Using Business Intelligence Canned Reports : Report Parameters : Queue and Waiting Time reports
  

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.