Using Business Intelligence Canned Reports : Report Parameters : Overview reports
  

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.
Skärmurklipp
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.
Skärmurklipp
Skärmurklipp
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.