Growing the business
Analytics
How busy you have been, how long people waited, and how many gave up. Analytics is for spotting a pattern; when you want the underlying rows, use reports.
Where to find it
Analytics in the sidebar, in both the account view and a location’s view. It follows the branch you have selected: in a location’s view every figure narrows to that branch, which is usually what you want when a specific shop looks wrong.
The day-based cards on the overview — average wait time and total served today — also open it for today, for that branch. The account overview’s day-based cards do the same for the whole business. Without the permission below, Analytics is not in your sidebar and those cards do not link to it.
Needs the permission analytics.view (view analytics). Owners and Admins have every permission by default.
Choosing the dates
Pick Today, Last 7 days, Last 30 days or Last 90 days, or enter your own From and To dates on the same row. It opens on the last 7 days. “Today” is the branch’s today, not yours — a shop in another time zone gets its own week.
What it measures
Six cards across the top:
- Total joined — how many people got into the queue.
- Total served — how many you actually dealt with.
- No-shows — called and never appeared, with the rate beside it. The number worth watching.
- Cancelled — visits cancelled by the customer or your team, with the rate.
- Average wait time — how long people waited before they reached the counter.
- Average serve time — how long they spent there once they did.
Underneath, Visitors per day charts the people who joined each day, split into served and not served, and the Daily breakdown table gives the same days as joined, served and no-show counts.
Busiest hours
The average number of people who joined in each hour of the day, in the branch’s local time. It averages over the days in the range that had any visitors, so the days you were closed do not drag every hour down. The busiest hour is labelled; point at any other for its figure.
Queue length
How many visitors were waiting at once. The peak is the most there have been at the same moment in the range, with the time and day it happened. The chart below it is the average number waiting through each hour of the day, across the days that had any visitors. Busiest hours counts people arriving; this counts the queue they built up, which is the figure to staff to. A visit waits from joining until it is called, served or cancelled, and never past the end of the day it joined.
Breakdowns
The same measures as the cards, split up. Which tables you see depends on the view:
- By location — account view, once you have two or more locations. Every branch side by side for the same dates.
- By queue — a location’s view, when it has more than one queue.
- By service — a location’s view, when visitors choose a service as they join. Visits without one are grouped as No service.
- By team member — both views. The visits each person marked as served, and their average serve time. Visits served through the API are not credited to anyone, so this can add up to less than the total.
What is left out
- Visits you cleared from the waitlist, by hand or at closing time, are not counted as cancellations — the customer did not give up, you closed. The same goes for the walk-out rate on the overview.
- Visitors served straight from the waitlist, without ever being moved to Serving, are left out of the average serve time. Nobody recorded how long they took, so they are not counted as zero.
Appointments and revenue
Below the waitlist figures, the appointments section counts bookings by the time they started: how many were booked, completed, missed and cancelled. Bookings cleared at closing time are not counted as cancellations, the same as waitlist visits.
- By location in the account view, and by service and by resource in a location’s view.
- By team member, credited to whoever completed the booking, or failing that, whoever it was assigned to.
- Revenue is the waitlist visits served and appointments completed in the range, each at its service’s revenue figure, or its price when no revenue figure is set. Visits with no service, or a service with no price, add nothing. A chain trading in more than one currency gets a total per currency.
The waitlist figures above (wait times, busiest hours, the daily chart) are still waitlist visits only.
Which day a visit lands in
Days run from midnight to midnight in each branch’s own time zone. A chain spanning zones has each branch counted against its own local day rather than a shared one, and the totals are added up afterwards — so “Tuesday” means Tuesday in each shop. See time zones and local days.
Chains and restricted staff
Without a branch selected you get the whole business. Somebody restricted to particular branches gets the total for theirs rather than the chain’s, which is the honest answer to “how are we doing” for the shops they run.
Reading it usefully
- Watch the no-show rate. A rising one usually means waits are too long or your messages are not arriving — both fixable, and neither obvious from behind the counter.
- Compare joined against served. A widening gap is people giving up.
- Use the charts for rotas. Knowing that Thursday is always your worst day, and that it peaks after lunch, is worth more than any average. For how today compares, the account overview’s Today by hour sets each hour against the same weekday in recent weeks.
- Compare branches, not months. Two shops on the same week is a fairer comparison than one shop across a season — the By location table in the account view puts them side by side.
What is not here yet
There is no live statistics tab — the current counts are on the overview, and this page is for history.