the number of Visits that have a customer id, no matter if the same id appears multiple times.
Unique identified customers
The total number of unique customer id. This is the total number of unique Customers, so multiple occurrences of the same customer_id are counted only once.
Number of single visits
This is the number of Visits where the customer id only appears once. The same Customer has not performed any more Visits.
Max customer visits
The maximum number of Visits for a customer id
 

Feedback

The Feedback reports can for example be used to compare the waiting time for Customers who answered that the waiting was too long with those who answered that the waiting was not long. You can also, for example, get the average answering time per answer, which may tell you if those providing a poor rating are more eager to provide feedback.
The following sections are available for the creation of Feedback reports together with the general sections Branch, Date, Staff and Time.

Customer

Name
Description
Gender
The gender of the Customer. One of ”F” (Female) , ”M” (Male) or ”U” (Not set)
Language
The language that was used to serve the Customer, e.g. ”English”.
VIP Level
The VIP level of the Visit, e.g. “1” or “Gold”

Day filter

Name
Description
Day
Relative date selection

Service

Name
Description
Queue Type
The Queue type for the Visit transaction. One of QUEUE, SERVICE_POINT, STAFF_POOL, STAFF_QUEUE
Queue Name
The configured name of the Visit transaction Queue, e.g.” Queue A”
Service Name
The configured name of the Visit transaction Service, e.g.” Service A”
 

Visit

Name
Description
Entry Point
The configured name of the entry point where the Visit transaction was initiated.
Service Outcome
The configured name of the Service outcome for the Visit transaction.
Service Point Name
The configured name of the Service point where the Visit transaction was served.
Work Profile
The Work Profile name.

Feedback

Name
Description
Answer
Visit answers, as defined in dim_cf_numeric.

Questions

Name
Description
Question
The feedback questions, as defined in dim_cf_questions.

Measures/Metrics

The following Feedback measures are currently available:
Name
Description
Feedback, count
The number of Customers who provided feedback.
Feedback, entered
This is counting the feedback in exactly the same way as for "Feedback, count" but this is placed in the timeslot for the timestamp of the feedback event, making it possible to see when the feedback was provided.
Feedback, average answer time
The average time, in minutes, between Visit end and the feedback event.
Feedback, max answering time
The longest time, in minutes, between Visit end and the feedback event.
The following count metrics are available:
Name
Description
Transaction Time, Average
The average transaction time.
Waiting Time, Average
The average waiting time.
Walking Time, Average
The average walking time.
Wrapup Time, Average
The average wrap-up time.
Called
The number of called Customers.
Transaction Time, within sl
These are the transactions with a transaction time equal to or less than the transaction time Service Level.
Waiting Time, within sl
These are the transactions with a waiting time equal to or less than the waiting time Service Level.
Entered queue
The number of Customers that entered the Queue, all outcomes are included.
Transaction Time, Max
The maximum transaction time.
Waiting Time, Max
The maximum waiting time.
Served
The number of served Customers.
TTD 1 (0–3 min)
The number of Customers with a transaction time from and including 0 but under 3 minutes.
TTD 2 (3–6 min)
The number of Customers with a transaction time from and including 3 but under 6 minutes.
TTD 3 (6–9 min)
The number of Customers with a transaction time from and including 6 but under 9 minutes.
TTD 4 (9–12 min)
The number of Customers with a transaction time from and including 9 but under 12 minutes.
TTD 5 (12–15 min)
The number of Customers with a transaction time from and including 12 but under 15 minutes.
TTD 6 (15- min)
The number of Customers with a transaction time from and including 15 minutes.
WTD 1(0–3 min)
The number of Customers with a waiting time from and including 0 but under 3 minutes.
WTD 2 (3–6 min)
The number of Customers with a waiting time from and including 3 but under 6 minutes.
WTD 3 (6–9 min)
The number of Customers with a waiting time from and including 6 but under 9 minutes.
WTD 4 (9–12 min)
The number of Customers with a waiting time from and including 9 but under 12 minutes.
WTD 5 (12–15 min)
The number of Customers with a waiting time from and including 12 but under 15 minutes.
WTD 6 (15- min)
The number of Customers with a waiting time from and including 15 minutes.
Called by Cherry Pick
The number of Customers called by cherry picking, visit_call_type 1.
Called by Walk Direct
The number of Customers that were called by walk direct, visit_call_type 2
Called by Work Profile
The number of Customers that were called by workprofile, visit_call_type 3
 

Feedback Visits

The following sections are available for the creation of Feedback reports together with the general sections Branch, Date, Staff and Time.

