Below is a description of all Report Parameters used in the Canned Reports.
Parameter
Choices
Usage
View
• Per Day
• Per Month
• Per Weekday
• Per Week
First column in report, each selection only shown once, for example only one February even if the report covers many years. Each row is a sum of all data for that selection, for example a sum for all included Februaries. Report is sorted on View.
Date Selection
• Yesterday
• Previous week
• Previous month
• This year
• Manual selection
Defines how to select the dates the report should cover.
For Manual selection, the Start date and End date is selected in a date picker:
Branches
• All
• <Names of Branch(es) the user has access to>
Select the Branches whose data is going to be included in the report.
To select more than one Branch, keep the Ctrl key pressed while clicking on the Branch names.
Services
• All
• <Names of Services available for the selected Branches>
Select the Services whose data is going to be included in the report. To select more than one Service, keep the Ctrl key pressed while clicking on the Service names.
Queues
• All
• <Names of Queues available for the selected Branches>
Select the Queues whose data is going to be included in the report. To select more than one Queue, keep the Ctrl key pressed while clicking on the Queue names.
Service Points
• All
• <Names of Service Points available for the selected Branches>
Select the Service Points whose data is going to be included in the report.
Staff Members
• All
• <Names of Staff Members available for the selected Branches>
Select the staff members whose data is are going to be included in the report. To select more than one Staff Member, keep the Ctrl key pressed while clicking on the Staff Member names.
Customer Id
The Customer Id for which data should be presented in the report.
Ticket Number
The ticket number for which data should be presented in the report.
Visit Id
Enter the Visit id for which all events should be listed.
Start Time, End Time
Time (hh:mm)
Select the start time and end time for the data included in the report. Values with a time stamp before/after the start time/end time will not be included in the report.
Period (Min)
The period length in minutes, default is 30
Week Type
• Week Number
• Week Number ISO
Select whether the Week Number displayed in the report should be according to the U.S. standard, or according to the ISO 8601 standard.
Include settings page
• Yes
• No
Select whether the parameters should be shown in the report.
The selected Mark is going to be counted as fully satisfied (100%).
Satisfaction level 67%
List of Marks
The selected Mark is going to be counted as satisfied (67%).
Satisfaction level 33%
List of Marks
The selected Mark is going to be counted as unsatisfied (33%).
Satisfaction level 0%
List of Marks
The selected Mark is going to be counted as extremely unsatisfied (0%).
Question
All, Name of questions
Select which questions that should be included in the report. It should only be possible to select questions that provide an answer that has a defined value (0-10, YES/NO, etc.)
Answers
All, List of all answers
Select which values that are used as answers, so that only these values are included in the report.
1Note: If you are using Internet Explorer 11 and want to create PDF reports, you may need to change a couple of settings in Internet Explorer, to be able to view the reports correctly. These settings are described here: https://helpx.adobe.com/acrobat/using/display-pdf-in-browser.html.
Appointment reports
These reports give an indication of how many booked Appointments there were, how many of the Customers actually arrived at their Appointment, if they arrived late, and for how long they waited before they were called to their Appointment.
Appointment Booking
This report is used to get information about when Appointments are booked, no matter if the Appointment time has yet occurred, or not.
With this report, you can also see if there is any difference in Appointments booked at different times, for example if there are periods when the Appointments are booked closer to the Appointment time. This report also monitors changes, such as cancellations and reschedules.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year or Weekday, depending on the View parameter.
Total number of bookings
The number of Appointments booked during the selected period, no matter if they have been cancelled or not.
Note: That is when the Appointment was booked, not the date for the Appointment.
Number of changes
The number of times that the same Appointments as above have been changed. Each change is counted.
Number of cancellations
The number of Appointments that were cancelled. These must be the same Appointments included in the bookings so that the whole report covers exactly the same Appointments.
Number of still open appointments
This is the same as the number of bookings minus the number of cancellations.
Average number of days between booking and appointment
The average booking time in days (one decimal).
Average number of days between cancellation and appointment time
The average number of days between a cancellation and the Appointment time.
Appointment Booking Time per Period
This report is used to get detailed information on exactly how long time in advance Appointments were booked. Also, you can, for example, find out the percentage of Customers that book their Appointments less than two days in advance.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year or Weekday, depending on the View parameter. The report shows Appointments booked the selected date, not Appointments that are expected to take place the selected dates.
Intervals
Number of Appointments booked the within this time before the Appointment start time. The specified time is the end of the interval. For example, above the first column are Appointments booked 0-2 days before the Appointment, the next are those booked 2-4 days, etc.
Cancellations
The number of Appointments included in the report that were cancelled.
Changes
The number of Appointments included in the report that have been changed since they were booked.
Totals
Sum of the columns.
%
Percentage
Acc %
Accumulated percentage
Appointment Overview
This report is used to get an overview of all Appointments that have been served. The report shows a sum of all selected Branches.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year or Weekday, depending on the View parameter.
Number of booked appointments
Number of Appointments that were booked for the selected date.
Customers that did arrive
Number of journeys that had an Appointment and where the journey reached event VISIT_CREATE.
% of customers that did arrive
Calculated value.
Late arrivals
Number of Appointments where the Customer arrived late.
Number of customers that responded to call
Number of Customers that actually arrived at the Counter.
Average waiting time
Average waiting time for all transactions where the Customer arrived to the Appointment.
Average waiting time after appointment time
Average Appointment waiting time.
Average transaction time
Average transaction time.
Average number of days in advance the appointment was booked.
The average booking time in days (one decimal).
Totals
Sum of columns, for averages this is the average of all Customers, not the average of the shown averages.
Average
For columns with numbers this is the same as the average of the column. For columns already containing average values this is the average for all included transactions, not for the column.
Appointment Service Overview
This report is used to get an overview of all Appointments that have been served (or expected to be served). It shows information per Service, i.e more detailed information than the Appointment Overview report.
