In this article
Objective
Run your branches more efficiently, anticipate staffing issues before they arise, and empower your teams with the data they need in the moment using Advanced Analytics.
But where to start? Check out these sample use cases to familiarize yourself with how Advanced Analytics can help you achieve key business objectives and how your data can be tailored to meet your needs.
Understand trends in staffing needs
You want to understand which locations have not historically had a sufficient number of staff members to support the volume of appointments booked.
Why bother?
Knowing which locations are consistently booked at or above capacity can help you make data-driven hiring decisions while also preventing employee burnout - thereby increasing operational efficiency.
How?
To review location and staff utilization:
From Analytics home>Dashboards, click Utilization
A pre-built Dashboard displays utilization by location and by staff. From here, you can complete additional actions, such as drilling into the data, downloading it for deeper analysis, or saving it for future use.
Drill into the data
As an admin, for example, you'd like to drill into each city's utilization to better understand how to maximize efficiency while maintaining a thriving team in each region where your organization operates.
From the Dashboard tile of your choice, click the Tile actions (⋮)icon
Click Explore from here
Modify existing filters or add additional dimensions to the Explore
For example, to drill into utilization by city, update the Locations City filter to reflect the city you want to drill into
When all your desired custom parameters are set, click Run
Save to an existing Dashboard
Click Explore actions (⚙)
Click Save
Click To an existing dashboard
Enter a title and select the existing Dashboard you want to add the Explore to
Click Save to Dashboard
Dive into location traffic patterns
Dig into when customers are booking at one, multiple or all locations.
Why bother?
Reviewing busy times at a location can help anticipate staffing needs at that location. Understanding if customer traffic patterns repeat themselves across multiple locations helps an organization proactively undertake initiatives to increase operational efficiency and make data-informed decisions regarding capacity planning.
How?
To dive into location traffic patterns:
From Analytics home>Dashboards, click Locations - Traffic
Complete one or more of the following actions:
Review traffic patterns at a single location:
From the Location Name filter, click is any value and select that location from the dropdown
Click the Update icon to refresh the data
Review traffic patterns at multiple locations:
From the Location Name filter, click is any value and select that location from the dropdown
Click and select another location from the dropdown
Repeat for all desired locations
Click the Update icon to refresh the data
Select multiple but not all locations by updating the Location name filter
Review traffic patterns at all locations within a specific city:
From the City filter, click is any value and select that city from the dropdown
Click the Update icon to refresh the data
From the City filter option, select a city to view traffic patterns for all locations within that city
Modify the timeframe:
From the Started At Date filter, click Last 7 Days
Make your desired changes
Click the Update icon to refresh the data
Have this data regularly delivered to your inbox
Click Dashboard actions (⋮)
Click Schedule delivery
Make your Settings, Filters, and Advanced options selections
Click Save
Click Done
Leverage CSAT feedback to inform strategic planning
You’d like to determine if trends exist between low satisfaction scores and customer comments when sharing feedback on their engagement experience.
Why bother?
Investigating if customers who give a low score share similar reasons in their feedback can lead to initiatives that specifically address these areas of concern. This leads to customers who feel heard - and increased CSAT scores.
How?
To compare customer satisfaction scores with customer feedback:
From Analytics home>Dashboards, click Customer Satisfaction
From the Customer Satisfaction table, click the Tile actions (⋮)icon
Click Explore from here
Expand Filters
From the Engagements Feedback Rating filter, set the parameters to reflect your organization’s threshold for a low score (1 or 2, for example)
From the Engagements Start Date filter, set your desired time frame (for example, quarterly)
Click Run
Download for further analysis
Click Explore actions (⚙)
Click Download
Make your formatting selections and give your download a filename
Click Download
Your Explore is ready for use in a deep dive customer feedback analysis!
Maximize booking effectiveness
You want to know which booking shortcuts at your organization are leading to the greatest number of completed appointments.
Why bother?
Your organization offers various shortcuts for clients to use to make the booking experience seamless and efficient. Knowing which booking shortcuts convert to the highest number of completed engagements helps you increase the number of shortcuts used for those services, across more locations, and by more staff - leading to an even higher conversion rate.
How?
To investigate booking shortcut usage:
From Analytics home>Explores, click Booking Shortcuts
Click Conversion Rate For Shortcuts
A pre-built Explore displays. You can now complete additional actions, such as further refining the Explore, downloading it for deeper analysis, or saving it for future use.
Further refine results
From the Booking Shortcuts Explore, select the additional dimension(s) you want to include
For example, select Meeting Method to review booking shortcuts against the different meeting methods used at your organization
Click Run
Save for future use
Click Explore actions (⚙)
Click Save
Click As a Look
Enter a title, a description (if desired), and select your desired save location
Click Save
Your data is saved as a Look. This can now, for example, be added to a dashboard or downloaded and included as a graphic in other presentation materials.