The Performance by Hour report helps queue-based businesses understand the hourly performance of their centers on selected days of the week. From this report, businesses can view the metrics shown in the table below.

  1. Click the Reports icon.

  2. Go to the Operational tab and click the Performance by Hour report.

    Alternatively, search for Performance by Hour and click the report.

  3. Select centers, date range, day of the week, and metrics.

  4. Click Refresh.

Metric

Description

Example

Scheduled

The total number of services, including completed, cancelled, no-shows, and walkouts, booked in a given hour.

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Serviced guests

The total number of guests served in a given hour.

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Online Check-In

The total number of guests checked in online in a given hour.

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In-store Check-In

The total number of guests checked in at the center in a given hour.

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Walkouts

The total number of guests marked as Left, No-Show, Cancel, Cancel Feel, or No-Show Fee in a given hour.

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Average Service Time (min)

The average duration of all services performed in a given hour.

Service S1 is done from 9 AM to 10:30 AM, Service S2 is done from 9 AM to 9:30 AM, and Service S3 is done from 10 AM to 12 PM.

Then the average service time:

between 9 AM and 10 AM = (60 min + 30 min)/2 = 45 min

between 10 AM and 11 AM = (30 min + 60 min)/2 = 45 min

between 11 AM and 12 AM = 60 min/1 = 60 min

Average Wait Time (min)

The average initial wait time for services booked in a given hour. Initial wait time is the wait time shown at the time of a guest’s check-in.

Guest 1 checks in at 8:15 AM for a service, and the initial wait time is 15 min.

Guest 2 checks in at 8:30 AM, and the initial wait time is 45 min.

Then, the average wait time between 8 AM and 9 AM = (15 + 45)/2 = 30 min.

Peak Wait Time (min)

The longest wait time for a guest in a given hour.

Guest 1 checks in at 8:15 AM, and the initial wait time is 15 min.

Guest 2 checks in at 8:30 AM, the initial wait time is 45 min.

Then, the peak wait time is 45 min.

Wait Time # (over 15 mins)

The total number of instances in a given hour where the initial wait time is more than 15 min.

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Wait Time # (over 30 mins)

The total number of instances in a given hour where the initial wait time is more than 30 minutes.

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Floor Hours

The total floor hours of clocked-in employees in a given hour.

Floor hours = (Total floor minutes of clocked-in employees)/60

Stylist A clocks in from 9 AM to 9:45 AM and from 10:15 AM to 12 PM.

Stylist-B clocks in from 9 AM to 9:30 AM and from 10 AM to 11 AM.

Then the total floor minutes between 9 AM and 10 AM = 45 min of Stylist-A + 30 min of Stylist-B

= 75 min

The total floor hours = 75/60 = 1.25

Time Spent on Servicing Guests(%)

The percentage of total time spent by all employees serving guests in a floor hour.

Between 9 AM and 10 AM, Stylist-1 spends 50 min serving guests, and Stylist-2 spends 30 min serving guests.

Total floor hours = 60 + 60 = 120 min

Then the time spent on serving guests % = (50 + 30)/ 120 X 100 = 66.6%

Guests Serviced/Floor Hour

The average number of guests served by all employees for a floor hour.

Between 9 AM and 10 AM, Stylist-1 served two guests for 60 min, Stylist-2 served two guests for 60 min and Stylist-3 served one guest for 30 min. The total floor hours = (60 + 60 + 30)/60 = 2.5

Guests serviced/Floor Hour = (2+2+1)/2.5 = 2

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