In this article
Objective
Insights enables organizations to quickly access data and review trends across staff, services, and locations. Understanding the Insights Overviews and individual breakdowns (reports) will enable you to make data-informed decisions at your organization.
Reference
Overviews
Overviews provide summative data for a selected time period based on either Appointments or Walk-ins.
Appointments Overview
The Appointments Overview shares appointment highlights, trends and leaderboards for your organization.
Review a sample of appointments metrics in the Appointments overview
Understanding the data presented
Note: The Total Appointments on the top left includes archived locations.
Line chart of appointments shows the trends of appointments by status over the time period
Each value in the chart is the count of appointments across all locations
Appointments per location is the average number of completed appointments across all locations
Archived locations are not included
Appointments per staff is the average number of completed appointments per staff
Only service performers are included (staff with service assignments)
Archived staff are not included
Average lead time for booking is the average amount of time in advance an appointment is booked
Back-filling appointments in past days will decrease this number because the lead time is negative for those appointments
Visibility of the overview page is limited to Admins only
Appointment selection includes appointments where the start date of the appointment is in the time interval selected
Both group and 1-on-1 appointments are included
Most utilized locations shows the top 5 locations based on the number of appointments per service provider (staff with services assigned at that location)
Most booked staff shows the top 5 staff based on their number of completed appointments
Managers see only staff who work at locations where the manager is assigned
Most popular services shows the top 5 services based on the number of appointments for that service
Walk-ins Overview
The Walk-ins Overview shares walk-ins highlights, trends, and leaderboards for your organization’s lobbies.
Review a sample of walk-in metrics in the Walk-Ins overview
Understanding the data presented
Line chart of walk-ins shows the trends of walk-ins by status over the time period
Each value in the chart is the count of walk-ins across all locations the viewer is assigned to, or all locations when it is an admin
Average wait time includes the wait time for all Completed and In Progress walk-ins across all locations
Average handle time includes the handle time for all completed walk-ins
Average abandonment time is the average amount of time between when a client is added to the lobby to when they are set to abandoned
This only includes walk-ins set to abandoned
Busiest locations shows the top 5 locations based on the number of completed walk-ins per staff at that location
Only service performers are included (staff with service assignments)
Busiest walk-in staff shows the top 5 staff based on their number of completed walk-ins
Archived staff are not included
Most popular walk-in services shows the top 5 services based on the number of completed walk-ins for that service
Archived services are not included
Visibility of the overview page is limited to managers and admins
Walk-ins selection includes walk-ins where the start date of the walk-in is in the time interval selected, except for average abandonment time, which uses the created date of the walk-in
Statuses
Waiting: Walk-ins that have joined the queue, but have not yet begun their engagement
Abandoned: Walk-ins that joined the queue and were later set to abandoned (no engagement took place)
Completed: Walk-ins that joined the queue and completed their engagement
Cancelled: Walk-ins that joined the queue and were later set to cancelled (no engagement took place)
Branch Busy Times
Branch Busy Times provides insights related to customer traffic, filtered by location and further refined by selecting a specific time period and specific services.
Customer Traffic Insights help identify branch busy times
Reports/Breakdowns
Insights are available for appointments, lobby walk-ins, and engagements.
Appointments
Appointment insights are further broken down by the following data points.
By Location
Compare location performance by the number of appointments at each location.
Item | Description |
Status Columns | Count of appointments by status per location Total column is all appointments for all statuses |
Visibility | Matches access policies Staff and Manager roles see only their locations Admins see all staff All location visibilities display (public, private, invite-only) Archived locations not displayed |
Appointment selection | Includes appointments where the start date of the appointment is in the time interval selected Both group and 1-on-1 appointments are included |
By Service
See how popular each service is, and identify potential problem services.
Item | Description |
Status Columns | Count of appointments by status per service Total column is all appointments for all statuses |
Visibility | Matches access policies Staff roles see services they perform and counts of those appointments at their locations Managers roles see see all services and counts of those appointments at their locations Admins see all services across all locations All service visibilities display (public, private, invite-only) Archived services not displayed |
Appointment selection | Includes appointments where the start date of the appointment is in the time interval selected Both group and 1-on-1 appointments are included |
By Staff
Easily see your staff performance by appointment status.