Customer

Name
Description
Gender
The gender of the Customer. One of ”F” (Female) , ”M” (Male) or ”U” (Not set)
Language
The language that was used to serve the Customer, e.g. ”English”.
VIP Level
The VIP level of the Visit, e.g. “1” or “Gold”

Day filter

Name
Description
Day
Relative date selection

Service

Name
Description
Queue Type
The Queue type for the Visit transaction. One of QUEUE, SERVICE_POINT, STAFF_POOL, STAFF_QUEUE
Queue Name
The configured name of the Visit transaction Queue, e.g.” Queue A”
Service Name
The configured name of the Visit transaction Service, e.g.” Service A”
 

Visit

Name
Description
Entry Point
The configured name of the entry point where the Visit transaction was initiated.
Service Outcome
The configured name of the Service outcome for the Visit transaction.
Service Point Name
The configured name of the Service point where the Visit transaction was served.
Work Profile
The Work Profile name.

Questions

Name
Description
Question
The feedback questions, as defined in dim_cf_questions.

Measures/Metrics

When feedback is used together with a time dimension, the feedback should be placed in the time slot for when the Visit started. The answer time should be in the time slot for when the Visit ended, when it is used together with a time dimension.
The following feedback metrics are available:
Name
Description
Feedback, average
The average feedback value.
Feedback, 0
The number of Customers that entered 0 as feedback
Feedback, 1
The number of Customers that entered 1 as feedback
Feedback, 2
The number of Customers that entered 2 as feedback
Feedback, 3
The number of Customers that entered 3 as feedback
Feedback, 4
The number of Customers that entered 4 as feedback
Feedback, 5
The number of Customers that entered 5 as feedback
Feedback, 6
The number of Customers that entered 6 as feedback
Feedback, 7
The number of Customers that entered 7 as feedback
Feedback, 8
The number of Customers that entered 8 as feedback
Feedback, 9
The number of Customers that entered 9 as feedback
Feedback, 10
The number of Customers that entered 10 as feedback
Feedback, Yes
The number of Customers that entered Yes as feedback
Feedback, No
The number of Customers that entered No as feedback
Feedback, text
The free text feedback
Feedback, count
The number of Customers who provided feedback
Feedback, NPS
Calculate NPS, based on the feedback
Feedback, entered
This is counting the feedback in exactly the same way as for "Feedback, count" but this is placed in the timeslot for the timestamp of the feedback event making it possible to see when the feedback was provided.
Feedback, average answer time
The average time, in minutes, between Visit end and the feedback event.
Feedback, max answering time
The longest time, in minutes, between Visit end and the feedback event.
The following count metrics are available:
Name
Description
Transaction Time, Average
The average transaction time.
Waiting Time, Average
The average waiting time.
Walking Time, Average
The average walking time.
Wrapup Time, Average
The average wrap-up time.
Transaction Time, within sl
These are the transactions with a transaction time equal to or less than the transaction time Service Level.
Waiting Time, within sl
These are the transactions with a waiting time equal to or less than the waiting time Service Level.
Transaction Time, Max
The maximum transaction time.
Waiting Time, Max
The maximum waiting time.
Called by Cherry Pick
The number of Customers called by cherry picking, visit_call_type 1.
Called by Walk Direct
The number of Customers that were called by walk direct, visit_call_type 2
Called by Work Profile
The number of Customers that were called by workprofile, visit_call_type 3
 

Visits

The Visit reports are used to give information about Visit transactions where a Visit transaction is the handling of one Service in a Single- or Multi-Service Visit. A Visit transaction is ended when it is assigned a Visit_outcome as described in the section Measures/Metrics below.
The following sections are available for the creation of Visit reports together with the general sections Branch, Date, Staff and Time.

