Orchestra Business Intelligence User Console Basics : Business Intelligence Calculations : Appointments : Measures/Metrics
  

Measures/Metrics

The time stamps for the Appointments are partly generated from the enclosing Visit transaction time stamps which means that the Waiting Time, Walking Time, Transaction Time and Wrapup time for the Appointment will be the same as the Waiting Time and Transaction Time for the Visit transaction in which the Appointment was added.
Appointment status indicates the current status of an Appointment and shall be one of the following:
1. Created
2. Arrived
3. Called
4. Complete
5. Cancelled
6. Rescheduled
7. No Show
8. Ended by reset
9. Unknown
Arrival status indicates the arrival status of the Appointment and shall be one of the following:
1. Not arrived
2. Arrived before, called before
3. Arrived before, called after
4. Arrive before, not called
5. Arrived late
 
For an Appointment, the time intervals Waiting Time, Transaction Time, Walking Time and Wrapup Time are retrieved from the Visit transaction, in which the Appointment is served, calculations are defined in the section Visits in the beginning of this document.
In addition to these the value
tardiness = appointment_start_ts – Visit_transaction_create_ts is calculated
 
Name
Description
AWTD 1(0–2 min)
The number of Customers with an Appointment Waiting time from and including 0 but less than 2 minutes (The time interval for the Appointment Waiting time is two minutes because the Appointment Waiting time is usually very short).
AWTD 2 (2–4 min)
The number of Customers with an Appointment Waiting time from and including 2 but less than 4 minutes.
AWTD 3 (4–6 min)
The number of Customers with an Appointment Waiting time from and including 4 but less than 6 minutes.
AWTD 4 (6–8 min)
The number of Customers with an Appointment Waiting time from and including 6 but less than 8 minutes.
AWTD 5 (8–10 min)
The number of Customers with an Appointment Waiting time from and including 8 but less than 10 minutes.
AWTD 6 (10- min)
The number of Customers with a Waiting time from and including 10 minutes
Appointment Length, Average
The average time booked for the Appointments.
Appointment Waiting Time, Max
The longest Appointment Waiting time.
Appointments
The number of Appointments.
Arrived
The number of appointments in the current selection where arrival status is in the range (2,3,4)
Arrived Early
The number of appointments in the current selection where arrival status is in the range (2,3,4)
Arrived Late
The number of appointments in the current selection where arrival status is in the range (5)
Appointment Waiting Time, Average
The average time from when an appointment should have started and until the Customer was called.
Booking 1 (0-2 days)
The number of customers that booked their appointments from 0 (the same day) to 2 days in advance
Booking 2 (3-4 days)
The number of customers that booked their appointments 3 to 4 days in advance
Booking 3 (5–6 days)
The number of customers that booked their appointments 5 to 6 days in advance
Booking 4 (7–8 days)
The number of customers that booked their appointments 7 to 8 days in advance
Booking 5 (9–10 days)
The number of customers that booked their appointments 9 to 10 days in advance
Booking 6 (11- days)
The number of customers that booked their appointments 11 days or more in advance
Transaction Time, Average
The average transaction time for all appointments in the current selection where transaction time > 0
Waiting Time, Average
The average waiting time for all appointments in the current selection where waiting time > 0
Walking Time, Average
The average walking time for all appointments in the current selection where walking time > 0
Wrapup Time, Average
The average wrapup time for all appointments in the current selection where wrapup time > 0
Booked
The number of appointments in the current selection
No Shows
The number of appointments in the current selection where appointment status is in the range (7)
TTD 1 (0–3 min)
The number of customers with a transaction time from and including 0 but under 3 minutes
TTD 2 (3–6 min)
The number of customers with a transaction time from and including 3 but under 6 minutes
TTD 3 (6–9 min)
The number of customers with a transaction time from and including 6 but under 9 minutes
TTD 4 (9–12 min)
The number of customers with a transaction time from and including 9 but under 12 minutes
TTD 5 (12–15 min)
The number of customers with a transaction time from and including 12 but under 15 minutes
TTD 6 (15-min)
The number of customers with a transaction time from and including 15 minutes
Transaction Time, Total
The sum of transaction time for all appointments in the current selection.
Waiting Time, Total
The sum of waiting time for all appointments in the current selection.
Walking Time, Total
The sum of walking time for all appointments in the current selection.
Wrapup Time, Total
The sum of wrapup time for all appointments in the current selection.