Analytics

Analytics answers "how are we doing?" and "what should I fix first?"

Owner & Manager Where: Analytics 12 min read

Pick a range and, if you like, one location or one line. The page has up to five tabs — Overview, Visitors, Staff, Performance and Roster (Roster appears only when staff scheduling is on) — and each tab answers one question. Every figure is worked out in each location's own days.

The headline row

The top of Overview, headed "How the period went", is eight boxes, each with the same plain definition under it and a small 12-week line so you can see where the number is heading. The ⓘ beside each figure, here and on every other page, also shows how the figure is calculated and the period and time zone it covers.

Box	What it counts
Visits	Everyone who joined, called or not, counted once however many lines they passed through. A check-in that staff took back is not counted.
Visits called	Visits that were called at least once, counted on the day of the first call. On "This billing month" this is the number your bill counts. On any other range it says "Not your bill" and, for an owner, "See Billing" opens the Billing page.
Visits served	Visits that finished as served — every stop done, or the whole visit ended by staff — counted once however many stops they went through, on the day, line and location where the visit joined.
Called within target (%)	Of the called visits on lines that have a wait target, the share called within it. Until a line has a target it says "Set a wait target to see how often you meet it."
Usual wait	Half of the called visits waited less than this, half waited more. It is the middle wait of each visit's first stop, from joining to the first Call, with closed hours taken out. Calling again, or bringing someone back from hold, does not move it.
Left before served	Visits that ended before anyone called them — the visitor left, cancelled or was removed. It does not count visits turnda closed at the end of the day, stops that never took visitors, or a check-in staff took back. The share is out of the visits that were served or left, and it follows the line you pick.
No-show	Called, and did not come, out of everyone served, being served or absent.
Average rating	The average star rating. It shows a dash until at least 5 ratings stand behind it; the number of ratings beside it is always the real count.

For example A salon with 120 visits in a week might show Visits 120, Called 112, Visits served 104. The 8 visits between Called and Served are people who were called but left, or did not turn up. Called is counted on the day of the first call and Visits on the day the visit joined, so over a few days Called can sit a little above or below Visits at the edges of the dates. Over a long range, Visits is at least Called, and Called is at least Visits served.

Choosing the range

Choose Last 7 days, Last 30 days, Last 90 days or This billing month. There is no custom date range: these four are the choices. No range can be longer than 3 months at a time; a choice that would be longer is greyed out and says “Up to 3 months at a time — pick a shorter range.” The page always compares with the same number of days just before.

"Your billing month starts with your first Call" If nobody has been called yet there is no billing month to show, so the page says so instead of inventing one. Pick another range to see your visits.

One wait time, everywhere

Wait means the time from joining until the first Call, with the hours you were closed taken out and the time a visitor spent on hold counted in. The same clock is used for the headline "Usual wait", the Dashboard's and the Queue's "Today's usual wait", the "How long people waited" card and the weekly summary — so the pages cannot disagree.

"Not enough visits yet" A figure that needs a fair sample says "Not enough visits yet" until there are enough visits to say something honest, rather than showing a number one unusual day could swing.

What each tab answers

Tab	The question it answers	What is on it
Overview	How did the period go?	The headline row; "What to improve"; "Visits served over time", with the lists "What went well" and "What to improve" beside it.
Visitors	Who came and how did it go for them?	"Who came" (how they arrived, asked for by name, language, priority), "How long people waited" (spread of waits, plus "9 in 10 people waited under …"), "Where people give up", "How they rated it" by length of wait, "Busiest times", "What they came for" by service, "Which door, and were they told?", Appointments, and "What they answered" from your own questions.
Staff	How is the team doing?	"People" (hours and busy time of each person), "Is the work shared evenly?", "Repeated calls" and "Taking over from a colleague". Only owners and managers see this tab; staff see their own numbers in My Metrics.
Performance	Where does the time go?	"Lines side by side" with the line that needs most attention first, "Your locations, side by side" best and worst first, "Time at each stop", "Time you set, and time it really takes", "Moved to another line", "People who tried to join", "The wait we told them, and the wait they had", and the pauses, counters and staffing cards behind "Show more".
Roster	Was the plan right?	For each hour: staff on the roster, staff really there, and people who came. The tab only appears when staff scheduling is on; if no shifts are set yet, it offers Open Schedule.

