Wait Time Analysis

Overview Page

This report provides an overview of Wait Time Analysis, focusing on customers' waiting time within a specific process or service.

• The bar chart at the top shows the Average Waiting Time over time, allowing you to compare the average wait times across different months.

• The Waiting Time Distribution chart below breaks down how wait times are distributed across various time intervals, highlighting the number of instances within each range.

• On the right, key metrics are displayed, including the total Wait Count (number of waiting instances), Wait State Count (number of states where waiting occurred), and Waited Cases (number of individual cases included in this report).

• The overall Average Wait Time is shown in the bottom right corner.

Filters are available to refine the data by date, unit, and wait duration, with the option to exclude outliers by limiting wait durations.

This report helps understand where and how long customers are waiting, providing insights into potential areas for process improvement to reduce wait times.

By Unit and Inbox Page

This report provides a detailed analysis of Wait Time (WT) by unit and inbox, offering insights into where and how long customers are waiting across different organizational segments.

• The WT Unit Breakdown table on the top left lists various units, their wait count, average wait time, wait state count, and the number of cases. This allows for a comparison of wait times and frequencies across different units.

• The bar chart on the top right visualizes the average wait time by inbox, highlighting which inboxes have longer or shorter average wait times.

• The bar chart at the bottom shows the Average Waiting Time over time, allowing you to track changes and trends in wait times across different months.

• On the right, key metrics such as Wait Count, Wait State Count, and Waited Cases are displayed along with the overall Average Wait Time.

Filters are available to refine the data by date, unit, and wait duration, with options to exclude outliers by limiting the wait durations included in the analysis.

This report helps identify areas with excessive wait times, enabling targeted efforts to improve service efficiency and reduce customer waiting periods.