Managing the day

Insights

How many came, how many were served, how long they waited, and when you are busiest. This page walks owners and managers through the Insights overview and each of its five detail pages, and explains exactly what every number counts.

What Insights is for#

Insights turns your visits into a picture of how your days went. It answers questions such as "are people waiting longer than last week?", "which hour should I put a second person on the desk?", "why are so many people not turning up?" and "how long does a colour really take, compared with what our menu says?".

It has six pages, which share one period:

• Overview — the period at a glance, every number linked.
• Waits — every line, how long people waited.
• Busy times — by hour and day, and visits by line.
• Outcomes — how visits ended, day by day.
• Desks & people — served, service time and no-shows per desk.
• Services — what people come for, and how long each takes.

Insights counts the same visits, by the same rules, as the Visits report. Insights is the summary; Visits is the list. Press almost any number, bar, slice or square and Visits opens filtered to exactly the visits it counted — so you can always see who is behind a figure.

Open Insights#

1. Sign in to the staff app at business.linemeup.in.
2. In the sidebar, under Business, choose Insights.
3. The Overview opens. On a computer or tablet the other pages are tabs across the top: Overview, Waits, Busy times, Outcomes, Desks & people and Services.
4. On a phone there are no tabs: scroll to More in Insights at the foot of the page and choose a page from the list.

On a detail page, ‹ Insights above the title takes you back to the Overview, keeping your period. The All visits button at the top right opens the Visits report for the same period and filters.

Choose the period#

1. Find the period switch at the top of the page (beside the title on a computer, full width under it on a phone).
2. Choose Today, 7 days or 30 days.
3. Every number and chart on the page changes. The period stays the same as you move between the six pages.

Every period ends today, and today is not over, so Insights compares like with like. The sentence at the top says the days covered and "So far, to" the current time. Each comparison is cut at the same point:

• Today is compared with the same weekday last week, by this time — "vs last Tuesday by this time".
• 7 days is compared with the 7 days before, to this time.
• 30 days is compared with the 30 days before, to this time.

Insights has these three periods only — there is no custom range. To look at particular dates, a month, or further back, use the Visits report, whose totals are counted the same way.

Filter a detail page#

The Overview always shows the whole business you can see, and has no filters. Each detail page has a filter bar under the tabs:

1. Press a filter, such as Lines.
2. Tick one or more. Each line, desk, person or service is drawn as it is everywhere in the app, and long lists have a search box.
3. The numbers change straight away, under the open list.
4. Press the × on a chip to remove that filter, or Clear filters to remove them all. The period stays.

Your filters travel with you between tabs, but each page keeps only the filters it uses: a filter a page does not take is dropped rather than quietly applied where you cannot see it. The period and filters are part of the page's address, so you can bookmark a view, send it to another owner or manager, or press your browser's Back button to undo a change.

Read the Overview#

The sentence at the top says the days covered and how many visits they had, from how many customers — for example "248 visits, from 231 customers". A visit belongs to the day it was for: a booking's time, or when somebody joined. The sentence is a link to all those visits.

The four tiles#

Each tile shows its change against the period before (for example "+12 vs the 7 days before, to this time") and, on a wide screen, a small line of the period's hours or days. A change in service time is shown in a neutral colour: longer is not worse. Press a tile to open its visits.

Under the tiles, a short note says who is left out of which number: the people who left before being called (those who gave up their place and those removed by a desk) have no wait, and those still waiting when the day closed were never called. Each is a link to those people.

The cards below#

• Visits today so far (or Visits over these 7 days / 30 days, so far) — each hour or day, with the period before as a dashed line. Use What to show to switch between Visits, Served and No-shows. Hours still to come are left as a gap, not drawn as zero. Press an hour or day to open its visits.
• How visits ended — the served share as a gauge ("of ended visits") and one bar split by outcome. Press a part to open those visits, or Outcomes, day by day to go to the Outcomes page.
• Visits by line — each line's share as a ring, the five biggest named and the rest folded together. Press a line to open its visits. Wide screens only.
• When you're busy — people who joined a line, by the hour they joined, with quiet hours kept as zero so you can see the lunchtime dip. For an owner it spans your opening hours; bookings nobody checked in for are not here. Wide screens only.
• Where people wait longest — lines by average wait, the longest five first; All … lines shows the rest. A line where nobody has been called yet says No wait yet.
• Desks — the 3 desks that served the most, with Show all … desks for the rest. Average service and no-shows for every desk are on Desks & people.

See where and when people wait: Waits#

How long people waited from joining a line to being called, and where and when it was longest. A wait only exists for someone who was called, so this page counts only the people who were called — the sentence at the top says how many, and is a link to them.

The tiles:

• Avg wait (on Today, Avg wait today).
• Longest line — the line with the longest average wait. On 7 or 30 days there is also the Longest day or Longest 5-day block; on Today, the Longest hour.
• Waited 30 min or more — how many, and what share of the people called.
• Left before being called — gave up or were removed; not in the average wait.
• People called — the people the averages are made from.

The charts and table:

• This period against the one before — the average wait each hour, day or 5-day block, with the period before as a dashed line.
• Wait by line, day by day (or hour by hour, or block by block) — one line on the chart per line: the five with the longest average wait, or the lines you chose in the filter.
• Wait by line — a table, longest first: Called, the range of the average wait across the period, the average, Waited 30 min+, and Service time (the middle of the line's visits, with its typical range, shown once 10 visits are timed). All … lines and Show the five longest switch between the top five and every line.
• By the hour people joined — the average wait for each hour of the day, all days together (7 and 30 days only).
• Walk-ins and bookings — the average wait for each. A breakdown, not a filter.
• How long people waited — everyone called, in bands: under 5 minutes, 5 to 10, 10 to 20, 20 to 30, 30 to 45, and 45 minutes or more. An average hides the long waits; this does not.