Here, you can compare the transaction time with the booked Appointment length, to find out how well the reserved time slots are working. Also, you can compare the Appointments for different Services, for example to see if certain Services are booked longer in advance than others, or if there are differences in the number of late arrivals. You can also see the average number of Customers per Appointment and Service.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year or Weekday, depending on the View parameter.
Services
Services served by an Appointment Queue.
Number of booked appointments
Number of Appointments that were booked for the selected date.
Customers that did arrive
Number of journeys that had an Appointment and where the journey reached event VISIT_CREATE.
% of customers that did arrive
Calculated value.
Late arrivals
Number of Appointments where the Customer arrived late.
Average waiting time
Average waiting time for all transactions where the Customer arrived to the Appointment.
Average waiting time after appointment time
Average Appointment waiting time.
Average transaction time
Average transaction time.
Number of appointments that took longer time than booked appointment time.
This is the number of Appointments that took longer time than the booked Appointment time.
% of appointments that took longer time than booked appointment time
Same as above, but percentage instead of number.
Average difference in time between transaction time and appointment length
This is the average difference in time between transaction time and the booked Appointment length in hh:mm:ss. Positive value if the Appointments in average take longer than the booked length and a negative value if the Appointments in average take a shorter time than the booked Appointment length.
Average number of days in advance the appointment was booked
The average booking time in days (one decimal).
Average number of customers per appointment
The average number of Customers per Appointment
Totals
Sum of columns. For averages, this is the average of all Customers, not the average of the shown averages.
Average
For columns with numbers this is the same as the average of the column. For columns already containing average values this is the average for all included transactions, not for the column.
Appointment Waiting Time per Period
This report is used to get detailed information on the Appointment Time.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year or Weekday, depending on the View parameter.
Called before appointment time
Number of Customers that were called before the Appointment time.
Intervals
Number of Customers with an Appointment waiting time within each interval. The column shows the end of the interval.
Totals
Sum of the columns.
%
Percentage
% Cumulative
Accumulated percentage
Customer feedback reports
The Customer feedback reports provide direct information about the Customer experience.
With these reports, you can for example:
• Compare waiting time with Customer satisfaction to find the optimal Service level.
• Find the longest waiting time that still results in an acceptable Customer satisfaction level.
• Fine-tune the Service level.
Configuration prerequisites:
• There must be Marks, intended to be used as answers.
• There must be a unit where the Customers can provide feedback.
• For some of the reports, Service Level is used.
Feedback Overview
This report shows an overview of the feedback result from the Customer Feedback solution. You can see the average of all included questions with a numerical answer (including NPS), compare the waiting time and transaction time with the feedback, show the feedback per Branch, Service, Staff Member, etc. All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year, or Weekday, depending on the View parameter.
Average feedback
The average of all the numeric feedbacks.
Average waiting time
The average waiting time
Average transaction time
The average transaction time
Total number of visits
The total number of Visits
Number of answers
The total number of answers
Answer %
The percentage of the total number of Visits that provided an answer.
Note: Each Visit is included only once, even if the Customer answered many questions.
Answer Summary
The report shows detailed information about the number of Customers for each answer. Each question is presented separately. You can for example compare the waiting time and the transaction time with the answers, to see if long waiting times are resulting in a longer score.All data is shown on the same page.
The following data is shown:
Name
Definition
Question
Each included question is presented separately. Only include questions with a defined range of answers, not free-text questions.
Answer
All the available answers defined by the parameter Answers.
Note: Also, answers that were never provided should be included and have the number of answers = 0 and no info for waiting time or transaction time.
Number of answers
The number of Customers who have provided the answer.
% of total answers
The answers percentage of the total number of answers
Average waiting time
The average waiting time
Average transaction time
The average transaction time
Free Text Overview
This is a report showing the different free text answers together with Visit id. You can use the parameters to filter out those answers that are most interesting, for example the answers from the least satisfied Customers. All data is shown on the same page.
The following data is shown:
Name
Definition
Feedback
Each text feedback is presented, even if there are two or more that are identical.
Branch
Branch name.
Visit Id
Visit Id.
Ticket number
The ticket number used for the Visit.
Average feedback
The average for the numerical part of this Customer’s feedback.
This report is basically the same as the NPS Overview report, except this report is based on Customer Feedback values, not Marks. To get the number of answers per score, you can use the Answer Summary report instead.
Note: NPS can be anything between -100 and 100.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year, or Weekday, depending on the View parameter.
NPS
Net Promoter Score
NPS = Promoters (%) - Detractors (%)
Promoters = 9 and 10
Detractors = 0 through 6.
Answered (%)
Percent of all served Customers that provided an answer.
Served
Number of served Customers.
Average waiting time
Average waiting time for all served Customers.
Average transaction time
Average transaction time for all served Customers.
Total, NPS
NPS for all included served Customers.
Total, Answered
Percent of total number of served Customers that answered.
Total, Served
The total number of served Customers.
Total, Average waiting time
The average waiting time for all included Customers.
Total, Average transaction time
The average transaction time for all included Customers.
Graph, Y-axis
Fixed 0-100 % if there is no negative value or fixed -100-100% if there is a negative value.
Feedback Time
This report can for example be used to compare feedback provided immediately after the Visit with feedback given at a later stage. This way you can find out if the Customer feedback is depending on the time between the Visit and the given feedback.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year, or Weekday, depending on the View parameter.
Answers provided within 30 minutes after the Visit
The result of the feedback provided within 30 minutes after the end of the Visit.
Answers provided after 30 minutes, but the same day
The result of the feedback provided later than 30 minutes after the end of the Visit, but still on the same day.
Answers provided the day after, or later
The result of the feedback provided the day after the Visit, or later.
Average feedback
The average of all the numeric feedbacks.
