Monitoring Walk-up Experience performance

The Walk-up Experience dashboard and reporting module provides basic high-level reporting on incident and request types, record volume, average wait and service times, assignments by agents and location, and more. By viewing the dashboard, managers can quickly understand the walk-up location operations and can report performance data to upper management.

To view the Walk-up Experience dashboard you must be assigned one of the following roles:

• sn_walkup.walkup_manager
• sn_walkup.walkup_admin
• admin

Access the dashboard by navigating to Walk-up Experience > Dashboard. To view detailed information, hover over any report graphic. You can save graphs as PNG or JPEG files to attach to emails or include in reporting presentations. All graphs can be refreshed for the latest data.

Dashboard report graphic	Description
Completed Walk-ups for the Quarter	Total number of records created during the fiscal business quarter. Volume shown as a single score.
Exit Survey CSAT for this Year	Speedometer showing the average customer satisfaction sentiment (1 to 3) during the exit survey for the current calendar year.
Overall CSAT within Last Year	Speedometer showing the average customer satisfaction sentiment (1 to 5) captured by the email survey within the last year (364 days from current date).
Walk-ups by Location within Last Year	Total number of walk-up interactions, by location within the last year (364 days from current date). Volume shown as a spline distributed by month.
Walk-up Interactions with Incidents by Location within Last Year	Total number of walk-up incidents, by location within the last year (364 days from current date). Volume shown as a spline distributed by month.
Walk-up Interactions with Requests by Location within Last Year	Total number of walk-up requests, by location within the last year (364 days from current date). Volume shown as a spline distributed by month.
Walk-up Reasons by Location within Last Year	Reasons for visiting the walk-up queue, by location within the last year (364 days from current date). Data shown as a bar chart.
Walk-ups by Day of the Week	Total number of walk-up interactions per day during the course of a week, by location. Data shown as a bar chart.
Walk-ups by Hour	Total number of walk-up interactions, by hour and by location. Data shown as a bar chart.
Walk-up Consumables	Total number of assets consumed by walk-up guests, by location stockroom. Data shown as a bar chart.
Average Service Time by Location	Average time it takes to close an interaction, by location. Time average shown as a spline by month.
Average Wait Time by Location	Average time a walk-up guest waits for service, by location. Data shown as a bar chart.
Exit Survey CSAT Score	Sentiment survey for the walk-up concluded at the tech lounge.
Walk-up created an closed (by location or reason)	Walk-up interaction created and closed weekly
% Walk-up Interaction with Incident and Request (by location)	Percentage of closed walk-up interaction with Incident and Request associated.
Walk-up by day of the week (by location)	Walk-up interaction created per day.
Walk-up by hour (by location)	Walk-up interaction created distributed over each hour of the day.
Walk-up consumables (by Stockroom)	Consumable inventory per stockroom.
Average Service Time and Wait Time (by Location)	Average wait and service time for Walk-up interactions.
Average service Time and wait time (by Reason)	Average wait and service time for Walk-up interactions.
Average service Time and wait time (by Assignment group)	Average wait and service time for Walk-up interactions.
Walk-ups as appointments (remote vs in-person)	Walk-up interactions appointment scheduled
% Walk-up interaction (by Walk-up type)	Percentage Walk-up interaction distributed over check-in, online check-in and appointment
% Abandoned walk-ups (by Walk-up type)	Percentage abandoned walk-ups distributed over check-ins, online check-ins and appointments