Customer

Name
Description
Gender
The gender of the Customer. One of ”F” (Female) , ”M” (Male) or ”U” (Not set)
Language
The language that was used to serve the Customer, e.g. ”English”.
VIP Level
The VIP level of the Visit, e.g. “1” or “Gold”

Context Marketing

Name
Description
Vertical Message Name
The name of the Vertical Message.

Day filter

Name
Description
Day
Relative date selection
 
 

Service

Name
Description
Queue Type
The Queue type for the Visit transaction. One of QUEUE, SERVICE_POINT, STAFF_POOL, STAFF_QUEUE
Queue Name
The configured name of the Visit transaction Queue, e.g.” Queue A”
Service Name
The configured name of the Visit transaction Service, e.g.” Service A”

Visit

Name
Description
Entry Point
The configured name of the entry point where the Visit transaction was initiated.
Service Outcome
The configured name of the Service outcome for the Visit transaction.
Service Point Name
The configured name of the Service point where the Visit transaction was served.
Work Profile
The Work Profile name.

Questions

Name
Description
Question
The feedback questions, as defined in dim_cf_questions.
 

Measures/Metrics

In a Visit, a Customer is served one or several Services. The handling of each Service will be stored in the statistical database as a separate Visit transaction.
If a Service is transferred or recycled, there will also be one transaction for each separate part of the Service. Each transaction is stored with a visit_outcome which indicates how this part of the Visit ended.
The following Visit outcomes are currently available:
ID
Name
Description
1
Normal
The Service was called, served and ended normally
2
No show
The Service was called but the Customer did not show up. Visit was then ended as a No show
3
Remove
The Service was removed from the Queue by staff before being called
4
Recycle
The Service was reinserted in the same Queue that it was called from.
5
Transfer to Queue
The Service was transferred to a Queue
6
Transfer to Service point pool
The Service was transferred to a Service point pool
7
Transfer to Staff pool
The Service was transferred to a user pool
8
Remove by reset
The Service was removed as the result of a Branch reset
9
Remove by Customer
The Service was removed by the Customer.
10
End by Force Logout
The Service was ended due to Forced Logout
11
Remove by Publish
The Service was removed due to Publish.
12
Ended by Logout
The Service was ended due to Logout.
13
Ended by Shiro timeout
The Service ended due to Shiro timeout
14
Ended by Terminal Timeout
The Service ended due to terminal timeout.
The following count metrics are available:
Name
Description
Called
The number of Visit transactions in the current selection where Visit outcome is in the range (1,2,4,5,6,7).
This will include all Visit transactions except the ones that were removed, either by a staff member or by a Branch reset.
Called by Cherry Pick
The number of Customers called by cherry picking, Visit call type 1.
Called by Walk Direct
The number of Customers that were called by walk direct, Visit call type 2.
Called by Work Profile
The number of Customers that were called by work profile, Visit call type 3.
Ended by timeout
This is the number of Customers whose transactions ended by a terminal timeout, Visit outcome 3 and 14.
Entered queue
The number of Visit transactions in the current selection.
This will include all Visit transactions that were inserted into a Queue.
Identified customers
The total number of Visits with a Customer id. All Visits may have a Customer id so this is the number of Visits that have a Customer id, no matter if the same id appears multiple times.
Max customer visits
The maximum number of Visits for a Customer id.
No Shows
The number of Visit transactions in the current selection where Visit outcome is in the range (2)
This will include all Visit transactions where the Customer did not show up when called.
Number of single visits
This is the number of Visits where the Customer id only appears once, the same Customer has not performed any more Visits.
Removed by staff
The number of removed Customers. This includes Visit outcome 3.
Remove by reset
The number of removed Customers. This includes Visit outcomes 8 and 11.
Remove by customer
The number of removed Customers. This includes Visit outcome 9.
Served