Item | Description |
Time in Appointments | Sum of time across all Completed appointments for each staff member |
Time in Busy | Sum of the time across all busy blocks (external events such as those from Outlook or GSuite and busy events created in Coconut) |
Status Columns | Count of appointments by status per staff Total column is all appointments for all statuses |
Visibility | Matches access policies Staff roles only see themselves Managers see all staff at the locations they are assigned Admins see all staff members Archived staff not displayed |
Appointment selection | Includes appointments where the start date of the appointment is in the time interval selected Both group and 1-on-1 appointments are included |
Appointments with Multiple Staff
Review appointments where multiple staff were engaged.
Item | Description |
Time in Appointments | Sum of time across all Completed appointments for each staff member |
Status Columns | Count of appointments by status per service Total column is all appointments for all statuses |
Visibility | Matches access policies Staff roles see services they perform and counts of those appointments at their locations Managers roles see see all services and counts of those appointments at their locations Admins see all services across all locations All service visibilities display (public, private, invite-only) Archived services not displayed |
Appointment selection | Includes appointments where the start date of the appointment is in the time interval selected Both group and 1-on-1 appointments are included |
By Booker
Track your staff’s adoption of Coconut through the number of appointments they book.
Item | Description |
Status Columns | Count of appointments that a staff booked by status |
Visibility | Matches access policies Staff roles only see themselves and the appointments in the Other category for their locations Managers see all staff at the locations they are assigned and the appointments in the Other category for their locations Admins see all staff and the Other category Archived services not displayed |
Appointment selection | Includes appointments where the start date of the appointment is in the time interval selected Both group and 1-on-1 appointments are included |
By Channel Booked
Track channel usage within Coconut through the number of appointments booked for each.
Item | Description |
Status Columns | Count of appointments booked through the channel by status |
Visibility | Matches access policies Staff roles only see their appointments for their locations Managers see all appointments at the locations they are assigned Admins see all appointments |
Appointment selection | Includes appointments where the start date of the appointment is in the time interval selected Both group and 1-on-1 appointments are included |
By Meeting Method
Quickly determine which meeting methods receive the most appointment bookings.
Item | Description |
Status Columns | Count of appointments by status per service Total column is all appointments for all statuses |
Visibility | Matches access policies Staff roles see services they perform and counts of those appointments at their locations Managers roles see see all services and counts of those appointments at their locations Admins see all services across all locations All service visibilities display (public, private, invite-only) Archived services not displayed |
Appointment selection | Includes appointments where the start date of the appointment is in the time interval selected Both group and 1-on-1 appointments are included |
Appointments Pivots
In addition to base insight reports, pivots to review combinations of appointments-related data are available.
Pivot | Description |
Appointments by Service and Location | Break down a location’s performance by service |
Appointments by Staff and Location | Compare a staff member’s appointments across their different location assignments |
Appointments by Staff and Service | Break down a staff’s engagements across their different service assignments |
Locations
Location insights are further broken down by the following data points.
Walk-ins by Location
Compare location performance through how busy their lobbies are.
Item | Description |
Average wait time | Average of wait time for Completed and In Progress walk-ins for this location |
Max wait time | The longest wait time for Completed and In Progress walk-ins for this location |
Status Columns | Count of walk-ins by status per location Total column is all walk-ins of all statuses |
Visibility | Matches access policies across Coconut Staff and Manager roles only see their locations Admins see all staff All location visibilities are shown (public, private, invite-only) Archived locations are not shown |
Walk-in selection | Includes walk-ins where the created date of the walk-in is in the time interval selected for Waiting, Abandoned, and Canceled walk-ins, and where the start date of the walk-in is in the time interval selected for Completed walk-ins |
Walk-ins by Service
See how popular each service is as a walk-in, and identify potential problem services.
