Reach and insight
Reading your analytics
Six numbers worth acting on, and one that catches everybody out.
The numbers
Analytics tab
| Control | What it does |
|---|---|
| Served | Customers you finished with in the selected window. Counts completed visits only. |
| Average wait | From joining the queue to being called. This is the number your customers actually feel. |
| Average service time | From being called to being completed. Compare it against the service time you set — if they disagree, your wait estimates are off. |
| Show rate | The share of people who were still there when called. A falling show rate usually means waits got long enough that people gave up. |
| Peak hour | Your busiest hour across the window. Useful for deciding when a second pair of hands pays for itself. |
| Per provider | Served count and average service time for each member of staff, when you run multiple lanes. |
Served
Customers you finished with in the selected window. Counts completed visits only.Average wait
From joining the queue to being called. This is the number your customers actually feel.Average service time
From being called to being completed. Compare it against the service time you set — if they disagree, your wait estimates are off.Show rate
The share of people who were still there when called. A falling show rate usually means waits got long enough that people gave up.Peak hour
Your busiest hour across the window. Useful for deciding when a second pair of hands pays for itself.Per provider
Served count and average service time for each member of staff, when you run multiple lanes.
There are two different served numbers, and they will not match
The count on your queue tab is a lifetime total that never resets, and it counts both customers you completed and customers marked as no-shows. The Served figure on the analytics tab counts completed visits only, inside the window you selected. Both are correct. They answer different questions, so do not try to reconcile them.
Using it
The one habit worth forming: once a week, compare your measured average service time against the figure you entered in Settings. That single number drives every wait estimate and every Get Ready alert, so keeping it honest quietly improves everything a customer sees. Pick your window from the range selector — a longer window smooths out an unusual day.