Reports & exports

Reports are the exact, row-by-row records.

Owner & Manager Where: Reports 6 min read

Pick a report tile, a location and a date range, read the rows on screen, and download them as Excel or PDF when you need them elsewhere. There are no charts and no advice here — for those, open Analytics.

Reports and Analytics count differently on one report, and both are right. On Wait and service time by line the figures count services, one for each stop somebody completed. Analytics counts people, each once however many stops they went through. A note on that report says so.

For example In a clinic where a visitor sees reception and then a doctor, that report says 2 and Analytics says 1 for the same visit.

Analytics reports the usual wait — the middle one, from joining to the first Call, with closed hours left out. A report may work its wait out differently, so do not expect the two to match to the minute. See Analytics.

The tiles

Reports opens on a wall of tiles, grouped by the question they answer. Each tile is one report, with its name and a one-line purpose. Press a tile to open its rows; ‹ All reports takes you back. At the foot of an open report, Open in Analytics → shows the same figures as charts and advice. Small ⓘ marks beside names and figures explain them in plain words; tap them on a phone.

Group	What is in it
Waiting & service	How long people waited · Wait and service time by line · Time at each stop · Time set, and time a service really takes · Headline numbers
Visitors & appointments	Walk-ins and appointments · Who came · How people joined, and whether they were told · Appointments · People who gave up or were a no-show (titled “did not turn up” in the downloaded file) · Where people give up · People who tried to join and could not · Ratings by line, service and hour · How they rated it, by how long they waited · What people answered · What people came for
Team & counters	Services and ratings by person · Hours and work by person · Share of the work by person · Taking over from a colleague · Repeated calls · Hours and work by counter · Counter performance
Busy times & planning	Busiest days and hours · Visits per day · Was the plan right · People on a counter, against people arriving
Lines & locations	Lines side by side · Locations side by side · Visits and ratings by location · Stops and pauses · Moves between lines

Reports keep your visit history (without visitors’ personal details) for as long as your account is open; personal details are erased after your retention window (2 days by default).

Location, staff & range

Three controls sit above the tiles and stay put when you open one — Location, Staff and Range.

Control	How it works
Location	One location at a time. It opens on your first location. Two reports — Locations side by side and Visits and ratings by location — always compare every location you can see, and say so on screen.
Range	Last 7 days, Last 30 days, Last 90 days or This billing month; it opens on 30 days. A report covers up to 3 months at a time, so you can't accidentally pull a ten-year file; a choice longer than that is greyed out, with the reason beside it. The dates are worked out in that location's own time zone, so "the last 7 days" means the business's last seven days, not yours. This billing month uses the same dates as your visit meter.
Staff	Narrows a report to one person, but only for Services and ratings by person and Hours and work by person. Every other report ignores it and says so on screen. "All staff" is the default.

The whole choice lives in the web address, so a report you're looking at can be bookmarked or pasted to a colleague and it opens exactly as you left it.

A report that ignores the staff filter isn't broken — it genuinely cannot apply. Rows such as a counter or a line are not a person, and nobody is served on a no-show, so those figures cover the whole location. Nothing is missing.

Visits per day shows the joins for each day in the range, so you can see which days run busy. It is worked out from your own arrival history, so even a new location shows what it has.

Reading the table

Every report is tidied on its way to the screen, so the same rules apply whichever one you're reading.

Rule	Why
A dash (—) means genuinely unknown, not zero.	A counter nobody ever occupied has no busy-ness to report, and printing 0% there would be a lie.
Times are in minutes, and the column heading says so — "Median wait (min)".	They stay as plain numbers rather than "38h" on purpose — these rows go straight into a spreadsheet, and a column of "38h" is a column nobody can add up.
Yes and No, never "true" and "false".	—
Dates and times are written out in a readable form.	Rather than the machine format.
Internal reference numbers are hidden.	Where one existed there is a name column instead — you never see a long string of letters and digits.

Downloading

Open a tile and the two download buttons are at the top of it: Excel and PDF. Both give exactly what's on screen — same report, same location, same dates, same staff filter. Excel is a branded workbook with a cover page and the same rows on a Data sheet, for your own spreadsheet; PDF is the tidy one to file or send. Every count is the real number, and no names or contact details of visitors are ever in a file. The file's name carries the business, the report, the location and the dates.

Both grey out when there are no rows, so you can't download an empty file by accident.
If a download fails you get "Couldn't download that file — please try again." and nothing is saved. If you press too often you are asked to try again in a minute.

Times follow the location's clock Times on screen and in the file are both written in the location's own clock, so reading your Singapore location's report from London gives the same time in both.

When there's nothing to show

Four different screens, and telling them apart saves a support message.

What you see	What it means
"No data for this range"	The report ran fine and there genuinely was nothing. Widen the dates, change location, or clear the staff filter.
"Something went wrong" with "We couldn't load this. Check your connection and try again."	The report could not be loaded; this is not a quiet zero. Press Try again. Reading an empty table here would have you believe you had a terrible week.
"That location is no longer here"	You followed an old bookmark to a location that has since been removed. Pick another location and carry on. This one matters — a deleted location used to look like an ordinary bad month.
"No locations yet"	Reports cover one location at a time, so set your first one up and they appear.

Related: Analytics · The dashboard