Number of answers
The number of Customers that provided feedback.
Total number of Visits
The total number of Visits.
Answers provided within 30 minutes after the Visit
The result of the feedback provided within 30 minutes after the end of the Visit.
NPS/Feedback reports
Customer Feedback
Use report parameters to link Marks to the responses.
With this report, you can, for example, compare the Customer satisfaction level with the average waiting time. The result of the report can be used to fine-tune the Service level.
Satisfaction level is the average of the answers, where each answer is given a percentage value. Use report parameters to link Marks to the percentage values, as in the following example:
All data is combined from all the selected Branches and the report is displayed as one page per selected Queue.
The following data is shown:
Name
Definition
Date
Dates
Avg. Satisfaction Level
The average of all included answers (100, 67, 33, and 0).
Avg. Waiting Time
The average waiting time for all called Customers.
The NPS reports use the NPS Mark types set up in Orchestra.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year, or Weekday, depending on the View parameter.
NPS
Net Promoter Score
NPS = Promoters (%) - Detractors (%)
Promoters = 9 and 10
Detractors = 0 through 6.
Answered (%)
Percent of all served Customers that provided an answer.
Served
Number of served Customers.
Average waiting time
Average waiting time for all served Customers.
Average transaction time
Average transaction time for all served Customers.
Total, NPS
NPS for all included served Customers.
Total, Answered
Percent of total number of served Customers that answered.
Total, Served
The total number of served Customers.
Total, Average waiting time
The average waiting time for all included Customers.
Total, Average transaction time
The average transaction time for all included Customers.
Graph, Y-axis
Fixed 0-100 % if there is no negative value or fixed -100-100% if there is a negative value.
NPS® per Branch
The Marks used for NPS are automatically selected.
The report shows the sum for all Services within each Branch.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Branch
The selected Branches.
NPS
Net Promoter Score per year and month.
Answered (%)
Percent of all served Customers that provided an answer.
Graph, Y-axis
Fixed 0-100 % if there is no negative value or fixed -100-100% if there is a negative value.
NPS® per Service
The Marks used for NPS are automatically selected.
The report has one page per Branch.
The following data is shown:
Name
Definition
Service
The selected Services.
NPS
Net Promoter Score per year and month.
Answered (%)
Percent of all served Customers that provided an answer.
Graph, Y-axis
Fixed 0-100 % if there is no negative value or fixed -100-100% if there is a negative value.
Marks reports
With the Marks reports, you get the result from Marks. Marks can be used to get more details about transactions, for example:
• Outcome of transaction
• Delivered Service or product
Configuration prerequisites:
• There must be Marks, defined in the Business Configuration application.
• Marks must be available in the terminal.
Marks per Service
Use this report when you want to know which Marks that have been registered for each Service.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Service
Services included in the report.
Mark
Names of the included Marks.
Count
The number of times the Mark was registered.
Total Transaction Time
The total Mark transaction time.
Average Transaction Time
The average Marks transaction time.
Max Transaction Time
The longest Mark transaction time for a Mark.
Total, Count
The sum of the Count column.
Total, Transaction time
The total Marks transaction time for all Marks in the report.
Average, Count
Average value of the Count column.
Average transaction time
The average Marks transaction time.
Max Count
The highest number in the Count column.
Max Transaction time
The highest value in the Max Transaction time column.
Mark Summary
Information about the marks and how often they have been used. All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Branch
Branches included in the report.
Mark
Names of the included Marks.
Count
The number of times the Mark was registered.
Total transaction time
The total Mark transaction time
Average transaction time
The average Marks transaction time.
Max Count
The highest number in the Count column.
Max Transaction time
The highest value in the Max Transaction time column.
Overview reports
The Overview reports give an overview of all Customer transactions during a time period, such as per hour, per day or per month. They show a sum of all selected Services, Queues and Branches.
Configuration prerequisites:
• All Overview reports use the Service level.
Overview per Period
The graph shows the number of Customers within the Service level, compared with those who had a waiting time above the Service level.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year or Weekday, depending on the View parameter.
Arrived
Number of Customers that arrived.
Served
Number of Customers that were served.
% of arrived that were served
Percentage of the arrived Customers that were served.
No Show
The number of no shows.
% No Shows
Percentage of the arrived Customers that were no shows.
Total Transaction Time
The total transaction time for all served Customers.
Average Transaction Time
The average transaction time for all served Customers.
Max Transaction Time
The longest transaction time within the period.
Waiting time above KPI
The number of Customers that had a waiting time longer than the Service Level.
% above KPI
Percent of all served customers that had a waiting time longer than the Service Level
Average Waiting Time
The average waiting time for all called Customers.
Max Waiting Time
The longest waiting time for a Customer.
Total number of arrived
The total number of arrived Customers (the sum of the Arrived column.
Total number of served
The total number of served Customers (The sum of the Served column)
Total % of arrived that were served
The percentage of total number of arrived that also were served (total served / total arrived).
Total number of no shows
The total number of no shows (The sum of the No Show column)
Total % No Shows
The number of total no shows compared with the total number of arrived (total no shows / total arrived).
Total of total transaction time
The total transaction time for all Customers served and included in this report.
Total above KPI
The total number of Customers that had a waiting time longer than the KPI (Service Level).
Average arrived
The average number of Customers that arrived per selected period.
Average served
The average number of Customers that were served per selected period.
Average no shows
The average number of no shows per selected period.
Average total transaction time
The average total transaction time per selected period.
Average of average transaction time
The average transaction time for all transactions included in the report.
Note: not per selected period.
Average above KPI
The average number of Customers, with a waiting time above the KPI, per selected period.
Average of average waiting time
The average waiting time for all transactions included in the report.
Note: not per selected period.
Max arrived
The maximum number of arrived for a selected period.
Max served
The maximum number of served Customers for a selected period.
