Objective

You want to know what features are present in the new Insights experience in Coconut.

On each of the following three pages (Location, Staff and Service), the dashboard can be downloaded in PDF or CSV format.

Location

The Location dashboard provides near real-time insights about your organization’s location’s performance. Continue reading for more information on the elements present in this dashboard.

The Location dashboard view in Coconut

Filters

• Location Name

  • Choose different filtering options for your branches

• Location City

  • Choose all locations in one or more specific cities

• Service Name

  • Select which service names you want to see location data for

• Engagement Start Date

  • See the Time Interval Filter section

Metrics

• Total Engagement Volume

  • A total of your engagements combining both schedule and walk-in appointments

• % of Appointments in ongoing statuses

  • A percentage breakdown of your scheduled appointments by status

• % of Appointments in finalized statuses

  • A percentage breakdown of your completed appointments by status

• Average Wait Time

  • Average of the wait time metric for the selected time duration filter

    • Wait time measures the duration between when the client checks in and the engagement starts

  • Only applies to walk-in appointments

• Overall Average Handle Time

  • Shows the combined average handle time of both scheduled appointments and walk-in engagements

    • The overall average handle time of all engagements, regardless of engagement type

• Appointment Average Handle Time

  • Average of the handle time metric for the selected time duration

    • Handle time measures the duration between when the appointment was started and when it was moved to the Completed status

    • If the appointment was completed too late, Coconut uses the served_at timestamp to compute the average handle time metric, so that is a more accurate representation of the true handle time

• Walk-in Average Handle Time

  • Average Handle time for the selected duration for all walk-in appointments

Charts

• Appointment Booking Channels

  • A breakdown of the appointments booked by channel

• Appointment Meeting Methods

  • A breakdown of the appointment meeting methods chosen by clients in the appointment booking experience

Location Performance Overview

This table shows the summary of each location’s overall performance based on the metrics shown on this dashboard. Each location is ranked based on their engagement volume, engagement completion rates, cancellation and no-show rates, wait time, and handle time metrics. Based on these rankings, Coconut checks the location’s average ranking across the board. The location with the best average ranking receives the highest rank in the “Overall Rank” field.

Staff

The Staff dashboard provides real time insights about staff performance. Continue reading for more information on the elements present in this dashboard.

The Staff dashboard view in Coconut

Filters

• Staff Name

  • Choose different filtering options for your organization’s staff members

• Staff Group Name

  • This filter will have data if your organization has configured any Staff Groups in the Staff Groups navigation area

    • Learn how to create a new Staff Group here

• Staff Job Title

  • This filter will have data if your organization configures Job Titles while creating or importing Staff into Coconut

• Location Name

  • Choose different filtering options to see Staff data for specific branches

• Location City

  • Choose all locations in one or more specific cities

• Engagement Start Date

  • See the Time Interval Filter section

Metrics

• Top 10 Staff by Completed Appointments

  • Shows top 10 staff by completed appointments based on the selected filters

• Top 10 Staff by Completed Walk-Ins

  • Shows top 10 staff by completed walk-in engagements for the selected filters

• Utilization Rate by Staff

  • Shows utilization rate by staff, which can be sorted for most or least utilized

  • Staff utilization rate shows staff’s utilized availability

    • It represents the percentage of the staff member’s hours that are spent in appointments, walk-ins or personal busy blocks

• Average Handle Time by Staff

  • Average Service Duration is the average of the expected duration across the different types of services the staff member fulfilled engagements for

  • The % of Average Service Duration metric is calculated as ‘Average Handle Time divided by ‘Average Service Duration’

    • 100% is the ideal value for this metric

    • If the value exceeds 100%, the staff member is taking longer than expected on their engagements, whereas a value less than 100% indicates that the staff member is completing their engagements quicker than the service’s expected duration

Team Performance Overview

This section shows the summary of each staff member’s overall performance based on the metrics shown above. Each staff member is ranked based on the engagement volume - consisting of both appointments and walk-ins, their utilization rate, and their average handle time as a factor of the expected average service duration. Based on these rankings, Coconut checks the staff’s average ranking across the board. The staff with the highest average ranking receives rank 1 in the ‘Overall Rank’ field.

Service

The Service dashboard provides real time insights about your services. Continue reading for more information on the elements present in this dashboard.

The Service dashboard view in Coconut

Filters

• Service Name

  • Select service names to see related performance data

• Service Type

  • Select any Service Classification you have created to help group services for reporting and benchmarking purposes

    • See Service Classifications Overview for more details

• Location Name

  • Choose different filtering options for your organization’s branches

• Location Category

  • Select this filter if your organization used the Location Category field while creating or updating your locations

• Engagement Start Date

  • See the Time Interval Filter section

Metrics

• Appointment Volume by Service

  • Shows scheduled appointments by service for the selected filter options

• Walk-ins volume by Service

  • Shows walk-in engagement volume by service for the selected filter options

• Canceled Rate by Service

  • Shows the percentage of canceled engagements relative to the total number of booked engagements for each service

• No Show Rate by Service

  • Shows percentage of no-show engagements relative to the total number of booked engagements for each service

• Average Handle Time by Service

  • Shows the average handle time by service in context of the Expected Service Duration for the service

Time Interval Filter

Each Insights page shares the same date range selector. Picking an option from the dropdown populates the date ranges and runs the report. All date ranges are inclusive of start and end times selected.

Additional resources

For information on the current Insights experience available to all Coconut users, please review this article.