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Analytics - Glossary of terms

Below is the list of all terms used within our analytics dashboards with relevant definition.


If you require any more information or you believe a definition needs further explanation, please contact analytics@qudini.com


Queue Tab

Metric / Dimension*

Definition

All

Solution*

The type of queue or event management product provided by Qudini

Walk-ins

Walk-ins Added

The number of customers added in the queue management solution

Walk-ins

Served

The number of Walk-ins Added that resulted in a customer being successfully served

Walk-ins

Walkouts

The number of Walk-ins Added that resulted in either customers deleting themselves from the queue or staff deleting customers from the queue

Walk-ins

No Shows

The number of Walk-ins Added that resulted in a customer marked as not showing up for the service

Walk-ins

Walkouts and No Shows (WNS)

The number of Walk-ins Added that resulted in the customer being marked as Walkout or No Show

Walk-ins

Service Incomplete

The number of Walk-ins Added that resulted in a customer not being completed but was neither a No Show or Walkout. This includes customers who were left in queues overnight

Walk-ins

% Walk-ins Served

The number of Walk-ins Added that were successfully served divided by the number of customers added in

Walk-ins

Active Venues

A LIVE venue with at least one transaction within a selected date range

Walk-ins

Scheduled Staff

The maximum number of staff available for a selected period ( note: This number also includes where staff is only available one day or less for a selected period. This number does not include 'Always Available' staff.)

Walk-ins

Walk-ins Status

Depicts the various states of the customer after joining the queue. A customer is either in Served, Walkouts or No Shows, or Service Incomplete

Walk-ins

Wait Time (mins)

Among those served, the average minutes a customer waited in the queue prior to being served.

Walk-ins

Serve Time (mins)

Among those served, the average minutes a server takes to service a customer

Appointments

Appointments Due

The number of customers that have booked an appointment in the Appointments solution

Appointments

Served

The number of appointments that resulted in a customer being successfully served

Appointments

Cancelled and Appointment No Shows (CNS)

The number of appointments that resulted in being marked with a status of Cancelled or Appointment No Shows

Appointments

Cancelled

The number of appointments that resulted in either customers deleting themselves from the queue or staff deleting customers from the queue

Appointments

Appointment No Shows

The number of appointments that resulted in a customer marked as not showing up for the service

Appointments

Service Incomplete

The number of appointments that resulted in a customer not being completed but was neither a No Show or Walkout. This includes customers who were left in queues overnight

Appointments

% Appointment Served

The number of appointments that were successfully served divided by the number of appointments due

Appointments

Active Venue

A LIVE venue with at least one appointment transaction in a selected date range

Appointments

% Booked 7 Days Prior to Appointment

Among all appointments scheduled, the percentage of appointments that were booked within 7 days before their scheduled appointment date

Appointments

Cancelled on the day of the appointment

Of those cancelled, the number of cancellations that occurred on the day of the scheduled appointment

All

Live Venues

A venue whose access state is "LIVE" (instead of 'Deactivated' or 'Suspended')

Assignments

Assignments

The number of jobs or assignments that was requested by customers for servicing in the Assignments solution

Assignments

Finished

The number of assignments that were completed by the servers and resulted in a customer being called back to retrieve the good or service

Assignments

Removed

The number of assignments that were not completed by the servers because the customer removed the request from the service queue

Assignments

Customer Retrieved

The number of assignments that were completed successfully by the servers, resulted in a customer being called back to retrieve the good or service, and the customer successfully returned to retrieve the good or service

Assignments

No Show

The number of assignments that were completed successfully by the servers, resulted in a customer being called back to retrieve the good or service, but in which the customer failed to return.

Assignments

Unmarked

The number of assignments that were completed successfully by the servers, resulted in a customer being called back to retrieve the good or service, and in which the server failed to record whether a customer returned or not to retrieve the good or service

Assignments

Pending Time (mins)

Among those who enter each stage in the process, the average duration in minutes between a job or assignment request entering the system and when a server starts the service

Assignments

Execution Time (mins)

Among those who enter each stage in the process, the average duration in minutes between a server starting to service a job or assignment and when servicing is completed

Assignments

Processing Time (mins)

Among those who enter each stage in the process, the average duration in minutes between a job or assignment entering the system to when servicing is completed

Assignments

Retrieval Time (mins)