Max %served
The maximum percentage of served Customers for a selected period.
Max no shows
The maximum number of no shows for a selected period.
Max % no shows
The maximum percentage of no shows for a selected period.
Max total transaction time
The maximum total transaction time for a selected period.
Max average transaction time
The maximum average transaction time for a selected period.
Max of max transaction time
The maximum max transaction time for a selected period.
In reality, this is the longest transaction time for any Customer included in this report
Max above KPI
The maximum number of waiting times above the KPI for a selected period.
Max % above KPI
The maximum percentage of waiting times above the KPI for a selected period.
Max average waiting time
The maximum average waiting time for a selected period.
Max of max waiting time
The maximum max waiting time for a selected period. In reality this is the longest waiting time for any Customer included in this report
Overview per Time Period
The report shows a sum of all selected Branches, Queues and Services. The graph shows the Customer flow during the day with number of arrived, called and waiting Customers together with the average waiting time.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Period
The day is divided into periods. The period length is specified in the parameters. A period is from and including the start time and until but not including the end time. For 8:00-8:30 events that happened 8:00 are included in the report but events that happened exactly 08:30 are included in the next period.
Arrived
Number of Customers that arrived during the period.
Called
Number of Customers called during the period.
Unserved in period
The Customers that were not served during the period. This includes unserved Customers from previous periods. For example, if 6 arrived and 4 are served there are 2 unserved Customers from that period into the next one. If 5 arrive and 6 are served there is still one unserved Customer from the previous period.This value is 0 if all Customers were served.
Above service level
Customers that had a waiting time longer than the Service Level.
No Shows
The number of no shows.
Average transaction time
The average transaction time for all transactions that started during the period.
Max transaction time
The longest transaction time for a transaction that started during the period.
Average waiting time
The average waiting time for all transactions that started during the period.
Max waiting time
The longest waiting time for a transaction that started during the period.
Total arrived
The total number of Customers that arrived.
Total called
The total number of Customers that were called.
Total above service level
The total number of Customers that had a waiting time longer than the Service Level.
Total no shows
The total number of no shows.
Average of average transaction time
The average transaction time for all transactions included in the report.
Average of average waiting time
The average waiting time for all Customers included in the report.
Max arrived
The maximum number of Customers that arrived during one period.
Max called
The maximum number of Customers that were called during a period.
Max unserved customers
The maximum number of unserved Customers for one period.
Max no shows
The maximum number of no shows for one period.
Max average transaction time
The highest average transaction time for one period.
Max of max transaction time
The longest transaction time for any transaction within the report.
Max average waiting time
The highest average waiting time for a period.
Max of max waiting time
The longest waiting time for any customer within the report.
Transaction Overview
Note: This report includes all Customers, also those that have been removed.
This report shows how the Customers typically move between touch points of the Customer Journey. You can, for example, see the percentage of Customers that never responded to a call (No Shows). Another example is the percentage of Customers that were cherry picked.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year or Weekday, depending on the View parameter.
Entered queue
The number of Customers that entered a Queue, no matter if it is when a Visit is created or due to a transfer.
Called Customers
The number of Customers that were called.
Called %
The percentage of Customers that entered a Queue that were also called.
Served Customers
The number of Customers that were served.
Served %
The percentage of Customers that entered a Queue that were also served.
No Shows Customers
The number of Customers that were no shows.
No Shows %
The percentage of Customers that entered a Queue that were no shows.
Removed by staff Customers
The number of waiting Customers that were removed by the staff.
Removed by staff %
The percentage of Customers that entered a Queue that were removed by staff.
Removed by reset Customers
The number of Customers that were removed by reset.
Removed by reset %
The percentage of Customers that entered a Queue that were removed by reset.
Transferred Customers
The number of Customers that were transferred to a Queue, Service Point pool or Staff pool.
Transferred %
The percentage of Customers that entered a Queue that were transferred to a Queue, Service Point pool or Staff pool.
Recycled
The number of Customers that were recycled.
Recycled %
The percentage of Customers that entered a Queue that were recycled.
Cherry picked
The number of Customers that were cherry picked.
Cherry picked %
The percentage of Customers that entered a Queue that were cherry picked.
Average
The average per period.
Max customer
The maximum number of Customers in a column.
Max Percent
The highest percentage in a column. Percentage is separated from the max Customers because they can occur in different periods (the period with the highest number of Customers may be different from the period with the highest percentage value).
Average of average visit time
The average Visit time for all Visits.
Visit Overview
Note: This report includes all Customers, also those that have been removed.
This report shows the total number of Visits and the total Visit times. You can also see the average time for a Visit and, for example, the average time a Visit is spent on waiting compared with transactions.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Month
Shows Day, Week, Month, Year or Weekday, depending on the View parameter.
Visits
The number of Visits.
Transaction per visit
The average number of transactions per Visit.
Average Visit Time
The average Visit time per Visit.
Average total waiting time
The average total waiting time per Visit. The total waiting time is the sum of all waiting times, during the Visit.
Max total waiting time
The longest total waiting time for any Customer, during the period.
Average total transaction time
The average total transaction time per Visit. The total transaction time is the sum of all transaction times, during the Visit.
Max total transaction times
The longest total transaction time for any Customer during the period.
Note: The value on the Y-axis in the chart is minutes.
Queue and Waiting Time reports
These reports give an overview of the activities within a Queue. They show a sum of all selected dates.
Configuration prerequisites:
• All Summary reports use the Service level.
Queue Summary
The graph shows the number of Customers within the Service level, compared with those who had a waiting time above the Service level.
Branches are separated but shown on the same page.
Note: The transaction time is for all Services sharing the same Queue.
The following data is shown:
Name
Definition
Branch
Branch names.
Queue
Queue names.
Arrived
Number of Customers that arrived.
Served
Number of Customers that were served.
Served %
% of the arrived Customers that were served.