Item | Description |
Average handle time | Average of handle time (length of the walk-in, from the start time to the finish time) for completed walk-ins for this service |
Max handle time | the longest handle time (length of the walk-in, from the start time to the finish time) for completed walk-ins for this service |
Status Columns | Count of walk-ins by status per service Total column is all walk-ins of all statuses |
Visibility | Matches access policies across Coconut Staff roles only see services they perform and counts of those walk-ins at their locations Managers see all services and counts of those walk-ins at their locations Admins see all services across all locations All services visibilities are shown (public, private, invite-only) Archived services are not shown |
Walk-in selection | Includes walk-ins where the created date of the walk-in is in the time interval selected for Waiting, Abandoned, and Canceled walk-ins, and where the start date of the walk-in is in the time interval selected for Completed walk-ins |
Walk-ins by Staff
Easily see your staff performance by walk-in engagement.
Item | Description |
Time in Walk-ins | Sum of time across all completed walk-ins for each staff member |
Average Handle Time | Average of walk-in durations for all completed walk-ins for each staff member |
Status Columns | Count of walk-ins by status per staff Total column is all walk-ins of all statuses |
Visibility | Matches access policies across Coconut Staff roles only see themselves Managers see all staff at the locations they are assigned Admins see all staff members Archived staff are not shown |
Walk-in selection | Includes walk-ins where the created date of the walk-in is in the time interval selected for Waiting, Abandoned, and Canceled walk-ins, and where the start date of the walk-in is in the time interval selected for Completed walk-ins |
By Channel
Track channel usage within Coconut through the number of walk-ins for each.
Item | Description |
Status Columns | Count of walk-ins booked through the channel by status |
Visibility | Matches access policies Staff roles only see their walk-ins for their locations Managers see all walk-ins at the locations they are assigned Admins see all walk-ins |
Walk-in selection | Includes walk-ins where the start date of the appointment is in the time interval selected |
By Meeting Method
Quickly determine which meeting methods receive the most walk-ins.
Item | Description |
Status Columns | Count of walk-ins by status per service Total column is all walk-ins for all statuses |
Visibility | Matches access policies Staff roles see services they perform and counts of those walk-ins at their locations Managers roles see see all services and counts of those walk-ins at their locations Admins see all services across all locations All service visibilities display (public, private, invite-only) Archived services not displayed |
Walk-in selection | Includes walk-ins where the start date of the walk-in is in the time interval selected |
Engagements
Engagement insights are further broken down by the following data points.
Engagements by Location And Staff
Review appointments and walk-ins combined at each location, broken down by staff member.
Item | Description |
Status Columns | Count of appointments by status per service Total column is all appointments for all statuses |
Visibility | Matches access policies Staff roles see services they perform and counts of those appointments at their locations Managers roles see see all services and counts of those appointments at their locations Admins see all staff members across all locations All location visibilities display (public, private, invite-only) Archived locations not displayed |
Appointment selection | Includes appointments where the start date of the appointment is in the time interval selected Both group and 1-on-1 appointments are included |
Engagements by UTM Parameters
Determine your most successful UTM campaigns, based on appointment status.
Item | Description |
UTM Parameter | Displays the current UTM parameter, as selected from the drop-down |
Status Columns | Count of appointments by status per service Total column is all appointments for all statuses |
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.
Time Interval | Description |
Yesterday | Previous calendar day from 12:00am to 11:59pm |
Last week | Monday of the previous week at 12:00am to Sunday at 11:59pm |
Last month | First day to the last day of the previous month |
This month | First day to the last day of the current month |
This year to date | January 1st of this calendar year to the current date, inclusive |
This quarter | Q1 = January 1 to March 31 |
Last quarter | First day to the last day of the previous quarter, inclusive |
Last year | January 1st to December 31st of the previous calendar year, inclusive |
Next week | Monday of next week at 12:00am to Sunday of next week at 11:59pm |
View Reports by Counts or Percentages
Counts are useful to find popular and busy locations, services, and staff; however, it is often the distribution of engagement statuses that provide useful insights. To support discovering locations, services, and staff that have higher proportions of cancellations, for example, each report has the option to view the data by counts or by percentage. At the bottom left of the data table, simply change the drop-down from Show Counts to Show Percentages.
Show Percentages will show the distribution of engagements across the statuses for that resource. For example, in Appointments by Location, a location with 10 Confirmed, 180 Completed, 5 No Show, and 5 Canceled would show the percentages of the 200 total appointments - 5% Confirmed (10/200), 90% Completed (180/200), 2.5% (5/200) No Show, and 2.5% (5/200) Canceled.