Plan staff for the rush: Busy times#

When people come — by day, by hour and by line — so you can put people at desks before the rush.

The tiles change with the period:

• On Today: Joined so far, Busiest hour, Walk-ins (their share, and how many were bookings) and Joined per hour.
• On 7 days or 30 days: Busiest day (or Busiest 5 days), Busiest hour, Walk-ins and Visits per open day — counted over full days you were open, with today left out.

The charts:

• Each day, hour by hour — a grid of days and hours; the darker the square, the more people joined. On 30 days each row is a weekday, averaged over the days you were open, with today left out. Closed days are hatched and marked Closed; hours still to come read Later today. Press a square to open its visits. (7 and 30 days only.)
• Visits each day — walk-ins and bookings stacked for each day, or each 5-day block on 30 days. (7 and 30 days only.)
• Busiest hours — people who joined, by hour, with a dashed mark for the period before.
• Each weekday — the average visits on each weekday you opened, against the 30 days before. (30 days only.)
• Walk-ins and bookings — every visit in the period, by how it came in. A booking counts on the day it was for.
• Each line's busy hours — a small chart for each line. Each chart fits its own busiest hour, so compare the shape, not the height. Shown when you have more than one line.

Understand how visits ended: Outcomes#

How every visit ended: served, gave up their place, removed by a desk, a no-show, still waiting when the day closed, or in a line now. The lead sentence sums it up, for example "18 of 240 ended visits were not served (8%)".

The tiles are Served, No-show rate, Gave up their place, Removed by a desk and Still waiting at closing.

The charts:

• How visits ended, step by step — each hour, day or 5-day block, stacked by outcome. Press a step to open its visits.
• No-show rate — each step's no-shows out of the people called then, with the period before dashed.
• By line — each line's visits by how they ended, most visits first, with its no-show percentage.
• No-shows by desk — most no-shows first, with the percentage of everyone each desk called. A desk counts only the people it called; nobody who left before being called belongs to a desk.
• When people gave up — everyone who left a line themselves, by when their visit was for, and how many desks removed besides.
• Who gave up, by line — the five lines with the most, the rest folded together.

Use the All / Walk-ins / Bookings switch to see, for example, whether booked customers miss their call more often than walk-ins.

See each desk's and each person's work: Desks & people#

Who served whom: every desk and every person, what they served and how long a service took. A visit counts for the desk that finished it, and for the person on that desk at the time — on a shared desk, whoever was on it.

• Tiles — Desks that served, Served and Avg service.
• Desks table — each desk's Lines, served, average service, no-shows (out of the people that desk called) and First call: when it called its first person, or over several days the typical time. Sort by served or by no-shows.
• Served by desk, hour by hour, day by day or in 5-day blocks — a grid shaded by how many each desk served.
• Served by desk, against the period before — paired bars for the busiest desks.
• How long a service takes, by desk — each desk's average, in one neutral colour, with a grey tick for the period before. A longer or shorter service is neither good nor bad.
• People table — each person's Desks they worked, served, and service time (the middle of their timed visits with the typical range, shown from 10 visits). Always sorted by how many they served, never by speed.

Press a desk's or person's name, or any number, to open their visits. Arriving from a link that names one desk or one person adds a Desks or People chip to the filter bar, which you can remove with its ×.

Compare your services: Services#

What people came for: how many visits chose each service, how they ended, how long people waited and how long the service really took. The sentence at the top says how many visits chose a service, and how many more had none because the line was chosen directly.

• Most chosen services — the ten most chosen, most first.
• Time against the set time — each service's middle (median) time, with the duration your menu sets as a tick. Over or under it is neither good nor bad.
• No-shows by service — of the people each service called, the share who did not come.
• Services table — Visits, Served, No-shows, Avg wait, Service time, Set time and Not timed. Show all services and Show the top 10 switch between the two views.

Open the visits behind a number#

1. On any Insights page, press a number, a bar, a slice of a ring, a square of the grid or a row of a table.
2. The Visits report opens with the same period and filters, plus the number's own narrowing — a status, an hour, a line, a desk, a person or a service.
3. Read the list, open a visit to see its trail, or press Export CSV to take that exact set away.
4. Press your browser's Back button to return to Insights where you were.

Because both pages count the same visits by the same rules, the total on the Visits report always matches the number you pressed.

What each plan includes#

The Overview is on every plan. These are the plans as listed on Pricing:

Pro and Premium reach further back — 90 days and 12 months — in the Visits report, which is where to look at older periods.

When a page is empty or does not load#

• No visits yet. on the Overview — each part of the page fills in as people join and are served; until then each card says what it is waiting for. A new business can press Add a visit or Open the Waitlist to see the whole loop.
• No one was called in this period on Waits — waits count only people who were called. Choose a longer period, or look at the Live Board for who is waiting now.
• Nothing matches these filters — press Clear filters.
• Your insights didn't load. (or waits, busy times, outcomes) — check your connection, then press Try again. The Live Board and the Waitlist keep working while a report is down.
• A number looks low for today — remember that today is "so far", compared with the same point of the period before.