No Show
The number of no shows.
No Shows %
% of the arrived Customers that were no shows.
Workload
The total time it took to serve all the Customers who waited in the Queue.
Average transaction time
The average transaction time for the Customers who waited in this Queue.
Max transaction time
The longest transaction time for a Customer served after waiting in this Queue.
Waiting time above the service level
The number of Customers who had a waiting time above the Service Level
Waiting time above the service level %
The percentage of served Customers who had a waiting time above the Service Level.
Average waiting time
The average waiting time.
Max waiting time
The longest waiting time.
Walk direct
Walk direct Customers are never waiting in any Queue and should be presented separately. They have arrived and served (always the same) and they have transaction times but no defined waiting times.
Branch totals
Total values for the whole Branch. Average transaction time and average waiting time is for all Customers included in the report.
Total number of arrived
The total number of arrived Customers for all Branches.
Total number of served
The total number of served Customers for all Branches.
Total % of arrived that were served
The percentage of total number of arrived that also were served (total served / total arrived).
Total number of no shows
The total number of no shows for all Branches.
Total % No Shows
The number of total no shows compared with the total number of arrived (total no shows / total arrived).
Total workload
The total transaction time for all Customers served and included in this report.
Total above service level
The total number of Customers that had a waiting time longer than the Service Level.
Total above service level %
The percentage of served Customers that had a waiting time longer than the Service Level.
Average arrived
The average number of Customers that arrived per Branch and Queue.
Average served
The average number of Customers that were served per Branch and Queue.
Average no shows
The average number of no shows per Branch and Queue
Average of average transaction time
The average transaction time for all transactions included in the report.
Average above service level
The average number of Customers with a waiting time above the Service Level per Branch and Queue.
Average of average waiting time
The average waiting time for all transactions included in the report.
Max arrived
The maximum number of arrived for a Branch and Queue.
Max served
The maximum number of served Customers for a Branch and Queue.
Max no shows
The maximum number of no shows for a Branch and Queue.
Max workload
The maximum total transaction time for a Branch and Queue.
Max average transaction time
The maximum average transaction time for a Branch or Queue.
Max of max transaction time
The maximum transaction time for a transaction included in this report.
Max above service level
The maximum number of waiting times above the Service Level for a Branch and Queue.
Max average waiting time
The maximum average waiting time for a Branch and Queue.
Max of max waiting time
The maximum waiting time for any Customer in this report.
Service reports
Delivered Service
This report shows both the Delivered Services and the Outcomes per Service. For example, you can see the percentage of a Delivered Service that had a certain Outcome.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Service
Service names.
Delivered service
Name of the Delivered Service.
Outcome
Name of the Outcome.
Count
The number of times the Delivered Service or Outcome was registered.
Outcome %
The percentage of the Delivered Service that had this Outcome.
Delivered service %
The percentage of the Service that had this Delivered Service.
Average transaction time
The average transaction time for the transactions for this Delivered Service and Outcome.
Max transaction time
The longest transaction time for any transaction for this Delivered Service and Outcome.
Total transaction time
The total time it took to serve the Customer with this Service, Delivered Service and Outcome.
Total delivered service
The total times the Delivered Service was registered (sum of Outcomes).
Total service
The total number of Delivered Services for a Service (sum of Delivered Services).
Service Summary
The graph shows the number of Customers within the Service level, compared with those who had a waiting time above the Service level.
Note: The waiting time for a Service might be affected by Customers from other Services, if they have shared the same Queue.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Service
Service names.
Served
Number of Customers that were served.
Workload
The total time it took to serve all the Customers.
Average transaction time
The average transaction time.
Max transaction time
The longest transaction time.
Total face-to-face time
The total face-to-face time.
Average face-to-face time
The average face-to-face time.
Max walk time
The longest face-to-face time.
Total walk time
The total walk time.
Average walk time
The average walk time.
Max walk time
The longest walk time.
Total Wrap-up time
The total wrap-up time.
Average wrap-up time
The average wrap-up time.
Max wrap-up time
The longest wrap-up time.
Total number of served
The total number of served Customers.
Total workload
The total transaction time for all Customers served and included in this report.
Total of total face-to-face Time
The total face-to-face time for all Customers served and included in this report.
Total of total Walk Time
The total walk time for all Customers served and included in this report.
Total of total Wrap-up time
The total wrap-up time for all Customers served and included in this report.
Average served
The average number of Customers that were served per Service.
Average of average transaction time
The average transaction time for all transactions included in the report.
Average of average face-to-face time time
The average face-to-face time for all transactions included in the report.
Average of average walk time time
The average walk time for all transactions included in the report.
Average of average wrap-up time time
The average wrap-up time for all transactions included in the report.
Max served
The maximum number of served Customers for a Service.
Max workload
The maximum of total transaction time for a Service
Max average transaction time
The maximum average transaction time for a Service.
Max of max transaction time
The maximum transaction time for a transaction included in this report.
Max total face-to-face time
The maximum of total face-to-face time for a Service.
Max average face-to-face time
The maximum average face-to-face time for a Service.
Max of max walk time
The maximum face-to-face time for a transaction included in this report.
Max total walk time
The maximum of total walk time for a Service
Max average walk time
The maximum average walk time for a Service
Max of max walk time
The maximum walk time for a transaction included in this report.
Max total wrap-up time
The maximum of total wrap-up time for a Service.
Max average wrap-up time
The maximum average wrap-up time for a Service.
Max of max wrap-up time
The maximum wrap-up time for a transaction included in this report.
Service Transaction
Use this report when you want detailed information about the Service transactions. Here, the time spent on Services is divided into walk time, face-to-face time and wrap-up time. You can also, for example, see how much time is spent waiting for the Customer to respond to the call.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Service
Service names
Served
Number of Customers that were served.
Workload
The total time it took to serve all the Customers. HH:MM:SS.
