Running your day
The overview dashboard
The overview is the first screen after signing in. It answers one question — what is happening right now — and it answers it differently depending on whether you are looking at the whole business or at one branch.
Two views, two questions
Account view
How is the business doing? Totals across every branch, so an owner can see at a glance that one shop is backing up while another is quiet.
Location view
How is this shop doing? Its live line and today’s appointments, laid out as a board a manager standing in it can work from.
Switch between them with the switcher at the top of the sidebar — on a phone, it is in the bar across the top of the screen. While you are in a branch, the building button beside the switcher takes you straight back to the account view. From the account view you can also drop into a branch by clicking its name in Locations right now, by pressing View on its card under Locations, or from Recent locations at the foot of the sidebar.
Somebody restricted to particular branches sees only those, even in the account view — their “whole account” is the branches they have been given.
What the numbers mean
A row of cards runs across the top of both views. Each one is a link: the live counts take you to where those people are, and the daily figures open analytics for today.
In location view
- Currently waiting — people in line right now. Opens the waitlist.
- Currently being served — people at the counter right now. Also opens the waitlist.
- Average wait time — how long today’s visitors waited before they reached the counter.
- Total served today — everybody dealt with since the branch’s midnight.
In account view
- Locations — how many you have, and how many are open now. Opens your locations.
- Currently waiting and Currently being served — across every branch. They jump to the branch table and the team table further down the page.
- Total served today and Walk-ins today — each with a comparison against the same weekday last week, and a small chart of the day so far.
- Appointments today — how many are booked, split into done, no-show and still to come.
- Walk-out rate — of today’s finished walk-ins, the share who cancelled or never showed. People you cleared from the waitlist yourself are not counted: they did not walk out, you closed.
- Customer rating — the average of today’s survey ratings, with the latest comment. Ratings come from surveys, on the Business plan and above.
Today means the branch’s today
Daily figures run from midnight to midnight in each location’s own time zone. In the account view, a chain spanning time zones has each branch counted against its own day rather than a shared one — see time zones and local days.
The board, in location view
Below the cards, a branch’s overview is four columns: Appointments still to come today, the Waitlist, Serving, and Completed. Clicking a name opens that visit or booking on its own page.
Drag somebody from one column to another to move them. A move forward shows an Undo for a few seconds, and you can drag somebody back if the mistake is noticed later — see working the list. The plus buttons on Appointments, Waitlist and Serving add a booking or a walk-in there and then; adding to Serving is for somebody who is already at the counter.
Each person on the waitlist has buttons beside them. Hover over one to see what it does:
- The bell (Alert customer) — sends the message that it is their turn and leaves them on the waitlist until they reach you. Pressing it again replaces the previous alert: any backup text or call that one was still holding back is dropped, so they are not chased twice.
- The tick (Start serving) — moves them to Serving once they are in front of you. It sends nothing.
- The phone (Call customer) — rings them now. It only appears if you have a voice call pack and they left a mobile number, and the same person cannot be rung again within a minute.
People in Serving have a tick to mark them served (or complete the appointment), and walk-ins there have the phone button too. Under each walk-in’s name is the last thing they were sent and whether it landed — “Texted 3 min ago · Seen”, or “Called · Voicemail left”.
Below the cards, in account view
- Locations right now — every branch with whether it is open, how many are waiting and being served, the longest and average wait, how many have been served today and the next appointment. Click a branch’s name to switch into it.
- Today by hour — visitors per hour today, against the average of the last four of the same weekday once there is enough history to compare.
- Live activity — joins, calls, serves, walk-outs and bookings as they happen, across every branch.
- Team today — who is serving somebody right now, and who has served the most today.
- Notifications today — how many messages went to customers today, and how many were delivered, still pending or failed, broken down by channel.
What updates on its own
The whole page is live. Somebody serving a customer from a tablet on the shop floor changes the cards, the board and the tables on the screen in the back office within a second or two, with nobody refreshing anything. A line beside today’s date reads Live, with how long ago the page last updated.
In location view only that branch’s activity moves the page — a busy Camden never moves the numbers on a screen showing Shoreditch. Somebody restricted to particular branches gets an account view that refreshes once a minute instead, and says so. Every live page also refreshes every five minutes regardless, so opening hours and the next appointment keep up with the clock.
The waitlist, the appointments calendar and the pages for a single visit or booking keep themselves current in the same way.
Where to go from here
- Waitlist to work through the line with more detail against each person — the waitlist.
- Analytics for how the last week or month went — analytics.
- Locations to drop into a specific branch.