The Dashboard provides real-time and historical information on user activity and performance.  Your account must have permission to access the Dashboard page. There are six tabs in the Dashboard, that display various analytics, which are detailed below.

  

To Access the Dashboard/Analytics

  1. In the menu, go to Reporting > Dashboard

Current Activity

Displays service activity information by location, for the current day.


Staff Availability Number of users signed in, grouped by status.
Service Lobby Total requests that are pending and in-service.
Service Levels Total number of completed requests and average service times.
Wait Time Completed requests, grouped by customer wait time.
Visits by Hour Completed requests by hour.
Services Provided Completed services, grouped by description.
Activity by Queue Completed services, grouped by queue.


    Open Requests

    Displays check-ins waiting for service, and In-service requests by location, for the current day. 

     

    Closed Requests 

    Displays a list of completed service requests. The current day's requests are displayed by default, but the user may perform a search by location, date, and/or Queue. Each closed request displays:

    • Date of Service
    • Customer Name
    • Service Provided
    • User Assisted by
    • Time In
    • Time Seen
    • Time Left
    • Status

     

    Employee Performance

    Displays the total number of completed service requests for each user, as well as total service time, and number of services handled. Search may be performed by location, date, and/ or user. Performance for the current day is displayed by default. Completed service requests, and total service time completed (in minutes) are also displayed in graph format.

     

    Service Levels

    Displays in graph format, the total number of visits (shown in 30 minute intervals), and a breakdown of each service provided. Also displays the number of check-ins completed and abandoned, the total number of services provided, as well as the average wait times and service times. Service levels also details the number of requests that were assisted within 0-10 minutes, 11-15 minutes, and +16 minutes of check-in. Average wait and service times are displayed in hh:mm:ss format.

     

    Services Provided

    Displays in graph format, the total number of services completed and abandoned, by service description. Also displays location, service provided, number of services completed, and number of services abandoned, in line detail. Search may be performed by location, date, and/or queue type.