Average transaction time
The average transaction time (hh:mm:ss).
Max transaction time
The longest transaction time (hh:mm:ss).
Total face-to-face time
The total face-to-face time (hh:mm:ss).
Average face-toface time
The average face-to-face time (hh:mm:ss).
Max walk time
The longest face-to-face time (hh:mm:ss).
Total walk time
The total walk time (hh:mm:ss).
Average walk time
The average walk time (hh:mm:ss).
Max walk time
The longest walk time (hh:mm:ss).
Total Wrap-up time
The total wrap-up time (hh:mm:ss).
Average wrap-up time
The average wrap-up time (hh:mm:ss).
Max wrap-up time
The longest wrap-up time(hh:mm:ss).
Total number of served
The total number of served Customers.
Total workload
The total transaction time for all Customers served and included in this report.
Total of total face-to-face Time
The total face-to-face time for all Customers served and included in this report.
Total of total Walk Time
The total walk time for all Customers served and included in this report.
Total of total Wrap-up time
The total wrap-up time for all Customers served and included in this report.
Average served
The average number of Customers that were served per Service.
Average of average transaction time
The average transaction time for all transactions included in the report.
Average of average face-to-face time
The average face-to-face time for all transactions included in the report.
Average of average walk time
The average walk time for all transactions included in the report.
Average of average wrap-up time
The average wrap-up time for all transactions included in the report.
Max served
The maximum number of served Customers for Service.
Max workload
The maximum of total transaction time for a Service.
Max average transaction time
The maximum average transaction time for a Service.
Max of max transaction time
The maximum transaction time for a transaction included in this report.
Max total face-to-face time
The maximum of total face-to-face time for a Service.
Max average face-to-face time
The maximum average face-to-face time for a Service.
Max of max walk time
The maximum face-to-face time for a transaction included in this report.
Max total walk time
The maximum of total walk time for a Service.
Max average walk time
The maximum average walk time for a Service.
Max of max walk time
The maximum walk time for a transaction included in this report.
Max total wrap-up time
The maximum of total wrap-up time for a Service.
Max average wrap-up time
The maximum average wrap-up time for a Service.
Max of max wrap-up time
The maximum wrap-up time for a transaction included in this report.
Note: The value on the Y-axis in the chart is seconds.
Service Entry
This report includes the entry points for Visits. This way, you can easily find out how the customers start their Visits, for example if they are using the Mobile Ticket, or if they were Walk direct Visits. Branches are presented separately.
The following data is shown:
Name
Definition
Branch
Branch name.
Entry point
The name of the Entry Point.
Arrived
The total number of Customers that started the Visit at the Entry Point.
Arrived %
The percentage of Customers that started the Visit at the Entry Point.
Service Point and Staff reports
These reports provide information about the Service Point or staff sessions. They show the sum of all selected Branches.
Service Point Performance
This report shows information about the Service Points. It also, for example, shows the idle time, which is when the Service Point was open but not serving any Customers. Branches are separated but shown on the same page.
The following data is shown:
Name
Definition
Branch
Branch names.
Service Point
Service point names.
Earliest open
The earliest time the Service Point was opened, during the selected time period.
Latest close
The latest time the Service Point was closed during the selected time period.
Total open time
The Service Point Session Time for all Service Point sessions, during the selected time period.
Customers served
The total number of Customers served.
No Shows
The total number of no shows.
Total Transaction Time
The total Service Point transaction time for the selected time period.
Average transaction time
The average Service Point transaction time per transaction.
Idle Time
The part of the total open time that was not transaction time (Total Open Time - Total Transaction Time). This is the time the Service Point was open but not serving any Customers.
Idle Time %
The percentage of the Total open time that was Idle Time.
Branch Total
The total for the Branch.
Total
The total for all Branches and Service Points included in the report.
Average Total open time
The average total time per Service Point.
Average customers served
The average number of Customers served per Service Point.
Average No Shows
The average number of no shows per Service Point.
Average Total transaction time
The average total transaction time per Service Point.
Average of Average Transaction Time
The average Service Point transaction time for all transactions included in the report.
Average Idle time
The average total idle time per Service Point.
Max Total open time
The max Total open time for any Service Point included in the report.
Max customers served
The max number of Customers served for any Service Point included in the report.
Max No shows
The max number of No shows for any Service Point included in the report.
Max Total transaction time
The max total transaction time for any Service Point included in the report.
Max Average Transaction Time
The maximum transaction time for any transaction included in the report.
Max Idle Time
The maximum idle time for any Service Point included in the report.
Staff Performance
This report shows information about the staff. It also, for example shows idle time, which is when the staff member was logged in but not serving any Customers. All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Name
Staff member names.
Earliest Login
The earliest time the staff member logged in, during the selected time period.
Latest logout
The latest time the staff member logged out, during the selected time period.
Total login time
The Staff Member Session Time for all staff sessions during the selected time period.
Customers served
The total number of Customers served.
No Shows
The total number of no shows.
Total Transaction Time
The total staff member transaction time for the selected time period.
Average transaction time
The average staff member transaction time per transaction.
Idle Time
The part of the total login time that was not transaction time (Total Login Time - Total Transaction Time). This is the time the staff member was logged in but not serving any Customers.
Idle Time %
The percentage of the Total login time that was Idle Time.
Total
The total for all staff members included in the report.
Average Total login time
The average total time per staff member.
Average customers served
The average number of Customers served per Service Point.
Average No Shows
The average number of no shows per staff member.
Average Total transaction time
The average total transaction time per staff member.
Average of Average Transaction Time
The average staff member transaction time for all transactions included in the report.
Average Idle time
The average total idle time per staff member.
Max Total login time
The max Total login time for any staff member included in the report.
Max customers served
The max number of Customers served for any staff member included in the report.
Max No shows
The max number of No shows for any staff member included in the report.