Setting a wait target without leaving the page In "Lines side by side", a line with no target has a "Set target" button already filled with a sensible number — for example "Use 20 min" when 9 in 10 visitors on that line wait under 20. It is only a goal to measure against: it never changes who is served next. It is saved like any other line setting, and appears in the Activity log with "Put back". Two other ways to set the same target. In the line's own settings, the Wait target setting (blank means no target). Or from What to improve, where a suggestion such as "Set the wait target on Walk-ins to 20 minutes" applies it for you. All three change the same single setting.

What to improve

Above the tabs, turnda lists the things worth fixing, the one that affects the most people first, with the time it was worked out ("as of 06:00"). It stays quiet until there are enough visits, and shows "N of M visits so far" while it waits. If nothing needs fixing, it says "Nothing needs fixing right now."

Each one is a plain sentence and a plain next step, and most come with a button.

You might read	The button
"Reception on Saturday: the usual wait is 24 minutes, against 11 the rest of the week."	Open the roster
"14 in 100 visitors left the Walk-in line before being served."	Show the estimated wait on the join page
"Haircut takes 35 minutes from Call to Done, not the 25 you set."	Update Haircut to 35 minutes
"22 in 100 appointments do not turn up."	Turn reminders on

A fix button changes the setting for you, tells you what it changed ("Changed from 25 to 35. You can put it back from the Activity page.") and it can be undone from the Activity log. "See the numbers behind this" jumps to the card that proves it.

Not now Press Not now and that item is hidden for 30 days. It comes back after that only if it is still true. Hiding it never changes anything in your settings.

Good news appears too — for example when ratings are high or the usual wait has fallen — so the list is not only complaints.

What went well, and the predictions

Beside What to improve, the Overview turns the numbers into plain sentences: a "What went well" list and a "What to improve" list. When there is nothing to say it tells you so.

"Usual wait down 12% vs the previous period (3 min)"
"Strong satisfaction — 4.6★ across 52 ratings"
"Steady period — no notable swings." or "Nothing flagged — keep it up." when nothing stands out.

Trends compare this range with the same length of time just before it. An exactly level number shows a flat dash and "0% vs previous" in grey, never a green arrow. With no earlier period to compare with, no trend is shown at all. "No ratings yet" appears until the first rating arrives.

The predictions work the same honest way: they learn from your own history, use no outside service, and stay silent until they have enough of it.

Prediction	Needs about
The wait estimate your visitors see	8 completed visits at that same time of week, across at least 3 different days. On thin history an extreme figure shows honestly as "more than a day".
The busy-time forecast ("Busiest around Friday 5 pm — plan cover for the rush.")	2 weeks of arrival history.
"Higher no-show risk" on an appointment	20 resolved appointments on that line.

Counters and staffing

These cards answer "where is the time going", load separately from the numbers above, and can each fail or be empty on their own.

Card	What it shows
Where people give up	"31% of visitors left before being served — typically after about 18 minutes of waiting." Use it to decide your longest acceptable wait. With too few visits it says so instead of guessing.
People on, against people arriving	Arrivals against how many were on a counter, hour by hour: "5 pm is the pinch: 14 arrivals against 1 on a counter, and a 22-minute wait."
Hours and busy time, by person and by counter	Time signed in (“Time on a counter”), time spent serving, “Stops completed”, and spells that ended without signing out (“Taken over”). A dash means nobody was signed in, never 0%. "Not signed in" means that person served people without claiming a counter.

Fill in the counter cards If a card says "Nobody has signed in to a counter in this period, so there is nothing to compare arrivals against", ask the team to sign in at their counter when they start serving.

