Using Business Intelligence Canned Reports : Report Parameters : Overview reports : Transaction Overview
  

Transaction Overview

Note: This report includes all Customers, also those that have been removed.
This report shows how the Customers typically move between touch points of the Customer Journey. You can, for example, see the percentage of Customers that never responded to a call (No Shows). Another example is the percentage of Customers that were cherry picked.
All data is combined and shown on the same page.
 
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year or Weekday, depending on the View parameter.
Entered queue
The number of Customers that entered a Queue, no matter if it is when a Visit is created or due to a transfer.
Called Customers
The number of Customers that were called.
Called %
The percentage of Customers that entered a Queue that were also called.
Served Customers
The number of Customers that were served.
Served %
The percentage of Customers that entered a Queue that were also served.
No Shows Customers
The number of Customers that were no shows.
No Shows %
The percentage of Customers that entered a Queue that were no shows.
Removed by staff Customers
The number of waiting Customers that were removed by the staff.
Removed by staff %
The percentage of Customers that entered a Queue that were removed by staff.
Removed by reset Customers
The number of Customers that were removed by reset.
Removed by reset %
The percentage of Customers that entered a Queue that were removed by reset.
Transferred Customers
The number of Customers that were transferred to a Queue, Service Point pool or Staff pool.
Transferred %
The percentage of Customers that entered a Queue that were transferred to a Queue, Service Point pool or Staff pool.
Recycled
The number of Customers that were recycled.
Recycled %
The percentage of Customers that entered a Queue that were recycled.
Cherry picked
The number of Customers that were cherry picked.
Cherry picked %
The percentage of Customers that entered a Queue that were cherry picked.
Average
The average per period.
Max customer
The maximum number of Customers in a column.
Max Percent
The highest percentage in a column. Percentage is separated from the max Customers because they can occur in different periods (the period with the highest number of Customers may be different from the period with the highest percentage value).
Average of average visit time
The average Visit time for all Visits.