Max Total transaction time
The max total transaction time for any staff member included in the report.
Max Average Transaction Time
The maximum transaction time for any transaction included in the report.
Max Idle Time
The maximum idle time for any staff member included in the report.
Ticket reports
The Ticket reports provide detailed information about single Visits.
Event List
This report lists all events for a specific Visit id. This is the raw data without any calculations.
Note: The Visit Id, used as input to this report, can for example be found in the Ticket Report. Also, note that the Visit Id is mandatory.
All data is shown on the same page.
The following data is shown:
Name
Definition
Event
The event name.
Date and time
The event time stamp.
Staff member
The Staff Member name. This may not be available for all events but then it will be empty.
Ticket Report
This report shows information about every Visit and transaction for one day on one Branch. Here you can find the Customer Id, which can then be used in the Trace Customer report as well as the Visit Id, which is needed in the Event List report.
To limit the size of the report, it is only possible to select one date and one Branch each time the report is run.
All data is shown on the same page.
Note: There may be several rows for each Ticket Number.
The following data is shown:
Name
Definition
Ticket Number
A list of all ticket numbers generated the selected day. There should be one row per transaction, so if a Visit has multiple transactions there will be multiple rows with the same ticket number.
Visit ID
Id of the Visit.
Customer Id
The Customer Id
Service
The Service selected for the transaction.
Queue
The Queue the ticket number was placed in.
Issued Time
The time when the transaction started.
Call Time
The time the Customer was called (VISIT_CALL).
Finish Time
The time when the transaction ended.
Wait Time
The waiting time for the transaction.
Transaction Time
The transaction time for the transaction.
Total Time
The sum of the waiting time and the transaction time.
Staff Member
The name of the staff member who provided the Service.
Service Point
The name of the Service Point where the Service was provided.
Total number of visits
The total number of Visits in the report.
For each transfer of a ticket number, there is a new row in the report, making it possible to follow the complete Customer Journey:
Trace Customer
This report is used to trace all steps of a specific Customer in a Customer Journey. This way you will be able to follow a Customer’s journeys for all Visits to all Branches and find out which staff members that served the Customer. The Customer Id, used as input to this report, can for example be found in the Ticket Report.
Each date and Branch is presented separately.
The following data is shown:
Name
Definition
Issued
The time when the transaction started. There is one row per transaction, so for a ticket number with multiple transactions there are multiple rows.
Ticket number
The ticket number the Customer was assigned, during the Visit.
Staff Member
The name of the Staff Member who provided the Service.
Service
The Service selected for the transaction.
Queue
The Queue that the ticket number was placed in.
Service Point
The name of the Service Point where the service was provided.
Wait Time
The waiting time for the transaction.
Transaction Time
The transaction time for the transaction.
Total Time
The sum of the waiting time and the transaction time.
Ended by
The Visit outcome.
Trace Ticket Number
This report shows information about the Complete Journey. Use the report parameters to select one ticket number. A transfer results in a new row in the report.
Each date is presented separately.
Note: The same ticket number can appear more than once each day.
The following data is shown:
Name
Definition
Issued
The time when the transaction started. There should be one row per transaction, so for a ticket number with multiple transactions there should be multiple rows.
Staff Member
The name of the staff member who provided the Service.
Service
The Service selected for the transaction.
Queue
The Queue the ticket number was placed in.
Service Point
The name of the Service Point where the Service was provided.
Wait Time
The waiting time for the transaction.
Transaction Time
The transaction time for the transaction.
Total Time
The sum of the waiting time and the transaction time.
Ended by
The Visit Outcome (Note: In stat is called Visit Outcome but it is the transaction outcome.)
Transaction Time reports
These reports show information about transaction times. A transaction time is the time from when a ticket number was called, until the end of the transaction. The transaction ends when the next ticket number is called, the Service Point is closed, a ticket number is transferred to another Queue, etc.
Configuration prerequisites:
• The Transaction Time reports use the Serving time setting.
Transaction Time per Period
Select time period (per day, per week, etc) and time interval length in the report parameters. The graph shows the total number of Customers within each time interval.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Month
Shows Day, Week, Month, Year or Weekday, depending on the View parameter.
Intervals (00:05:00, 00:10:00, …)
The time intervals, as defined by the Interval parameter. The report presents the number of transactions with a transaction time within the interval. The shown time is the end of the interval.
Rest
These are all transactions with a transaction time above the last interval.
Total
The total number of transactions.
Above service level
The number of transactions that took longer than the Service Level, defined in the Service settings in Orchestra.
Above service level %
The percentage of total transactions that took longer than the Service Level, defined in the Service settings in Orchestra.
Total
The total number of transactions within each interval.
%
The percentage of all transactions that were within the interval.
% Cumulative
The percentage of all transactions that were within this and all previous intervals (percentage that had a transaction time up to and including this interval).
Transaction Time per Service
Select time interval length in the report parameters. The graph shows the total number of Customers within each time interval.
Each Branch is presented separately, but on the same page.
The following data is shown:
Name
Definition
Branch
Branch name.
Service
Service name.
Total
The total for the Branch.
Intervals (00:05:00, 00:10:00, …)
The time intervals, as defined by the Interval parameter. The report presents the number of transactions with a transaction time within the interval. The shown time is the end of the interval.
Rest
These are all transactions with a transaction time above the last interval.
Total
The total number of transactions.
Above service level
The number of transactions that took longer than the Service Level, defined in the Service settings in Orchestra.
Above service level %
The percentage of total transactions that took longer than the Service Level, defined in the Service settings in Orchestra.
Total
The total number of transactions within each interval.
%
The percentage of all transactions that were within the interval.
% Cumulative
The percentage of all transactions that were within this and all previous intervals (percentage that had a transaction time up to and including this interval).