Exact records — downloads live in Reports

Cards on Analytics carry a small Exact records link, and the top of the page has Exact records and downloads in Reports →. Either opens that table in Reports on the same dates and place, where you can download it as Excel, CSV or PDF. Downloads live in one place, Reports. Every count is the real count, and a file never carries a visitor's name or contact details. Each file has a second sheet or section, “About these numbers”, with one line for every figure it uses. Small ⓘ marks beside card titles and figures explain them in plain words, with how they are worked out; click or tap them.

My Metrics, for staff

Staff do not see the Staff tab. They see only their own work in My Metrics — the tiles Stops completed, Stops a day, Usual wait before your call, Average service time, No-shows, Average rating, Busiest hour and Appointments; how long a visit takes them (quickest, average, longest); how their visits ended; a grid of their busiest hours; what they served by line and service; and, where the location tracks sign-in, their time (shifts, late starts, scheduled and signed-in hours, leave) — set against their own earlier period, never against a colleague.

The summary emails

On your Profile page, "Analytics summaries by email" has two switches: a Weekly summary (every Monday morning) and a Monthly summary (on the 1st of each month, with the last 12 weeks). Each is a short summary of how your visits went with the top things to improve, and it never names a visitor.

Owners get a summary for the whole business.
Managers get one for their own locations, for as long as they can see Analytics.
An owner can switch a manager's summaries off from the same place; the manager then sees "The owner has switched this off for you."

When something is empty or goes wrong

What you see	What it means
"No activity in this period yet."	That range had no visits. Share your join link, or widen the range.
"Something went wrong" with Try again	It could not load. This is not a quiet zero.
"This card could not load. The others are fine."	One card failed and has its own Try again. It is not a quiet zero.
"That location is no longer here"	You followed an old link to a removed location. Pick another above.
"(removed) Name" in a table	A line or location that was removed still counts in the past, so totals still add up.
"The owner has turned this off for managers"	Not a fault. Ask the owner if you need Analytics back.

Every card on Analytics, in plain words

What each card or table answers.

What happens	What it means
Visits served over time	A chart with markers on days a setting changed or a line was paused, and a note that earlier figures used the old setting.
What they came for	Visits, usual wait, average service time, left before served and average rating, for each service.
Repeated calls	How often a call had to be made again, by line and by counter.
Moved to another line	How many visitors were moved, and the commonest moves.
Who came	Walk-ins against appointments, asked-for-by-name, the language they joined in, and priority visitors with their usual wait.
Time at each stop	For multi-stop visits: time at each stop, where visits ended unfinished, and the slowest stop.
Counter timeline	A drawer showing who was signed in at a counter and how each spell ended.
Taking over from a colleague	Counters that changed hands without a sign-out.
Is the work shared evenly	A flag when one person did many more stops than the others.
Your locations side by side	With many locations: best and worst, a 12-week trend, a search, and a flag for well below the others.
Stops and pauses	How long each line was paused, and how much of it fell inside opening hours.
People who tried to join	How many were turned away and why: line full, paused, closed or visits used up.
The wait we told them against the wait they had	The estimate visitors saw compared with the wait they actually had.
Which door, and were they told	Which way visitors came (phone link, kiosk, staff, WhatsApp, a connected system, appointment) and whether they were told when called, with reasons if not.
Appointments summary	Made, kept, late, no-show, cancelled and moved; how far ahead people book; and the no-show rate with and without a reminder.
What they answered	Your own join-page questions as counts, with averages and most common answers once enough visitors have answered.
Roster tab: was the plan right	Staff on the roster against staff really there and people who came, hour by hour, flagging too few or too many.
Roster tab: gaps, leave and last-minute changes	Times a line was open with nobody scheduled, days of leave and how the wait changed, and shifts changed at short notice. It also says plainly what Schedule does not record.
Busiest times	A grid of weekdays against hours showing when people arrive — the darker the square, the more arrivals. It names the single busiest hour when there are enough arrivals to say.
Different time zones	If your locations are in different time zones, a note explains the wider date window used.

Related: Reports & exports · The dashboard · My Metrics · Questions