The number of Visit transactions in the current selection where Visit outcome is in the range (1,4,5,6,7) This will include all Visit transactions except the ones that were removed and the ones where the Customer did not show up when called.
TTD 1 (0–3 min)
The number of Customers with a transaction time from and including 0 but less than 3 minutes.
TTD 2 (3–6 min)
The number of Customers with a transaction time from and including 3 but less than 6 minutes.
TTD 3 (6–9 min)
The number of customers with a transaction time from and including 6 but less than 9 minutes.
TTD 4 (9–12 min)
The number of Customers with a transaction time from and including 9 but less than 12 minutes.
TTD 5 (12–15 min)
The number of Customers with a transaction time from and including 12 but less than 15 minutes
TTD 6 (15- min)
The number of Customers with a transaction time from and including 15 minutes.
Transaction Time, Average
The average transaction time
Transaction Time, Max
The maximum transaction time
Transaction Time, Total
The total transaction time
Transaction Time, within sl
The number of Visit transactions in the current selection that are Served (defined above) where the transaction time <= configured Service serving time level
Unique identified customers
The total number of unique Customer id. This is the total number of unique Customers so multiple occurrences of the same Customer id are counted only once.
Visits
The number of separate Visits (tickets) in the current selection.
WTD 1(0–3 min)
The number of Customers with a waiting time from and including 0 but less than 3 minutes.
WTD 2 (3–6 min)
The number of Customers with a waiting time from and including 3 but less than 6 minutes.
WTD 3 (6–9 min)
The number of Customers with a waiting time from and including 6 but less than 9 minutes.
WTD 4 (9–12 min)
The number of Customers with a waiting time from and including 9 but less than 12 minutes.
WTD 5 (12–15 min)
The number of Customers with a waiting time from and including 12 but less than 15 minutes.
WTD 6 (15- min)
The number of Customers with a waiting time from and including 15 minutes.
Waiting Time, Average
The average waiting time
Waiting Time, Max
The maximum waiting time
Waiting Time, Total
The total waiting time
Waiting Time, within sl
The number of Visit transactions in the current selection where the waiting time <= configured Queue waiting time Service level
Walking Time, Average
The average walking time
Walking Time, Total
The total walking time
Wrapup Time, Average
The average wrapup time
Wrapup Time, Total
The total wrapup time
There is a number of time stamps used to define the different time periods for a Visit transaction.
• When a Visit is created, a Customer selects one or several Services and in some cases a ticket is issued. As soon as the Visit is created, the first selected Service is segmented into a Queue. The Service is entered in Queue. In statistics, the Visit transaction is created. The time stamp is named create_ts.
• The Service is then, by staff, called to a Service Point. In statistics, the Visit transaction is called. The time stamp is named call_ts.
• In configuration, it is possible to require that the staff confirms that the Customer has arrived at the Service Point. In statistics, the Visit transaction is confirmed. The time stamp is named confirm_ts.
• Optionally, after serving the Customer, the staff can perform a wrapup. The time stamp is named wrapup_ts.
• After serving the current Service, the staff will end the transaction, recycle the transaction, or transfer the Service to a Queue, Service Point Pool or User Pool for further Service. In statistics, the Visit transaction is ended. The time stamp is named end_ts.
• If the Visit transaction was recycled or transferred, there will in statistics be a new transaction created at the same time as the previous transaction was ended.
• If the Visit transaction was part of a Multi-Service Visit, ending the transaction will mean that the next Service in the list will enter Queue and the create time for the next Visit transaction will be the end time of the previous.
The following definitions are used in statistics regarding different time periods
waiting time = call_ts – create_ts
transaction time = end_ts – call_ts
walking time = confirm_ts – call_ts
wrapup time = end_ts – wrapup_ts
In Analysis Reports, the time periods will be shown formatted as hh:mm:ss.