Orchestra Business Intelligence User Console Basics : Business Intelligence Calculations : Marks
  

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.