Transaction Time per Time Period
Select time interval length and period length in the report parameters. The graph shows the total number of Customers within each time interval.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Period
The start and end time for the period. The period length is specified in the parameters. The report shows transactions that started during the period. For example, a transaction that started 8:25 and ended 8:35 will be placed in the 8:00 - 8:30 period. The period shows transactions that started at the same time as the period start time and until, but not including, the period end time.
Intervals (00:05:00, 00:10:00, …)
The time intervals as defined by the Interval parameter. The report presents the number of transactions with a transaction time within the interval. The shown time is the end of the interval.
Rest
These are all transactions with a transaction time above the last interval, in this example above 45 minutes.
Total
The total number of transactions.
Above service level
The number of transactions that took longer than the Service Level defined in the Service settings, in Orchestra.
Above service level %
The percentage of total transactions that took longer than the Service Level defined in the Service settings in Orchestra.
Total
The total number of transactions within each interval.
%
The percentage of all transactions that were within the interval.
% Cumulative
The percentage of all transactions that were within this and all previous intervals (percentage that had a transaction time up to and including this interval).
Waiting Time reports
These reports show information about waiting times. A waiting time is the time from when a ticket number entered the Queue, until it was called. A ticket number enters the Queue when the ticket is issued, or when it is transferred to a Queue.
Configuration prerequisites:
• The Waiting Time reports use the Service Level.
Waiting Time per Period
Select time period (per day, per week, etc) and time interval length in the report parameters. The graph shows the total number of transactions within each time interval.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Month
Shows Day, Week, Month, Year or Weekday, depending on the View parameter.
Intervals (00:05:00, 00:10:00, …)
The time intervals as defined by the Interval parameter. The report presents the number of transactions with a waiting time within the interval. The shown time is the end of the interval.
Rest
These are all transactions with a waiting time above the last interval.
Total
The total number of transactions.
Above service level
The number of transactions with a waiting time longer than the Service Level defined in the Queue settings in Orchestra.
Above service level %
The percentage of total transactions that had a waiting time longer than the Service Level defined in the Queue settings in Orchestra.
Total
The total number of transactions within each interval.
%
The percentage of all transactions that were within the interval.
% Cumulative
The percentage of all transactions that were within this and all previous intervals (percentage that had a waiting time up to and including this interval).
Waiting Time per Queue
Select the time interval length in the report parameters. The graph shows the total number of transactions within each time interval.
Each Branch presented separately but on the same page.
The following data is shown:
Name
Definition
Branch
Branch name.
Queue
Queue name.
Intervals (00:05:00, 00:10:00, …)
The time intervals as defined by the Interval parameter. The report presents the number of transactions with a waiting time within the interval. The shown time is the end of the interval.
Rest
These are all transactions with a waiting time above the last interval, in this example above 45 minutes.
Total
The total number of transactions.
Above service level
The number of transactions with a waiting time longer than the Service Level defined in the Queue settings in Orchestra.
Above service level %
The percentage of total transactions that had a waiting time longer than the Service Level defined in the Queue settings in Orchestra.
Total
The total number of transactions within each interval.
%
The percentage of all transactions that was within the interval.
% Cumulative
The percentage of all transactions that were within this and all previous intervals (percentage that had a waiting time up to and including this interval).
Waiting Time per Time Period
Select period length and time interval length in the report parameters. The graph shows the total number of transactions within each time interval.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Period
The start and end time for the period. The period length is specified in the parameters. The report shows transactions that started in the period. For example a transaction that started 8:25 and ended 8:35 will be placed in the 8:00 - 8:30 period. The period shows transactions that started at the same time as the period start time and until, but not including, the period end time.
Intervals (00:05:00, 00:10:00, …)
The time intervals as defined by the Interval parameter. The report presents the number of transactions with a waiting time within the interval. The shown time is the end of the interval.
Rest
These are all transactions with a waiting time above the last interval, in this example above 45 minutes.
Total
The total number of transactions.
Above service level
The number of transactions with a waiting time longer than the Service Level defined in the Queue settings in Orchestra.
Above service level %
The percentage of total transactions that had a waiting time longer than the Service Level defined in the Queue settings in Orchestra.
Total
The total number of transactions within each interval.
%
The percentage of all transactions that were within the interval.
% Cumulative
The percentage of all transactions that were within this and all previous intervals (percentage that had a waiting time up to and including this interval).
Customer reports
These reports provide information about the Customers. The Customers must be identified (customer id).
Customer overview
In this report, you get information about the number of new Customers compared with the number of Customers All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Month
Shows Day, Week, Month, Year or Weekday, depending on the View parameter.
Total customers
The total number of Visits with identified Customers.
Unique Customers
The total number of Customers (unique Customer Id’s) during the period.
New customers
The total number of Customers that made their first Visit during the time period.
New customers %
The percentage of the Customers that were new Customers.
Average visit time
The average Visit time for all included Customers during the period.
Max visit time
The longest Visit time for all included Customers.
Average services per customer
The average number of Services per Customer. In reality, this is the same as the number of Services per Visit where the Visit has at least one identified Customer.
Adding new Canned Reports
If you want to add Canned Reports of your own, follow these steps:
1. Select Browse Files and browse to the folder where you want to place the report(s).
2. In the Folder Actions panel, to the right, click Upload.
3. Browse for and select the wanted report files (usually a file with extension .prpt as well a file with extension .properties). Note: It is also possible to upload a whole bunch of Canned Reports, at the same time, by uploading a zip-file containing the reports.
An alternative way to add new Canned reports is to place the report files (usually a file with extension .prpt as well a file with extension .properties), in the following directory:
Note: Log into Business Intelligence as superadmin and run Tools->Refresh->Reporting Data Cache to make your added Canned Report visible in the Business Intelligence GUI. (This applies whenever adding any new content, such as reports, to the Business Intelligence file system.)
1Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.
2Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.