Among those who enter each stage in the process, the average duration in minutes between the completion of a job or assignment to when a customer returns to collect their item or service

Assignments

Footfall Time (mins)

Among those who enter each stage in the process, the average duration in minutes between a job or assignment entering the system to when a customer returns to collect the item or service

Activity

Live Venues

A venue whose access state is "LIVE" (instead of 'Deactivated' or 'Suspended')

Activity

Active Venues

A LIVE venue with at least one transaction in a selected date range

Activity

Total Users

The number of staff members with a Qudini login in a selected date range

Activity

Active Users

The number of staff members with a Qudini login with at least one transaction in a selected date range

Activity

Scheduled Staff

The maximum number of staff available for a selected period ( note: This number also includes where staff is only available one day or less for a selected period. This number does not include 'Always Available' staff.)

Activity

Always Available Staff

The number of staff that were marked as 'Always Available' within the schedule of a selected period (i.e.no specific shift times are inputted for these users)

Activity

% Live Venues Active

The share of Live Venues with at least one transaction in a selected date range

Activity

% Users Active

The share of Total Users with at least one transaction in a selected date range

Activity

% Scheduled Staff Active

The share of Scheduled Staff with at least one transaction in a selected date range

Activity

% Always Available Staff Active

The share of Always Available Staff with at least one transaction in a selected date range

Activity

Total Transactions

The number of transactions across all available solutions

Activity

Success Transactions

The number of transactions across all available solutions that resulted in the successful servicing of a customer

Activity

Unsuccessful Transactions

The number of transactions across all available solutions that resulted in an unsuccessful attempt to service a customer

Activity

Service Incomplete Transactions

The number of transactions across all available solutions that resulted in a customer service request not being completed but was neither a No Show or Walkout. This includes customers who were left in queues overnight

Activity

Walk-ins Added

The number of customers added in the queue management solution

Activity

Appointments Due

The number of customers that have booked an appointment in the Appointments solution

Activity

Assignments

The number of customer jobs or assignments that were requested for servicing in the Assignments solution

Activity

Event Registrations

The number of registrations for events in the Events solution

Activity

WNS Rate (% Walk-ins WNS)

The number of Walk-ins Added that were NOT successfully served divided by the number of customers added in

Activity

CNS Rate (% Appointments Due that Cancelled)

The number of appointments that were NOT successfully served divided by the number of appointments

Activity

Removed Rate (% Assignments that were cancelled)

The number of assignments that were NOT completed in the process due to the assignment being removed (either by the system or the the customer) divided by the number of assignments

Activity

Event Attendance Rate (% Event Registrations that Attended)

The number of registrations that successfully attended the event divided by the number of registrations

Advisor

Total Users

The number of staff members with a Qudini login in a selected date range

Advisor

Active Users

The number of staff members with a Qudini login with at least one transaction in a selected date range

Advisor

Scheduled Staff

The maximum number of staff available for a selected period ( note: This number also includes where staff is only available one day or less for a selected period. This number does not include 'Always Available' staff.)

Advisor

Always Available Staff

A user within Qudini that has been defined as someone who does not require shift times to be entered as they are available though out all operating hours

Advisor

Active Venues

A LIVE venue with at least one transaction in a selected date range

Advisor

Breaks

The number of non-work related activities by staff in a selected date range

Advisor

% Users Active

The share of Total Users with at least one transaction in a selected date range

Advisor

% Scheduled Staff Active

The share of Scheduled Staff with at least one transaction in a selected date range

Advisor

% Always Available Staff Active

The share of Always Available Scheduled Staff with at least one transaction in a selected date range

Advisor

Shift Minutes

Total Shift duration in minutes

Advisor

Breaks (mins)

Total breaks duration in minutes

Advisor

Serve Time (mins)

Total Serve duration in minutes

Advisor

Expected Serve Time (mins)

Total Expected Serve duration in minutes

Advisor

Remaining Available Time (mins)

Shift Minutes - Serve Time (mins) - Breaks (mins)

Advisor

Shift Hours

Total Shift duration in hours

Advisor

Breaks (hours)

Total breaks duration in hours

Advisor

Serve Time (hours)

Total Serve duration in hours

Advisor

Expected Serve Time (hours)

Total Expected Serve duration in hours

Advisor

Remaining Available Time (hours)

Shift Hours - Serve Time (hours) - Breaks (hours)


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