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Analytics, Heatmaps & Reports

Analytics & Reports (/admin/analytics) turns your anonymous queue telemetry into actionable insights for staff scheduling, counter allocation, and service optimization.

Scoping & Date Range Presets

Use the top toolbar to slice your data dynamically:

  • Date Range Presets: Today, Last 7 Days (7D), Last 30 Days (30D), or Max History (up to 30, 90, or 365 days depending on your subscription tier).
  • Waiting Area Filter: View aggregated metrics across the entire location or drill down into a single Waiting Area.
  • Service Desk Filter: Isolate performance metrics for a specific counter or consultation room.

Key Metrics & Visualizations

1. Core KPI Cards

  • Total Visitors
  • Served Tickets
  • No-Show Rate (%)
  • Average Wait Time
  • Average Serving Time

2. Visitor Volume Trend Chart

Tracks daily or hourly visitor throughput over your selected period, comparing completed (Served) visits against No-Show and Cancelled tickets.

3. Peak Hours Heatmap (Day × Hour)

Plots arrival intensity across a Day-of-Week × Hour-of-Day matrix. High-density cells immediately reveal when to schedule extra counter staff.

4. Counter & Service Category Breakdown

  • Counter Performance Table: Compares total tickets served, average service duration, and throughput across every Service Desk and Staff Operator.
  • Service Category Breakdown: Shows volume share, average wait time, and average service duration per category.

Exporting Data (Summary CSV, Audit CSV & PDF Report)

Click the Export dropdown in the top-right corner of the Analytics page to download your data in three formats:

  1. Summary CSV: Aggregated daily metrics and service category summaries ready for Excel, Google Sheets, or BI tools.
  2. Granular Audit Log CSV: Every individual ticket record within the selected date range, including exact creation, call, serving, and completion timestamps.
  3. Executive PDF Report: Generates a clean, print-ready multi-section report containing KPI summaries, charts, and performance tables for management reviews.