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

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.